For specific guidance steps on how you can resolve a denied claim, please log in to your online account. If you have questions about your denial, start a chat in-product, which will be optimized for each account type.
We’ll notify you if we are unable to process a claim for reimbursement. Some denied claims require additional documentation you’ll need to submit in your online account for it to be processed. You aren't able to delete a claim after it has been submitted, but you can submit a new claim or edit a claim.
Please make sure that your receipts and documentation include the following five pieces of information:
Patient's Name: The name of the person who received the service or for whom the item was purchased for. For retail store purchases, this information may be excluded.
Provider's Name: The provider that delivered the service or where the item was purchased.
Date of Service: The date on which services were provided or the item was purchased.
Type of Service: A detailed description of the service provided or item purchased. A bag tag is sufficient for prescriptions.
Cost: The amount you paid for the service or product and/or the portion that is not reimbursed through your insurance carrier.
Do's and Don'ts for submitting receipts
Do's
Do use your Explanation of Benefits (EOB), especially if your insurance paid a portion of the expense.
Do make sure your receipt is legible; check that it isn’t too dark or light and that information is not cut off.
Do include stamped provider information on handwritten receipts.
Don't
Don't send credit card receipts, cancelled checks, and balance forward cancelled checks, they typically do not include all five key pieces of information.
Don't use highlighters on your receipts.