You can submit eligible medical expenses through your Employee Member Portal if your employer’s QSEHRA allows medical expense reimbursements and your proof of coverage has been approved.
What medical expenses can I submit?
Your employer’s QSEHRA may be set up to reimburse:
Insurance premiums only, or
Insurance premiums and eligible medical expenses
Eligible medical expenses generally follow IRS Publication 502 guidelines and may include items such as:
Doctor visit copays
Prescription medications
Other qualified healthcare expenses
If your plan allows medical expense reimbursement, the Add Expense button will appear in your portal after your proof of coverage is approved.
If you have a recurring monthly insurance premium, submit it as a recurring premium expense instead of a one-time medical expense.
What expenses are eligible — and what documents do I need for each?
Common eligible expense types and required documentation:
Doctor visits and specialist copays: Explanation of Benefits (EOB) or itemized receipt showing patient, provider, date of service, and cost.
Prescription medications: Pharmacy receipt or printout showing patient name, medication name, date dispensed, and cost.
Dental and vision (if included in your plan): Itemized receipt or EOB from the provider.
Over-the-counter (OTC) items: OTC items are generally not reimbursable unless accompanied by a Letter of Medical Necessity from a licensed provider.
Chiropractic and physical therapy: Itemized receipt with patient name, provider, date(s) of service, and services provided.
Weight loss medications (e.g., GLP-1 drugs like Ozempic/Wegovy): A Letter of Medical Necessity is required documenting the medical diagnosis and treatment plan.
If you are unsure whether a specific expense is eligible, contact Customer Experience before submitting — a denied claim cannot be reconsidered without updated documentation.
How do I submit a medical expense?
Log in to your Employee Member Portal.
Select Add Expense from your dashboard.
Enter the requested expense information.
Select the family member who received the medical service.
Upload your supporting documentation.
Review your information and submit the claim.
If you have multiple family members on your account, make sure you select the correct person associated with the expense.
What information does my documentation need to show?
To approve your claim, the Claims team must be able to verify:
Patient name
Provider, hospital, or pharmacy name
Date of service
Description of the service provided
Cost of the service
The date of service is the date the care was received, not the date you received or paid the bill.
Documents should be submitted by individual date of service. If multiple expenses appear on the same statement, submit each expense separately to meet IRS requirements.
What file types can I upload?
Uploaded documents must:
Be 10 MB or smaller
Include all required claim details
Be clear and readable
Accepted file types include:
PNG
PDF
JPEG
Only one document can be uploaded per expense submission.
If you have multiple files, such as a receipt and a Letter of Medical Necessity (LMN), combine them into one PDF before uploading.
Note: HEIC files (the default photo format on iPhone and iPad) are not supported. Convert your photo to JPEG, PNG, or PDF before uploading.
How do I submit a Letter of Medical Necessity (LMN)?
If your expense requires a Letter of Medical Necessity:
Combine your LMN and related receipts into one PDF.
Confirm the LMN covers the applicable dates of service.
Upload the combined document with your expense submission.
In most cases, an LMN only needs to be submitted once per year if it covers recurring services.
What if my claim is denied?
Common reasons claims are denied and how to fix them:
Missing date of service: The document must show the date care was received, not the billing date. Submit an itemized receipt or EOB that includes the service date.
Patient name not visible: The patient's name must appear on the document. If submitting for a dependent, include a document that shows both the dependent's name and the service details.
Multiple service dates on one document: Each service date must be submitted as a separate claim. Split multi-date documents into individual submissions.
Description of service missing: Generic receipts that show only a total amount are not sufficient. The document must describe the specific service provided.
Document is illegible or truncated: Resubmit a clearer image. Combine multiple pages into a single PDF if needed.
To resubmit a denied claim, locate it in the Reimbursements section of your portal, upload the corrected document, and resubmit. If the resubmit option is not visible, contact Customer Experience.
Why don’t I see the Add Expense button?
The Add Expense button may not appear if:
Your employer’s QSEHRA does not reimburse medical expenses
Your proof of coverage has not been approved
You do not have available funds
The plan year has ended
You are logged into the wrong portal
Confirm you are using the Employee Member Portal, not the Employer Admin Portal.
If your account appears eligible but the button is missing, contact Customer Experience (CX) for help.
Why is my Add Expense button greyed out?
