Proof of coverage submissions are typically rejected when required information is missing, incomplete, or cannot be verified. The specific rejection reason should appear in the Proof of Coverage section of your portal and in a notification email to your registered address.
Common reasons for rejection
Missing name: the insured person's name must appear on the document. If submitting for a dependent, include a document showing the dependent's name alongside the primary member.
Missing or expired coverage dates: the document must show a current effective date. If your ID card doesn't include dates, supplement with an enrollment confirmation letter or billing statement showing active coverage.
Missing premium amount: required for premium reimbursements. Supplement with a monthly billing statement if your ID card or enrollment letter doesn't show this.
Missing carrier name or plan name: must be clearly readable on the document.
Unreadable or truncated document: resubmit a clearer scan or photo. Ensure all required fields are visible and not cut off.
HEIC file format: iPhone and iPad photos save as HEIC by default, which is not supported. Convert to JPEG, PNG, or PDF before uploading.
Duplicate submission: you may have already submitted this document. Check your current submission status before uploading again.
Incorrect document type: an insurance ID card alone may not be sufficient if it doesn't show premium amount or coverage dates. Include a billing statement or enrollment confirmation letter as a supplement.
Plan does not meet Minimum Essential Coverage (MEC) requirements: travel insurance, vision-only, and dental-only plans are not eligible for ICHRA or QSEHRA reimbursement. Only ACA-compliant individual health plans, Medicare, and certain other qualifying plans meet MEC requirements.
Information split across multiple documents: each submission must be self-contained. The portal cannot cross-reference information across separate files — combine relevant pages into a single PDF if needed.
How do I fix a rejected submission?
Review the rejection reason.
Gather updated documentation.
Correct any missing information.
Upload the updated document.
Resubmit for review.
Will I need to start over?
No. Most rejected submissions can be corrected by uploading updated documentation.
What if the rejection reason is not shown in my portal?
If the portal shows a rejection or 'Non-Compliant' status but does not display a specific reason:
Check your registered email address (including spam and junk folders) for a notification from Take Command — rejection reasons are often sent by email.
If no email was received and the portal reason is still unclear, contact Customer Experience. They can review your submission and identify exactly what is missing or incorrect.
What if my name appears on the document but it's still being rejected?
If your name is on the document but it's still rejected for a name-related reason:
Ensure the name matches exactly what is on file with Take Command and your employer — a nickname, maiden name, or abbreviation may not match.
For dependent submissions: the dependent's name must appear on the document, not just the primary member's name.
For plans with multiple covered individuals: each person's name must be visible on a document that also shows active coverage.
If the document is an image (photo), check that the name section is not blurry, cut off, or overexposed.
If you have resubmitted multiple times with the same result, contact Customer Experience — they can inspect the submission directly and identify what the system is failing to verify.