Why was my claim rejected?

Please note that this is not a comprehensive list of all possibilities. Review your employer’s eligibility policy for details on the required information and documentation.

1. The purchase was ineligible

• Your employer’s program policy determines what’s eligible for each benefit. Select “What’s eligible” at the top of the benefits detail page to see a list of eligible products and services:
  
  

2. There was no name on the receipt

• Your employer might require that your name is clearly visible on the receipt you submit with your claim. Depending on your employer, first, last, or full name may be required.
• If a merchant doesn’t automatically include your name, reach out directly and request a receipt with your name on it.
• You can submit a bank or credit card statement with your name on it containing the purchase as a line item and submit it as proof.

3. There was no date on the receipt

• A transaction date must be clearly visible on the receipt you submit with your claim, so we can verify that it was eligible on the date of purchase. For example, your employer might not allow you to use benefit money you received in 2023 for a purchase made in 2022. If the date is not visible, your claim could be rejected.
• The full date ("MM/DD/YYYY", "DD/MM/YYYY", "Month, Day, Year", etc.) must be listed. "Today" can’t be used to validate a receipt date. 
• A statement clearly showing the full date and amount can be submitted as an alternative.

4. The name of the product or service was missing from the receipt

• The name of the product or service must be clearly visible to confirm that it’s eligible for the benefit.
• If the receipt doesn’t include an itemized list of expenses, reach out to the merchant or provider directly to request one.

5. The amount was missing from the receipt

• The purchase amount must be clearly visible to confirm the claim amount.
• If the receipt doesn’t include an itemized list of expenses, reach out to the merchant or provider directly to request one.

6. A picture of receipt was blurry or partially visible

• If you submitted a picture of the physical receipt or a screenshot of a digital receipt, make sure the image is clearly legible, and isn’t cut off or blurry.

7. The invoice is missing the merchant name

• The invoice provided does not contain the name of the merchant.

8. Claims submitted after the eligible period

• Please refer to your employer's Program Policy to confirm the claim submission schedule. Rejected claims submitted before the deadline cannot be used as placeholders. Corrected claims must be submitted with the correct documentation prior to the deadline.

9. Multiple items with different categories submitted as one claim

• If your receipt includes multiple items that fall under different categories, please submit separate claims for each, indicating the category and corresponding item. When submitting claims, ensure that the claim amount reflects only the items in each respective category. Refer to your company's program policy for details on eligible items and services. 

10. Multiple dates under one claim

• If you have a receipt or payment history with multiple payment dates, please make sure to submit one claim per payment date.