Frequently Asked Questions
General
Simplee helps with medical bills by tracking medical expenses, detailing claim information, and explaining your
health plan benefits. Simplee is easy to use and only takes a few minutes to set up. We pull all the information
from your health insurance accounts for you, so there’s no need type it in yourself (but there’s a way to manually add
claims and premium information if you wish).
Simplee needs the username and password of accounts you wish to link so that we can help you manage and oversee
your accounts. This information enables us to establish a secure connection with your accounts.
Simplee has several investors and business partnerships as sources of revenue, so our focus is on providing the best user experience possible.
Yes! Simplee is your digital archive. All medical bills are submitted by your providers to the insurance company
before you are asked to submit a payment. Therefore, you should be able to locate and review your bills through Simplee.
Simplee uses your credentials to retrieve all your expense information from your insurance site. We don't change
anything in your insurance records. Simplee doesn't share information back with your insurance company.
Yes. You will receive an email notifying you about new claims as soon as your insurance company makes them available.
Simplee checks for new claims on a daily basis. If you receive a bill from a provider, you can log in to Simplee and search
under the "Visits" tab to find and review the bill..
We take the sensitivity of your health information very seriously. You can trust Simplee to protect your personal information
with the highest security standards. Here's how we do it:
- We are HIPAA compliant
- All information is encrypted
- We host our servers in one of the most secure hosting facilities in the United States
- We will never share your information
- We don't allow any change to your insurance record
Simplee looks at several things when a new claim comes in. Based on your plan benefits and what the insurer determines it will pay,
we alert you if we either think we’ve spotted an error or we have a tip on how you can save money. This could involve a service with an
out-of-network provider, benefit limits, duplicate charges, eligibility, or other situations where your plan denies your claim or does not fully pay.
Simplee does its best but cannot catch everything. But for some errors, we do not have all the information. For example, an error
might occur when the wrong billing code is provided by the physician, so we’d have to know exactly what happened in the doctor’s office to
detect the mistake. For other types of errors, we compare your plan benefits and how your insurer handled the bill, so we can tell when
something looks off.
You should review the claim to see if it looks right and call your plan if there is a problem. Each Simplee alert will give you
instructions on what to look for when you review the claim, when to call your provider, or how to avoid the issue in the future.
An alert does not necessarily mean there is an error, since you may have intentionally decided to go out of your network or get a service
you knew wouldn’t be covered. So our system is designed to call your attention to times when your plan didn’t pay fully, in order to prompt
your review.
You should never ignore medical bills that are due, even if they are incorrect. This can lead to late fees or even damage to your credit record.
If there is a problem with your bill, call your plan and provider to resolve the issue or negotiate a discount.
Managing Your Simplee Account
To update your Simplee username (email address) and password, go to the "Your Account" page. Click on the
"Account Settings" tab, and click the edit button.
When you delete your entire Simplee account, your email, personal information, and any data from accounts you linked will be removed from our system. If you decide to join Simplee again, you’ll be starting from scratch.
To delete your Simplee account, email us at support@simplee.com. We will delete your account within 24 hours.
LINK HEALTH INSURANCE, HSA, FSA, OR HRA ACCOUNTS
As part of the registration process you will be guided through a process that will allow you to add all your health plans.
You will always be able to add more accounts by clicking on the "Link More Plans" button in the right-hand sidebar of the Dashboard.
If you don't remember your insurance site credentials, try this:
- Go to insurance company site
- Search for a "Forgot your password" link and click it
- Follow site instructions
Some insurance companies require additional security to log in, so this message means there is some type of action you must perform
directly within your account before Simplee can access your account on your behalf. For example, it's possible that when you log in to a certain site,
the provider may have placed a blocking advertisement page, which you must click to approve before you can continue onto the site.
Another example might be when your provider asks you to update your personal information upon log in. If none of these options work for you,
please contact us via email, support@simplee.com.
Simplee supports medical, dental, vision, and pharmacy accounts as well as health spending accounts (HSAs, HRAs, FSAs).
Simplee shows the balance immediately available for bill payments. In most cases where your
Simplee balance differs from your HSA administrator, you've allocated some HSA funds into an investment account.
The funds in an investment account are not immediately available for distributions.
Simplee refreshes all accounts one time daily. To manually refresh an account simply go to the Dashboard page and clink on the "Refresh now"
link under the account name in the right-hand sidebar.
- Go to the "Your Account" page.
- Click on "Edit login information" next to the account you wish to update.
- Enter the new information and click the "Update Account" button.
- A confirmation message will be presented to you upon completion.
To delete an account, go to the "Your Account" page and click on the "Remove This Plan" link next to the account you wish to delete.
