Common Customer Questions
These are the questions your customer support team will hear most often from customers using Truemed. Each answer is written so your team can adapt it into their own response. When in doubt, direct the customer to support@truemed.com.
”How much will I save with Truemed?”
Customers using HSA/FSA funds save their income tax rate because they’re paying with pre-tax dollars. Qualified customers save an average of 30%.* This is not a discount on your product. The customer pays full price, and the savings come from the tax advantage of their HSA/FSA account.
Your team should avoid quoting a specific dollar amount, since the actual savings depend on the customer’s individual tax rate.
”I don’t see the Truemed option at checkout”
This is one of the most common issues. There are a few likely causes:
- The customer is signed into Shop Pay. They need to log out and check out as a guest.
- The specific product hasn’t been set up in Truemed’s system yet.
- The product isn’t eligible for HSA/FSA coverage.
- The customer is shopping on a third-party site (Amazon, Best Buy, etc.) instead of your direct site. Truemed only works on your own website.
If the customer is checking out as a guest on your site and the product should be eligible, direct them to support@truemed.com with the product name.
”Where is my Letter of Medical Necessity?”
After completing the clinical intake form, customers receive their LMN via their Truemed dashboard at truemed.com. Most LMNs are issued within a few hours, though it can take up to 1-2 business days.
If a customer hasn’t received their LMN, suggest they:
- Log into their Truemed dashboard to check the status.
- Check their spam or junk folder for emails from Truemed.
- Make sure they completed the full clinical intake form (it may have timed out or been left incomplete).
If none of that resolves it, direct them to support@truemed.com.
”Why wasn’t I approved?”
Not every customer qualifies. Eligibility depends on individual health circumstances and a clinician’s assessment. Your team should not try to explain why a specific customer was or wasn’t approved, since that involves confidential health information your team doesn’t have access to.
The appropriate response is: “Eligibility is determined by an independent clinician based on the health information you provided. For questions about your qualification outcome, please contact support@truemed.com."
"My HSA/FSA card was declined”
Card declines are usually an issue with the customer’s card or account, not with Truemed. Common causes include insufficient balance, an inactive or expired card, daily spending limits, or the card issuer not recognizing the merchant.
Your team can suggest the customer:
- Check their HSA/FSA account balance.
- Confirm their card is activated and not expired.
- Contact their card issuer to ask about the decline reason.
- Pay with a regular card instead, then submit for reimbursement using their LMN and receipt.
If the issue persists, direct them to support@truemed.com.
”Can I use my HSA/FSA on a subscription?”
Yes, but subscriptions follow the reimbursement flow. The customer pays for the subscription with a regular card, completes the qualification survey, and then submits their LMN and receipt to their HSA/FSA administrator for reimbursement. The same LMN covers recurring charges for up to 12 months.
”Why is only part of my order eligible?”
Some products are only partially eligible. This happens when a product includes features beyond what’s considered medically necessary (for example, a mattress with premium cooling technology). Truemed calculates the eligible portion using a comparable item approach, and the customer’s LMN and receipt will show the breakdown.
The customer pays full price and can submit the eligible portion for HSA/FSA reimbursement. If they have questions about the specific amounts, direct them to support@truemed.com.
”Can I split my payment between my HSA/FSA card and a regular card?”
Yes. Truemed’s Split Pay feature lets customers divide a single order across their HSA/FSA card and a regular credit or debit card. This is useful when a customer’s HSA/FSA balance doesn’t cover the full order, or when the order includes a mix of eligible and ineligible items. Split Pay is available for one-time purchases only, not subscriptions.
”How do I get reimbursed?”
If a customer paid with a regular card (not their HSA/FSA card), they can submit their LMN and purchase receipt to their HSA/FSA administrator for reimbursement. The process varies by administrator, but generally involves logging into the administrator’s portal, navigating to the claims section, and uploading both documents.
Your team does not need to walk customers through administrator-specific steps. If they need help with the reimbursement process, direct them to support@truemed.com.
”I don’t have an HSA/FSA account”
Truemed is only available to customers with an HSA or FSA account. If a customer doesn’t have one, they can check with their employer’s HR or benefits department about enrollment options, typically during open enrollment. Truemed cannot help customers open or fund an HSA/FSA account.
Need help?
If your team encounters a question not covered here, direct the customer to support@truemed.com or reach out to your Truemed CSM.
Truemed is for qualified customers. HSA/FSA tax savings vary. Learn more at truemed.com/disclosures.
