If your reimbursement claim is denied, review the denial reason, gather any missing documentation, and resubmit the claim with the requested information.
Step 1: Review the denial reason
Start by reviewing the denial notice in your Take Command account.
The denial notice will typically explain:
Why the claim was denied
What information is missing
Whether additional documentation is required
Understanding the reason for the denial will help determine the next steps.
Step 2: Gather the required documentation
Many claim denials occur because documentation is incomplete or missing.
Depending on the expense, you may need:
Itemized receipts
Invoices
Proof of payment
Insurance premium bills
Letters of Medical Necessity - The diagnosed medical condition being treated
The recommended treatment or medication and its necessity
The timeframe or duration for which the treatment is required
The prescription (RX) number, if applicable
Other supporting documentation
Review the denial notice carefully to identify what is required.
Step 3: Verify the information on your documents
Before resubmitting, confirm that your documentation includes:
Patient name
Provider or merchant name
Date of service
Description of the service or item
Amount charged or paid
Missing information may result in another denial.
Step 4: Resubmit your claim
Once you have the required documentation:
Log in to your Take Command account.
Locate the denied claim.
Upload the requested documents.
Submit the claim for review.
The review team will evaluate the updated submission.
Common reasons claims are denied
Missing documentation
Required supporting documents were not included.For example, a Semaglutide prescription claim may be denied if the Letter of Medical Necessity (LMN) is dated after the service date or does not cover the service date.
Incomplete documentation
The submitted documents do not contain enough information to verify the expense.For instance, a claim for an endocrinologist visit may be denied if the receipt lacks a description of the service provided.
Expense is not eligible
The expense is not reimbursable under IRS rules or your employer's plan design.For example, Semaglutide is reimbursable under HRA claims only if the Letter of Medical Necessity (LMN) states the patient is obese.
Incorrect claim type
For example, a premium reimbursement may have been submitted as a medical expense claim.
Additional medical documentation is required
Certain expenses may require a Letter of Medical Necessity or other supporting documentation.For example, weight loss programs or prescription medications often require an LMN confirming medical necessity.
What if my claim is denied again?
Review the updated denial reason and provide any additional information requested.
If you believe the claim was denied incorrectly, contact support for assistance and further review.If you encounter issues such as being unable to interact with a denied claim in the portal, cancel the recurring expense and submit a new claim with the necessary documentation.
Key takeaway
Most denied reimbursement claims can be resolved by reviewing the denial reason, providing complete documentation, and resubmitting the claim with the requested information.
Advanced denial scenarios
I cannot click on my denied claim to resubmit — what do I do?
If a denied claim cannot be opened or edited in the portal, cancel the associated recurring expense entry and submit a new claim using the 'Add Monthly Premium' option in the Reimbursements section. When you submit, include the corrected documentation and add a note explaining what was changed from the original submission.
My Semaglutide or GLP-1 claim was denied — what does the LMN need to say?
Semaglutide (Ozempic, Wegovy) and other GLP-1 medications are reimbursable under HRA claims only when the Letter of Medical Necessity specifically states the patient has a qualifying diagnosis. The LMN must:
Be dated on or before the date of service (purchase date).
Identify the diagnosed medical condition (e.g., obesity with BMI ≥ 30, or type 2 diabetes) — not simply that the medication is 'medically necessary'.
Be written on official provider letterhead with the provider's signature.
Be combined into a single PDF with the pharmacy receipt before uploading.
A vague LMN stating 'medically necessary' without a specific diagnosis will be denied. If your LMN was denied on these grounds, return to your prescribing provider for a revised LMN that includes the specific diagnosis.
My claim keeps getting denied even after resubmission — what should I do?
Before submitting a third time, contact Customer Experience with:
Your name and company name.
The claim ID or original submission date.
A description of what documentation you submitted and what denial reason was given each time.
CX can review the specific claim and tell you exactly what is preventing approval. Do not continue resubmitting the same documents — repeated identical submissions do not resolve the underlying issue and slow processing for other claims.
I submitted the correct expense type but it was denied as 'not eligible'
If your expense is typically IRS-eligible but was denied, possible causes include:
Your employer's plan is configured for premium-only reimbursement — medical expenses are not covered under your specific plan.
Your proof of coverage has not been approved — medical expense reimbursements require active, approved proof of coverage.
The service date is before your HRA eligibility start date.
The expense was submitted as a medical expense but should have been submitted as a premium claim.
Check your HRA Employee Packet (available in your Member Portal → Documents) to confirm which expense categories your plan covers. If you believe the denial is incorrect, contact Customer Experience with the denial reason shown and your supporting documentation.