When PeopleKeep marks something as “Action Required”, it means we are missing necessary information to verify your premium or expense for reimbursement.
Below are explanations of what information may be needed based on the message you received. To see the common documents that can be used, please review this article: Documentation requirements for Policies and expenses.
For out-of-pocket Expense Requests for Services:
The IRS requires your documents to show the service date and/or the services provided.
- Your document must clearly show the Date of Service (DOS) or date of your visit along with a description of the service received.
- Payment receipts without service details cannot be used, as they typically do not list the description of what you were charged for as well as the amount for each service. You can also prepay or pay at a later date for a service.
- Treatment plans cannot be used as they are estimates of work to be performed and do not confirm the date of the service(s). You can have different treatments occur on different dates.
- Obtain an itemized receipt from your insurance provider or health center showing the service date and description.
This document doesn't show the amount the provider billed you OR The provided document doesn't indicate your financial responsibility for the services received.
- Ensure your document displays the amount billed per service and your financial responsibility after any discounts, adjustments, or insurance coverage.
- Check your documents for any statements indicating “insurance is estimated to cover” or similar phrases to avoid conflicting information.
- Obtain updated documents from your insurance provider or health center showing these details.
We can't verify multiple dates within the same request.
- Services are verified based on the dates they are received. Services billed together but received on different dates must be submitted as separate expenses.
- Use the “Does this expense span multiple dates?“ feature on the Expense Details page to insert the different transactions for an easier way to submit those separately while using the same document.
The IRS requires a doctor's note for this service.
- Services and products that are ineligible according to the IRS do not treat, cure, or prevent a medical condition. These products are typically for general health or daily use, such as nutrition supplements, or may have a dual purpose.
- These can be reimbursed with a letter of medical necessity that meets specific requirements. Refer to our Doctor's Note Requirements for details and a printable letter template.
- Prescriptions for ineligible expenses also require a doctor's note for consideration.
For Premiums:
The IRS requires that your documentation shows this policy was effective in [MONTH].
- Documents must clearly indicate that your insurance policy was effective in the month you requested your reimbursement to begin and must reflect the respective year.
- ID cards with no coverage date or documents showing a coverage effective date for a past year cannot be used for the current year.
- If requesting reimbursement for a past date, the documents submitted should be backdated to that month for proof of coverage at that time.
- Billing invoices with coverage dates are preferred for verification. Check with your insurance provider's online portal, as most documents can be acquired there.
The IRS requires that we verify the amount of your recurring premium.
- Provide documents showing the specific amount billed per period such as on a monthly, quarterly, or annual basis.
- A single payment receipt may not contain sufficient information to verify recurring charges. Payments can have combined charges for past, current, and future dates.
- If submitting a payment receipt for a monthly payment, please include two consecutive payments to confirm the amount paid is recurring. Start with the payment corresponding to the month selected to begin your request.
- Obtain a detailed breakdown to confirm the amount paid matches the billed amount. We recommend using billing invoices that clearly show coverage dates, such as January 1 - January 31, for verification purposes. Check with your insurance provider's online portal, as most documents can be acquired there.
The IRS requires that your documentation shows the type of coverage you have (e.g., medical, dental, or vision).
- Showing the type of policy requested is necessary to be verified. If multiple policies are covered under one premium, provide documentation that distinguishes between each policy type.
- We may request a breakdown of your policies to confirm the amount per policy type. ID cards, billing invoices, or SBCs can assist in confirming this. Check with your insurance provider's online portal, as most documents can be acquired there.
Please attach all supporting documents in one request.
- All documents related to verifying a specific policy should be attached to one request.
- Avoid submitting multiple requests for the same policy as we cannot combine documents from separate requests.
- If you have multiple requests under the Premiums section of the dashboard for the same policy, select one request and upload all supporting documents to that request using our guide How to add requested documentation
For out-of-pocket Expense Requests for Purchases or Products:
This document doesn't show what you purchased.
- Ensure your receipt clearly indicates the item or product purchased.
- If the description on the receipt is unclear, include a photo of the product for verification.
The document doesn't show the purchase or order date.
- Services are verified based on the date of purchase or date the order is placed, not to be confused with a “Shipped” date.
- Refer back to your receipt or email confirmation to obtain the accurate purchase or order date.
The IRS requires a doctor's note for this item.
- Products that are ineligible according to the IRS do not treat, cure, or prevent a medical condition. These products are typically for general health or daily use, such as nutrition supplements, or may have a dual purpose.
- These expenses can be reimbursed with a letter of medical necessity that meets specific requirements. Refer to our Doctor's Note Requirements for details and a printable letter template.
- Prescriptions for ineligible expenses also require a doctor's note for consideration.
If you have any questions or need further assistance, please contact our support team at Support@PeopleKeep.com. We are here to help ensure your expenses are verified promptly and accurately.