Support & FAQ

Claims

  • What information is needed to get a claim approved?

    To make sure your claims are processed quickly, please make sure that your receipts and documentation include the following five pieces of information:

    1. Patient's Name: The name of the person who received the service or for whom the item was purchased for. For retail store purchases, this information may be excluded.
    2. Provider's Name: The provider that delivered the service or where the item was purchased.
    3. Date of Service: The date on which services were provided or the item was purchased.
    4. Type of Service: A detailed description of the service provided or item purchased. A bag tag is sufficient for prescriptions.
    5. Cost: The amount you paid for the service or product and/or the portion that is not reimbursed through your insurance carrier.

    Please note that not every claim is approved.

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  • What is an itemized receipt?

    An itemized receipt is a receipt that contains the following five pieces of information:

    1. Patient's Name: The name of the person who received the service or for whom the item was purchased. For retail store purchases, this information may be excluded.
    2. Provider's Name: The provider that delivered the service or where the item was purchased.
    3. Date of Service: The date when services were provided or the item was purchased.
    4. Type of Service: A detailed description of the service provided or item purchased. A bag tag is sufficient for prescriptions.
    5. Cost: The amount paid for the service or product and/or the portion that is not reimbursed through your insurance carrier.

    We may ask you for an itemized receipt in order to verify that your transaction was for an eligible expense per IRS guidelines.

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  • What is the deadline for submitting a reimbursement request?

    Try to make it a habit to submit your reimbursement request on a regular basis, like right after the expense occurred, or once a month. Once your plan year is over (for most, that is the end of the calendar year, but check with your employer to be sure), you may still be able to request reimbursement for a certain time, called "run-out." Requests for reimbursements need to be filed before the end of the run-out period for your plan or during the grace period, if applicable.


    You need to incur all expenses prior to the end of the plan year. If your employer offers you a grace period, you have an additional 2½ months after the end of the plan year to incur expenses. If your employer offers you the Carryover option, you may carry over up to $500 in your account to the next plan year.


    We recommend you log into your WageWorks to check your plan year end date. Check the Dashboard tab to see both the “Use It By” date as well as the “Claim It By” date for each of your benefit accounts.

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  • Where do I find claim forms?
    You can find claims forms here. If you have trouble accessing the forms, you can contact us for help by calling 877-Wageworks (877-924-3967) or tweeting @wageworkscares.
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  • How do I know my fax/email/claim/receipt was received?

    WageWorks will send you an email when we receive your claim documentation to let you know it’s in the processing queue. Your claim will be processed in two to three business days. Once your claim has been processed, it will be visible in your WageWorks account. It takes an additional two to three business days for your reimbursement to be issued.

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  • How do I know if a claim is denied?

    If your claim is denied, WageWorks sends you a notification (via email or regular mail, depending on the contact information in your WageWorks account) within 24 hours of the claim being processed. Please log into your WageWorks account for more information and to make sure your contact information is current.


    You can also set your communication preferences to receive notifications by email or text message. Please remember that a claim will only be denied if it appears that your expense was not eligible. You can always check eligible expenses here or submit a receipt to verify that your expense is eligible.

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  • How do I submit a mileage claim?

    It’s easy! Submit your mileage claims along with a Pay Me Back form, or with an Explanation of Benefits (EOB). Claims need to match the mileage reimbursement to a service and its date.


    Please include the following information with your mileage claim:

    • Date of Service
    • Type of Service (e.g., doctor visit, trip to pharmacy)
    • Actual Mileage and Rate (e.g., 16 miles round trip @ $0.19/mile)
    • Total Amount Requested (e.g., 16 x 0.19 = $3.04).

    The IRS determines the mileage reimbursement rates for healthcare based on the date the service is incurred. As of January 1, 2016, mileage for travel to/from eligible healthcare services is $0.19 per documented mile. Many web-based mapping tools (e.g., Google Maps, Mapquest) can calculate your mileage.

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  • Where do I find reimbursement claim forms?
    You can find reimbursement forms here. If you have trouble accessing the forms, you can contact us for help by calling 877-Wageworks (877-924-3967) or tweeting @wageworkscares.
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  • What is the deadline for submitting a reimbursement claim?
    You should always try to submit reimbursement claims during the same plan year in which the expense was incurred. If your employer offers you a grace period, you have an additional 2½ months after the end of the plan year to incur expenses. Log into your WageWorks account to find out about deadlines for submitting claims under your specific account.
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  • How do I submit a receipt for reimbursement under my Healthcare FSA?

    There are two ways to submit a receipt for reimbursement:

    1. Through the WageWorks EZ Receipts® mobile app. Use your mobile device to snap a photo of your receipts and submit them for reimbursement.
    2. Though your WageWorks account. Log into your account, select the Pay Me Back option, upload a digital image of your receipt, and submit your claim.

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  • How do I receive my reimbursements by direct deposit?

    Here’s how to sign up for direct deposit:

    1. Log in to your WageWorks account.
    2. Once you have logged in to your account, click on PROFILE in the upper right hand corner.
    3. Click on the Reimbursement Method buttons on the left.
    4. Select Direct Deposit under Select Reimburse Payments By.
    5. Enter your bank name, bank account number, bank routing number, and type of account and select Save Changes.

    It's important to double-check your bank account information when signing up for direct deposit since payments are made strictly on the account information you provide. Please note that not all employers' programs allow for reimbursement payments by direct deposit. If you don’t see direct deposit as a payment option when you log into your WageWorks account, your employer may not allow for reimbursement payments to be made by direct deposit.

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  • How long after I make a purchase or receive a service can I wait to submit my claim/reimbursement request?

    It's always a good idea to file a claim as soon as possible. Depending on your program and the nature of your claim, time limits vary. Once your plan year is over (it’s usually the end of the calendar year, but check with your employer to be sure), you may still be able to request reimbursement for a certain amount of time, called a run-out period.


    Requests for reimbursements need to be filed before the end of the run-out period for your plan or during the grace period, if applicable. You need to incur all expenses prior to the end of the plan year. If your employer offers you a grace period, you have an additional 2½ months after the end of the plan year to incur expenses. If your employer offers you the carryover option, you may carry over up to $500 in your account to the next plan year.


    Check your plan year end date by logging into your WageWorks account. Check the Dashboard tab to see both the Use It By date as well as the Claim It By date for each of your benefit accounts.

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  • How long does a direct deposit take to be posted to my bank account?
  • Can I submit an expense that is for more than I currently have in my Dependent Care account?
  • Does the mobile app allow me to submit claims?
    Yes! It's fast and easy. Just log into your WageWorks account on the EZ Receipts app, click Submit New Receipts, and follow the prompts to submit a claim and snap photos of your receipts to be reimbursed from your WageWorks account. You can also snap a picture and save the receipt to use later when you file your claim. We will store the receipt image for you.
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  • Will already submitted claims still be paid if I leave my employer?