Hospital Listed in Silson24 but No Medical Records? 4 Reasons Records May Not Appear and How to Fix It
As of October 2026, if a hospital appears in Silson24 search results but your medical records are missing, first check the hospital's electronic system connection status, treatment dates, and whether the records have been made available. Finding a hospital in search results does not mean all previous medical records can be retrieved. Even if electronic claims are unavailable, you can still submit supporting documents directly to your insurer.
Filing indemnity health insurance claims has become easier through Naver and Toss, but it is important to understand that searching for a hospital and retrieving medical records are two separate steps.
1. Why a Hospital Appears in Search Results but Medical Records Are Missing
Finding a hospital's name in Silson24 does not necessarily mean that all medical records from that hospital can be retrieved automatically.
There are four main situations to distinguish.
| Possible cause | What to check first |
|---|---|
| Electronic system connection issue | Whether the hospital is actually enabled for electronic claims |
| Treatment date issue | Whether the selected search period matches the actual treatment date |
| Record availability issue | Whether the medical records are available for retrieval |
| Previous treatment issue | Whether the treatment took place before the hospital's electronic system was connected |
The most important distinction is the difference between finding a participating hospital and successfully retrieving individual medical records.
According to government guidance issued in October 2026, Silson24 is available at approximately 5만 hospitals, clinics, and pharmacies nationwide, but the medical institution connection rate is approximately 47%.
Therefore, even if you have indemnity health insurance, whether you can use the service depends on the electronic connection status of the medical institution you visited.
2. Can Changing the Treatment Date Make the Records Appear?
If you selected the wrong search period, simply changing the dates may resolve the problem.
In Silson24, you select your insurance policy and then confirm the medical institution and treatment date.
For example, if you received treatment on September 15 but set the search period to October, the relevant records may not appear.
In this situation, check the following in order.
1. Confirm the actual date of your hospital visit.
2. Compare the name and address of the medical institution selected in Silson24.
3. Reset the search period so that it includes the treatment date.
4. Confirm that the correct insurance policy is selected.
5. Search for the same medical records again.
If you cannot remember the treatment date, you can refer to your card payment history or the receipt issued by the hospital.
However, if the records are still missing after changing the dates, the problem may involve more than an incorrectly selected search period.
3. When Previous Medical Expenses Are Missing at a Participating Silson24 Hospital
Even if a hospital participates in Silson24, that does not mean all previous medical records are transmitted.
This is because the date when the medical institution established its electronic connection and the scope of records it provides may differ.
For example, if you received treatment in March at a hospital that completed its Silson24 connection in September 2026 of the same year, you need to check separately whether those earlier records are eligible for electronic claims.
Two issues must be distinguished here.
First, Whether You Can File an Insurance Claim
Just because medical records cannot be retrieved through Silson24 does not mean you are unable to file an insurance claim.
Second, Whether Documents Can Be Transmitted Electronically
Even if treatment is eligible for an insurance claim, you may need to use the conventional document submission process if Silson24 does not provide the relevant records.
For older medical expenses, you generally need to check the 3-year limitation period for insurance claims. The actual starting point of this period and whether a claim is still possible may vary depending on individual circumstances, so it is advisable to contact your insurer first about older medical expenses.
4. The Fastest Steps to Resolve Missing Medical Records
If your medical records are not displayed, checking the search conditions first is more efficient than repeatedly installing or uninstalling the app.
Step 1. Check Participating Institutions in Silson24
Visit Official Silson24 Website to check whether the hospital or pharmacy you visited supports electronic insurance claims.
Step 2. Recheck the Treatment Date and Insurance Policy
Confirm that the actual visit date and selected insurance policy are correct, then search again.
Step 3. Ask the Medical Institution Whether Records Are Available
If the institution participates in the service but no records appear, ask whether electronic records for the relevant treatment date can be provided.
Step 4. Use Your Insurer's Existing Claims Process
If electronic retrieval is unavailable, obtain the necessary supporting documents from the hospital and submit your claim directly to your insurer.
If you still have questions about using Silson24 or cannot resolve a record retrieval error, you can contact the official support center at 1811-3000.
Support hours are weekdays from 9 a.m. to 6 p.m. and Saturdays from 9 a.m. to 1 p.m. The center is closed on Sundays and public holidays.
5. What Documents Are Needed If Electronic Claims Are Unavailable?
Even if you cannot find your medical records in Silson24, you can still file an insurance claim using the conventional process.
