Contacting Support: Verifying Your Identity

When you call ClaimRev support — or when one of our agents answers a chat or video call from outside the in-app support flow — they need to confirm you are who you say you are before discussing claim details, account configuration, or anything else tied to your account.

This guide explains why ClaimRev does this and how the identity check works on your end. The whole thing takes about ten seconds.

The phone number a call comes from, the name on Caller ID, and the email address someone gives over the phone are all easy to fake. Without a way to confirm the caller is actually who they claim to be, anyone who knows a little bit about your organization could call us, pretend to be one of your users, and try to extract patient data, change account settings, or send claim files somewhere they shouldn't go.

It's ClaimRev's policy to verify identity on every off-portal contact before disclosing or modifying anything customer-specific. This protects:

• Your patients — claim and remittance data is sensitive health information that should only be shared with the people authorized to see it.
• Your organization — account-level changes, integration credentials, and audit history are off-limits to anyone who can't prove they're authorized.
• You personally — if someone impersonates you and we act on it, your account ends up on the hook for actions you never took.

The agent will send a one-time six-digit code to your ClaimRev-registered email address and your in-portal notification inbox. You read the code back to the agent. The agent enters it on their end. Done.

The code:

• Is only sent to the email and portal inbox on file for your user — never to a number or address you give over the phone.
• Expires after five minutes.
• Can only be used once.
• Allows three attempts before the agent has to start over with a new code.

This is the default. You don't have to do anything ahead of time — the agent drives the process.

1. The agent asks for your name and the customer organization you're calling about.
2. They search you up in their dashboard. They'll read your email address back to you and ask whether it's correct — this is your chance to confirm they've got the right person.
3. The agent clicks Send code. Within a few seconds the code arrives:
   • In your email inbox (subject line: Your ClaimRev support verification code), and
   • As a notification in the ClaimRev portal (bell icon in the top-right).
4. You read the six-digit code to the agent.
5. The agent types it in. Your call continues.

Useful if you're on the phone and either:

• The agent is having trouble understanding your name, email, or account, or
• You'd rather initiate the check yourself — for example, because you got cut off and want to skip a step on the callback.

You'll need to be logged in to the ClaimRev portal in your browser to do this. Then:

1. In the left sidebar, click Support, then Verify Me to Support.
2. Click Generate code. A six-digit code appears on your screen, and is also delivered to your email and portal notification inbox.
3. Read the six-digit code to the agent over the phone.
4. The agent's dashboard automatically detects that you've started a verification — your name pops up in their Waiting to verify list with a small phone-callback icon. They click your card and enter the code.
5. The popup on your screen flips to Support has confirmed your identity. You're verified.

If you don't see Verify Me to Support inside the Support page, your role doesn't have the permission turned on. Your account administrator can enable it in the portal's Communication Settings under the Self-Verify to Support toggle.

• Check your spam / junk folder — the email comes from tickets@claimrev.com with the subject Your ClaimRev support verification code.
• Check the notification bell in the top-right of the portal — the code is there too.
• If neither came through, ask the agent to cancel and send a new code. Each attempt creates a fresh email and notification.

• Confirm you're reading the most recent code — if the agent sent more than one, the earlier ones are no longer valid.
• Make sure you're inside the five-minute window. If the code expired, the agent can issue a new one.
• You get three attempts per code before the verification is locked out. If that happens, the agent will start a new code.

You've started more than five verifications in the last hour. This usually means something else is going wrong — a wrong email on file, a delivery issue, or you genuinely needed several attempts. Either:

• Wait an hour and try again, or
• Ask the agent to call you back and start the verification from their end (the per-user limit doesn't apply to in-flight cancelled or successful verifications, so a fresh code from the agent will work for most cases), or
• If it's urgent, ask the agent to escalate the situation.

The email on file for your user may be stale. Your account administrator can update it in User Management. We won't update an email address over the phone — that itself would be a security risk.

• Read your registered email address back to you so you can confirm it.
• Send the code to your email and portal — only to those, never to a phone number, a different email, or anywhere else.
• Confirm the verification record before disclosing anything sensitive or making account changes.
• Cancel and reissue if something goes wrong.

• Tell you the code. The agent's dashboard never displays the code — they only see your name, your account, and a box to type the code into. If anyone calling you claiming to be ClaimRev offers to tell you a verification code, that's not us.
• Skip verification because you sound stressed, because you're “in a hurry”, or because you've called many times before. Every off-portal call gets verified.
• Change your email or password over the phone. Those require either a portal session you're already logged into, or an admin on your account.
• Disclose patient or claim data before verification. If you haven't verified yet, they won't discuss claims, payments, or anything patient-specific — not even to confirm what you already know.

Every verification — successful, failed, expired, or cancelled — creates an audit record in ClaimRev's systems. The record includes who the agent was, who the user is, the account, the channels the code was sent through, and the outcome with timestamps. The plaintext code is never stored — only a one-way cryptographic hash of it.

Records are retained for at least 30 days and may be retained longer when needed for incident investigations.

You can request a copy of your own verification history from your account administrator or by contacting support.

Yes, if you're calling on the phone or contacting us through any channel other than the in-portal video call feature. The fact that somebody is logged into your account in some browser doesn't tell the agent that the person on the phone is you. The verification code is what closes that gap.

The verification takes under a minute. The agent will hold off on disclosing anything until your status shows verified on their dashboard. If you're in a genuine emergency and can't access your email, tell the agent and they can escalate the situation.

No. Verification covers the current support interaction only. If you hang up and call back tomorrow — or even later the same day — you'll verify again. Standing verifications would defeat the purpose: a fresh impersonator could just claim to be you on a follow-up call.

You can't opt out of verification when calling ClaimRev — it's how we keep your account safe. You can disable the user-side Verify me to support menu item for your account: an admin can flip the Self-Verify to Support toggle off in the portal's Communication Settings. With that off, only the agent-initiated path (Option 1 above) is available. The verification itself still happens on every call.

No. When you click the support help button in the portal and start a video call from inside your authenticated session, the agent already knows who you are — your portal session itself is the identity check. No code needed.

For help with verification or anything else, contact ClaimRev support at help@claimrev.com or call 1-918-842-9564.