Find your situation fast: • My claim shows Approved but I haven’t been paid → see ‘What if the claim is approved but still shows $0 paid?’ below • My claim was denied — date of service, documentation, or duplicate issue → see ‘What does my denial reason mean?’ below • My claim was denied because my plan or expense is not eligible → see ‘What if my claim was denied for an ineligible expense or plan?’ below • My employer hasn’t paid me even though the report was sent → see ‘What if the reimbursement report was sent but my employer hasn’t paid?’ below • My claim has been Pending for more than 5 business days → contact Customer Experience with the claim date, amount, and a screenshot of the status
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
If your denial reason isn't listed above or the denial note in the portal doesn't explain the issue clearly, contact Customer Experience with the claim details and a screenshot of the denial message.
What does my denial reason mean?
Log in to your Member Portal, go to Reimbursements, and open the denied claim to see the specific denial reason. Here's what the most common ones mean and how to fix them:
Missing date of service — Your receipt or documentation doesn't clearly show the date the service was received. Resubmit with a document that includes the date of service on the same page as the other details.
Letter of Medical Necessity required — The expense (massage therapy, supplements, or similar wellness items) requires a signed letter from your doctor confirming medical necessity. This applies even if the retailer labels the item as FSA/HSA eligible.
Plan not eligible / doesn't meet MEC — Your insurance plan doesn't meet IRS Minimum Essential Coverage (MEC) requirements for ICHRA or QSEHRA. Travel insurance, vision-only, and dental-only plans don't qualify. Check with your carrier or HR.
Missing documentation details — Your receipt lacks required information such as provider name, procedure or service description, or an itemized list of services. Request an itemized receipt or Explanation of Benefits (EOB) from your provider.
Duplicate claim — The system identified your submission as a duplicate of a previous claim. If you believe the claims are for separate services, resubmit with documentation that clearly differentiates each one (separate receipts, dates, or order numbers).
Proof of coverage issue — Your coverage documentation is missing required fields such as your name, carrier name, plan name, coverage dates, or premium amount — or the document is more than 30 days old. Resubmit with a current document that includes all required fields.
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?
The most common ineligible plan types that customers don’t realize are excluded: spouse’s employer group health plan, COBRA coverage, short-term health insurance, health sharing ministry plans (e.g. Liberty HealthShare, Sedera), Medicaid, TRICARE (non-Medicare), travel insurance, vision-only plans, and dental-only plans. If your coverage is one of these, the denial is correct and a resubmission will not change the outcome — contact your HR administrator about enrolling in qualifying individual coverage to restore reimbursement eligibility.
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.
My plan was accepted before — why is it being denied now?
A plan accepted in a previous plan year may be denied now if:
Your plan type changed at renewal — for example, a short-term plan that previously slipped through review may be correctly flagged when your proof of coverage is re-reviewed at renewal.
IRS or regulatory guidance changed — eligibility rules are updated periodically and a plan that qualified under older rules may no longer qualify.
Your employer’s ICHRA or QSEHRA plan design changed — if your employer removed certain expense types from reimbursement scope (e.g., medical expenses, only keeping premiums), previously eligible expense categories may now be excluded.
If you believe your plan still qualifies and the denial is in error, contact Customer Experience with your plan name, carrier, and the denial note from your portal. Include any plan documentation showing it meets Minimum Essential Coverage (MEC) requirements.
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.