Help

Table of Contents


Go To Top Frequently Asked Questions

  1. How do I sign up for 835/ERAs and EFTs
    1. To receive EFTs and ERAs, complete enrollment with CAQH at https://solutions.caqh.org/.
    2. Select all Torchmark Subsidiaries (group by TIN only): United American Insurance, Globe Life Insurance Company of New York, Globe Life and Accident Insurance, Liberty National Life Insurance, and American Income Life Insurance
      1. We participate with PNC Bank, TKSoftware, Clinix, Zirmed and Practice Insight for our clearing houses.
        1. You will need to obtain your trading partner ID from your clearing house mentioned above if you do not have it already.
        2. If you have clearing house different than mentioned above or you do not have a clearing house at all, select “other” when registering with CAQH and type “none” in the free-form box. You will still be able to receive your ERAs/EOBs after registering with eProvider.torchmarkcorp.com (next step).
    3. Once your enrollment to receive EFTs with CAQH is complete, you will receive an e-mail from eprovider@torchmarkinfo.com, containing a link to eProvider.torchmarkcorp.com where you can create an account that will allow you to view, download and print your ERAs/EOBs. You will need payment or check information in order to register due to validation requirements.
      1. If you have a clearing house different than the options listed or you do not have a clearing house at all, select “none” on your ERA settings during registration.
      2. Once your eProvider admin account is created, you have the ability to add sub-users to your account by accessing the “Admin” menu and selecting “Manage Users”.
      3. Please look in your spam folder if you do not see an e-mail within a few days of enrolling. If you have not received an e-mail, please check the enrollment status on the CAQH site. If the status shows as “Received”, please contact us at 877-577-3914 or e-mail us at eProvider@torchmarkcorp.com.
  2. What clearinghouses/trading partners do we use?
    1. We participate with PNC Bank, TKSoftware, Clinix, Zirmed and Practice Insight for our clearing houses. You will need to obtain your trading partner ID from them if you do not have it already.
      1. CAQH Registration: If you have clearing house different than mentioned above or you do not have a clearing house at all, select “other” when registering with CAQH and type “none” in the free-form box. You will still be able to receive your ERAs/EOBs after registering with eProvider.torchmarkcorp.com (next step).
      2. eProvider Registration: If you have a clearing house different than mentioned above or you do not have a clearing house at all, select “none” on your ERA settings during registration for eProvider.torchmarkcorp.com. You will still be able to receive your ERAs/EOBs.
  3. How do I view/print EOBs?
    1. Log-in to eProvider.torchmarkcorp.com
    2. Access the “Payments” tab
    3. Click “View EOB” then click “Print”
  4. How do I add sub users?
    1. Log-in to eProvider.torchmarkcorp.com
    2. Access the “Admin” menu
    3. Select “Manage Users”
    4. Click “Add New User” and enter the e-mail address (sub-user will receive an email)
    5. Designate the appropriate role access by selecting “User” or “Admin”
      1. Choosing the “User” role will give the sub-user “View Access” and/or “ERA Access”
      2. Choosing the “Admin” role will give the user all functionality to view/download ERAs, add sub-users, and adjust ERA settings.
  5. How do I get ERAs sent to me?
    1. If you want ERAs sent to you, you will first need to register at CAQH and then at eProvider.torchmarkcorp.com. You will need to select one of the clearinghouses listed (PNC Bank, TKSoftware, Clinix, Zirmed, Practice Insight). You will need your Trading Partner ID. If you do not have your Trading Partner ID, you will need to contact your clearing house.
    2. We offer MIME and SOAP+WSDL envelope methods as specified under the CORE Phase II Connectivity Rule.
      1. Choose the Torchmark API Core Web Service Portal to create a user name and password if you wish to use the MIME or SOAP envelope method for your ERAs.
      2. If you have forgotten your password please select a new password as we do not have Torchmark API Core Web Service Portal passwords on file.
    3. If you do not have a clearing house, or your clearinghouse is not listed above, you cannot have ERAs sent to you, but you can access eProvider.torchmarkcorp.com at any time to view/download/print your EOBs.
  6. How do I set up a Web API call?
    1. Please refer to the Companion Guide section 4.
  7. Without a paper EOB, how will I know which claims apply to my EFT?
    1. Providers must request that their financial institution deliver the EFT trace number.
    2. Once you have the trace number, you will need to go to the “Payments” page on eProvider.torchmarkcorp.com and search the trace number. The search will return all claims associated with that trace number.
  8. How can I reconcile my 835/ERA with my EFT?
    1. The EFT Trace number is placed in the “Payment Related Information” field of the CCD+ Addenda Record. This trace number may be considered the check number for comparison. You must work with your bank if you wish to be notified when EFTs are credited to your account.
  9. Whom do I contact if I need assistance with my 835/ERA or EFT?
    1. If you need assistance with electronic remittance advice or electronic payments please contact us at editeam@torchmarkcorp.com.
  10. What kind of functions can I perform when logged-in to eProvider.torchmarkcorp.com?
    1. Download ERAs
    2. Search claims
    3. Search payments
    4. Search Eligibility
    5. Manage your user information and password
    6. View printer-friendly version of an EOB
    7. Manage your ERA preferences
    8. Manage your user information and password
    9. View Tax IDs
    10. Add Tax IDs
    11. Refer to section 3 of the Companion Guide for more detail
