Quick Answer: If your admin rejected your LMN, don't give up. Find out the specific reason, contact us, and we'll help fix the issue — whether that means providing additional documentation, reformatting the LMN, or escalating with your admin.
First: Find Out WHY
The most important step is getting the specific reason for the rejection. "Not accepted" isn't helpful. Ask your admin:
Was it the format of the LMN?
Was it the format or content of the LMN?
Was it the product category?
Was it missing specific information?
Is it their policy to not accept certain types of LMNs?
Once you know the reason, we can usually fix it.
Common Rejection Reasons and Solutions
"The LMN doesn't meet our requirements"
Who does this: Some admins have specific formatting or content requirements for LMNs.
Solution: Contact us with the exact message your admin gave. Our in-house claims team can review the issue and provide updated documentation — typically within 24 hours.
"The LMN doesn't list eligible products"
Who does this: P&A Group, some Navia plans.
Background: Some admins have a narrow definition of what constitutes an "eligible product" and may reject claims for products they don't have in their system.
Solution: Contact us. We can provide supplemental documentation that references IRS Publication 502 and the specific eligibility basis for your product. This often resolves the issue on resubmission.
"We don't accept this type of LMN"
Who does this: Varies. Some admins have specific requirements for LMN format or content.
Solution: Contact us and share the exact message you received. Our in-house claims team can review the issue and provide updated documentation that meets your admin's requirements.
"The LMN doesn't include enough detail"
Who does this: Inspira, FSAFEDS, and other detail-oriented admins.
Solution: Contact us for a more detailed version of your documentation. We can include additional medical justification, ICD-10 codes, and treatment plan specifics.
"The expense isn't an eligible medical expense"
Who does this: Any admin may say this for wellness products they're unfamiliar with.
Solution: This is often an education issue. The IRS does allow these expenses with proper documentation. We can provide supporting references to IRS Publication 502, the IRS FAQ on Nutrition/Wellness, and other authoritative sources.
How to Escalate
Step 1: Resubmit with Additional Documentation
After contacting us, resubmit your claim with: - Your original or updated LMN - Your itemized receipt - Any supplemental documentation we provide - A brief cover note explaining the eligibility basis
Step 2: Request a Formal Review
If the resubmission is denied, ask your admin for their formal appeal or informal review process. Most admins have one, even if it's not prominently advertised.
Step 3: Involve Your Employer
Your employer (specifically HR or benefits administration) often has a different and more direct contact at the HSA/FSA admin. They may be able to escalate your case more effectively than you can through general customer service.
Step 4: Contact Crates Support
We'll work with you through the entire process. We've seen most denial scenarios before and can help craft the right approach for your specific admin.
Administrator-Specific Guidance
For detailed guidance on submitting claims to your specific admin, see our admin guides:
We're On Your Side
Dealing with a rejected LMN is frustrating, especially when you've done everything right. We've got your back. Our in-house claims team has experience navigating the requirements of dozens of different admins, and we'll work with you until it's resolved.
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Still Need Help?
If your LMN was rejected, chat with us or email [email protected] now. We'll help you figure out the next step.