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. All reimbursement request methods require that we receive the supporting documents (receipts, etc.) before the request can be reviewed. 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
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Once your reimbursement request is processed, follow these steps to view its status:
1. Sign into Via Benefits.
2. On the Home page, select the name of the family member whose funding information you want to view.
3. Select View accounts under Funds & Reimbursements.
4. Select Reimbursement Center on the Funds and Reimbursements page.
5. Select HRA at the top of the page.
Please note: The HRA tab is customized for your former employer and may have a different name (for example, ARA, RRA).
6. Select the desired plan year (below the Via Benefits logo).
7. Select the Activity tab.
8. Review the Status column to find the status of a request.
9. Select the status button (for example, 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.
Note: You can verify receipt of a mailed request in the Account Updates section of the Dashboard.
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 copays, 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. They get reviewed and approved or partially approved. Your payment is then processed and sent to you according to your chosen payment method.
Expense Goes Through Approval Process
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 requested amount or didn't contain all the required information to approve a portion of the request.
Denied - Request is denied and not actionable. For example, it’s a duplicate or doesn't meet plan requirements, such as expense type, service date or claims submission deadline.
Expense Goes Through the Payment Process
On hold — Reimbursement account is reviewed to determine if there are available funds and if any issues need to be resolved.
Processing payment — Funds have been subtracted from your reimbursement account, but the payment hasn't been sent yet.
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 — 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:
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 contact us.
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.
Bank account required -- Expense is approved but there’s no direct deposit on file.
Your former employer or benefits provider requires direct deposit to receive reimbursements. Payments aren't sent until your banking information is validated.
Note: A portion of an expense could be paid with the balance "On hold" if the payment has depleted available funds.
Misc. Statuses
Cancel — 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.
Overpayment Statuses
You see these statuses, primarily, when an ineligible expenses was paid from your account. Read Resolve 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.
Used for offset — The expense was approved, and it’s being used to resolve an overpayment for an ineligible expense.
Partially Paid — The expense was approved, and a portion of it was used for offset.
Repayment — We’ve received your repayment and it’s processing with your bank.
Recovered — Your payment has been processed and the overpayment is resolved.
Failed —Your payment was returned by your bank because it wasn't successfully processed. The overpayment is still outstanding.
*Via Benefits reimbursement accounts are administered by Extend Health, LLC.
