Smart-Choice Mobile

App is easy to navigate and the information is presented in a clear way. Some fonts could be bigger. App response is sometimes slow especially when accessing notifications. Details on my investment elections are not included in the app. Not including this information requires me to go to multiple places (app and website), which is inefficient.

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

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.

Receipts never load properly and there is a discrepancy between paid approved and action required. I literally have a payment that came out and it was paid but says ineligible purchase yet approved and then the next month same provider same payment and its not paid but says action required needed and it needs a receipt. The app also freezes or closes out. The receipts are not loadable on paid items therefore i dont know how if it was paid yet ineligible how you could possibly make it eligible. Also those same payments were made before exact same amount and merchant and have been approved. so it cant be ineligible. probably spent too much money on the look and not the back of office and upkeep. Calling in is not any better because they cant see anything and have no assistance for the rhyme and reasoning. Silly!!

The app is ok but antiquated. The signup process is very laborious and still asks for things like my Grandma’s name as a security question (security questions were found insecure and dumped years ago). Then I had to Enter my 16 digit debit card number by hand (though the rest of the world allows you to scan that in via the camera on your phone). It didn’t remember me the next time I opened the app by default on my own phone (this isn’t a shared PC in the library). Then the thing keeps pushing me to allow it to track my location. Huh?? Supposedly this will allow them to recommend ‘savings’. This app is supposed to reimburse my medical expenses - which I do in my own home. How will that spying help me? What’s next - they want to listen to my calls. Tons of room to modernize this app and improve the user experience.

After years of having same HSA account my employer switched to Alight. It’s like we went back to dark ages! App is not user friendly and is constantly locking up so you cannot see what you are trying to submit and then you loose all your info. HSA cards a month delay in shipping so I submit claim to reimburse myself. Claim says processed and paid and my bank acct was confirmed. Called multiple times as my bank shoes no deposit yet App and website show withdrawal. CS says idk looks ok? I ask to speak to manager. They ask foe my contact info and someone will call me in a few days!!! What? Where is the assistance? You cannot even submit help email contact or call back. And be prepared if you call you have to answer 5 min worth of validation questions and menus to go thru. I hope our HR Dept requests feedback for this new vendor as this is the worst! Running balance in your account isn’t even real time.

The entire Smart Choice program was the easiest I have ever used in all the years I’ve had a healthcare reimbursement account. My claims were paid sometimes within less than 24 hours. They accepted all the pictures of all the receipts I ever sent in. When I called my questions were all answered politely and efficiently. My company did not renew their contract with Smart-Choice and truthfully, I’m going to miss how easy this whole process was. The app was just great! Easy and precise. I have no complaints. I really don’t think there are any other companies that do healthcare reimbursement as well as Smart Choice.

When submitting receipts, you can only submit one picture at a time of multiple pages. Then you have to restart the whole process over to submit more photos. Once you submit more than two, you can only see two receipts on the app even though you have more than 3 in there let’s say. The only way to really see if each of these receipts were actually submitted correctly is by having to find a computer based web browser and getting to your Health Spending account. Another way is if you have all the pictures put into a pdf file, you could then send all of them as one file, but not everyone knows how to do that from their phone. Hope you can fix that in the app.

The new transition was not without challenges but I have received help from the many agents I spoke with. The frustrating thing was I would be told something different each time I called but finally I think everything is in place. I have had several claim submissions & it is a very easy process. The APP & website are easy to navigate which is a plus for a 77 yr old! Thank you for transitioning to an updated system where claims can be submitted as they occur. I am so grateful, the love of my life, my deceased husband, provided me with this life-saving benefit from Raytheon! Marilyn Shook

I tried to login today to submit a receipt and it said my password was incorrect. I followed the steps to reset the password, including answering all the (proven insecure) security questions correctly but the app refused to accept the new password. After trying a couple of times, I called the customer service number provided. The CS rep basically tried to gaslight me and wanted me to believe someone else had my user name and the exact same answers to all the security questions?! They suggested I open an entirely new account. Knowing that would likely cause even more issues, I went to the website instead, logged in with zero hassle and was able to submit the receipt there. Skip the headache and avoid using the app at all costs. Faxing would be easier, and I’d have to drive to Staples to do that.

