Resolve Funding Overpayments

This article applies to you if you have a Via Benefits reimbursement account (sometimes known as a Health Reimbursement Arrangement).*

An overpayment is caused by an ineligible reimbursement occurring from your reimbursement account. You may be notified your reimbursement account is in overpayment by an alert in your account or a letter from Via Benefits that states your account is in overpayment status.

You may choose to wait for an overpayment letter that includes actions you can take to bring your account in to good standing, or you may follow the steps below to complete the process on the website.

Overpayment Reasons

We may request repayment when one or more of the following happens:

• Funding contributions are reversed due to the death of the account holder or a loss of qualification status

• A contribution amount changes

• A payment was received or funds were used when you no longer qualified for an account

• An ineligible expense was paid from your account. For example:

  • An approved and paid expense is later denied

  • You have established Recurring Premium Reimbursement, and you don't notify Via Benefits of a change in your premium amount by completing a new reimbursement request

    • You can cancel future scheduled recurring requests on the website or by contacting us at 1-866-322-2824. One of our representatives will cancel the recurring requests for you

    • You can then submit a new request for the changed premiums

• It's later detected that a paid expense is missing necessary supporting documents

• Your reimbursement request is paid in error

• You are reimbursed for a duplicate expense

Resolving an Overpayment

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You can see expense overpayments on the Via Benefits Accounts Mobile app; however, you aren't given the option to resolve the overpayment on the app. It must be resolved on the website.

Some account holders aren't able to initiate repayments from their reimbursement account and must send Via Benefits a check to resolve an overpayment.

To pay back an amount due, follow these steps:

1. Sign into Via Benefits.
2. On the Home page, select the name of the family member whose information you wish to view.
3. Select View accounts under Funds & Reimbursements.
4. Select Reimbursement Center on the Funds and Reimbursements page.
5. On the Dashboard, in the Items Need Your Attention section, select Resolve next to the expense overpayment. The Overpayment Reason is shown. (Review the Payment Breakdown or Activity Timeline to learn more about the overpayment.)

Note: Overpayments don't display in the Items Need Your Attention section until 35 days after the overpayment is identified; however, they still display on the Activity tab.

6. Select Resolve Issue.

7. Depending on the type of overpayment, you have the option to Offset the Amount Owed or Pay it Back. Select the option you prefer.

Offset the Amount Owed

Note: If you have an outstanding overpayment amount that is less than $1, it can only be paid back via offset.

When you choose Offset the Amount Owed, you're asked to submit supporting documents for a different eligible expense.

To offset an overpayment, you need to submit eligible reimbursement requests. When they're approved, your reimbursements go toward what you owe, instead of being reimbursed. For example, if you submit a request for a $10 eligible expense, we apply that $10 to your overpayment, rather than send it to you.

Pay it Back

Note: If you have an outstanding overpayment amount that is less than $1, it can only be resolved via offset (see Offset the Amount Owed, above).

When you choose Pay It Back, you may pay back the overpayment by electronic check or by mail.

1. From the list of overpaid amounts, check the box next to each expense you would like to pay back.
2. Enter the Pay Back amount for each one. You can pay back the amount in full or make a partial payment.
3. Select Continue and the Summary appears.
4. Select Pay Now to pay electronically.

Note: To pay by mail, select Change to Pay By Mail below Pay Now. Select Download Payment Coupon. Fill out the payment coupon and submit it with your check. Payments submitted by check can take up to 20 business days to process after you mail the check to Via Benefits.

5. Enter your banking information. Select Agree and Add Account. Select Add.
6. Verify your payment information and select Make Payment. A confirmation appears. You're also sent an email confirmation from Payer Express.

Understanding Expense Overpayment Statuses

You may see these statuses in relation to overpayments. Read Checking the Status of Your Reimbursement Request if you need help locating expense statuses.

• Overpayment - The expense is in overpayment.

• Used For Offset - The expense is approved, but the expense is being used to pay back an overpayment.

• Partially Paid - The expense is approved, but a portion of it was used to pay back an overpayment.

• Processing - Your payment was submitted, but it hasn't cleared yet.

• Recovered - Your payment was received and cleared.

• Failed - Your payment didn't clear, and you need to try again.

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*Via Benefits reimbursement accounts are administered by Extend Health, LLC.