How to Upload and Manage Proof of Insurance for Plans Purchased Outside of Take Command
Introduction
Uploading proof of insurance for plans purchased outside of Take Command ensures compliance and facilitates reimbursements. This guide provides clear instructions for submitting proof of insurance, troubleshooting common issues, updating account information, and understanding required compliance documentation.
General Steps to Upload Proof of Insurance
Follow the steps below to upload proof of insurance for a plan purchased through an outside broker:
Scenario 1: You selected a self-enrollment plan through HRA Hub
Complete the purchase of your self-enrollment plan on the provider’s website or state marketplace.
Log in to the HRA Hub portal.
Enter your plan information and monthly premium.
Upload your Proof of Coverage (POC) file by clicking the "Upload" button or dragging the file into the upload box.
Click "Continue" to finish the process.
A confirmation message will appear once the upload is complete.
Scenario 2: You already have a qualified health plan compatible with ICHRA
Navigate to the "My Information" section within the HRA Hub portal.
Select "Upload your POC" on the "Find a Plan" page.
Enter your plan details, including the name of the plan and insurance provider.
Upload your POC file and click "Continue" to complete the process.
Receive confirmation once the upload is successful.
Troubleshooting Common Issues
If your document does not upload successfully on the portal, you can submit your document via email to the Customer Support team. Include supporting documents, such as images or PDFs of your Part B coverage, supplemental, or PDP (Prescription Drug Plan) plans, to ensure your recurring premiums and account information are updated accurately. For quicker resolution, consider sending your documents via email to Take Command support. They can escalate the issue to the appropriate team for faster processing.
Issue 1: Unable to find recurring premium upload option
If the recurring premium upload option is missing:
Ensure that your documents show details like premium amount, plan name, and payment dates.
Submit these required documents as proof of coverage through your Take Command account.
Verify that the correct documentation type has been uploaded.
Ensure that the document meets the file size limit of under 4 MB before uploading.
If any files were not uploaded, reattach and resubmit them as needed.
Issue 2: Insurance provider not listed in the portal
In cases where your insurance provider is not listed:
Select "Other," or manually type the insurer’s name as it appears on your documents.
Proceed with uploading acceptable Proof of Coverage, such as an insurance card or confirmation letter.
Optionally, add a comment explaining the absence of your provider in the dropdown and confirm your upload.
Compliance will review and validate the information.
Issue 3: Grayed-out edit option for recurring expense rejection
If the edit option is unavailable, follow these steps:
The compliance team will typically contact you within 3-5 business days if additional details are required regarding your upload. Document reviews are usually processed within a few business days, but volume may impact the timeline.If your document status remains unchanged after 3–4 days, check for updates in your portal, or contact the Take Command support team for assistance. Statuses such as "Pending" indicate your initial premium payment is being verified or that information is still syncing between the insurance carrier and Take Command's platform. No action is typically required, as it updates once the billing connection is complete.
The compliance team will typically contact you within 3-5 business days if additional details are required regarding your upload. Submissions marked "Declined" often indicate a rejected Proof of Coverage or a duplicate submission. Resolve these by editing and resubmitting in the Health Insurance section. Verify instructions provided for any missing or corrected details.
Additionally, after uploading your document, an automated update notification will be sent to you via email once the review is complete, keeping you informed about the status of your submission.
Updating Insurance Information
To update your account reflecting enrollment through an advisor or for a new plan year:
Once your proof of coverage is uploaded, it undergoes a verification process. Keep track of its status in your portal: Typically, the review process takes a few business days. Log in to your member portal for real-time updates on receipt, review progress, or completion.
Received/Submitted: Your document has been uploaded but not yet reviewed.
Approved/Verified: Your document has been reviewed and accepted.
Rejected/Needs Action: You need to re-upload or correct the document as instructed.- Each status will trigger an email notification: approved submissions confirm acceptance, rejected ones provide reasons, and pending statuses may specify any required action.
Pending: Your document is under review; no further action is required unless contacted.
A "Declined" status highlights issues like a duplicate submission or rejected documentation. Verify and resubmit as needed.
Check for an email confirmation labeled “Proof of Coverage Received” or, if no immediate email is received, verify your upload status directly in the portal. Follow any instructions provided by the compliance team.
Received/Submitted: Your document has been uploaded but not yet reviewed.
Approved/Verified: Your document has been reviewed and accepted.
Rejected/Needs Action: You need to re-upload or correct the document as instructed.
Pending: Your document is under review; no further action is required unless contacted.
For submissions marked as "Rejected/Needs Action," you can edit and resubmit by navigating to your account, locating the declined submission, and using the edit option to upload a corrected file with any required information. Ensure resubmitted documents are current (e.g., dated within the last 30 days) to avoid further delays. Recent bills or updated insurance information are preferred for faster approval.
Check for an email confirmation labeled “Proof of Coverage Received” and follow any further instructions if needed.
Compliance Requirements for Proof of Coverage
When uploading proof of insurance, ensure your document includes:
Ensure your document also includes coverage start and end dates, and the insurance company details as listed on your documents.
The HRA-eligible person’s name (primary insured or a dependent).
Premium amount claimed for reimbursement.
Current date (dated within the past 30 days).
Plan name and provider details (including a logo if possible).
Ensure that each file uploaded is under 4 MB in size to avoid upload errors.
If an insurance card is not updated, provide an insurance bill that is dated within the last 30 days as an alternative.
Frequently Asked Questions
How often should I upload proof of insurance?
Upload your proof of insurance once per plan year to verify active coverage and continue receiving reimbursements.
What should I do if my portal only shows the "Shop" screen?
Click "Shop" and proceed through the shopping flow.
Select an option like "I already have a plan" or "Enter plan details manually."
Manually enter plan details (e.g., carrier, plan name, and monthly premium).
Upload your proof of coverage when prompted and submit to complete the process. Tip: Using a computer is recommended for better visibility of options.