Employees can upload Proof of Coverage through their Take Command account by entering their health insurance information and submitting supporting documentation for review.
Health Insurance section not visible in your portal? If the Health Insurance tab, upload button, or edit options are missing from your portal entirely — not just temporarily unavailable — stop here. This is a backend account or eligibility configuration issue; browser troubleshooting will not resolve it. Do not attempt to create a new account. Contact Customer Experience with: your full name, company name, a screenshot of your portal navigation showing the missing section, and whether you can see other sections (such as Reimbursements).
Edit button greyed out or disabled? If the Health Insurance section is visible but the Edit button, pencil icon, or upload control is greyed out, disabled, or not clickable, this is an account eligibility restriction — not a browser issue. Browser troubleshooting will not restore edit access. Skip to 'What if I can see the Health Insurance section but can't edit it?' below for next steps.
Covered on a spouse's or partner's plan? This is the most common reason proof of coverage is rejected. Your insurance card will show your spouse's name — you must submit two documents: (1) the insurance card (front and back), and (2) an enrollment confirmation letter or benefits letter from the carrier that shows your name as a covered dependent. An ID card from the primary member alone is not sufficient. If your document is rejected for this reason, resubmit with both documents before contacting Customer Experience.
How do I upload Proof of Coverage?
To upload your documentation:
Sign in to your Take Command account.
Open the Health Insurance section in the main Member Portal navigation menu. If you already have a health insurance plan, look for the I Already Have a Plan option.
Add or update your health insurance information.
Enter any required plan details.
Upload your Proof of Coverage document.
Submit your information for review. If you are uploading proof of coverage before open enrollment, use the Qualified Life Event flow and select “No” when prompted. Complete the form and upload your proof of coverage, such as a Medicare card showing Part A and B. If you are accessing the portal via the HRA Hub, navigate to the "Insurance Coverage" section, enter or verify your plan details, upload your proof of coverage document, and click "Continue" to submit. You’ll receive a confirmation once the document is sent for review.
Your documentation will be reviewed after submission. If you enrolled in a plan through Take Command, you do not need to upload proof of coverage, as the platform handles it directly.
If the Health Insurance section is not visible in your portal, or the upload option is unavailable, contact Customer Experience — this may indicate a portal access or account configuration issue.
What documents are accepted as Proof of Coverage?
Your submitted document must clearly confirm that you have qualifying health coverage. Common accepted documents include:
Insurance ID card (front and back) showing your carrier name, plan name, and coverage dates
Enrollment confirmation letter from your insurance carrier
Summary of Benefits and Coverage (SBC) from your carrier
Declarations page or Certificate of Coverage from your carrier
Your document must show your name, carrier name, plan name, and coverage effective dates. For HRA reimbursement purposes, it must also show your monthly premium amount.
Covered as a dependent on a spouse's or partner's plan? Your insurance card may show your spouse's name rather than your own. Submit both the insurance card AND an enrollment confirmation letter or benefits letter that shows your name as a covered dependent — an ID card from the primary member alone may not be sufficient for verification.
Enrolled in COBRA continuation coverage? Acceptable COBRA documents include your COBRA election notice, a recent premium billing statement from the plan administrator, or a letter confirming your active COBRA coverage. Your document must show your name, the insurance carrier and plan name, your monthly premium (including any COBRA administrative fee), and a current billing period or coverage date. If your billing statement does not show all required fields, submit it alongside your original COBRA election notice.
Adding or removing a dependent? Dependent documentation requirements differ from standard proof of coverage. To add a dependent mid-year (such as a newborn or newly married spouse), you will typically need a qualifying life event document — such as a birth certificate or marriage certificate — in addition to proof of coverage showing the dependent is covered. To remove a dependent, a loss-of-coverage letter from the prior carrier is typically required. Contact Customer Experience if you are unsure which documents apply to your situation.
Documents that are outdated, missing required fields, or do not clearly confirm active coverage will be flagged for correction. If your document is rejected, check the reason shown in your portal and resubmit with the corrected information.
Common rejection reasons and how to resolve them:
Name not found or doesn't match: Your name must be clearly visible on the document. If you are on a spouse's or partner's plan, include an enrollment confirmation letter showing your name as a covered dependent alongside the insurance card.
Coverage dates missing or unclear: Your document must show a current coverage start date. If your insurance card does not display dates, supplement it with an enrollment confirmation letter from your carrier.
Monthly premium amount missing: For HRA reimbursement, your document must show the monthly premium. If your insurance card does not include this, add your Summary of Benefits and Coverage (SBC) or enrollment confirmation.
Document appears outdated: Coverage dates must reflect your current plan year. If your plan has recently renewed, submit documentation for the current period.
Rejection reason unclear ('non-compliant', 'additional steps required'): If the portal does not display a specific reason, contact Customer Experience — they can review your submission and confirm what needs to be corrected.
What information should I enter?
