Resolving Not Approved Reimbursements
This article applies to you if you have a Via Benefits reimbursement account (sometimes known as a Health Reimbursement Arrangement)*.
Your expenses are paid, denied, or not approved according to your reimbursement account's rules. If a reimbursement request is not approved or denied, you'll receive an Explanation of Unpaid Expenses (EOUE). The EOUE tells you what actions you can take to reprocess your reimbursement request. Read Resolving Denied Reimbursements to learn more about denied expenses.
Not Approved Expenses
Expenses may not be approved because of missing or incomplete required documentation. If your expense is not approved, you can take steps to resolve the issue. Instructions are provided in the EOUE, which will be posted to your account or emailed to you based on your communication preferences.
An expense in a Not Approved status can often be resolved by submitting additional documents to meet the plan rules. Read Documentation Requirements for Reimbursement to learn more. You can resolve not approved expenses on the mobile app, the website, or by mail.
Mobile App
On the mobile app, under Account Updates, you can see your Not Approved expenses. Select Not Approved to see the Activity Details. The Activity Details provide the reason an expense wasn’t approved. For not approved expenses, you can submit documents to have your reimbursement request reprocessed. Select Resolve to get started.
Website
Not approved expenses can be resolved via the Items Need Your Attention section of the Dashboard or on the Activity tab.
Items Need Your Attention
Information about the missing information is found in your EOP, EOUE, or in the Items Need Your Attention section of the reimbursement account Dashboard. Additional documentation can be uploaded to your account on the website by choosing a Not Approved expense and selecting Resolve, then Submit.
Note: Don’t submit a new request for reimbursement.
Activity Tab
To find the Activity tab, select HRA at the top of the page. The HRA tab is customized and may have a different name (e.g., ARA, RRA). Select the plan year (below the Via Benefits logo). Select the Activity tab.
Choose an expense in a Not Approved Status, then select the Not Approved button.
You can also resolve not approved expenses by mailing the EOUE, along with the required information listed on the EOUE, to Via Benefits. The mailing address is shown in the Ways to submit supporting document(s) section.
*Via Benefits reimbursement accounts are administered by Extend Health, LLC.