The documents you generally need to check are as follows.
| Document | What it verifies |
|---|---|
| Medical expense statement and receipt | Proof of actual medical expenses paid |
| Detailed medical expense breakdown | Treatment items and associated costs |
| Prescription and pharmacy receipt | Insurance claims related to prescribed medication |
| Additional documents, such as a medical certificate | Documents separately requested by the insurer |
Not every claim requires all of these documents.
Required documents may vary depending on the claim amount, whether the treatment was outpatient or inpatient, the insurance product, and the insurer's review criteria.
Therefore, before requesting documents from the hospital, check the required paperwork through your insurer's app or customer service center to avoid unnecessary document issuance.
In particular, some insurers may apply simplified documentation requirements to small outpatient claims. It is therefore advisable not to decide whether a medical certificate is necessary based solely on the claim amount.
6. What If Medical Records Are Also Missing on Naver or Toss?
If medical records do not appear when filing an indemnity health insurance claim through Naver or Toss, you should also check the medical institution's connection status in Silson24.
Starting from 2026-10-07, the service was improved so that users could complete indemnity health insurance claims directly within Naver Map, Naver Pay, and the Toss app.
By consenting to the use of MyData, users can also reduce the need to enter information such as the medical institution, treatment date, insurer, and bank account number separately.
However, making the information entry process easier is not the same as making medical records from every hospital available for retrieval.
If a medical institution is not connected to Silson24 or has no records available for retrieval, simply switching platforms may not resolve the problem.
Therefore, rather than repeatedly switching between Naver, Toss, and Silson24 when records are missing, it is better to first confirm the hospital's connection status and the scope of medical records it provides.
7. Does a Completed Claim Status Mean the Insurance Benefit Has Been Paid?
Even if Silson24 displays a message indicating that your claim has been completed, this does not mean the insurance benefit has already been paid.
Silson24 is a service that electronically transmits the documents needed for an insurance claim to the insurance company.
Your insurer determines whether benefits will be paid and the amount payable after reviewing your insurance policy and submitted documents.
Therefore, after submitting a claim, you should distinguish between the following stages.
| Screen status | Meaning |
|---|---|
| Medical records retrieved | Medical records for the claim have been identified |
| Claim transmission completed | The claim documents have been transmitted |
| Insurer receipt and review | The insurer is processing and reviewing the claim |
| Insurance benefit payment | Payment is made after the insurer's review |
If you have completed transmission through Silson24, it is advisable to check the receipt and review status through your insurer's app or website.
If claim documents are missing or additional paperwork is required, you should provide the necessary information according to the insurer's instructions.
8. Frequently Asked Questions
Q. If My Hospital Is Not Listed in Silson24, Does That Mean I Cannot Receive Insurance Benefits?
No. If a hospital does not appear in Silson24 search results, it may mean that electronic claims are unavailable. Whether you can file an insurance claim depends on the coverage terms of your indemnity health insurance policy and the treatment you actually received.
Q. How Many Days Should I Wait If My Medical Records Do Not Appear?
It is difficult to specify a fixed record availability period that applies to every medical institution. If the treatment date and search conditions are correct but no records appear, it is advisable to contact the medical institution or the Silson24 support center.
Q. Can I Also Retrieve the Cost of Medication Purchased at a Pharmacy?
Starting from 2025-10-25, pharmacies were also included in the electronic indemnity health insurance claims system. However, you need to confirm whether the pharmacy you visited is actually connected and whether the relevant prescription and medication expense records are available for retrieval.
Q. Can I File a Claim Through My Insurer's App If My Medical Records Are Missing?
Yes. You can submit supporting documents using the insurer's existing claims process. However, coverage eligibility and required documents depend on your insurance policy and the details of your claim.
Conclusion: Medical Record Availability Matters More Than Finding the Hospital
If medical records do not appear in Silson24, first check the hospital's electronic connection status and the actual treatment date.
As of 2026-09-28, the Financial Services Commission reported that 5만 340 medical institutions had completed their Silson24 connections, representing 47.7% of the total 10만 5,643 institutions. Electronic claims are not yet available at every medical institution.
Even if a hospital is a participating institution, previous medical records or individual treatment records may still be unavailable for retrieval.
Most Importantly, Do Not Mistake a Failed Silson24 Record Search for Being Unable to File an Insurance Claim
If electronic claims are unavailable, you can prepare the necessary documents and submit your claim directly to your insurer.
For older medical expenses, it is also advisable to check the limitation period for insurance claims so that you do not miss the opportunity to file.