This article applies to you if you have a Via Benefits reimbursement account, sometimes called a Health Reimbursement Arrangement.*
Expenses are paid, denied, or not approved based on the rules of your reimbursement account. If a reimbursement request is not approved, you'll receive an Explanation of Unpaid Expenses (EOUE). Instructions to resolve the not approved expense are provided in the EOUE, which is sent by mail or email based on your communication preferences.
Read Appealing Denied Reimbursements to learn more about denied expenses.
Uploading Supporting Documents
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.
To avoid a duplicate expense denial, do not submit a new reimbursement request. Instead, resolve the existing reimbursement request.
There are three ways to resolve a not approved expense:
Mobile App
To submit documentation for a Not Approved expense, complete the following steps:
1. Select the Not Approved expense to see the Activity Details.
2. Review the message explaining why your expense was not approved, collect the required documents, and select Resolve to upload them.
Website
You can resolve not approved expenses from the Items Need Your Attention section of the Dashboard or the Activity tab.
To submit documentation for a Not Approved expense, complete the following steps:
1. Choose the not approved expense in one of these ways:
On the Dashboard
View the Items Need Your Attention list and select Resolve for the desired expense.
On the Activity page
Select HRA at the top of the page. The HRA tab may have a different name (e.g., ARA, RRA).
Select the plan year.
Select the Activity tab.
Select Not Approved for the desired expense.
2. Provide supporting documentation:
Review the message explaining why your expense was not approved.
Locate the required documents.
Select Resolve to upload documents.
3. Select Submit.
4. Select an upload method:
Upload allows you to select files from your computer.
Pick From Stored Receipts lets you choose receipts previously saved to your account.
Mobile App Upload allows you to submit supporting documents through the mobile app.
Mail
We recommend resolving not approved expenses through the website or mobile app, as these options result in faster processing. However, you can also resolve not approved expenses by mail.
To submit documentation by mail, complete the following steps:
1. Review the EOUE to identify the required documentation.
2. Gather all pages of the EOUE and any required supporting documents.
3. Mail the EOUE and copies of your supporting documents to Via Benefits at the address listed in the Ways to submit supporting document(s) section of the EOUE.
To help avoid processing delays, be sure to include all required documentation identified in the EOUE.
*Via Benefits reimbursement accounts are administered by Extend Health, LLC.