Love the idea. User interface isn’t smooth. Lots of delay when navigating between pages. Confusing manner to show which items are deposits and which are debits. Items show as posted but it takes more than a month for my doctor’s office to get the check. By then they have issued a second bill showing a late payment! When I call the office to check on it, they tell me it has cleared. So I end up with multiple copies of the same bill, an HSA app that shows the check was sent but no way for me to know that the bill was paid unless I call and verify with the office. It’s confusing, time consuming, frustrating. This app has potential but needs a lot of love and attention to make it worthwhile.

This app is important for keeping track of your healthcare fsa reciepts and reimbursements. You use your card at a doctors office, get a message IMMEDIATELY that the transaction has gone through. WHY can’t you submit the receipt right then??? This system makes you wait a random amount of time, then asks for the receipts. By then, those little tiny slips of paper have been lost, misplaced, you have to dig around for them in a file or drawer. It’s ridiculous. Need to upload receipts right away. Then they can be applied to the expenses at a later time. It’s a system that sets you up to fail. And months later, when your claims are denied and you are looking through old EOBs for specific charges, you will feel my pain! This is ridiculous.

The app is a little difficult to use. For one thing some of the fields and font sizes are really tiny, not so easy for an older audience without vision. Trying to add my wife to the the app is not easy. After entering her name, etc. it asked for her employee number and employer’s name. Since she is not employed by my employer, it makes no sense, and there’s no other way to enter her information. she is now on hold with someone from Support to try to get it figured out. The app would not recognize her by her first name, but instead required that she enter her initials. There is nothing to indicate this while entering the information, so we wasted seven or eight minutes trying to figure that out by trial and error. Finally, a real bad feature of the app is after entering a significant amount of information, if you pause for a little while the Page returns to the beginning and dumps everything you entered. We discovered that after it happened twice. All in all this app could really use some attention by, an IT person who understands user interfaces

I called the number in the app to get my “account unlocked”. The first time, They answered the phone asked for my information then i got hung up on. I call back, thinking it was an accident, the lady ask for my information again and the transfers me to another department, then i get hung up on again! So at this point I’m upset, i call one final time. When the person picks up, i immediately explain the situation. He insisted he needed my information even though i asked him i to transfer me to the “smart-choice” department. I give him my information for the third time. He places me on hold then says he can fix it. Asked me to tell him if i get an error message, try’s to escalate the “ticket” but ultimately he couldn’t do anything. Now mind you, i called this same number months ago and asked for someone to call me so i could get my account unlocked. NO-ONE EVER CALLED!!! Yes, i could have tried to find another number after that. I have a million things I’m constantly doing! I’m just trying to be an adult and i fall short some time. That is why iam relying on the legitimacy on these app. Now I’m worried my information is being misused! This is RIDICULOUS

This App is horrible!!!!! I can’t believe I’m forced to use it. It was hard to get it set up. Have to guess on the info that they are looking for. Can not change my email address even though when I click edit info and try to change it it doesn’t work. After I am already signed in and verified it asked me to verify again. It asks personal information like chronic illness which should be none of their business. U can skip it and the other silliness it asks. Also the security questions left me beside myself. I mean really, who came up with these???? I had to make up answers for every question. I just signed up for this app because I have to. Can’t wait to see what other issues will come up.

The app is very good for my use case. I usually just need to check my balance every so often. I’m not one that has to upload receipts, so I can’t speak to that experience. The only thing holding it back from 5* for me: the login experience is annoying. Every time I log in, I have to press Login on a screen that also has sign up. It would be great if, once I’ve signed in at least once (like I have), I could just open the app and it auto signed me in (Face ID or TouchID) like any bank app. Those just do the sign in once I open it.

On the Home Page there is a link to submit an expense…it also says, you can file for future use. However, it does not allow documents to store for future use. After you input the information it does not give an option to SAVE for future use, it only allows a claim process. For debit card users they cannot file a claim if their card was billed. Weeks, and weeks, later I get notifications for document verification…It would be very helpful if we could submit debit card transactions into a SAVE folder with a note bar so we can write something to help remember transaction. It would make DV so much easier.

