FAQs About Zenefits Flex Benefits Claims

Once an employee's HRA, FSA, or Commuter Benefits account is canceled in Zenefits, that account will be removed from their Dashboard. To check the remaining balance in the account, please call 1-866-609-4655. Eligible claims can be submitted via email to claims@zenefits.com if you no longer have the HRA app on your dashboard. 

For out of pocket HRA and FSA expenses, as long as the transaction was incurred during the plan year, the employee may submit their claim at any point before the end of the plan year or the run-out period (if applicable).

Out-of-pocket commuter benefits expenses must be claimed within 12 months from the date of service. 

Reimbursement depends on how long it takes to process the claim application, so make sure to send all the required information to verify the eligibility of the expense(s) for prompt processing.

  • Once Zenefits receives all of the necessary information, claim processing usually takes 3–5 business days.
  • For approved claims, reimbursement dates depend on the payment method:
    • Reimbursement by direct deposit typically takes 1–2 business days. Credits on your account statement will come from Med-i-Bank or MBI Bank.
    • Reimbursement by check typically takes 7-10 business days

If an employee does not cash their reimbursement check within 90 days, then the check will become void.

To check on the status of a submitted claim, contact Zenefits Client Support.

Employees who spend their Flex Benefits funds on ineligible items or services, or fail to provide receipts for certain types of purchases (e.g., for a Health Care or Child & Elderly Care FSA) must refund the amount spent to the appropriate Flex Benefits account. Otherwise, their Zenefits Card will be deactivated until the check has been received. The client may pay their employer back via the payment method accepted by the employer, and the employer may then provide Zenefits with written documentation that the payment has been received. This payment method is preferred, as it will be processed at a faster rate. 

The client may send a check/cashiers check or money order directly to Zenefits by using the steps below:

To refund an ineligible amount to a Flex Benefits account, follow the instructions below:

Make the check out to:

Zenefits

Mail the check to:

Zenefits Flex Benefits
PO Box 161207
Altamonte Springs, FL  32716

Internal Support Notes

Before the employee mails the check, make sure the transaction is marked as Ineligible or Balance Due in Wealthcareadmin. In Wealthcareadmin, the cashed check looks like the screenshot below:

image

If the employee has paid back the company, then the Core Platform and Integrations team can mark the transaction as paid. You must receive confirmation from the admin that the expense was paid back and then post in the core-platform-fp channel for a Specialist to make the adjustment. Make sure to post the date of the transaction and the amount. You do not need to send the case to Tier 2.

If the employee reaches out for a status on the check:

  1. Get the check number
  2. The amount on the check
  3. When they sent the check
Then, confirm with Alegeus  on the check status, making sure to include the necessary info detailed above.

Internal Support Template:

Hi [Customer Name],

If you used your Flex Benefits funds on items that were deemed as ineligible or are unable to provide receipts for certain types of purchases (e.g., for a Health Care or Child & Elderly Care FSA), then the funds must be returned to your employer in order to activate your account. The funds are initially pulled from the company’s bank account to cover the card transaction and that is why they must be paid back to your employer. There are two options that you may take in order to return the funds. You may pay your employer back via the payment method accepted by the employer, and the employer may then provide Zenefits with written documentation that the payment has been received. Please work with your admin to determine how they prefer to be paid back. This payment method is preferred, as it will be processed at a faster rate. You may also send a check/cashiers check or money order directly to Zenefits by using the steps below. Please note, it will take 12-15 business days for the check to be received and processed.

Make the check out to:

Zenefits

Mail the check to:

Zenefits Flex Benefits

PO Box 161207

Altamonte Springs, FL 32716

If you have any questions about this process, please let me know!

Employees’ effective dates for contribution changes will vary based on the day that the employee makes the change. This is in regard to FSA, Commuter Benefits, HRA, and HSA.

Changes you make before the 25th of the month will go into effect on the 1st of the following month.
Changes you make after the 25th of the month will go into effect on the 1st of the month after the next.

Employees with HSA Bank will need to make their contribution changes on or before the 15th of the month for the change to take effect the first of the very next month. 

Contact Zenefits Claims Processing for questions related to eligible claims, card transactions or manually submitted claims

Phone: 1-866-609-4655 

Email: claims@zenefits.com

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