Home   Login   Help  

 
Frequently asked Questions and Answers
Sections

Email
Form
Ownership
Payment
Refunds
Registration
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: 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. Only non-medical providers can use zip code to enroll for EFT. Medical providers have the ability to use TIN or NPI.
 
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: 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. 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: 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: 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 information with State Farm?
A: Login to the SFEPI site. Select the link to EFT forms. Select the EFT change form. For non-medical providers, 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. For medical providers, type over the old data and submit the change.
 
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 is to or from the business type of Health Care Provider.
 
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.
 
 
Ownership

Q: I recently changed ownership of my business and would like to change my TIN?
A: Support should contact the claims EFT contact to start the process. Please provide the 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 SFEPI 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 3-5 banking 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 an Explaination of Review (EOR). The EOR will contain provider billing and State Farm payment information.
 
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: 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 3-5 banking 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 make EFT. Advice the provider/ vendor to contact their claim handler who handled the claim. The claim handler who initiate 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, itís 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 both State Farm Health and Property & Casualty Claims if I sign up?
A: The sign up process for EFT payments via the SFEPI site is for Property & Casualty 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 State Farm.
 
 
 
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 directly 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: Are there any differences between the paper EOR and the remittance viewed on the SFEPI website?
A: No.
 
Q: Can the payment information explaining the payment remittance be reconciled into the provider's management practice system?
A: Yes, if the provider has the ability to import the standard 835 data into their practice management system receivables.
 
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: The provider should instruct their clearinghouse to contact Utah Health Information Network (UHIN) for connection instructions. UHIN is the clearinghouse State Farm uses for Property and Casualty claims. Note: State Farm Auto creates electronic remittance advices (835s) only for the state of Minnesota. State Farm Workerís Compensation creates 835s for all states where State Farm writes Workerís Compensation policies.
 
 
 

Copyright © 2016 All rights reserved. 
Revised March 5, 2016