Reimbursements are commonly delayed because documentation is missing, the claim was approved after a reporting cutoff, or the employer has not yet processed payment.
Why is my reimbursement delayed?
Common reasons include:
Claim is still under review
Missing documentation
Proof of coverage has not been approved
Claim was approved after the reimbursement reporting cutoff
Employer payroll processing has not occurred yet
Claim approved but payment not received? If your portal shows a claim as Approved or Scheduled but you have not received payment, the most likely cause is employer payroll timing — not a claim problem. Take Command generates a reimbursement report for your employer, but your employer controls when and how payment is issued. See 'What to do if my reimbursement is delayed' below and contact your employer's HR or payroll team with the approved amount and the report date.
Why was my reimbursement denied?
Claims may be denied if:
Required documentation is missing
Proof of payment is incomplete
The expense is not eligible
Coverage requirements have not been met
The submitted health plan does not qualify for reimbursement
Review the denial note in your account for details.
What should I do if my reimbursement is delayed?
Check the claim status in the Reimbursements section of your portal. Note the status (Pending, Approved, Scheduled, or Denied) and the date it was last updated — this helps Customer Experience diagnose the issue faster.
Review any requests for documentation.
Confirm your proof of coverage is approved.
Contact your employer regarding payroll timing.
Key takeaway
Most reimbursement delays are caused by documentation issues or employer payroll timing rather than claim rejection.
What if the claim is approved but still shows $0 paid?
$0 in the paid column after a claim is approved typically means one of:
The claim was approved after this month's reimbursement reporting cutoff — it will appear in next month's report.
The employer payroll run has not occurred yet — Take Command sends the report, but your employer processes and issues payment on their own schedule.
Your monthly allowance was already fully applied to other approved claims for that period.
A returned check or failed payment — if your employer issues paper checks and one was returned, contact Customer Experience.
If $0 persists for more than two payroll cycles after approval, contact Customer Experience with the claim date, the approved amount, and a screenshot of the Approved status.
What if my claim was denied for an ineligible expense or plan?
If a claim was denied because the expense or plan is not eligible for reimbursement:
Review the denial note in your portal for the specific reason.
For insurance premiums: only plans that meet Minimum Essential Coverage (MEC) requirements are reimbursable under ICHRA and QSEHRA. Travel insurance, vision-only, and dental-only plans typically do not qualify.
For medical expenses: your employer's plan may only reimburse premiums — not medical expenses. Check with HR to confirm what your plan covers.
For expenses outside your eligibility window: expenses incurred before your HRA start date or after your HRA end date are not reimbursable, even if submitted during the runout window.
If the denial reason is unclear or you believe the denial was made in error, contact Customer Experience with the claim details and the denial note.
What if the reimbursement report was sent but my employer hasn't paid?
Take Command generates a monthly reimbursement report and sends it to your employer. Payment timing depends entirely on your employer's payroll cycle and payment method. If you believe a report was sent but you have not been paid:
Contact your HR or payroll team and ask them to confirm receipt of the Take Command reimbursement report for the relevant month.
Ask for the report date and your approved reimbursement amount — they should have this in the report.
If your employer cannot locate the report or confirms it was not received, contact Customer Experience — they can resend the report or investigate whether it was generated.