What do the different claim statuses mean?

When you submit a claim, it moves through a few stages before payment is sent. Here’s what each status means:

Pending Owner Verification
The pet owner has not verified their ID yet (via text or email). This step is required so we can reimburse your hospital quickly.

• Ask the owner to check their spam/junk folder if they didn’t see the message.

• If the owner is still onsite, you can take a photo of their ID and email it to [email protected] to help expedite verification.

Pending Internal Verification
Your hospital’s settings require an internal approval step before the claim can be processed. This happens when your “Funding Request Approval Process” (Settings → Funding Requests) is set to Standard or Additional Vet Approval.

• A different Master Admin, Admin, or veterinarian must approve the claim.

• Important: if you submitted the claim, you cannot approve your own claim.

Pending Final Invoice
This status appears when we’ve had to override the normal verification/approval flow for a specific reason (for example, your hospital requested a special handling step, or we received owner verification via phone/email instead).

• No action is needed from your team.

Paid
Your reimbursement has been issued and funds should arrive in your hospital’s account within 2–3 business days.

Why is my reimbursement taking so long?

The most common cause of delays is Pending Owner Verification. If the owner doesn’t complete ID verification via text/email, our team must follow up manually. We’re required to attempt contact through phone calls, emails, and texts, and it can sometimes take time to reach owners—especially if they’re cautious about messages from a third party. We work to move this along as quickly as possible while still being respectful of the owner.

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Why haven’t I received my reimbursement yet?

There are three common reasons:

1. Your bank account isn’t connected in your myBalto Dashboard
   Reimbursements can’t be sent until your hospital’s bank account is linked.

2. The claim is still pending
   Your reimbursement may still be in a pending stage due to owner verification and/or internal approval requirements.

3. The payment has been issued and is in transit
   If the claim status shows Paid, the funds are on the way and typically arrive within 2–3 business days.