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When a Support at Home (SAH) claim has been submitted for the wrong amount, the correction process depends on whether you underclaimed or overclaimed, and how far through the payment workflow the claim has progressed.

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Standard SAH payment workflow

Understanding where you are in the workflow determines which steps to take. VC Export → PRODA Upload Invoice → PRODA Claim Submitted → PRODA Payment CSV → VC Reconcile Claim → API Balance Updated

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Underclaims

An underclaim occurs when the original claim was for less than it should have been. To correct an underclaim, add the difference as a new expense line item in Visualcare. No PRODA amendment is needed. The client’s available funds are used when the updated claim is made.

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Overclaims

An overclaim occurs when the original claim was for more than it should have been. Corrections require a PRODA amendment. The steps differ depending on where you are in the workflow.

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Before VC reconciliation

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After VC reconciliation

If the claim has already been reconciled in Visualcare, contact Visualcare support to assist with the correction.
1

Amend the claim in PRODA

Amend the overclaimed amount in PRODA and download the updated payment CSV.
2

Contact Visualcare support

Send the updated payment CSV to Visualcare support along with the current invoice and statement status for the affected client.
3

Data rollback

Visualcare support performs a data rollback. The steps vary depending on current status:
4

Re-reconcile in Visualcare

Re-reconcile the claim using the corrected payment CSV.
5

Recreate invoices and statements

Recreate any invoices and statements that were affected by the rollback.

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Known limitations

Keep manual records for all adjustments. Adjustments are not recorded natively in Visualcare, so your own records form the audit trail.
  • Statements don’t support negative adjustment lines. Attach a manual note to the statement where an adjustment applies.
  • There are no standalone adjustment invoices in Visualcare. Create these manually in your accounting software where needed.
  • Adjustment history is not stored in Visualcare, making manual recordkeeping essential for compliance and audit purposes.

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Running into issues?

See SAH claiming troubleshooting for common errors and fixes.

SAH financials

Manage SAH budgets, statements, and financial exports

SAH agreements

Set up and manage Support at Home agreements

Billing to SAH

Generate invoices and submit claims for SAH clients

Client expenses

Record and manage expenses on a client profile