*Important Note: This only applies to users who have CDH accounts with Twic, including LPFSA, FSA, DCFSA, and Commuter.

On the claim page in the Twic portal, you may see different statuses for your pretax claims associated with your benefits accounts.

Approved

  • Fully Approved

    You will see your claim "Approved" on the claim page. It will show the submitted date, reimbursement method, and your submitted amount. Your reimbursement method is the default method you set in the Settings.


    After clicking on the individual claim page, you will see more details on the claim status, including the Category (DCA/OTC/DENTAL.... etc.), Merchant Name, and the Approved Date.

    As you see your claim being "Reimbursed", please note that our Pretax claims reimbursements are processed on Sundays. If your claim is approved by Sunday, you would expect the reimbursement in the following week.

    Direct Deposit takes 3-4 days to show up. Checks arrive in 5-7 days. If you see your claim is paid but you hear nothing from the bank or receive no check after the expected payout, please reach out to our team.

  • Partially Approved

    When clicking on the individual claim page, you will see the claim with the Amount Approved, and the status will show the amount Partially Paid out of your original submitted amount.

    Your claim might be partially approved because of the following reasons:

    1. You have insufficient balance in your FSA/LPFSA, and we can only approve the remaining balance. The over-balance amount is rejected.

    2. You have an insufficient balance in your DCA or Commuter account, and you can only be reimbursed with the current available balance. The over-balance amount will be On-Hold, and you will be reimbursed recurringly when your account balance is renewed. Once the amount is fully paid, it will show Reimbursed.
      Please see HERE for more details about an on-hold claim.

    3. Your claim includes ineligible items/services that are not reimbursable.

  • Rejected

    You will see the claim "Rejected" on your claim page.

    You will see the rejected date and support note by clicking on the individual claim page. You may check the denial reason in the Denial Notification Letter. If you don't understand why the claim is rejected, please feel free to reach out to our Member Experience Team via support@twic.ai or Live Chat.


  • Pending

    Your claim is not yet reviewed. Our review team will review the claims within 24-72 business hours. You will see your claim being Pending on your claim page.

    After clicking on the individual claim page, you will see more information on the claim, including the Category (DCA/OTC/DENTAL.... etc.), Merchant Name, and the Submitted Date.

    Please note that we do not adjudicate HSA claims. Please use the Bill Pay function to receive reimbursements for HSA expenses instead of filing a new HSA claim. For more information, please see HERE.

    For HSA claims you have submitted, we encourage you to create a digital or physical folder to keep a backup of receipts. Once you have created a record of your receipts and claims details, please reach out to our team to confirm we can delete the pending HSA claims from your account.

  • No Receipt

    Your claim is not uploaded with a receipt successfully. Please note that there is a maximum single file size limit to 10MB or a combined 30MB. A receipt is required for substantiation. If it keeps failing, you may do a screenshot to reduce the file size.

    You will see "Needs Receipt" on the claim page. If you see the status, please resubmit the claim or reach out to our support team to provide the supporting documents.

    When you click on the individual claim page, you will see the claim is showing rejected on Invalid Date, as we are unable to process the claim review.

If you have any questions, please feel free to reach out to our Member Experience Team via live-chat, email to support@twic.ai, or call us at 844-902-2902.

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