Employees submit medical expenses in HRA Hub by uploading eligible receipts and required documentation, and approved claims are reimbursed up to their available HRA allowance after review.
What is a medical expense in HRA Hub?
A medical expense is any cost incurred for the diagnosis, treatment, prevention, or care of a health-related condition. This includes a variety of services and purchases that directly contribute to your well-being and medical needs. To confirm the eligibility of specific medical expenses, consider utilizing external resources such as the FSA Eligibility List once there, filter by HRA and you should be able to see it. This list provides a comprehensive catalog of items that may qualify for reimbursement, helping you verify their eligibility before incurring expenses.
Eligible expenses typically include:
Doctor's visits: Fees for consultations, treatments, or procedures by medical professionals.
Prescription medications: Costs of prescribed drugs used to treat or manage a health condition.
Hospital services: Fees for inpatient or outpatient care, including surgeries, diagnostics, and therapies.
Medical equipment and supplies: Purchases of necessary medical devices, such as crutches, insulin pumps, or hearing aids.
Vision and dental care: Costs associated with routine dental checkups, cleanings, eyeglasses, or contact lenses, if covered by the company's plan.
Eligible medical expenses typically align with government regulations (such as IRS guidelines in the U.S.), and only expenses that meet the company's reimbursement policy will be approved.
How to submit a medical expense reimbursement
Step-by-step submission process in HRA Hub
Log in to your HRA Hub employee portal
Navigate to “Medical Expenses” or click “Add Expense”
Select the family member the expense applies to
Enter expense details:
Date of service
Cost
Description of the service or item
Upload required documentation (see below)
Attest that:
The expense is eligible under IRS rules
The expense has not been reimbursed elsewhere
Your coverage is active (if required by your plan)
Submit the claim for review
If the Add Expense button or the Medical Expenses section is not visible in your HRA Hub portal, this is typically a backend eligibility or account configuration issue — not a browser problem. Confirm you are in the Employee Member Portal (not the Employer Admin Portal), then contact Customer Experience (CX) if the button is still missing.
Required documentation for reimbursement
Claims must include clear, verifiable proof
Each submission must include documentation showing:
Patient name
Provider or pharmacy name
Date of service (not billing date)
Description of service or item
Amount paid or owed
Acceptable documents include:
Itemized receipts
Invoices marked “paid”
Explanation of Benefits (EOB)
Pharmacy receipts
Medical billing statements
If multiple documents are required, they should be combined into a single upload file when possible.
Important: The amount entered in your claim must exactly match the amount shown on your supporting documentation. The system cannot accept adjustments — if there is a mismatch, your claim will be declined and you will need to resubmit with corrected information.
How reimbursement approval works
All claims go through a structured review process
1. Submission
Your claim is submitted through HRA Hub.
2. Claims review
The claims team verifies:
Expense eligibility under IRS and plan rules
Completeness of documentation
Accuracy of service date and cost
Proof of coverage requirements (if applicable)
3. Status updates
You may see one of the following statuses:
Pending → Under review
Approved → Eligible for reimbursement
Rejected → Missing documentation or ineligible expense
Note: Once a claim is submitted, it cannot be edited. If you notice an error after submission, wait for the claim to be reviewed — if it is declined, you will be able to resubmit with corrected information.
4. Reimbursement payment
Once approved:
The reimbursement is issued through your employer’s payroll or reimbursement cycle
Payment timing depends on your company’s schedule
How reimbursement amounts are determined
You are reimbursed up to your available HRA allowance
Reimbursement depends on:
Your monthly or annual HRA allowance
Prior reimbursements already paid
Whether the expense is eligible under your plan
If your expense exceeds your remaining balance:
The unpaid portion may carry forward or remain unpaid depending on employer rules
Common issues when submitting medical expenses
The Add Expense button or Medical Expenses section is not visible at all
If the Add Expense button or Medical Expenses section does not appear in your portal, check these conditions in order:
You are in the Employee Member Portal (app.takecommandhealth.com/member-portal) — not the Employer Admin Portal.
Your proof of coverage has been approved — the button does not appear until coverage is verified.
Your employer's plan is configured to allow medical expense reimbursements — some plans are premium-only. Contact your employer or check your HRA Employee Packet to confirm.
If all three conditions are met and the button is still missing, contact Customer Experience with your name, company name, and a screenshot. This is a backend eligibility configuration issue.
My claim was approved but I have not been paid
Approved means the claim passed Take Command's review and is eligible for reimbursement. Payment timing depends on:
Whether your claim appeared on your employer's most recent monthly Reimbursement Statement.
When your employer's payroll or reimbursement run is scheduled.
Whether your employer has processed the statement through their payroll system.
If your claim has been Approved for more than one full payroll cycle, contact your HR or payroll team — they are responsible for issuing the payment. Take Command does not send funds directly to employees.
My claim was rejected for an amount mismatch — the amount on my document does not match what I entered
The amount you enter in the portal must exactly match the amount shown on your supporting documentation. If your receipt shows a billed amount and a paid amount, use the amount you actually paid out of pocket — not the billed total.
If your receipt shows multiple line items, add them together and enter the total, but be prepared to submit all line items on the same document. If the amounts were split across multiple receipts, submit each as a separate claim.
My claim shows Approved but the Reimbursed column still shows $0
Approved and Reimbursed are separate statuses. Approved means the claim passed review. The Reimbursed column updates only when the claim amount appears on a monthly Reimbursement Statement and your employer has processed that statement through payroll.
A $0 in the Reimbursed column means the claim has not yet appeared on a statement — either because it was approved after the most recent statement cutoff, or because the employer has not yet processed the statement. It does not indicate a problem.
I submitted a claim by mistake or for the wrong amount — can I cancel it?
Once submitted, a claim cannot be edited. If you submitted a claim with an incorrect amount or for an ineligible expense, wait for the review result:
If the claim is declined, you can resubmit with corrected information.
If the claim is approved but you believe it was submitted in error, contact Customer Experience immediately with your name, company name, and the claim ID or submission date. They can reverse an approved claim before it appears on a Reimbursement Statement, but not after.
Do not submit a second claim for the same expense — duplicate submissions slow processing.