An absolute nightmare to use. It doesn’t use the same login information as the web site, but when you update your password here, the web site login is changed. But not to what you used for the app. And that’s just the beginning. Making changes to your account apparently require a confirmation, it nothing in the app tells you that’s the case not how to do it. Customer service is useless as they aren’t trained in the app at all. They can only do what you were trying to do in the app so that you could avoid a phone call. In short, don’t use the app. Take time from your busy day to call during business hours instead of when it’s most convenient for you.

This system is not user friendly. It has potential if you can keep from getting locked out. And I have yet to understand how to correct the amount I am supposed to pay. The $ spent was all monies spent directly to a provider for a service that is medical. Am I not to use this card to pay those expenses? I don't understand. I think that next year I will opt out of the HSA. It is very difficult to submit receipts. There is never a person to call that can make this any easier. I would love to speak to someone that can help me to submit whatever I need to prove this money spent as it should be. Before the dead line and before l'm locked out again. Sara Pierce

This app is so frustrating when trying to submit a claim. I use to use the reimburse me app that worked great and straight forward and within a solid minute or less done with your submission. I try to “add an expense” and get an error message that says “Object reference not set to an instance of an object.” I have tried removing the app and reinstalling, but continue getting the same error message. No one from their customer service can help either, just tell me to do the same that I have been attempting. This is horrible ! How is this an upgrade from our old one? This most definitely is not a “smart choice” consider changing the name to this ridiculous app we’re now stuck with.

I mailed in my Medicare Part B premiums to the address provided. After 2 plus weeks of not seeing any recent activity on my claim I called. Took me over 30 min to talk to customer service just to find out my claims were never received. I faxed the two claims the following day and waited an additional day to look at my account. Only my Husband’s claim was processed. So I had to call customer Service again to hear that I would have to wait a couple of days for someone to get back to me. If I had a choice I would use a better RHA company to process my claims. My Husband has a debit card for his RHA which is much easier to use and makes the account much easier to access.

My company should have never inconvenienced us like this. I could not validate my account for SIX MONTHS, yes SIX ENTIRE MONTHS due to a system glitch on their end. The customer service department has to be in India. My MANY escalated calls took weeks to be returned. Now that this issue is finally resolved, my deposits into this account are not the same as my pay day and it also takes a few days for the claim to process…extremely annoying compared to how seamless same day deposits and maybe a day for claims to process with the previous company. Must have been less expensive for my company to switch to this company for our HSA, huge inconvenience for the employees though.

My company just switched to this FSA after using another one for years. I am used to be asked to validate a couple things here and there (but most were validated through my insurance automatically), but with this FSA provider I am being asked to validate EVERYTHING charged to my FSA.. and they are ALL charges that were copays through my insurance that this is tied to!! Super annoying and inconvenient when offices are closed/have limited hours for COVID and you need an itemized receipt. What really aggravates me is they send emails that say “Every attempt to automatically validate you recent card transaction had been made.” LIARS. I hope my employer ditches this FSA provider soon. I will be sure to pass this feedback to my company’s HR Team as well.

This app has such poor functionality that paper statements and phone calls would likely be more useful. The account activity section doesn’t actually show all account activity and you have to drill through 3 other menus just to see all of your actual transactions. The app also doesn’t seem to allow you to manage investments. This is the 3rd HSA app that my company has gone through while I’ve been there and it is the worst which is saying something because I hated the app before it, but at least it let me do more with the account and actually showed all transactions in account activity.

There’s really no point in keeping this app on my phone. This company has created multiple apps in recent years, but functionality has been removed. The newer app even requires the presence of this app, but somehow my access credentials seem to be different. My login information is almost never “correct”, even after resetting with the call center, and I’ve had to complete the reset process hundreds of times now. I recommend just keeping a list of payments on your own, so you have an idea of the current balance. This company simply isn’t able to do what you need it to do, and I’m done trying.

I am still getting the hang of this app. Not very user friendly. The i buttons haven’t worked, so when I need info about a task it doesn’t tell me when I try to tap on the “i” It will eventually get the job done. I agree with other users, this app does not multi task. Make sure you have everything you need before starting or you’ll be logging in every time you change to another screen. I’m not sure how it logged my transactions, however it would be nice to not need a receipt since it already logged my transaction as reimburse-able.