Depending on your plan, you may be asked to provide:
Insurance carrier
Health plan name
Covered family members
Monthly premium amount
Coverage effective dates
Complete all required fields before submitting your documentation.
How will I know my upload was received?
After submission:
Your dashboard displays your current review status.
You'll receive updates if additional information is required.
You'll be notified when the review has been completed.
Why does my portal show 'Non-Compliant' or 'Waived' after I submitted documents?
A Non-Compliant or Waived status after submission typically means one of the following:
Your document is still under review — status updates once the review is complete
Your submitted document did not meet the required fields (see the rejection reasons section above)
Your HRA type requires specific documentation not covered by your current submission (for example, ICHRA may have additional requirements)
If your status shows Non-Compliant and you are unsure why — especially if the portal does not display a specific reason — contact Customer Experience. They can review your submission history and confirm exactly what is needed to resolve the status. When contacting CX, include your full name, company name, the status shown in the portal, the document(s) you submitted, and a screenshot of the Non-Compliant or Waived status.
Accidentally waived coverage? If your portal shows a Waived status and you need to upload proof of coverage, waivers cannot be reversed through self-service. Contact Customer Experience with your full name and company name and ask them to reverse the waiver. Once CX has initiated the reversal, your account will be updated and the Health Insurance section will show the upload option again — you can then follow the standard upload steps above. Reversal processing typically takes 1–3 business days. You will not lose reimbursements for the period during review, as approved reimbursements are calculated retroactively to your eligible start date.
How long does the proof of coverage review take, and when will reimbursements start?
Review typically takes a few business days. Once approved, reimbursements are calculated retroactively back to your eligible start date — you will not lose reimbursements for the period while your submission was under review.
If your submission is time-sensitive due to an upcoming payroll deadline or reimbursement cycle, contact Customer Experience to request expedited review. When contacting CX, include your full name, company name, your payroll or reimbursement deadline date, and the phrase “expedited review request” so your submission can be prioritized. Note that reimbursements are calculated retroactively to your eligible start date — expediting the review ensures your documents are processed before the payroll cutoff, not that your reimbursement start date changes.
What if the upload interface freezes or becomes unavailable?
If the portal freezes or the upload option becomes inaccessible mid-submission:
Sign out of your account.
Clear your browser cache and cookies.
Sign back in and navigate to the Health Insurance section to resume your submission.
If the upload interface remains unavailable across browsers and devices, contact Customer Experience — your account may need to be reset before you can resubmit.
When does this article not apply?
This article explains how to upload Proof of Coverage.
It does not explain the reimbursement submission process or individual plan eligibility rules.
What if I can see the Health Insurance section but can't edit it?
If the Health Insurance section appears in your portal but the Edit button, pencil icon, upload control, or Add Monthly Premium option is greyed out, disabled, or missing, this is an account eligibility restriction — not a browser issue. Alternatively, the Edit button may be inactive because your current coverage end date has not yet passed. In this case, wait until the coverage end date has passed and then return to the Health Insurance section to upload your proof of coverage.
Browser troubleshooting (clearing your cache, switching browsers, or using a private window) will not restore edit access.
Customer Experience can manually update your coverage on your behalf — browser troubleshooting and self-service steps will not unlock the Edit button. Contact Customer Experience and include: If the Edit button is greyed out because your coverage has already been approved, submit your expenses using the "Add expenses" option instead.
Your full name and company name
The specific control that is greyed out or missing (for example: Edit button, Add Monthly Premium, pencil icon)
A screenshot of the Health Insurance section showing what you see
Uploading proof of coverage after reactivation or rejoining
If you have recently been reactivated after a gap in coverage, or are rejoining after previously leaving your employer's HRA plan, the proof of coverage upload process is the same as a standard submission — but the documents you need to provide depend on your current coverage situation.
You have a new plan: Submit proof of your current coverage — an insurance ID card (front and back), enrollment confirmation letter, or Summary of Benefits and Coverage (SBC) showing your name, carrier, plan name, coverage dates, and monthly premium.
You are continuing an existing plan: Submit your current insurance card or a renewal confirmation letter showing your active coverage dates for the current plan year.
You are on COBRA or a marketplace plan: Submit your COBRA election notice or marketplace enrollment confirmation along with a recent billing statement showing your monthly premium for the current period.
If you are unsure which documents are required for your reactivation, or if the upload option is not yet available after your account is reactivated, contact Customer Experience with your full name and company name. They can confirm your eligibility status and advise on what to submit.
I'm an employer — where can I view an employee's uploaded proof of coverage?
Employers and admins can view an employee's proof of coverage status and submission history in the employee roster. Navigate to the employee's record and open their Health Insurance tab. If the employee's submission is not visible or their status appears incorrect, contact Customer Experience with your company name and the employee's full name.
Key takeaway
Upload your Proof of Coverage through the Health Insurance section of your Take Command account and monitor your dashboard for review updates.