Agent Instructions
Customer Scenario Management
Utilize this category to see how to manage specific customer scenarios.
4 articles
CX Operations
Utilize this category to understand our CX operational standards.
5 articles
Administrator Resources
Utilize this section for administrator specific information.
2 articles
Reimbursement/D2C Merchants
AI Instructions
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. ...
Responding to HSA/FSA Claim Denials Based on "Prescription Required"
The HSA/FSA administrator denies a claim and states that a prescription is required for reimbursement. First, identify whether the product in questi...
Responding to LMN Denial Based on "MD Signature" Requirement
An HSA/FSA administrator denies a claim because the Letter of Medical Necessity (LMN) wasn’t signed by a medical doctor (MD). When this happens, we ai...