California E&S Insurance

FSA claims repeatedly denied Location: Illinois Hello, asking for support and resources around a complicated/specific issue. I have an FSA through work, however my claims keep getting denied. They are valid claims - confirmed by the IRS website, and they do eventually go through, but only after getting HR and customer service involved and months worth of back and forth. They have been beyond difficult to deal with and now HR is refusing to help me anymore, my therapist is also saying he cannot be of anymore assistance unless the FSA tells me what the problem is and what they need, but they refuse to tell me. They simply say the invoice needs to list the service provided, but it does. I have provided them copies of my superbills/EOBs, the therapists license number, screenshots of the therapists website, paragraphs worth of information detailing how to read an invoice and it keeps getting denied. When I talked with customer service they first tried to say that it was not a valid claim, and that therapy wasn’t covered. They walked back on that when I showed them the IRS website confirming it is an allowed expense. Then they tried to say it could be for any type of therapy, including massage therapy or retail therapy (shopping), massage therapy is actually an allowable expense per the IRS website, but again, I had an EOB showing my insurance covered the services so it was very obviously not for a shopping trip. I asked to escalate it and they refused and said I could not talk to anyone else and they could not provide me any additional infomation. I confirmed with HR before adding more money into my fsa this year that if this was a problem again they would deal with it and they said they would, but now that it’s actually happening they are walking back on that statement. So, what can I do? What are my rights? Not sure if this would be tax or employment law or something else. I feel like I’m losing my mind and just having an idea of next steps and levers I can pull would be incredibly helpful. HR keeps acting like this isn’t a problem or their responsibility and it’s just adding fuel to the fire that I feel like I’m going crazy.

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  "title": "FSA claims repeatedly denied",
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