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Frequently Asked Questions

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  • Product Questions
  • Customer Services Questions
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What is EDI or Claims Switching?

Electronic Data Interchange (EDI) is computer-to-computer exchange of documents in an electronic format. Claims switching is essentially the electronic way of submitting medical aid claims and receiving responses to various medical aid administrators via an EDI supplier.
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What is real-time claiming?

It is the submission of single patient medical aid data/information submitted to the scheme immediately; in actual real-time. Real-time claiming refers to the immediate and complete adjudication of a healthcare claim upon receipt by the medical aid. This feedback happens within seconds of submission.
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How does claims switching work?

SwitchOn validates claims on behalf of the medical aids according to the medical aid scheme rules. If the claim adheres to the SwitchOn upfront validation, it is sent through to the medical aid scheme administrator for processing. If it does not adhere to the upfront validation, it is sent back to the practice with a rejection code. This gives the practice the opportunity to correct the claim and resubmit it. SwitchOn does not charge practices for upfront rejections.
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Contact Centre Assistance

Emails have been streamlined to one system and customer cases complete with customer history will be created for easy tracking. The below are the designated email addresses to be used:

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What are the official business hours?

  • The credit card, sales, and finance teams are available during business hours on weekdays between 8 AM to 5 PM.

  • For your convenience, our support team is there to help you between 8 am and 5 pm on weekdays and 8 am to 1 pm on Saturdays.

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Does Altron HealthTech offer training?

Our comprehensive training programmes help your practice staff use our products optimally. We offer monthly virtual training courses to all our customers.We offer claims management workshops, receptionist training and practice management application training for all our customers. These are virtual training workshops and are charged at the following rates:
 
  • Claims Management workshop
  • Medical Receptionist workshop
  • Practice Management Software training
Training for the Practice Management Software is included in the registration fee you pay when you register for any of our products and is valid for six months from the date of software installation.
For training requests, please contact our sales team: 010 449 1000 or email healthtech.sales@altron.com
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Who do I contact for my invoices and statements?

You can request your invoices from our Accounts Department team by sending an email to healthtech.accounts@altron.com.
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How long does Altron HealthTech keep my transacted records?

SwitchOn is obligated to store and upon request, provide your practice with proof of delivery/submission for claims submitted during the last 12 months only.
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How do I register to receive electronic Remittance Advices (eRAs)?

All you need to do is login to WEBDesk and fill in an eRA consent form. Select the scheme administrator(s) which you would like to receive eRAs from and complete the compulsory practice consent fields and submit.
 
Consent forms for the selected scheme administrators will automatically be generated and sent off – all done in one form! You will start receiving eRA’s as soon as the scheme administrators have activated this service for you.