Question

John Doe has an FSA with FURTHER. He requested reimbursement in the amount of $100.00 for a prescription he recently purchased. FURTHER incorrectly denied the claim as an ineligible expense. John called FURTHER irate that we denied his claim. The Service Representative who received John’s phone call explained that the claims examiner reviewed the wrong eligibility list and denied the expense in error. She apologized to the member and offered to reprocess his claim as a priority.

1. Please write an apology letter to John Doe explaining the action that was taken on his account.

Answer 1

Dear John Doe,

First of all, please accept an  apology for disallowing your expense  for wrong reasons. Our claim examiner has discovered that  your claims were disallowed for wrong reasons and our team have taken steps to correct the error and  gone through your reimbursement bills again and we assure you to reimburse your bill as soon as possible.

Also, we assure you that from next time same thing should not happen again with anyone. However, if you still have any concern about the issue then we are happy to help you .

Mr X

Board of Director

FURTHER