Members Request for Information (RFI) FAQs
Your Health Spending Card is regulated by the IRS, and the IRS requires that all card transactions must be substantiated. This means that purchases made with the card must be proven (with proper documentation) to be eligible transactions under the plan.
LBS will attempt to automatically substantiate, or validate, card transactions prior to requesting documentation from you. Some of the ways to automatically substantiate card transactions include co-pay matching, Inventory Information Approval Systems used at a pharmacy, reoccurring expenses, and insurance carrier file matching.
You can increase the transactions that get automatically substantiated by following the tips below:
- Pay for medical services soon after they have been invoiced by your provider.
- Pay for each date of service separately. Example: If you had a service with the same provider on 1/2/2020 and again on 2/15/2020 pay for each day separately.
- Pay for each patient’s service separately. Example: If you had services rendered for two of your dependents on the same day, pay for each patient’s services separately.
- Whenever possible, wait to pay the provider after insurance has processed the claim to ensure the correct patient responsibility is paid.
Some services provided at a doctor or dental office may not be eligible under the plan. IRS regulations require that LBS verify the eligibility of all the expenses charged to the card.
In order to substantiate your transaction, you must provide LBS with documentation that includes the following information:
- Name of the person who received the service or purchase was for
- Date that the service was provided or date of purchase
- Total amount of the expenses (including any insurance payments)
- Services rendered or item purchased
- Name of the provider or merchant
Typically, an insurance Explanation of Benefits (EOB) or a detailed invoice from the provider will include the above information. Please be aware that credit card receipts often do not contain this information.
If you have an HRA plan that only covers specific expense types (i.e. deductibles, copay and/or coinsurance), please make sure the documentation submitted indicates that the charge applied to that expense type. Typically, this is found on your Explanation of Benefits from your insurance carrier.
Your Health Spending Card transactions can be substantiated online through accessing your member spending account. When you log on, you will see a message under the Task section on the Homepage if you have any transactions requiring substantiation.
You can link from the Task directly to the transactions where you will find the option to upload your documentation.
You also have the option to mail or fax your documentation to us with a copy of the request for information letter.
We also offer a free LBS Health Spending mobile app, which allows users to access their health benefit account balances on the go. To substantiate a claim, users can simply take a photo of their receipt and upload it in the app.
The web portal and app are conveniently available 24/7.
If a transaction cannot be automatically substantiated, you will receive an email from LBS requesting additional information. If we do not have an email address on file for you, a letter will be sent to your address on file.
If substantiation is not received within 30 days of your first request your Health Spending Card will be suspended. However, we do send a second request as a reminder. Once your card is suspended, you will not be able to use your card for new purchases until the outstanding transaction is substantiated or repaid. If your card is placed in suspended status, you will receive a communication from LBS to let you know.
Yes, you can still turn in documentation after your card has been suspended. Once your documentation has been reviewed and approved your Health Spending Card will be reactivated.
The date of service on the request is the date of the card transaction and not necessarily the date of service. The card transaction amount can be a combination of dates of services and amounts you were responsible for.
Yes, you will still be able to access your account to request a reimbursement by submitting a manual claim. You can submit a manual claim via the online member portal, the mobile app or send a paper copy via mail or fax directly to us.
If your transaction was ineligible or if you cannot provide the requested documentation, repayment will be required for the unsubstantiated amount. If you do not repay the required amount your employer may add the amount to your taxable income.
If your transaction is ineligible or you are unable to provide the requested documentation, you can make a repayment by one of the following methods:
Telephone: Contact our Customer Service Department by calling either the number on the back of your LBS Health Spending Card or 1-800-327-7130 Monday - Thursday 8:00AM to 5:00PM (EST) or Friday 9:00AM to 5:00PM (EST). A repayment can be made by credit card, debit card, or electronic check. By using this method of repayment, if applicable, your Health Spending Card can be re-activated at the time of the call and you no longer need to wait for payments to be mailed and posted.
Mail: Send a check or money order payable to:
You can only use your card to pay for services that occurred in the current plan year.
You have access to check the status of your card directly on the member portal or mobile app.
To check the status via the member portal, click on your name at the top of the screen then select Banking/Cards. The status will be listed under the Debit Cards section.
To check the status via the mobile app simply click on the Profile tab then Manage Debit Cards.