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Frequently asked Questions and Answers
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Remittance
 
 
Email

Q: I am no longer receiving my emails for EFT payments?
A: Contact Support@SFEPI.com. They will be able to look up the current email address for EFT payment notifications.
Q: How do I change my e-mail address for EFT payments?
A: Login to the SFEPI site. Select the link to change email address. Enter the required information and select the submit button.
Q: I don't remember my e-mail address for EFT. The person to get the e-mails no longer works here?
A: Contact Support@SFEPI.com. They will be able to look up the current email address for EFT payment notifications.
 
 
 
Form

Q: How does a provider/vendor change their business type or update their business type? Does the business/vendor need to register again?
A: The provider business type is used to determine what type of electronic transaction is needed to communicate their EFT remittance advice. If a provider/vendor changes to or from a health care provider, they must re-register on the SFEPI site.
 
Q: How does a provider/vendor change their physical location of the business?
A: The provider must notify their local claim office of a change in the location of their business.
 
Q: How many different locations can you add? Is it only 2? How do enter information for multiple locations?
A: The add additonal location form accepts up to 99 locations. The application has a one hour limit before the user is timed out. If the EFT payee thinks it will take more than one hour to add all of their locations with in one session, we suggest they break the input of the additonal locations into more than one session. Access the add an additional location form to add the remaining locations.
 
Q: What constitutes a business question?
A: A business question is any question that relates to the how, why, and /or what is needed or used to process or complete the EFT form or payment.
 
Q: What constitutes a technical question?
A: A technical question is any question that relates to how, why, or what is needed to operate/fix the system that processes the EFT form or payment.
 
Q: What constitutes a form question?
A: A form question is any question that relates to what data is needed and how the data is used to complete the form
 
Q: The provider/vendor would like to have EFT payments going to multiple banking accounts. The provider does not know their 9 digit zip code. Who can they contact to find this information?
A: The provider/vendor can contact their local post office to obtain their 9 digit zip information.
 
Q: Can a provider/vendor enter a made up 9 digit zip code, specifically the last 4 digits? Will this have any negative effects on EFT processing?
A: If a provider/vendor has set up their receipt of EFT payments by zip code, we need all bills submitted to State Farm billed in the manner the provider/vendor submitted their EFT banking information. The EFT payments are processed based on the EFT banking information submitted by the vendor/provider and the bills/invoices submitted by the vendor/provider.
 
Q: The provider/vendor bank has changed ownership. Should they change their banking information?
A: The provider/vendor's bank will communicate any changes in banking information to State Farm
 
Q: The provider/vendor has opened a new account at a different bank. The provider would like to close their old bank account. What should the provider/vendor do to ensure they continue to receive EFT payments for all bills submitted to State Farm?
A: The provider should wait until they are sure that all bills/invoices that were submitted to State Farm for payment has been processed before closing their old bank account.
 
Q: When completing the forms the provider/vendor declined the disclaimer on the form. The provider/vendor was not allowed to complete the EFT forms. The provider/vendor would like to continue and complete the EFT forms. Can they re access and complete the EFT form?
A: The vendor can re-access the forms
 
Q: The EFT forms refers to “primary location” for Account information. How does State Farm define primary location?
A: The primary location is considered the first location the vendor registered for EFT processing
 
Q: Does the provider/vendor have to enter their 9 digit zip when signing up for EFT?
A: The provider must enter the correct 9 digit zip code to receive EFT payments.
 
Q: Can a provider/vendor have more than one remittance option for one bank account?
A: A medical provider/vendor can have only one remittance option for one bank account per line of business.
 
Q: The provider/vendor is set up by Zip in CVIT. The list of zip codes that use the same bank account is incorrect? How does the provider/vendor update the information?
A: The provider/vendor can update the zip code information by completing the EFT change form
 
Q: What is limit on the number of locations that can use the same bank account?
A: There is not a limit on the number of locations that can use the same bank account number.
 
Q: The provider/vendor bank has merged with another bank and the bank name has changed. Does the provider/vendor need to update their banking information with the change?
A: The provider/vendor does not need to update their banking information. The bank will notify SF of the change and the correct bank routing information.
 
Q: When completing the forms, the provider declined the disclaimer. They would like to access the form a second time to complete and accept the disclaimer. Can they do this?
A: Yes. The provider/ vendor can access the form again. The provider/vendor should access the Sign up and activate account link again.
 
