Smart-Choice Mobile 4+

My employer switched over to this company for managing my childcare reimbursement account. It was supposed to be an upgrade, but it’s not. Previously I had been using the Reimburse Me app. On it I could create several claims at once with the option to “Validate Later”. That way I could quickly pull them up at my child’s daycare to get E-Signatures and submit. This app on top of being slower and less user friendly gives the option to create a claim and validate later, but only lets you submit a receipt. If you want to do the E-Sig, you have to do it at the time you create the claim. I don’t have time to create claims while I’m at my child’s daycare. Also, the app does not save info you type in fields for later so I have to type in the name of the daycare every time. This app needs to add the E-Signature option to claims that are validated later and implement typing history for entry fields on claims.

From the start, this app and the company behind it have been extremely frustrating to work with.
Firstly, the app itself along with the web portal tend to have endless technical issues that prevent users from even being able to log in. If you are are lucky enough to be able to login, the user interface is the furthest thing from intuitive and the customer support personnel even struggle to help find the correct areas to assist with uploading receipts for the very few purchase that are allowed to be made on the card.
I was finally able to make a purchase for contact lenses from 1-800-CONTACTS and my card was shut down shortly afterwards for failing to upload a receipt in a timely manner. The area of the app where you’re supposed to upload receipts for purchases is hidden away in an area that even the Alight rep had to get help directing me to. Once it was finally found, I uploaded a copy and waited minutes for it to load, come to find out days later, that the upload process failed and never actually completed. It takes 5 business days for them to review and approve documents once received and I had to start over hoping it might just be easier to use their website portal instead of the app. Well, I was informed the website was down and wouldn’t be able to log in there either until they had the issue sorted out. Long story short, I’m unable to use my own funds to make purchases because their system is fraught with technical problems.

The IRS may want proof that expenses are utilized for qualifying medical items, but, the services rendered by the company demanding this “proof/receipts” should be responsible for the gathering of this documentation. Here’s where being an ill patient and a gofer differs greatly. Most people use the same doctor(s) dentist etc, for years. Doctors, dentist etc have what’s called residency and a practice located at specific locations for years if not decades. They are not a band of roving trucks or ambulances parked under shade trees with no real hone base. Because of this anchoring base it should be easy to cross check out of a historic record that the doctor(s), practice location have not changed from the previous submission of receipts. Yet this company and this app have zero interest or motivation to change, develop or grow with modern communication and records keeping, For years I have expressed this same opinion as fellow coworkers have. Zero response, zero change, zero cooperation, zero improvement, zero customer service to we the patient, we the ill, we the recovering. Why is this? You ask for input, yet talking to oneself or a wall is as effective. Regards