How Truemed Works (Team Overview)
How Truemed Works (Team Overview)
This is a quick orientation for anyone on your team who will interact with customers using Truemed. It covers what Truemed is, how customers save, and the two ways customers pay with HSA/FSA funds.
What Truemed is
Truemed is a payment platform that enables qualified customers to use their HSA (Health Savings Account) or FSA (Flexible Spending Account) funds on eligible health and wellness products. Truemed partners with a network of independent, licensed clinicians who review customer health information and issue a Letter of Medical Necessity (LMN) when a purchase qualifies.
Your role as a merchant partner is to sell your products as you normally would. Truemed handles the qualification process, clinical review, and HSA/FSA payment infrastructure.
How customers save
HSA and FSA accounts hold pre-tax dollars. When customers pay with these funds, they effectively save their income tax rate on the purchase. Qualified customers save an average of 30%* compared to paying with after-tax income.
This is not a discount on your product’s price. The customer pays full price. The savings come from using money that was never taxed.
What is an LMN
A Letter of Medical Necessity (LMN) is a document issued by an independent, licensed clinician confirming that a purchase is medically necessary for a diagnosed health condition. The IRS requires this documentation for HSA/FSA funds to be used on health and wellness products.
Key things your team should know about LMNs:
- Truemed’s clinician network handles all LMN issuance. Your team does not need to evaluate eligibility or issue any documentation.
- Each LMN is valid for 12 months from the date of issue.
- Not every customer will qualify. Eligibility depends on individual health circumstances and the clinician’s assessment.
Two ways customers use Truemed
Depending on how your store is integrated, customers will experience one of two flows.
At-checkout (Orders)
The customer selects Truemed as a payment option during checkout, completes a clinical intake form, and pays with their HSA/FSA card. Documentation is generated automatically. This is the flow for merchants using Shopify or OTP (one-time payment) integrations.
Post-purchase (Reimbursements)
The customer pays with a regular credit or debit card, then receives a link to complete a clinical intake form after purchase. If they qualify, Truemed issues an LMN and receipt. The customer then submits those documents to their HSA/FSA administrator for reimbursement. This is the flow for merchants using Merchant Quals or D2C Quals integrations.
Your CSM can confirm which integration type your store uses. Understanding which flow applies to your store will help your team anticipate the types of questions customers will ask.
What your team does not need to do
- You do not evaluate medical eligibility or issue LMNs.
- You do not process HSA/FSA reimbursements on behalf of customers.
- You do not need to understand the clinical intake form in detail.
- You do not need to know HSA/FSA contribution limits or account rules.
Your job is to sell great products and support your customers through the normal purchase experience. When Truemed-specific questions come up, the articles in this section will help your team respond confidently or route to the right place.
Need help?
Contact your Truemed CSM or reach out to merchants@truemed.com.
Truemed is for qualified customers. HSA/FSA tax savings vary. Learn more at truemed.com/disclosures.