Q: The EFT Enrollment form refers to "primary location". How is "primary location" defined?
A: "The ""primary location"" is the location State Farm's Electronic Funds Transfer (EFT) area would contact first if there was a business need to resolve a question or concern. This will be the first location you enter on the EFT Enrollment form. We capture extra information for this ""primary location"" such as address and contact name. "
 
Q: I tried to submit a form and I get a technical error page.
A: Until the system is available, the user should not try to submit another form.
 
Q: How do I change my EFT bank account #?
A: Login to the SFEPI site. Select the link to EFT forms. Select the EFT change form. Enter the old bank account number. If the user entered the correct bank account number, they will then be asked to enter the new bank account number. Submit the form. It will take up to 2 business days for the change to be effective.
 
Q: How does a provider/vendor change their business type or update their business type? Does the business/vendor need to register again?
A: For the purpose of EFT payments a vendor does not have to change their business type unless the change to or from the business type of Health Care Provider.
 
Q: I am a b2b registered AUTO vendor and I am also registered at Quest (to receive remittance notification by email) and I need to change my bank account. I don't see any forms to change my bank information on SFEPI.
A: Registered b2b users who are redirected to the SFEPI site do not have access the electronic enrollment forms via SFEPI. B2b users should access the EFT enrollment forms on the b2b site.
 
Q: I would like to submit a change to my banking information via completing a form and sending it via the US Mail.
A: We have automated the EFT banking enrollment, add a location, and change forms. We ask that all users who have access to the electronic forms complete their EFT banking information on line.
 
Q: How do I change my address for EFT processing?
A: Is it a physical street address or an email address. If it is an email address, select the email address link after logging into the SFEPI site. If the user is referencing a street address, ask the user how they are set up to receive EFT payments. If the answer is all of their EFT payments are routed to the same bank account, no change in address is required. If the answer is the payments are routed by zip code, a change form needs to be completed.
 
Q: Recently my bank went through a merger and I want to know if I need to change my bank information?
A: No changes are needed. Your bank will notify SF of the change.
 
 
 
Ownership

Q: I recently changed ownership of my business and would like to change my TIN?
A: If the business has a change in ownership, the new owner will need to establish a separate/new account on the SFEPI site. Support should contact the local zone EFT contact to start the process. Please provide the zone EFT contact the vendors name, address, phone, TIN and contact person name.
 
Q: I'm trying to get into SFEPI to view my remittance and can't get in?
A: A user has 3 attempts within one session to successfully access the SFEPI site, before their user ID and password is disabled. If the user ID and password are rejected due to many unsuccessful attempts, the user can reset their password and user ID by selecting reset password link and answering the questions presented to the user. If the user successfully answers the question, they will receive a new password. Once the user accesses the SFEPI site with the new password, they will be asked to change their password. If the user still can't access the system take the users name, business name, phone number, address and TIN and send it to the EFT contact for that state.
 
Q: What do I do if I have 3 password violations and I am locked out of my mailbox?
A: A user has 3 attempts within one session to successfully access the SFEPI site, before their user ID and password is disabled. If the user ID and password are rejected due to many unsuccessful attempts, the user can reset their password and user ID by selecting reset password link and answering the questions presented to the user. If the user successfully answers the question, they will receive a new password via email.
 
 
 
Password

Q: I'm trying to get into SFEPI to view my remittance and can't get in?
A: A user has 3 attempts within one session to successfully access the SFEPI site, before their user ID and password is disabled. If the user ID and password are rejected due to many unsuccessful attempts, the user can reset their password and user ID by selecting reset password link and answering the questions presented to the user. If the user successfully answers the question, they will receive a new password. Once the user accesses the SFEPI site with the new password, they will be asked to change their password. If the user still can't access the system take the users name, business name, phone number, address and TIN and send it to the EFT contact for that state.
 
Q: What do I do if I have 3 password violations and I am locked out of my mailbox?
A: A user has 3 attempts within one session to successfully access the SFEPI site, before their user ID and password is disabled. If the user ID and password are rejected due to many unsuccessful attempts, the user can reset their password and user ID by selecting reset password link and answering the questions presented to the user. If the user successfully answers the question, they will receive a new password via email.
 
