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I don’t See My Claims

If you are not seeing claims or EOBs that you expect to see, there may be several reasons. First, make sure you have checked the claims section of the app. Navigate to the hamburger icon in the bottom navigation bar and select “Medical History.” Here you should find records of your claims or explanation of benefits for medical and pharmacy.
I have no Medical History SectionIf you do not see the Medical History section, claims may not be available in your app based on your company configuration.

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Reason 1: Normal delays

It can take a week or two for claims to appear in your app. When your provider submits a claim to your healthcare administrator, they process that claim. That claim may get denied, edited, resubmitted, or approved. That process may delay the display of claims in your app.

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Reason 2: Unpaid claims

Currently, Empara only shows paid claims, which means your health plan or benefits sponsor has approved the claim. This way, we can show you the plan portion and the portion you are responsible for. We do not display unpaid or in-process claims.

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Reason 3: Administrative errors

It is possible that there was an error in the claims feed. If you have already received an explanation of benefits in the mail, and that claim is not showing in your app, there could be an issue. In that case, please reach out to your healthcare administrator, or you can submit a ticket to our support team at support.empara.io. Be sure to include the date of service for the claim(s) you are inquiring about.

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I don’t see my dependents

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Dependent errors in eligibility records

In some cases, information transmitted from benefit enrollment platforms can create errors in eligibility records, including missing dependents or dependents classified as primary subscribers. If you have children under 18 listed as dependents on your health plan and do not see them in the app, please reach out to your HR team or benefits sponsor to ensure they are properly classified in the enrollment or eligibility records.

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If they are over 18, they can register for their own account

Child dependents or spouses over the age of 18 must create their own account in Empara. Spouse and dependent information will still be listed in your app but you will not be able to see sensitive information like claims or accumulators.