Below are common reasons a reimbursement claim could be rejected, and how best to avoid them. The most common reasons are that the item wasn’t eligible, or there was a mistake with the receipt you submitted with your claim.
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.
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 isn'it, 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.
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.