Responding to Claim Denials: LMN Missing Product Name or Details

The customer’s HSA/FSA claim is denied because the Letter of Medical Necessity (LMN) does not include the specific product name(s) or item details.

Before asking the customer for anything, review their message to see if they’ve already included:

• The name(s) of the product(s) they purchased

• A receipt or order confirmation showing the purchased item(s)

If the product info is already included, skip the request and proceed to Step 2.

If the customer hasn’t shared specific product details, request one of the following:

Suggested message:

Thanks for flagging this.

Some HSA/FSA administrators require that the Letter of Medical Necessity (LMN) include the specific product(s) purchased. We can update your letter accordingly.

Could you please reply with either:

• A copy of your purchase receipt, or

• A list of the exact product(s) you bought through the TrueMed checkout

Once we have that, we’ll revise your LMN and send you an updated version for resubmission.

Once product info is available:

• Request an Update the LMN to include:

  • Full product names

Let the customer know they can now resubmit their claim with the updated LMN that they will be able to download from truemed.com and that this version includes the product-specific details requested by their administrator.

• IRS guidance doesn’t explicitly require product names in the LMN, but many administrators request them for internal documentation.

• We aim to resolve these denials by providing a revised LMN with sufficient product specificity—no further escalation is usually needed.