  11. Can I submit claims via the Web portal?
    1. No, Providers participating in the Medicare program do not need to submit paper claim forms. Medicare will send those claims via electronic transfer. Non-participating providers should submit a CMS 1500 form along with a copy of the Medicare Remittance Advice form. Hospitals must submit the UB-04 form along with a copy of the Medicare Remittance Advice form. The mailing address can be found on the Help page under Claims Filing Instructions.
  12. Is there any customer support for the eProvider.torchmarkcorp.com?
    1. Yes, please contact us at 877-577-3914 or e-mail us at eProvider@torchmarkcorp.com.
  13. Why was I automatically logged out while I was working in the Web Portal?
    1. This may be caused by inactivity after 30 minutes.
    2. Refresh page to log back in to the site.
  14. How do I reset my password?
    1. You may change your password at any time on the Your Account page.
    2. If you have forgotten your password select forgot password on the login page.
      1. Put in your email address.
      2. Wait for an e-mail to change your password and click the link
      3. Answer your security questions.
      4. You will then be prompted to change your password.
      5. If you cannot remember your security questions you will be prompted to answer check information to validate your account.
        1. Once you have changed your password you are encouraged to change your security questions to something that is easier to remember.
    3. Forgot Password e-mails are sent very soon after the request. If you do not receive an e-mail, check your spam folder and be sure the e-mail address you entered is identical to the e-mail address used for your account. If you not certain of your e-mail address or do not receive a password reset e-mail, contact us at 877-577-3914 or e-mail us at 877-577-3914 or email us at eProvider@torchmarkcorp.com.
  15. I am locked out of my account, what should I do?
    1. Wait 15 minutes and try again to log in again.
    2. If you still cannot login, please contact us at 877-577-3914 or e-mail us at eProvider@torchmarkcorp.com.
  16. I am not able to download my ERA, what should I do?
    1. Please send an e-mail to editeam@torchmarkcorp.com.
  17. What if I did not complete the registration process, and the link in my e-mail does not work or has expired?
    1. Try to login with the username and password that you may have created.
    2. If you use the link and the message reads the link is invalid, please copy and paste the full link in your browser. If you still see an invalid link message, contact us at 877-577-3914 or e-mail us at eProvider@torchmarkcorp.com.
  18. Why can’t I view my claims?
    1. Adjust filters at the top of the screen and try again. Claims older than 6 months may not be available on the website. If your claim is over 6 months old, contact us at 877-577-3914 or e-mail us at eProvider@torchmarkcorp.com.
  19. Where do change my bank account or provider information?
    1. You will need to change this on the CAQH’s Enrollhub site https://solutions.caqh.org/.
  20. I see an EFT payment online but not in my account?
    1. EFTs are issued within two business days of the provider's receipt of the 835/ERA file.
    2. If payment is still not received, please contact us at 877-577-3914 or e-mail us at eProvider@torchmarkcorp.com.
  21. What companies do I access to view my Medicare Supplement claims?
    1. United American Insurance Company
    2. Globe Life Insurance Company of New York
    3. Globe Life and Accident Insurance Company
    4. Liberty National Life Insurance Company
    5. American Income Life Insurance Company
  22. What is the transition process like from paper EOBs to electronic remittance advice 835/ERA?
    1. In addition to receiving electronic files, new ERA subscribers continue to receive paper EOBs and checks for 31 days following enrollment. Data received during the transition period is live data, so it will match the paper EOBs. During this period, you should test your posting software to ensure proper set-up.
  23. I completed my registration, but not all the Tax IDs I enrolled with were added to my account.
    1. You may receive multiple registration e-mails, depending on the how many Tax IDs you enroll. All the Tax IDs submitted will receive a registration e-mail grouped by the day we receive them and the e-mail address used.
  24. What browsers can I use?
    1. Google Chrome is recommended. Internet Explorer 11 and Firefox are also supported, but variations in browsers and operating systems can cause some unexpected results. Please contact your company’s help or technical support if you experience browser issues. If you continue to have browser related problems, contact us at 877-577-3914 or email us at eProvider@torchmarkcorp.com.

Go to Top Contact Us

Contact us by email at eprovider@torchmarkcorp.com.

Contact us by phone at 877-577-3914.


Go to Top Claim Filing Instructions

  • Hospitals must submit the UB-04 form with a copy of the Medicare Remittance Advice.
  • Physicians and other providers who participate in the Medicare program do not need to submit claims in a paper form. Medicare will send those claims via electronic transfer. If the provider does not participate, they may submit a CMS 1500 form with a copy of the Medicare Explanation of Benefits form.
  • Insureds must submit a copy of the Medicare Explanation of Benefits form (Medicare Summary Notice).

The claims addresses are :

United American Insurance Co.
Attn: Claims Department
PO Box 8080
McKinney, TX 75070-8080
Globe Life Insurance Company of New York
Attn: Claims Department
PO Box 3125
Syracuse, NY 13220-3125
Globe Life and Accident Insurance Co.
Attn: Claims Department
PO Box 8080
McKinney, TX 75070-8080
American Income Life Insurance Co.
Attn: Claims Department
PO Box 3107
McKinney, TX 75070
Liberty National Insurance Co.
Attn: Claims Department
PO Box 8080
McKinney, TX 75070-8080