Quick Answer: Optum is one of Crates' supported HSA/FSA admins, which means you can submit reimbursements from Letters and reimbursements: Add a receipt, then Continue reimbursement. Alternatively, you can submit through your Optum account. Processing typically takes 3-5 business days.
About Optum
Optum (and Optum Bank) is one of the largest HSA/FSA admins. Note: There's sometimes confusion between "Optum Financial" and "Optum Bank" — they're related but may have different portals. Check your debit card to see which one you have.
Option 1: Reimburse Through Crates (Recommended)
Optum is one of Crates' 8 supported admins, so you can submit reimbursements from Letters and reimbursements:
Log in and open Letters and reimbursements
Switch to Receipts and reimbursements (on a phone, Receipts)
Add a receipt for the product. Files can be JPEG, PNG, GIF, or PDF, up to 4 MB each
When you are ready, the receipt shows Continue reimbursement
The first request asks only for missing administrator details, then saves them on Profile under Reimbursement details. One of those details is Account establishment date: the date your HSA or FSA account was established. If you are not sure of it, your administrator can tell you. Later requests reuse them. You still draw a signature each time.
Every request asks Amount you are claiming and Date of purchase. A range form asks Service starts and Service ends.
Crates fills and sends the claim to Optum when the account type matches. The administrator decides the payout and timing. Administrators do not share payout updates with Crates.
Our in-house claims team reviews and finalizes the submission to Optum.
Option 2: Submit Directly Through Optum
Log into your Optum account at optumbank.com or through the Optum mobile app
Navigate to claims or reimbursement
Select "Submit a Claim" or "Request Reimbursement"
Enter the purchase details (amount, date, description)
Upload your itemized receipt
Upload your Letter of Medical Necessity from Crates
Submit and save your confirmation number
Processing time: Typically 3-5 business days.
For HSA Accounts
You can also simply transfer funds from your Optum HSA to your checking account as self-reimbursement. Just keep your itemized receipt and LMN on file — the IRS can audit you up to 10 years after a transaction.
For FSA Accounts
FSA claims through Optum require substantiation — meaning they WILL review your documentation before releasing funds. Make sure to include both your itemized receipt and LMN.
Optum Tips
Know your portal — "Optum Financial" and "Optum Bank" may route you to different websites. Your card should specify which one.
Use the mobile app — Often easier than the website for submitting claims
Be patient with customer service — Optum has a reputation for complex phone tree routing. If you're being sent to the wrong department, mention your card type.
Save confirmation numbers — If a claim goes missing, you'll need this reference
Known Optum Quirks
Optum Financial vs. Optum Bank confusion — These are technically different entities even though they're under the same umbrella. Your card may say one but your account may be managed by the other.
Phone support routing — Calling for help can result in being transferred between departments. Be specific about whether you have an HSA or FSA.
Website issues — Some users report intermittent website problems. The mobile app is often more reliable.
Common Questions
The website says my claim was processed but I haven't received the money? ACH transfers typically take 1-3 business days after the claim is approved. Check your bank account a few days after the approval date.
Can I use my Optum card at the gym? Most likely not - gyms aren't coded as medical merchants. Pay with a personal card and reimburse.
I see both "Optum Financial" and "Optum Bank" - which one? Check your debit card. If it says "Optum Financial," go to optumfinancial.com. If it says "Optum Bank," go to optumbank.com.
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