Health Reimbursement Arrangement (HRA) Support

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.

Please note – when you use your Benefits Debit Card to pay for eligible medical expenses, documentation (like an explanation of benefits (EOB) or an itemized receipt) must be submitted to prove the eligibility of the expenses.

You may use it at most health care facilities, including hospitals, physician’s, dental, and vision offices.

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

Log in to your online account and select Manage My Reimbursement Account. Then, hover over your name on the top right and click Debit Card(s). Click Report Lost or Stolen next to the appropriate card. Once complete, you will have the option to order an additional card.

Report a Card Lost/Stolen 

To reactivate your card, you will either need to submit the requested documentation or pay back the transaction.

Note: If your card is no longer active, you may have submitted insufficient documentation for an existing claim.

Learn How to Reactivate Your Card 

Pending transactions require additional documentation to complete processing. You will receive communication when documentation is needed. 

How to submit documentation to an existing transaction:

 Log in to your online account or AFmobile^®

• Select the Additional Documentation button
• Select Reimbursement Account(s)
• Select the pending transaction and click Add Receipt to upload documentation

No additional action is needed on resolved transactions. Please review your transaction history for reimbursement information.

If you have a spouse or additional qualified dependents, you may request a card for them through your online account, or on our mobile app, AFmobile^®. Here’s how:

• Online
  1. Log in to your online account.
  2. Select Manage My Reimbursement Account.
  3. Hover over your username the right side of the navigation bar and select Profile.
  4. At the bottom of this screen, select Add Family Member.
  5. In the Add Family Member window, select the box to Issue Dependent Card.
  6. When complete, click Next and Save.

• AFmobile
  1. Select the Profile, and then select Family Members.
  2. In the Add Family Member window, select the box to Issue Dependent Card.
  3. When complete, click Next and Save.

Online

1. Log in to your online account
2. Select Manage My Reimbursement Account
3. Select your name in the right-hand corner of the screen.
4. Select Debit Card(s)
5. Select the card you want the PIN number for
6. Select View PIN

AFmobile

1. Log in to AFmobile
2. In the Reimbursement Accounts section, select See All
3. Select Manage your accounts
4. Select Menu
5. Select the My dropdown, then select Debit Card(s)
6. Select the card you want the PIN number for
7. Select View PIN

If you see any suspicious activity with your Benefits Debit Card, report it within 60 days to dispute the charge immediately. The fastest way to dispute a charge is by completing the form online. Here's how:

• Log in to your online account.
• Click the Manage My Reimbursement Account button.
• Expand the fraudulent transaction in either the Claim Activity, Transaction, or Account Activity page.
• Complete and e-sign the dispute form.

You can also dispute a charge by calling us at 800-662-1113. Unfortunately, you cannot dispute a charge through AFmobile^® at this time. 

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

Yes, all HRA expenses are required by the Internal Revenue Code (IRC) regulations to be substantiated and adjudicated. This means documentation in the form of itemized receipts, third-party statements, or an explanation of benefits (EOB) must be provided and reviewed for eligibility. 

We request this documentation to comply with the Internal Revenue Code (IRC) regulations.

To be reimbursed for an expense, documentation must accompany your reimbursement claim form. Documentation will be reviewed to determine if the expense is eligible. If the expense is eligible, your reimbursement will be processed with either a check or direct deposit being sent to you. (If you submit your request online, “pay the provider” is an option.)

When a Benefits Debit Card is used for an expense, some of the transactions may have processes that handle substantiation and adjudication automatically. Because not all Benefits Debit Card transactions have the automated process, retain your expense documentation to submit upon request.

When you will not need to submit documentation: When your Benefits Debit Card is used for an eligible expense at a merchant with the Inventory Information Approval System (IIAS), the details needed to verify and approve the transaction will automatically be provided. This will also occur when a Benefits Debit Card transaction is for a dollar-amount co-pay that matches a co-pay in our system provided by your employer or when there is a recurring expense that you have already properly documented. No further documentation will be required.

When you will need to submit documentation: When you pay for an expense out-of-pocket and submit a reimbursement claim online, through our mobile app, or via mail or fax, documentation must be included for the eligibility of the expense to be verified. When your Benefits Debit Card is used for an expense, and it is not at an IIAS-merchant, is not a matching co-pay, and is not a recurring expense – an itemized receipt or documentation must be provided for the eligibility of the expense to be verified. Keep in mind, the date of service must be within the plan year (or grace period, if applicable).

Learn more: Why is Substantiation Required for Certain Debit Card Expenses?

You can submit documentation through your online account or AFmobile^®. Follow the instructions below: 

• Select Additional Documentation.
• Select Reimbursement Account(s).
• Select the pending transaction, and select Attach New Document to upload documentation.

Your documentation should include:

• Explanation of Benefits (EOB) from insurance carrier or,
• Itemized documentation for an expense which should include: 
  
  • Original date of service
  • Description of service rendered or expense
  • Charges for service or expense
  • Provider of service or expense
  • Name of patient who received service or incurred expense

A credit card receipt is not sufficient documentation unless the receipt includes the above information.

If you have used your Benefits Debit Card to make an HRA purchase, or if you submitted an out-of-pocket reimbursement claim without documentation, you will receive a request for documentation notice. You also may receive this notice if the documentation you submitted was insufficient.

You may receive this notice if:

• Your Benefits Debit Card was used for an expense incurred outside the plan year,
• Your Benefits Debit Card was used for an ineligible expense, or
• If submitted documentation is missing information.

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

1. Submit different itemized documentation to offset the transaction amount,
2. Pay the expense back online,
   • Log in to your online account.
   • Select Manage My Reimbursement Account.
   • Under Balance Due, click Pay Now.
   • Select the charge and Pay Now or Add a Receipt.
   • Repay the Full Amount, Partial Amount or Individual Transaction.
3. Submit the notice received along with a check in the amount of the transaction to be applied to your Healthcare FSA account.

Personal expenses for general health and wellness are not eligible for reimbursement under a Healthcare Flexible Spending Account, a Limited Purpose Flexible Spending Account, a Health Savings Account, or a Health Reimbursement Arrangement. However, some general health and wellness items may be used to treat a specific medical condition. These dual-purpose items require an LMN to qualify as medical expenses under a reimbursement account. A healthcare physician must evaluate and diagnose the condition based on the patient's medical history and symptoms. The LMN must be provided by a medical provider or primary care provider and should include the provider's name and address, the client's name, the diagnosis, the recommended treatment for reimbursement, and a treatment timeframe. LMNs should be submitted annually. An LMN provided by a paid telehealth service that relies on self-reported health information or questionnaires is not a valid LMN. 

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

1. 1. Log in to your online account
   2. Click on the File a Claim button
   3. Select Reimbursement Account(s)
   4. Complete the claim form
   5. Click the Submit button

To fax or mail, download and complete a Claim Form 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. 

Turnaround time for claims processing is generally 3-5 business days after we receive all required documentation.

The fastest way to receive your reimbursement is through direct deposit.

Sign up for direct deposit online by logging in to your online account and selecting Manage My Reimbursement Account. Hover over your name to access your Profile, then click the Edit button above Reimbursement Method.

If you do not sign up for direct deposit, you will receive a check by mail. Note: This method will increase the time it takes to receive your reimbursement.

Log in to your online account and select your account to review your balance and transaction history.

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

No, you may not add documentation to your existing denied claim. You will need to submit a new claim with the correct documentation.