In California (and increasingly elsewhere), state law requires workers’ comp payers to accept providers’ electronic bills (e-bills) for the treatment of injured workers.

In the 21st century, state legislators across the United States recognize that to incentivize physicians to treat injured workers, they must empower those physicians to submit workers’ comp bills electronically, in the same manner as bills for group health and Medicare. It is unreasonable to expect doctors to expend administrative resources on a paper-based billing system solely for workers’ comp.

Yet, Genex, the bill review vendor for the self-insured employer Marriott, seems unaware of California’s e-billing law, which has been in effect for almost 14 years.

Recently, when daisyBill contacted Genex to inquire about a provider’s bill for a Marriott-injured employee, a Genex representative claimed that Marriott doesn’t accept e-bills. This is patently untrue; daisyBill providers send Marriott thousands of e-bills annually.

After daisyBill corrected the Genex representative and ever-so-patiently noted that our system has timestamped proof that Marriott accepted the e-bill in question, Genex was able to locate the e-bill in their systems.

This was not the only time Genex made the incorrect claim that Marriott does not accept e-bills.

As a self-insured, self-administered employer in California, Marriott is responsible for the actions of its vendors. Genex has repeatedly failed Marriott by sharing counterfactual information about a fundamental aspect of workers’ comp billing. Moreover, it does not reflect well on Marriott that its bill review vendor apparently isn’t aware that it received and processed a Marriott bill.

Unfortunately, as we’ll explore further in future articles, Marriott and its vendor team make it very difficult for providers to receive payment for treating Marriott's injured workers.

Genex Shares Baffling Misinformation

In December, a daisyBill representative called Genex to track down a missing check for an e-bill that Marriott processed. The provider received an electronic Explanation of Review (e-EOR), but did not receive the payment.

The Genex agent told our representative that they could not locate the bill or payment details because “we do not accept e-bills.” Rather than helping the provider, Genex simply claimed that Marriott did not comply with California law. For the bill review vendor of a major employer to make such an obviously incorrect assertion is troubling.

Under California Labor Code Section 4603.4, all workers’ comp payers must accept e-bills. As the California Division of Workers’ Compensation (CA DWC) makes clear on its website, this is mandatory, not optional (emphasis ours):

“By statute, claims administrators are required to accept electronic medical treatment bills. They may develop their own capacity to accept electronic bills or may contract with a vendor to perform the function. Participation in e-billing is optional for medical providers.”

Moreover, our data show that Marriott compliantly accepts workers’ comp e-bills. daisyBill’s Claims Administrator Directory shows that from November 1, 2024, to October 31, 2025, Marriott accepted 99% of the e-bills our California providers submitted, failing to accept only 47 of 6,650 e-bills.

Most importantly, Genex’s misinformation may be costing practices.

When Genex incorrectly claims that an e-bill is “not on file,” providers' billing staff may waste time and resources resubmitting bills that Marriott already received, potentially using fax or snail mail if the provider takes Genex at its ill-informed word.

Fortunately, our representative had the receipts, since our software automatically documents and timestamps every payer’s formal acknowledgement of receipt for every e-bill.

When the Genex representative investigated further at our behest, they (somehow) located the e-bill and explained that they had forwarded it to another vendor for payment and had instructed daisyBill to contact that vendor to investigate further.

As we will explore in a future article, our agent ultimately tracked down the missing payment, which Marriott issued untimely thanks to its vendors' (and its own) bumbling.

It is unacceptable for Marriott to allow Genex to mishandle e-bills from California providers. As the claims administrator, Marriott is accountable for compliance with all payment laws and regulations, regardless of the vendors it chooses to involve.

This payment chaos is ultimately Marriott's responsibility.

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