How to submit your HSA/FSA reimbursement

With your Truemed Letter of Medical Necessity (LMN) and your purchase receipt (from Truemed or the merchant), you are now eligible to request HSA/FSA reimbursements for your recent purchase and all future purchases for the next 12 months.

This document explains our process and how to submit your reimbursement. The process should take less than five minutes.

Step-by-step reimbursement guide

Complete your Truemed purchase and gather your documents

After your purchase is qualified through Truemed, you will receive two things: a Letter of Medical Necessity (LMN) signed by an independent licensed healthcare provider, and a receipt for your purchase. This receipt will either come from Truemed or in some cases, directly from the merchant. Both are required to submit a claim and will be available in your Truemed dashboard.

Identify your HSA or FSA administrator

Your administrator is the company that manages your HSA or FSA account — not your employer and not your insurance company. Common administrators include HealthEquity, Optum, Fidelity, Inspira (formerly PayFlex), WEX, HSA Bank, Lively, Navia, Ameriflex, EBC, BAS, and Basic. If you are not sure who your administrator is, check your benefits card, log into your benefits portal, or ask your HR team.

Log into your HSA/FSA administrator’s portal 

Most administrators have an online portal or mobile app where you can manage your account and submit claims. If you have not set up an account yet, you may need to register first.

1. Navigate to the reimbursement or claims section. Look for a section labeled something like “Submit a Claim,” “Reimbursements,” or “File a Claim.” The exact wording varies by administrator.
2. Upload your LMN and receipt. Attach both documents to your claim. Some administrators ask you to upload them together; others have separate fields for each. Make sure the receipt clearly shows the purchase amount, merchant name, and date.
3. Submit your claim and note the confirmation. After submitting, save or screenshot any confirmation number or reference ID. This makes it easier to follow up if there is a delay.
4. Wait for processing and receive your reimbursement. Once approved, the reimbursement is deposited directly into your designated bank account or HSA/FSA account. You can reuse the same LMN for any additional qualifying purchases within the 12-month window — just submit a new receipt each time.

Reimbursement timeline

For most administrators, reimbursements are approved within 7 to 10 business days after you submit your receipt and LMN. However, timing can vary based on:

• Your administrator’s processing speed — Some are faster than others. Larger platforms like Optum and WEX tend to have well-established online portals that process claims quickly. Smaller or employer-managed plans may take longer.
• How you submitted — Online submissions are almost always processed faster than mail submissions.
• Claim completeness — If your documentation is incomplete or unclear, the administrator may put your claim on hold and request additional information, which can add days or weeks to the timeline.
• Volume and time of year — Claim volumes often spike near FSA deadlines (typically late December), which can slow processing.

If you have not heard back within two weeks of submitting, it is a good time to follow up with your administrator directly.

What to do if reimbursement is delayed

First, check your claim status. Log into your administrator’s portal and look for the status of your submitted claim. It may be pending, under review, or waiting for additional documentation.

If the claim is just delayed (still pending or in review): Contact your administrator’s customer support line or chat. Have your confirmation number and submission date ready. Ask if there is anything missing from your claim or an estimated resolution date.

If the claim was denied: A denial does not always mean the expense is ineligible. Common reasons for denial include:

• Missing or unclear documentation (resubmit with a cleaner copy of your LMN or receipt)
• The expense category was not recognized (ask your administrator to review under IRS Publication 502 eligible medical expenses)
• A technical issue with the submission

You can typically appeal a denial by contacting your administrator and providing any additional documentation they request.

When to contact Truemed support: If you are having trouble with your LMN (it looks incorrect, you never received it, or your administrator says it is not valid), reach out to Truemed at support@truemed.com. Truemed can resend your LMN or help clarify documentation questions. For issues with your account balance, claim status, or payment processing, your administrator is the right first contact.