Does the insurer’s decision come back electronically in eAgreement Light?

No. Electronically you only ever receive an acknowledgement (TAck) or an electronic reject. The medical advisor’s actual decision — acceptance or refusal — arrives on paper, and you record it in Resthome with the “Paper decision received” button.

What is the difference between “Sent” and “Decision pending”?

“Sent” means the broker accepted the message: it is on its way, but you have no proof yet that the insurer received it. “Decision pending” means the legal acknowledgement came back — you now have proof of receipt, and you are waiting for the paper letter.

How long do I have to send an eAgreement request?

14 calendar days from the resident’s admission. Resthome computes the deadline and flags the request when it approaches or passes. The send is never blocked — a late request can still be regularised on a later invoice.

What happens if the insurer never replies?

After 15 days without a response, the agreement is considered tacitly granted under the applicable regulation. Resthome tracks the deadline and lets you record the outcome as “Tacit agreement” — with the same effect as an acceptance.

The status says “Rejected” — is that a refusal?

No. “Rejected” is an electronic reject: the insurer’s system refused the message itself (a structural or data problem), usually within 48 hours. A “Refused” is the medical advisor’s decision, on paper. A reject is fixed and resent; a refusal is contested.

Following a request: deadlines and decision¶

Sending an eAgreement request is not the end of the story. This page covers everything that happens next: what comes back electronically, the two regulatory deadlines to watch, and how to record the insurer’s decision.

The essential asymmetry

In eAgreement Light, only acknowledgements and rejects travel electronically. The medical advisor’s decision — the one that grants or refuses the allowance — arrives by post. Resthome cannot fetch it: you record it by hand, and the software then does the rest.

The two acknowledgement levels¶

The request status follows what actually came back, which is why there are two steps rather than one.

Status	What it means	What you have
Sent	The broker accepted the message.	It is on its way. No proof the insurer received it.
Decision pending	The legal acknowledgement came back.	Legal proof of receipt by the insurer.

The first acknowledgement is a transport receipt from the broker — useful, but with no legal value. The second is the legal acknowledgement: signed proof that the recipient received your message. It is the one that starts the tacit-agreement clock.

The Check Response button, available from Sent onwards, asks the platform whether anything new has arrived. There is no waiting period to respect on your side: if you ask too often, the platform itself replies with a “please wait” message that Resthome shows you plainly.

If the acknowledgement comes back negative

A negative acknowledgement (TAck KO) means the message was not accepted. A banner appears on the request with the reason returned. This is not a refusal of the allowance — it is a transport failure: correct what is reported and send again.

Deadline 1 — sending: 14 days from admission¶

Regulation gives the institution 14 calendar days from the resident’s admission to transmit the request. Resthome computes the deadline from the admission date and shows a status:

Status	Meaning
Deadline OK	You are within the window.
Send quickly	Three days or fewer remain.
Deadline exceeded	The window has closed.

The send is never blocked

Resthome informs, it does not forbid: an exceeded deadline still lets you send. A late request can be refused for lateness by the insurer, but a regularisation on a later invoice remains possible. Sending late beats not sending.

Deadline 2 — the reply: tacit agreement at 15 days¶

Once the insurer has acknowledged receipt, they have 15 days to answer. Beyond that, the agreement is tacitly granted under the applicable regulation — silence is worth acceptance.

Resthome counts from the legal acknowledgement date, falling back on the send date when no acknowledgement was recorded, and shows where you stand:

Status	Meaning
Waiting	The window is open, the insurer can still reply.
Deadline expiring soon	Three days or fewer remain.
Deadline expired — tacit agreement obtained	The 15 days have elapsed with no reply.

A daily reminder flags the requests entering their last three days and those that have passed the deadline, so a tacit agreement is never left hanging.

A tacit agreement still has to be recorded

Passing the deadline does not close the request on its own. Record the outcome as Tacit agreement (below) so the allowance is billed and the agreement carries a start and end date. Left in Decision pending, it bills nothing.

Recording the insurer’s decision¶

When the letter arrives — or when the tacit deadline passes — open the request and click Paper decision received. The button is available from Sent onwards.

Three outcomes:

Acceptance¶

The insurer grants the allowance. Copy from the letter:

the agreement number printed on it — it also serves as the reference in case of dispute;
the start and end of the agreement;
the agreed category — which may differ from the one you requested;
the CT1/CT2 entitlement code: pick the pair from the list, the two codes always go together.

Refusal¶

Record the reason as stated on the letter. It is required — a refusal without a written reason cannot be contested later.

Tacit agreement¶

The regulatory fallback when the 15 days elapsed with no reply. Same effect as an acceptance; fill in the agreement dates and category as you requested them.

Common to all three¶

Whatever the outcome, also record:

the decision date written on the letter;
the medical advisor who signed it. Pick from those already registered on the resident’s insurer, or create one inline — it is filed under that insurer so you only type it once;
the scanned letter itself, as proof.

The agreed category is what gets billed

The insurer may grant a category lower than the one you requested. What is recorded here is what is billed — not what you asked for. If the gap is not justified, contest it with the insurer rather than correcting it by hand.