> ## Documentation Index
> Fetch the complete documentation index at: https://help.visualcare.com.au/llms.txt
> Use this file to discover all available pages before exploring further.

# SAH gap payments

> How Visualcare identifies and manages payment gaps in Support at Home claims

When Services Australia doesn't pay the full amount of a submitted Support at Home (SAH) claim, Visualcare identifies the shortfall and helps you determine whether an invoice is needed and who to bill.

## What is a gap payment?

A gap payment is the difference between what you claimed and what Services Australia paid. This can occur when a service line is partially paid or not paid at all. Visualcare surfaces these gaps during the reconciliation process so you don't have to identify them manually.

## Gap payment workflow

<Steps>
  <Step title="Upload the reconciliation file">
    Open the submitted claim in Visualcare and upload the reconciliation file from Services Australia.
  </Step>

  <Step title="Review the Gap Analysis screen">
    If gaps or non-payments are identified, a **Gap Analysis** screen appears. This lists each service line that has a gap, showing the claimed amount, the paid amount, and the difference.

    Export to CSV if you need a copy for your records or to share with your finance team. Click **Confirm** to proceed.
  </Step>

  <Step title="Note the updated claim status">
    Claims with gap components update to **Partially Paid** status. This distinguishes them from fully paid claims in your claim list.
  </Step>

  <Step title="Generate invoices">
    When you generate invoices for a partially paid claim, Visualcare creates up to three separate invoices:

    | Invoice prefix | Invoice type        | Filter by                 |
    | -------------- | ------------------- | ------------------------- |
    | **INVG**       | Government          | Invoice Type: Government  |
    | **INV**        | Client Contribution | Invoice Type: Participant |
    | **GAP**        | Gap payment         | Invoice Type: Gap         |

    Use the **Invoice Type** filter to view each type separately.
  </Step>

  <Step title="Review statements">
    Statements for the period show a breakdown of all three components: Government component, Client contribution, and Gap component.
  </Step>

  <Step title="Assign a payer to the gap invoice">
    Click on the **GAP** invoice to select who will be billed for the gap amount.

    * Use the drop-down to select from contacts already in your accounting software
    * Or enter a payer using the free text field if the contact doesn't exist yet

    Government invoices use the **Agreement Payer** or the **Client Profile Payer** by default. Client invoices use the client's **Accounting Code**.
  </Step>
</Steps>

<Tip>
  Export the Gap Analysis to CSV before confirming if you want a record of the original gap detail. Once you confirm, you won't be able to access the pre-confirmation view again.
</Tip>

## Running into issues?

See [SAH claiming troubleshooting](/troubleshooting/sah-claiming-errors) for common errors and fixes.

## Related articles

<CardGroup cols={2}>
  <Card title="SAH financials" icon="dollar-sign" href="/client-management/sah-financials">
    Manage SAH budgets, statements, and financial exports
  </Card>

  <Card title="Billing to SAH" icon="receipt" href="/finance/billing-to-sah">
    Generate invoices and submit claims for SAH clients
  </Card>

  <Card title="SAH adjustments" icon="arrows-rotate" href="/client-management/sah-adjustments">
    Handle underclaims and overclaims for SAH payments
  </Card>

  <Card title="SAH agreements" icon="file-contract" href="/client-management/sah-agreements">
    Set up and manage Support at Home agreements
  </Card>
</CardGroup>