- Click the "Link More Plans" button that appears on your account page
- Search for your new insurance company or choose from the list of common insurance companies and connect
- Leave the existing account listed so that you will have the historical usage data; deleting the account will delete this data
Troubleshooting
If you think there might be a mistake on your bill's calculation, you should contact your insurance company or provider, depending on the error.
You can find contact information for your insurance company or provider on the right-hand sidebar on the claim details page. For further assistance,
you can always contact Simplee by emailing us at support@simplee.com
Payments
You can now pay all your medical bills using Simplee. This service is completely free. Here's what you do:
- Click on the claim you'd like to pay to go to the claim detail page
- Review the details of the visit to make sure it looks accurate
- Click on the "Make Payment" button
- Follow the guide to complete the process
In most cases it should. Every time you see your doctor or receive any other health service, the provider will send a claim to your insurance.
As soon as this claim shows up on your insurance account, Simplee will be able to retrieve it.
There are a couple reasons why your bills may not match Simplee:
- Your provider has combined your current amount due with previous balances from unpaid bills. In this case, you may need to match bills to several different claims.
- Your provider has broken out a service into more than one separate bill. In this case, you may need to match several bills to one EoB (Explanation of Benefits) from your insurer.
Simplee will send a check to your provider within 48 hours from your payment completion. It will then take the
provider between one to two weeks to get the check and post it to their account. If you get another bill from your
provider within this period, please contact your provider before sending another payment. You'll be able to find
all your payment details under Payment History on your Simplee account.
No. This is just one more option now available for you. If you still want to pay your bill as you used to do feel free to do so.
We would recommend that you mark this claim on Simplee as "Paid" (which can be done on the claim page) so you have an accurate
view of your open accounts.
If you already paid this bill through some other method than Simplee's payment system you can manually mark the bill as paid.
Simplee supports credit, debit or HSA cards from Visa, MasterCard, Discover and American Express.
Please contact our Payments Support Team at payments@simplee.com. We will look at your problem immediately and help you out.
There might be different reasons why you can't pay a certain bill:
- Your portion of the payment might have been already paid by your health spending fund (HSA/HRA/FSA)
- Payments are limited to $2,500 per claim
- We do not support payments to pharmacies
There are two cases where we automatically mark claims as paid:
- Pharmacy Claims: At almost all pharmacies you are required to pay at the time of the visit
- Old Claims: In order to save you the work of tagging older claims pulled in through your insurance we mark them as "Marked As Paid". If that status is incorrect you can click on the claim, un-check the status and make a payment
Currently, the maximum allowable amount for a single payment is $2,500. If you have a bill larger than $2,500 you will need to
pay it using the same methods you used in the past.
Some insurance companies automatically deduct from your health fund the amount you are responsible to pay. There are cases,
though, where the amount you are responsible for paying is greater than the remaining dollars in your funds. In such cases your
insurance company will pay a portion of the claim with your fund. You will need to pay the remainder of the bill.
I got a bill from my provider that includes charges for multiple claims. Can I pay them all at once?
Simplee's payment solution doesn't allow aggregation of multiple claims into one payment. If you got a bill from your provider
that includes multiple claims you should look for each one of these claims in your Simplee account and pay each one separately.
Some providers require that a patient pay some portion of their bill at the time of service. Since Simplee cannot track these
payments we give you the option of adjusting the amount due.
This can happen for multiple reasons::
- You already paid some of the amount at the time the service was performed. In this case, adjust the amount and pay the real amount you see on the provider's bill.
- Your bill includes multiple claims. In this case, please locate each different claim on Simplee and pay them one by one.
- Your account includes previous balances not shown on Simplee. To pay these previous balances, you will need to contact your provider directly.
To pay previous balances, you will need to contact your provider directly. You will not be able to pay this part of the bill on Simplee.
Most providers charge for the co-pay at time of visit, so to avoid double payments we assume this amount has been paid.
If this is not the case you can adjust the amount to 0 and pay the full amount of the claim.
We pull in your provider's billing address where we can, but in some cases this information isn't available.
In such cases we will ask you to enter the provider's billing address, which can usually be found on the bill.
We will ask you for the information only once, in all future payments to the same provider we will fill in this info for you.
This information should be found on the bill you got from your provider. If you can't find it there, contact your provider.
This information should be found on the bill you got from your provider. If you can't find it there, contact your provider.
Yes, just mark that you want to keep the card you are using in our files.
Yes. You might be asked by your administrator to provide proof of payment in order to get these amounts qualified as medical expenses.
If you need a receipt, you can print the confirmation page after your payment process is complete.
For receipts of historical payments you may print the confirmation page from your payment history.