Overview
Expenses come in all shapes and sizes, and the information we need can depend on multiple factors.
We may need to confirm a detail, ask for supporting documentation, or get a little more context before we can reimburse your expense. It doesn’t mean there’s something wrong with your claim...just that we need more information.
Our Customer Experience team will reach out and let you know what we need and include helpful articles that will help you understand our ask.
Let’s break down some of the reasons you might hear from us.
The details
We need to confirm eligibility
Since Plan inclusions and CRA guidelines can vary, we might ask for more details about an expense to confirm it’s eligible.
We might need supporting documentation, confirmation from a medical practitioner or more information on the how and why of an expense.
We’ll ask the questions we need to make sure the expense meets all the rules and requirements.
We need to understand the expense
Sometimes the information submitted with an expense doesn’t tell us everything we need to know. We may need to reach out to clarify things like:
- What type of device was purchased
- What type of service was provided
- A provider’s regulatory body or registration number
- Who an expense was for, you or a dependant
- A name on an invoice that doesn’t match the Member or dependant
We need to confirm payment
For the most part, we’ll be reimbursing expenses you’ve already paid in full. If your supporting documentation doesn’t provide that information or shows an unpaid balance or a carried forward balance, we’ll need to confirm that payment was made in full.
We’ll ask for proof of payment or confirmation of payment, as needed.
We need to do spot checks
Claims are sometimes randomly selected for a closer look. If your claim is selected, we might ask for additional information or supporting documentation as part of that review.
Anything else?
A followup doesn’t necessarily mean your claim is ineligible. It just means we need a little more information before we can finish reviewing your claim.
We’ll do our best to let you know what we need, and how to get it to us.
Still have questions about why we might followup? Say hello at hello@blendable.ca. We’re happy to help!