Check the Status of Your Reimbursement Request

This article applies to you if you have a Via Benefits reimbursement account (sometimes known as a Health Reimbursement Arrangement)*.

You can submit a reimbursement request on the Via Benefits Accounts mobile app, on the website, or by mail. You have the option to use Automatic Premium Reimbursement, Express Reimbursement, Recurring Premium Reimbursement, or one-time reimbursement. Automatic Premium Reimbursement and Express Reimbursement are the preferred reimbursement method. These methods don't require supporting documentation. Recurring Premium Reimbursement and one-time reimbursement requests require that we receive supporting documents before the request can be reviewed. Premium expenses require a Proof of Coverage Letter or premium statement. Out-of-pocket expenses require itemized receipts or Explanation of Benefits. The status of your reimbursement request displays once it’s processed.

Please note: Processing times may be longer than expected from January through March.

Checking the Status of Your Reimbursement Request

Note: Some information may be cut off if you set your browser to 125% zoom or higher. We recommend using 100% zoom and expanding your browser.

Once your reimbursement request is processed, follow these steps to view its status:

1. Sign into Via Benefits and select the name of the family member whose funding information you want to view.
2. Select View Accounts in the Funds and Reimbursements section.
3. Select Visit the Reimbursement Center for the desired account on the Request Reimbursement and Manage Funds tab.
4. Select HRA at the top of the page.

Note: The HRA tab is customized for your former employer or benefits provider and may have a different name (e.g., ARA, RRA)**.

5. Select the desired plan year (below the Via Benefits logo).
6. Select the Activity tab.
7. Review the Status column to find the status of a request.
8. Select the status button (e.g., Payment Sent, Denied) to view Activity Details.

Activity Details explains the status of a reimbursement request and any action that must be taken. For example, if the request wasn't approved, and you select the Resolve Issue link, there's information about what's needed to process your reimbursement request.

When an expense requires action it displays in the Items Need Your Attention section on the Dashboard. The status of the expense appears with a Resolve link which provides information about what is needed to process your reimbursement request.

Reimbursement Request Statuses

Note: Some information may be cut off if you set your browser to 125% zoom or higher. We recommend using 100% zoom and expanding your browser.

You can check the statuses of your reimbursement requests on the Via Benefits Accounts mobile app or on the website.

To check statuses on the mobile app, select Activity on the menu. On the website, go to your reimbursement account and select HRA**. You can then view the statuses on the Activity page.

Reimbursement requests are tracked and paid as individual expenses. For example, if you submit a reimbursement request for two premium expenses, the request is tracked and paid as two separate expenses. Therefore, the statuses defined below refer to an individual expense.

It’s common for prescription and hospital reimbursement requests to be combined if they’re for the same person, provider, category and plan year. The requests must also be on the same document (e.g., receipt, hospital statement, pharmacy ledger).

Most expenses follow the standard path. Expenses are reviewed for approval based on IRS guidelines and your former employer's requirements. Your payment is then processed and sent to you according to your chosen payment method.

Expense Goes Through Approval Process

Note: The reason for Not Approved and Denied expenses is displayed within Activity Details and Activity Timeline.

A decision is made within five days of receiving your request. If an expense isn't approved, it’s given one of these statuses:

Not approved - Expense requires additional documents for review or approval.
Partially approved – Supporting documents were submitted for only part of the expense or didn't meet your former employer's guidelines or IRS requirements.
Denied - Request is denied and not actionable. For example, the expense was duplicated or doesn't meet plan requirements, such as expense type, service date or claims submission deadline.

Expense Goes Through the Payment Process

On hold — Expense is in processing to determine fund availability. After funds become available, processing completes per your former employer's payment schedule. See the Activity Timeline for specific details.
Bank Account Required – Your former employer requires direct deposit for payment (payment by check isn't supported).
Processing payment — Funds have been subtracted from your reimbursement account and payment is processing.
Payment/partial payment sent — Payment or partial payment has been sent, but it hasn't cleared your bank.
- Direct deposit — Payments should arrive within three business days of your request moving to this status.
- A mailed paper check can take up to 10 calendar days to arrive.
Paid/Partially Paid — Payment has cleared your bank.

Payment May be Put on Hold

The message associated with the status tells you more about why your payment is "On hold." Here are some examples:

Recurring premium expenses process monthly for payment. Once processing is complete, the expense will be reimbursed.
Expense amount is below the minimum payment threshold for mailing checks. This expense will be paid once we receive additional expenses equal to or greater than $25.
We need you to verify your mailing address is correct in your account. Your payment won't be processed until your address is updated. If your address is correct, please call us at 1-866-322-2824.
You don't have enough money in your reimbursement account for the expense.
Your former employer doesn't allow you to use funds from this year towards expenses from previous years, and you don't have an available balance from the same plan year as this expense.

Note: A portion of an expense could be paid with the balance "On hold" if the payment has depleted available funds.

Misc. Statuses

Canceled — Payment is voided at your request or because the check was returned to Via Benefits.
Processing scheduled — A recurring premium expense is scheduled to be processed in the future. The Activity Timeline displays the expected processing date.

Overpayment Statuses

You see these statuses primarily when an ineligible expense was paid from your account and needs to be recovered. Read Resolving Funding Overpayments to learn more.

Overpayment — The expense was originally paid. After payment, it was reversed due to your request or a processing error, or a contribution was reversed. The Activity Timeline details the Overpayment reason. For example:
- We identified another reimbursement request previously submitted for the same individual serviced, date of service, expense type and amount.
- Expenses incurred before or after your coverage period aren't eligible for reimbursement.
- Due to a correction received from your insurance carrier, all or a portion of your reimbursement request previously processed has been adjusted. Your insurance carrier can verify payments received.
Used for offset — The expense was approved, and it’s being used to resolve an overpayment for an ineligible expense. The Activity Timeline displays the date and claim for offset.
Recovered — Overpayment has been recovered by the payment you provided or through offset from another expense.

*Via Benefits reimbursement accounts are administered by Extend Health, LLC.