Last edited: September 24, 2025
đź“Ś This article outlines business rules and steps regarding the Healthcare Reimbursement process in the US.
Important Information
This feature is designed to provide the CX team with guidance on assisting users with inquiries and complaints related to U.S. Healthcare Reimbursement.
To drive growth in the U.S., this feature allows users to download their check-in and billing history for reimbursement. This payment convenience is designed to attract more paid users.
Eligibility: This feature is available ONLY for Account Holders. It is NOT available for Family Members, Former Employee Subscribers (FES), and Non-Employee Subscribers (NES).
Insurance Eligibility & Frequency: Users must check directly with their health insurance plans to confirm if they are eligible for reimbursement and to check the required frequency (monthly, quarterly, or semi-annually).
Reimbursement Limits: If the user is eligible, reimbursement will be limited to the amount the user currently pays for their Wellhub plan.
Tracked Activities: Only activities tracked directly by the Wellhub app are considered for reimbursement. Activities done through third-party or partner apps are NOT considered and will not appear on the statement.
Self-Service Only: The CX team CANNOT issue the statement document to the user. The process is 100% self-service via the app.
Data Range & Link Expiration: Only data from the last 12 months will be available for download (starting from the request date). For security reasons, the download link expires in 7 days.
📢 Table of Contents
- How to request the Activity and Billing Statement in-app
- User complains that the statement email has not arrived
- Appendix: Macros content
đź“Ť How to request the Activity and Billing Statement in-app
If the user contacts us with questions on how to request their statement, guide them through the steps below:
- Open the Wellhub app and click on “Profile”;
- Click on the gear icon (Settings) and then select “Account”;
- On the “Subscription” section, select “Activity and billing statement”;
- If it is your first request, click on “Continue”. If it is not your first request, click on “Submit request”;
- Select the period that you want to download (remember that only data from the last 12 months will be available). Then, click on “Submit request”. A confirmation request email will be sent;
- You will receive the statement in your registered login email within a maximum of 24 hours after the request;
- Once it is ready, another email will be sent. Open it and click on “View statement”;
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It will redirect you to the Wellhub app, then click on “Download” to access the document.
đź“Ś Categorization: Payments and Billing::Proof of payment request
⚡ Macro: US USER::Payments & Billing::Proof of payment::How to Request Statement
🕵🏻‍♂️ User complains that the statement email has not arrived
If users contact us reporting that they requested the statement via the app but have not received the download email, follow the steps below:
- Ask the user to check the spam and trash/junk folders of their registered email address with Wellhub;
- If the email is found: Guide the user to click on it and continue with the process as usual. Submit the ticket as “Solved”.
đź“Ś Categorization: Payments and Billing::Proof of payment request
⚡ Macro: US USER::Payments & Billing::Proof of payment::Statement: Email Not Received
- If the email is NOT found: Inform the user that we regret this experience and ask them to repeat the request process again in the app.
đź“Ś Categorization: Payments and Billing::Proof of payment request
⚡ Macro: US USER::Payments & Billing::Proof of payment::Statement: Email Not Received
Process reviews
- V1 (Sep 24, 2025): CreationÂ