If your claim was declined, don't worry—you can view the reason directly in your employee portal and resubmit your claim with the correct documentation. In most cases, you do not need to contact the Care team.
Recurring Premium Claims
If your Recurring Premium Claim was declined:
Log in to your employee portal.
From your Employee Dashboard, locate the claim with a Declined status.
Select the declined claim to view:
The reason your claim was declined.
Any notes explaining what needs to be corrected.
Upload the requested documentation directly from the claim details page.
Resubmit your claim for review.
Tip: The decline reason will tell you exactly what needs to be corrected before resubmitting.
Medical Expense Claims
If your Medical Expense Claim was declined:
Log in to your employee portal.
Select the Benefits tab.
Click Medical Expenses.
Search for your declined claim and open it.
Review the decline reason and any notes provided.
Upload the requested documentation and resubmit your claim.
Do I Need to Contact the Care Team?
No.
The reason your claim was declined is available directly within your employee portal.
The Care team has access to the same information you see in your portal. Reviewing the decline reason yourself is the fastest way to understand what needs to be corrected and resubmit your claim.
When to Contact the Care Team?
If you do not see an “Upload” option, resubmission is not available. Contact the Care team.
If your claim is already “Approved” or “Pending,” no action is needed.
If your resubmitted claim was declined again, contact the Care team for help.
If you continue to experience issues after following the instructions provided in your portal, then you can reach out to the Care team for additional assistance.