When using your benefits card, you may occasionally receive an email from Rocky Mountain Reserve (RMR) requesting documentation for a specific charge. Providing this information is not just an RMR policy—it is a strict IRS requirement for all Flexible Spending Accounts (FSAs).
Your prompt response ensures your benefits card remains active and ready for your next purchase.
Table of Contents
- Why is documentation being requested?
- What documents satisfy IRS requirements?
- What happens if I do not submit documentation?
- How to Upload Your Documentation
Why is documentation being requested?
When Congress created FSAs to allow tax-free medical spending, they mandated that every expense must be verified (substantiated) by a third party. While RMR can automatically verify most transactions at the time of the card swipe (such as copays that match your plan's data), some transactions do not provide enough detail. In these cases, the IRS requires us to collect proof from you that the funds were used for a qualifying medical expense.
What documents satisfy IRS requirements?
To be approved, your documentation must be an itemized receipt or an itemized bill. A standard credit card signature slip or "balance due" statement is not sufficient.
Your document must clearly show these four details:
The Date of Service: (The day the care was received, not the date you were billed).
The Amount Charged: The final out-of-pocket cost.
The Provider Name: The doctor, hospital, or pharmacy name.
A Description of Service: A clear list of what was purchased or the medical procedure performed.
What happens if I do not submit documentation?
If a request goes unanswered, the IRS requires your employer and RMR to take action to recover the funds. This may result in:
Card Suspension: Your benefits card may be temporarily deactivated.
Offsetting Claims: Future manual claims may be used to "pay back" the unsubstantiated amount.
Paycheck Withholding: As a last resort, the amount may be withheld from your wages or reported as taxable income.
If you cannot find a receipt: You also have the option to repay the funds back into your FSA account through the online portal to resolve the "Pending" status.
How to Upload Your Documentation
Resolving a request is easy through the RMR Online Portal:
Log In: Access your account at the RMR User Portal.
Locate the Expense: Select "Expense Details" from the left sidebar.
Filter Results: Use the filters to find expenses with the status "Needs Help" or "Pending."
Upload: Open the transaction and click to attach your itemized receipt or document.
Status Update: Once uploaded, the status will change to "Processing" while our team reviews it for approval.
Contact Participant Services:
💬 Live Chat: Available via the User Portal
✉️ Email: info@rmrbenefits.com
📞 Phone: 888-722-1223
🕒 Support Hours: M–F, 8 AM – 5 PM MST
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