Participant FAQ: Claims

This article addresses frequently asked questions about Ameriflex claims to help participants understand how they work.

Frequently Asked Questions
Question: How long does it take to get reimbursed from a manual claim?	Answer: Claims with appropriate supporting documentation are typically processed within 3-5 business days of receipt. If your claim is approved, reimbursements by check are sent via USPS First-Class Mail and should arrive within 7-10 days from the processing date. Direct deposit reimbursements should arrive within 3-5 days from the processing date. If you do not have direct deposit and would like to sign up, you can do so by logging into your Ameriflex account and completing the steps for direct deposit sign up.
Question: What is a run-out period? How do I know if I have a run-out period with my benefit plan?	Answer: The run-out period is the time period at the end of your benefit plan year that allows you to submit manual claims for any eligible bills or out-of-pocket expenses you incurred during the plan year.
Question: Is a massage FSA and HSA eligible?	Answer: Yes, Massage Therapy can qualify as a medical expense as long as the services are prescribed by your physician.
Question: Why would I need to submit a Letter of Medical Necessity for an eligible expense?	Answer: Some services and products are potentially qualifying, depending on their intended use. The IRS requires third parties, such as Ameriflex, to verify the eligibility of the service or product.    What items are not considered eligible? Items and services used to maintain or prevent a medical illness or injury are not eligible expenses.   What items are eligible with a letter of medical necessity? Items and services used to help treat or cure a medical illness or injury are eligible with a letter of medical necessity.    Example: There are several types of therapy treatments. If the therapy is intended to treat a specific medical condition and is recommended by your doctor, then you can use your Ameriflex account to pay for the treatment. In this case, we would need your doctor to complete a letter of medical necessity so that it can be applied to your account.   You will only need to submit a letter of medical necessity for a specific treatment once per plan year. Having this letter on file will allow us to process manual claims along with your itemized receipt from the provider, or to help clear a substantiation request for a debit card transaction.   Submitting a letter of medical necessity  Click here to download the letter of medical necessity form. Submit this letter directly to our claims team at [e-mail].  You can also submit the form with your first claim request.
Question: Can a reimbursement check be reissued?	Answer: Upon an employee reporting they lost or never received their reimbursement check, Ameriflex can reissue a reimbursement check if: (a) we first verify that the check has not been cashed/deposited, and  (b) at least 30 days have passed since the processing date of the original reimbursement (unless the recipient's address has changed and a Request for Service Form is completed with the updated address) For security reasons, reimbursement checks returned to Ameriflex as undeliverable will be destroyed, and a replacement check will not be resent until requested and address verified. To avoid this process, please sign up for direct deposit.
Question: I have a rollover (ROL) account. When I used my Ameriflex account, why didn’t the money come out of the ROL account?	Answer: The rollover (ROL) account is for manual claims only. It can be used for any expenses or bills you may receive during your plan’s runout period. Any transactions with your Ameriflex Debit Mastercard will not pull from your ROL account.