 
 
Payment

Q: How long after the payment is issued until the provider/vendor can access their EFT funds?
A: It can take on average up to 5-7 days for a provider's EFT funds to be available at their bank. The timing may differ from bank to bank,
 
Q: What does the provider/vendor remittance information look like?
A: For medical related payments the remittance will look like and Explaination of Review (EOR). The EOR will contain provider billing and State Farm payment information.
 
Q: Can the information explaining the payment remittance be reconciled into the provider’s management practice system?
A: No. We are not able to send the electronic EFT transaction to the provider's management practice system.
 
Q: Can the payment remittance be printed?
A: The payment remittance information in the form of an EOR can be printed for medical bill payments.
 
Q: Will the patient be able to receive an electronic copy of the payment remittance?
A: We are unable to send the patient a copy of the payment remittance electronically.
 
Q: Will I receive payments for Health and Auto Claims if I sign up?
A: The sign up process for EFT payments via the SFEPI site is for Auto claims only.
 
Q: I have received notification of a payment on SFEPI, but have not received the payment into my bank account?
A: It will take up to 3-4 business days after the payment has been issued before it could be available at the bank.
 
Q: I am receiving paper checks, but I was previously receiving EFT payments?
A: There are system limitations that may prevent a payment from being made EFT. State Farm will make every effort to ensure that all payments that can be EFT will be made EFT. Advise the provider/vendor to contact the claim handler who handled the claim. The claim handler who initiated the payment will be able to start the process to determine why the payment failed to go EFT.
 
Q: The Service Provider/Vendor states they are no longer receiving e-mail notifications on new EFT payments.
A: Some Internet providers have SPAM or junk mail settings which interpret the automatic notification incorrectly and block it from reaching the vendor. So, while the notifications are still being generated, it’s possible that it has been blocked. The vendor should make sure their email settings accept messages from the following:notify@sfepi.com, security@sfepi.com, support@sfepi.com. The vendor should be encouraged to check their account on a regular basis and not rely solely upon the e-mail notifications when checking for new payments.
 
Q: Will I receive payments for Health and Auto Claims if I sign up?
A: The sign up process for EFT payments via the SFEPI site is for Auto claims only. To receive payments from the Health lines of business, the vendor/provider should access the b2b site, select the Health Care Provider Business Type, select EFT link for further instructions.
 
 
 
Refunds

Q: I received an overpayment, how do I return the funds?
A: Please return the funds to State Farm via a check. Please include an explanation of the refund and the appropriate claim number.
 
Q: Can I reimburse State Farm via EFT for an overpayment?
A: Receiving refunds or reimbursement via EFT is not supported by Corporate.
 
 
 
Registration

Q: The provider/vendor logs into the system and their account information does not belong to them. Who should they contact regarding this error?
A: Contact SFEPI support at SFEPI.com.
 
Q: I am trying to select/enter my own user ID during the registration process and the system will not accept the user ID.
A: The User ID selected and used must a unique ID and at least 6 characters. If the user ID chosen is not unique the system will not accept it.
 
 
 
Remittance

Q: Can the provider/vendor receive remittance advice to multiple email accounts at one time.
A: No.
 
Q: Can the remittance (payment detail) be electronically transmitted into PMS (Practice Management System)?
A: State Farm Property and Casualty claims is unable to transmit the 835 Transaction into a Practice Management System.
 
Q: Will the patient also receive remittance (payment detail) information (electronic or otherwise)?
A: State Farm is unable to send payment detail information electronically to patients at this time.
 
Q: What does the provider/vendor remittance information look like?
A: Auto P&C Health Care providers will receive remittance that mirrors the Explanation of Review (EOR) that is created by the our claim system.
 
Q: Can the payment information explaining the payment remittance be reconciled into the provider's management practice system?
A: No. At this time State Farm Property and Casualty claims does not have the ability to send medical remittance information directly to an individual's practice management system.
 
Q: Can the remittance be printed?
A: Yes. To print the EFT remittance the user must access their EFT remittance information and select the print button on their browser.
 
Q: The provider is a treating medical provider and they would like to receive remittance advice via a clearinghouse that does not do business or have a connections with State Farm. How can the provider receive remittance through their own clearinghouse?
A: At this time, State Farm P&C claims offers EFT remittance for medical claims submitted under the Auto policy via the SFEPI site only.
 
 
 

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Revised August 29, 2013