Health savings accounts (HSA) and flexible spending accounts (FSA) are programs that allow you to set aside pre-tax dollars for eligible healthcare expenses. If you’re unsure whether or not you have an HSA or FSA account, please check with your employer or insurance company.

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.

Yes. If you prefer to use your regular credit card, Truemed will send you instructions on how to submit for reimbursement from your HSA//FSA administrator. 

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:

1. Log into their Truemed dashboard to check the status.
2. Check their spam or junk folder for emails from Truemed.
3. 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.

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."

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.

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