Resolving Funding Overpayments

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

Note: Some information may be cut off if you set your browser to 125% zoom or higher. We recommend using 100% zoom and expanding your browser.

Overpayment Definition

An overpayment is caused when you receive a reimbursement in error or are reimbursed for an amount greater than your funding contribution amount. We may request repayment when one or more of the following happens:

An ineligible expense was paid from your account. For example:
- 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.
- An approved and paid expense is later denied because the expense doesn't meet your former employer's coverage requirements.
Funding contributions are reversed due to the death of the account holder or a loss of qualification status.
A contribution amount is changed.
A payment is received or funds used when you no longer qualified for an account.
A processing error requires correction. For example:
- It's later detected that a paid expense is missing necessary supporting documents.
- Your reimbursement request is paid in error.
- You’re reimbursed for a duplicate expense.

Overpayment Process

You're always responsible for resolving an overpayment. You may be notified your reimbursement account is in overpayment by an alert in your account or an email or letter from Via Benefits that states your account is in overpayment status. An email or letter is sent 35 days after the overpayment is identified on the website and not resolved. You may choose to wait for an overpayment email or letter that includes actions you can take to bring your account into good standing, or you may follow the steps provided in this article to complete the process on the website or by check. Once an overpayment is resolved, you will receive an overpayment repayment email notification.

Note: Via Benefits recovers overpayments with future expenses based on plan rules.

Overpayment Types

There are three types of overpayments, Reimbursement, Account Balance, and Multiple Overpayments.

Reimbursement Overpayment

An Reimbursement Overpayment occurs when a previously paid reimbursement request is adjusted. The overpayment typically doesn't reflect a negative account balance.

Approved reimbursement requests can be denied later (due to death or processing errors), which results in an overpayment and must be repaid or offset. If you have established recurring premium reimbursement and don't notify us if the premium changes, it could result in an overpayment.

Account Overpayment and Negative Account Balance

Account overpayments occur when a contribution is adjusted and results in a negative balance. They typically occur after a funding reversal and appear as a negative account balance on the Dashboard and the HRA/Overview tabs in your account.

Funding reversals can be caused by:

Death of a participant
Loss of qualification
Change in contribution

If any of these situations take place and Via Benefits is not notified in a timely manner, prior reimbursements may be deemed ineligible which could result in an overpayment.

Multiple Overpayments

If a you have multiple overpayment expenses, they will display in several locations in your account. Both Reimbursement and Account Overpayments may occur at the same time.

The Overview page will display an Overpayments View alert in the Balance Breakdown section.
The Account Activity page displays with filter options plus all overpayments in expanded form.
The Activity Details page will show the overpayment expense details with a resolution option.

Resolving an Overpayment

Resolving an Overpayment on the Website

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 or by mail.

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 and select the name of the family member whose information you wish to view.

2. Select View Accounts in the Funds and Reimbursements section.

3. Select Visit the Reimbursement Center for the desired account on the Request Reimbursement and Manage Funds tab.

4. 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.

5. Select Resolve.

6. 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 allows you to submit a new expense to help offset the overpayment.
Pay it Back allows you to make a payment on the website or pay by mail.

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 (e.g., itemized receipts, Explanation of Benefits) 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.

1. Select Offset the Amount Owed.

2. Select what type of reimbursement you want to submit to offset the overpayment. Follow the process to submit the reimbursement.

Note: Other Options instructs you how to mail your supporting documents.

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 electronically with banking information or with a mailed check.

1. Select Pay it Back.
2. Enter the amount to Pay Today, select Continue.

Note: You may make partial or full payments. Selecting View All shows the number of overpayments.

3. Verify the payment amount and select Pay Now.

4. On the Change Payment Method page, enter your banking information and select Enter Account.

5. Verify your payment, select Make Payment.

6. You will receive a payment confirmation, click Finish. Allow 3-5 business days for your payment to process.

Pay by Mail

Pay by Mail allows you to send us a paper check to repay an overpayment.

Checks payments are used to resolve the most recent overpayments in the last 90 days. Expenses previously offset to resolve overpayment will be reversed, and those reimbursements will be paid to you.

1. Select Pay it Back.
2. Enter the amount to Pay Today and select Pay by Mail.

You may make partial or full payments. Selecting View All shows the number of overpayments.

3. Select Download Payment Coupon.

4. Print the complete the Payment Coupon. Mail the coupon and payment to the address on the form. Allow up to 15-20 business days after the payment is mailed for payment to be processed.

Understanding Expense Overpayment Statuses

You may see these statuses in relation to overpayments. Read Check 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.

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