The most common cause of this is usually that the Secondary Insurance was attached to the patient after the procedures on the Primary Claim were posted to the ledger.
In Denticon, insurance attachments are represented by the Billing Order Column on the ledger. If a procedure is posted when there is only one insurance plan attached, you'll see a D in the Billing Order.
If the patient has both Primary and Secondary Insurance when the procedures are posted, that will be represented by a DD in the billing order.
Solution - Review the procedures attached to the claim. Do they show a D or a DD in the billing order? If they only show a D, that indicates the secondary insurance was not attached when the procedures were posted and estimations were done.
To fix this, we need to delete the primary claim. If there has been a payment made, we'll need delete that as well.
Next we'll need to correct the procedures. You can select them by date on the ledger. That will bring up the Edit Procedure window. In this window you will need to select the Advanced button.
When you select the Advanced button, you will see the Insurance Billing Order. On the line for Secondary, change the billing order from None to Dental. Saving this will update the procedure to show a DD in the Billing Order Column.
Once we see the DD in the billing order column, we can recreate the primary claim, re-enter the Primary payment, and once the claim is closed, a Secondary claim will be created and you'll also have the option now to create a Secondary claim manually if needed.