FAQs

Q:  I’m having trouble connecting to the account balance section of the website. What can I do?

A:   Make sure your pop up blockers are turned off. Try holding hold down the control button when clicking “Login.” If you are still having trouble, please contact Member Services at (888) 278-2555

Q:  If my charge says “Pending” or “Ineligible,” do I still owe my provider payment?

A:  No. Your provider is paid when you use THE CHOICE CARE CARD™.
The status of pending or ineligible relates to the documentation sent in. 

• If you have a pending status, documentation has not been received.
• If you have an ineligible status, documentation received was not sufficient, or it is not eligible under your plan.

Q:  How long will it take to receive reimbursement after I submit a claim?

A:  After we received the claim form and supporting documentation, your claim will be processed within 3-5 business days and the check will be mailed, and direct deposit will be processed within one business day.

Q: Where can I get a Claim form or ACH Authorization form?

A:  Click here for a Claim form  or ACH Authorization form .

Q:  What is a Request for Documentation?

A:  You will be asked to provide statements for services paid for with THE CHOICE CARE CARD™. IRS guidelines require that transactions be verified for coverage under the plan. Please keep all receipts, statements, and Explanations of Benefits (EOBs).

Q:  Why do you send me these letters requesting information?

A:  The benefit received under your plan is tax-free. In order to maintain the tax-free status, the IRS requires that the purchases made be substantiated. We request the documentation in order to comply with the IRS substantiation requirement thereby maintaining the tax-free status of the plan.