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Please be advised we are aware of a problem preventing payment reports from returning to Gentu for all claim types, despite payment being received external to Gentu. We are working on resolving this as a matter of priority. Thank you for your patience.

An error occurred while trying to generate the XML file for the claim

  • Updated

An error occurred while trying to generate the XML file for the claim:

Click here for details.

When does this error appear?

This error will usually appear as an Error in the Sent column of the Claims Control window after you have attempted to send a claim.

What does this error mean?

Usually indicates Gentu has failed to create the XML required to send the claim. There may be several reasons for this, and usually there will be more information in the 'Click here for details' link attached to the error.

How do I resolve this error?

If you receive this error message in your Claims Control window, there will be a link below the error text that says 'Click here for details'. Click on that link to open the claim log and either copy this or take a photo and send this in an email to gentu@geniesolutions.com.au so we are able to review. Once we receive the claim log we can review the response Medicare has returned in this log to determine why the error occurred, then provide you with the steps for how to resolve the issue if applicable.