If an employee's reimbursement amount is missing or shows as $0 on your reimbursement statement, it is usually because required documentation is missing, a claim has not been approved, or the reimbursement was approved after the statement was generated.
Why does an employee show $0 on my reimbursement statement?
The most common reasons are:
Proof of coverage has not been submitted
Proof of coverage is not compliant
Proof of coverage has expired
No reimbursement claim has been submitted
A reimbursement claim was denied
The claim was approved after the statement was generated
The employee has not submitted proof of coverage
Employees must provide proof of eligible health insurance coverage before reimbursements can be approved.
If proof of coverage has not been submitted, reimbursement requests will not appear on your reimbursement statement.
The employee's proof of coverage is not compliant
Proof of coverage may be marked non-compliant if:
Required information is missing
Additional documentation is needed
The coverage does not meet plan requirements
Employees can review compliance requests in their member portal.
The employee's proof of coverage has expired
If your plan requires ongoing compliance verification, employees may need to provide updated proof of coverage before reimbursements can continue.
Until updated documentation is approved, reimbursements may not appear on the statement.
The employee has not submitted a reimbursement request
Employees must submit eligible reimbursement requests before reimbursement amounts can appear on a reimbursement statement.
Examples include:
Insurance premium reimbursements
Medical expense reimbursements
The reimbursement request was denied
Denied claims do not appear on reimbursement statements.
Employees can review the denial reason in their member portal and submit any required corrections or documentation.
The claim was approved after the statement was generated
Reimbursement statements only include claims approved before the statement's processing date.
If a claim is approved after the statement is generated, it will generally appear on the next reimbursement statement.
Could eligibility or effective dates affect reimbursements?
Yes. If an employee's eligibility date or coverage effective date falls outside the reporting period, reimbursement amounts may not appear on the statement for that period.
How can I verify reimbursement details?
Review:
The reimbursement statement
Employee reimbursement status
Employee compliance status
Reporting period dates
You can also review available reports within the employer portal for additional details.
What should I do if everything appears correct?
If the employee has:
Approved proof of coverage
An approved reimbursement request
An eligible effective date
and the reimbursement is still missing, contact support for further review.
Key takeaway
Most missing reimbursements are caused by incomplete compliance requirements, unapproved claims, or timing differences between claim approval and statement generation. Reviewing employee compliance and claim status will usually identify the cause.