The Add Expense button may be disabled when:
Your Current Year Balance is $0
Your proof of coverage is still pending approval
Your employer’s plan does not allow medical expense reimbursements
The plan year is closed
If your balance shows available funds and the button is still unavailable, contact Customer Experience (CX).
Why does my Current Year Balance show $0?
Your Current Year Balance shows $0 in these situations:
Your proof of coverage has not yet been approved — monthly allowances are credited only after your coverage documentation is verified.
Your allowances from previous months have been fully reimbursed — the balance reflects what remains after all approved claims are applied.
You are early in the plan year and no monthly allowances have accumulated yet.
Your employer’s plan does not allow medical expense reimbursements — only premiums may be eligible under your QSEHRA.
If your proof of coverage is approved and you believe you should have available funds, contact Customer Experience — include your name, company name, and a screenshot of your Current Year Balance.
Why does my balance show $0 even though I have an active monthly allowance?
The most common reason for a $0 balance when you have an active allowance is that your recurring insurance premium has already consumed all of your available year-to-date credits.
To check: your Current Year Balance reflects your total annual allowance minus all approved and pending reimbursements year-to-date. If your monthly premium × months elapsed equals or exceeds your annual allowance, your balance will show $0 — even if you have not submitted any out-of-pocket medical expenses yet. This is expected.
Example: if your annual allowance is $3,000 and your monthly premium recurring reimbursement is $250, after 12 months ($250 × 12 = $3,000) your balance is $0 and no additional medical expense reimbursement is available for the plan year.
If the math does not explain your $0 balance, contact Customer Experience with your name, company name, and a screenshot of your Current Year Balance and your active recurring premium amount.
My Letter of Medical Necessity was rejected again — why?
Common reasons an LMN is rejected even on resubmission:
Date mismatch: the LMN must cover the date of service of the expense. If you purchased an item before the LMN was issued, the LMN date may be used as the service date for the submission — but the LMN must be dated on or before the purchase date to be valid.
Expired LMN: most LMNs are valid for one plan year. If your LMN was issued in a prior plan year, a new LMN is required for the current year even for the same ongoing condition.
Missing diagnosis or treatment plan: the LMN must document the specific medical condition and the clinical rationale for the expense, not just state that it is 'medically necessary.'
Single-PDF requirement: the LMN and receipt must be combined into a single PDF before upload — they cannot be submitted as separate files.
If you have addressed all of the above and the claim is still being rejected, contact Customer Experience with your claim ID or submission date and a description of what documentation you have submitted. Do not submit a fourth attempt without confirming the reason for the repeated rejections.
Can I receive my QSEHRA reimbursement tax-free if my spouse's employer covers our premium pre-tax?
If your spouse's employer-sponsored group health plan covers your premiums on a pre-tax basis (which is common), your QSEHRA reimbursement for those premiums will be taxable — you cannot receive a pre-tax QSEHRA benefit for premiums that are already pre-tax through your spouse's employer.
However, if your QSEHRA allows medical expense reimbursement AND your plan is configured to allow taxable reimbursements, you may still be eligible to receive QSEHRA reimbursement for out-of-pocket medical expenses tax-free, using your full annual allowance.
Contact Customer Experience to confirm whether your plan is configured for taxable reimbursements and what options are available for your specific situation.
What happens if my expense is larger than my monthly allowance?
Submit the expense only once.
If approved, Take Command tracks the remaining eligible amount and continues applying available allowance until:
The expense is fully reimbursed, or
You reach your annual allowance limit
Unused monthly allowance accumulates throughout the year and appears as your Current Year Balance.
Can I submit an expense from a previous year?
Expense eligibility is based on the date of service, not the billing date.
For example, if you receive care in December but receive the bill in January, eligibility is determined by the December service date.
Expenses cannot be submitted after a plan year has closed.
What should I do if my upload fails?
If your document will not upload:
Confirm the file type is PNG, PDF, or JPEG.
Make sure the file is under 10 MB.
Try reducing the file size.
Confirm your plan year is still open.
Try another browser or device.
If the issue continues, save any error message and contact Customer Experience for assistance.
Key takeaway
Submit medical expenses through the Employee Member Portal using the Add Expense button. Make sure your documentation clearly shows the patient, provider, date of service, service details, and cost so your claim can be reviewed.