Health Reimbursement Arrangement
Customer Support

Log in to your online account and select Access My Reimbursement Account. Then, click the Card icon in the top navigation bar. Next to the lost or stolen card, click Report Lost or Stolen. Once complete, you will have the option to order an additional card.

Request a New Card

If you received a notification or letter in the mail requesting documentation, but failed to provide it to American Fidelity, your Benefits Debit Card will be temporarily blocked.

Learn How to Unblock Your Card 

A Benefits Debit Card allows you to pay for eligible expenses, such as prescriptions and copayments. If your employer has elected to provide a Benefits Debit Card, you may use this card instead of paying out of pocket first and then requesting reimbursement.

If you have a Benefits Debit Card, you may use it at most health care facilities, including hospitals, physician’s offices, dental offices, and vision offices.

Additionally, many merchants also accept the card. To view a list of participating stores, visit the Sigis Store Locator.

If you have additional debit card users, you’ll need to request cards for them through your online account. Here’s how:

• Log in to your online account.
• Select the Access My Reimbursement Account button.
• Click your Username on the right side of the navigation bar.
• From this page, you can add or update an existing dependent, as well as manage other account details.
• When adding a family member, the dependent or spouse’s Dependent ID is their Social Security number.
• In the Add Family Member window, select the box to Issue Dependent Card.
• When complete, click Next and Save.

The Internal Revenue Code (IRC) regulations have requirements stating that expenses must be substantiated using itemized receipts, third party statements, or an Explanation of Benefits. To comply with IRC guidelines, we request documentation of your expense to verify the eligibility of the purchase.

1. Log in to your online account or AFmobile
2. Select the Additional Documentation button
3. Select Reimbursement Account(s) 
4. Select the pending transaction and click Add Receipt to upload documentation.

Your documentation or itemized receipts should include:

• Original date of service
• Description of service rendered or expense
• Charges for the service or expense
• Provider of the service or expense
• Recipient of the service or expense

You will receive a request for documentation via mail if you used your Benefits Debit Card to make a HRA purchase, or if you submitted an out of pocket reimbursement claim without a receipt. You also may receive this letter if the documentation you submitted wasn’t sufficient.

These letters are sent the day after a purchase is made or when the claim is reviewed and determined to be missing documentation or containing insufficient information. So, when receiving this letter, you may have already submitted the necessary documents.

You will receive this letter if your Benefits Debit Card was used for an expense incurred outside the plan year, an ineligible expense, or if the documentation you submitted was insufficient.

When the documentation cannot be provided or the expense is ineligible, you have three options:

• Submit a different itemized receipt to offset the transaction amount.
• Contact American Fidelity to make a credit card payment.
• Submit a check in the amount of the transaction to be applied to your HRA.

Yes. As with other reimbursement accounts, be sure to retain receipts for all medical expenses. You’ll need to provide receipts when submitting a claim, and you may be requested to submit verification of expenses after using your Benefits Debit Card.

The fastest way to file a reimbursement claim is through your online account, or on our mobile app, AFmobile^®.

• Online
  1. Log in to your online account
  2. Click on the Access My Reimbursements button
  3. Choose Add Claim on the Claims dropdown
  4. Complete the claim form
  5. Upload receipt
  6. Click the Submit button
• AFmobile
1. Touch the Submit Reimbursement button on the AFmobile dashboard
2. Complete the Claim Form
3. Upload receipt
4. Click the Submit button
• Fax or Mail
  1. Download and complete an HRA Expense Reimbursement Voucher and include all applicable receipts and documentation. Please note, paper claim filing is not the fastest option. File a claim online or through AFmobile to get your money faster.

Eligible expenses generally must have been incurred during the current plan year. Check with your employer for specific rules applicable to your plan.

You may select to receive reimbursements as a mailed check or via direct deposit. You will receive your money faster if you enroll in direct deposit.

Enroll in Direct Deposit Online 

You may view your account information at any time by logging in to your online account. Then, select Access My Reimbursement Account and click Claims Activity.

You can also view your account information from our app, AFmobile^®. You will be able to view your account balance from the dashboard, or, click on your reimbursement account to view a complete transaction history. 

Once your claim and all required documentation have been received, the turnaround time for claims processing is generally 5-7 business days.