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Member FAQs

The most commonly asked questions are answered in the list below. Click the Contact Us button if you can’t find what you need. A Member Service Representative will be happy to help you.

Member FAQs

1. How can I check my balance?

4. What does "pending", "ineligible", "new" and "approved" mean?

Pending . This means your charge is being held until we receive further information from you. To learn which type of documentation to submit for your charge, please view our step-by-step presentation:

Please click here to a view a PDF document on how to best address documentation requirements and what documentation may be necessary.

Ineligible : You may need to submit documentation. In certain instances, you may be required to submit payment for the charge.

New: Refers to a recently charged card transaction waiting to be substantiated.

Approved: Your provider has been paid and Choice Strategies was able to substantiate your charge.

Denied :Your card was not accepted and the provider was not paid.

5. Why did I receive an email or letter asking for information?

The IRS stipulates that the plan sponsor (employer) ensure that HRA, FSA, DCAP and Transit/Parking plans are properly substantiated. In other words, purchases made with the Choice Strategies Card must be proven to be eligible under the plan.

Choice Strategies substantiates debit card purchases via the following methods:

Co-Pay Matching

The Choice Strategies Card can be set to match the co-pay(s) of the underlying plan design. Receipt requests are not generated for transactions in which an exact co-pay amount has been matched because the expense has been deemed substantiated.

Medical Claim Data Feeds

Choice Strategies has partnered with several health plans across the country and

receives regularly scheduled data feeds of medical claim data for all of our members enrolled in those health plans. Essentially, the data feed provides Choice Strategies with all of the information found on our members’ Explanation of Benefits (EOB) Statements. More information about medical claim data feeds can be found under the Data-Feed FAQs.

IIAS (Inventory Information Approval System)

Under IIAS, an inventory control system, merchants such as grocery stores, discount stores, pharmacies, department stores, etc. must be able to differentiate between eligible and ineligible items at the point of purchase. Simply put, the Choice Strategies Card only works for eligible prescriptions and over-the-counter purchases at participating retailers. Ineligible purchases will be denied at the cash register. This system eliminates much of the need to request receipts for pharmacy purchases. A list of all IIAS merchants can be found under the “Preferred Pharmacies” button on the “Members” page of our website,

Substantiation Service

Choice Strategies offers a voluntary substantiation service that helps limit the number of receipt requests sent to employees for medical transactions on their Choice Strategies Card. Through this voluntary service, employees grant Choice Strategies access to review their health insurance accounts online. Choice Strategies views the EOBs necessary to substantiate the medical services paid for with the card. A receipt request for these transactions is not generated if the information from the health plan matches the transaction and if the services are eligible under the plan.

Receipt Notification Process

Transactions that cannot be substantiated by any of the above methods generate a receipt request which is sent to the employee. Employees are requested to provide the necessary documentation (generally EOBs or provider statements) for substantiation. Approximately two-thirds of all card transactions will generate a receipt request.

Category: Bank

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