Resolving Overpayments
This article applies to you if you have a Via Benefits reimbursement account, sometimes called a Health Reimbursement Arrangement.*
You are responsible for resolving any overpayments. If an overpayment occurs, you’ll be notified through an account alert, email, or mailed notice. If the overpayment isn’t resolved within 35 days, Via Benefits will send a formal notice with repayment instructions. You can either wait for this notice or follow the steps in this article to resolve the overpayment on the website or by check.
After the overpayment is resolved, you’ll receive an email confirming repayment.
Note: In accordance with plan rules, Via Benefits may recover overpayments from future eligible reimbursement requests.
Overpayments can be resolved on the website or by mail. However, some account holders aren't able to initiate repayments through their reimbursement account and must send a check to Via Benefits to repay the overpaid amount.
You can view expense overpayments on the Via Benefits Accounts mobile app, but repayments cannot be submitted through the app.
Website
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.
To pay back an amount due, follow these steps:
1. Sign in to Via Benefits and select the name of the family member whose information you wish 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. On the Dashboard, in the Items Need Your Attention section, select Resolve next to the expense overpayment. The Overpayment Reason is shown. (Review the Payment Breakdown or Activity Timeline to learn more about the overpayment.)
Note: Overpayments don't display in the Items Need Your Attention section until 35 days after the overpayment is identified; however, they still display on the Activity tab.
5. Select Resolve.
6. Depending on the type of overpayment, you have the option to Offset the Amount Owed or Pay it Back. Select the option you prefer.
Offset the Amount Owed allows you to submit a new expense to help offset the overpayment. Go to the Offset the Amount Owed section of this article.
Pay it Back allows you to make a payment on the website or pay by mail. Go to the Pay it Back on the Website or Pay by Mail section of this article.
Offset the Amount Owed
Note: If you have an outstanding overpayment that is less than $1, it can only be paid back via offset.
When you choose Offset the Amount Owed, you're asked to submit supporting documents (e.g., itemized receipts, Explanation of Benefits) for a different eligible expense.
To offset an overpayment, you need to submit eligible reimbursement requests. When they're approved, your reimbursements go toward what you owe, instead of being reimbursed. For example, if you submit a request for a $10 eligible expense, we apply that $10 to your overpayment, rather than send it to you.
1. Select Offset the Amount Owed.
2. Select Add New Expense to offset the overpayment. Follow the process to submit the reimbursement.
Pay it Back on the Website
Note: If you have an outstanding overpayment that is less than $1, it can only be resolved via offset (see Offset the Amount Owed above).
When you choose Pay It Back, you may pay back the overpayment electronically with banking information or with a mailed check.
1. Select Pay it Back.
2. Enter the amount to Pay Today, then select Continue.
Note: You may make partial or full payments. Selecting View All shows the number of overpayments.
3. Verify the payment amount and select Pay Now.
4. On the Change Payment Method page, enter your banking information and select Enter Account.
5. Verify your payment, select Make Payment.
6. You will receive a payment confirmation, click Finish.
Allow 3-5 business days for your payment to process.
Pay by Mail
Pay by Mail allows you to send us a paper check to repay an overpayment.
Check payments are used to resolve the most recent overpayments in the last 90 days. Expenses previously offset to resolve overpayment will be reversed, and those reimbursements will be paid to you.
1. Select Pay it Back.
2. Enter the amount to Pay Today and select Pay by Mail. You can make partial or full payments. Select View All to see the number of overpayments.
3. Select Download Payment Coupon.
4. Print the complete the Payment Coupon. Mail the coupon and payment to the address on the form.
Allow up to 15-20 business days after the payment is mailed for payment to be processed.
If you are unable to resolve the overpayment on the website or by mail and need assistance, please call us at 1-866-322-2824.
*Via Benefits reimbursement accounts are administered by Extend Health, LLC.