Why is this a separate app from the Alight mobile app that I was already logged into? Why is it a separate account that I have to create when the Alight website doesn't require a separate login for the reimbursement account function? Why is it so very very slow? Why are account names limited to 12 characters so I can't match my Alight account name? Why do I have to go through all this instead of being able to just email my receipts? Why did I still have to search through this app instead of having a handy alert or button visible as soon as I logged in for the ONE thing I needdd to do?

There is no way to transfer funds from your cash account to your investment account, only the other way around. I spent 20 minutes trying to find it because every time you choose an option you get a loading icon that takes 5 seconds to load. Every time. And then you find that you went to the wrong page because the UI is not straight forward. Never found the fund transfer option. Does it even exist? If I’m wrong, why is it so hard to find?

As far as the medical expense capabilities of the product goes, this is a decent application - easy to use and submit expenses. However, the way alight processes payments and notifies you makes this a 1 star app for me. The issue is that alight appears to process payments around 1:20 am PST. You then get an app notification as well as a sms if you are signed up for that for expenses you have submitted. If the notifications could be queued to be delivered at a humane hour, this would be a good app. Fortunately you can turn this off - which I recommend you do if install it.

Exceptionally poor user experience. Need to know to scroll on iPhone to see submit expense budget in reimbursement flow. File upload from iCloud files doesn’t seem to work. Image receipts force you to crop, and you might be forced to crop out necessary information needed for the reimbursement review! It’s unclear what the difference is between this app and the Alight app - there are some differences (like no ability to add a receipt to an existing claim in the Alight app but you CAN in this app) but similarities (you can submit expenses in both apps). Devs/product team should engage with reviewers via the App Store comments.

This app generally does what it’s supposed to but I generally only use it to upload receipts but the file upload functionality for attaching receipts doesn’t work. You can take a picture of them and upload it, you might even be able upload from the gallery (haven’t tried that), but a simple pdf upload from files fails with no error or feedback to the user, like is the file type unsupported or was it too large. Maybe they will fix it in a future version.

Medical item accepted by HSA from drug store and accepted and paid for with debit card. One medical accepted item clearly shown on November 2021 receipt. Now in February, 2022, I get a notification that that transaction is now denied because there is no receipt. They got the receipt when the transaction was done n 2021. If a debit card accepts the item … why is it denied 5 months later…and then asking what the charge was for. My dentist bill and a medical office visit were denied, yet cleansing wipes ok. I have given up on many medical charges… just not worth the hassles. Why are they making it so user unfriendly when we are spending our own money?

There is simply not enough time or space to give a complete review of this company that manages my high 5-figure retiree medical reimbursement account. This Company, their App, their Telephone Support and the Extraordinary wait-times, their Incompetence, their Process difficulty, etc. etc., is likened to two high speed trains continually crashing head-on, and on and on and on. I am bewildered that any corporation would contract with ‘this firm’ to manage employees and retire medical savings accounts and associated payouts, unless the ultimate goal is simply to delay, and create extreme difficulty for the payee to exercise what these accounts are intended for the benefit of the employee/retire.

The navigation on this app is terrible. You can’t talk to anyone in person that you can understand. I’m trying to add money back to my FSA card because I was overcharged by the doctors office and they sent me a check for a refund and I need to put the money back before I lose it but I can’t find any directions on how to do that, I called the call center and I could never understand anyone and they couldn’t understand me. This is not fair to anyone I’m in jeopardy of losing over $300 I need assistance on how to get my money added back to my card before the end of December and that’s not far away.

Easy to use, upload recipes and track account. Communication from the app is appropriate, so you know when everything is received. I just wish I could update the phone number for verification when signing in. They used a work number that does not recognize text, even though they do have my cell.

Needs to be able to look at receipts submitted. Needs to have a re-pay tab in the event a service was paid by the card and in fact ineligible. Needs to be able to toggle from email message to message instead of having to close and go back to main page. App could be much easier and more user friendly. Good things are the current balance, the approved transactions listed, the photo/doc upload options but wish you can see history of what you uploaded.

Seems design by engineers (ie difficult to use). To log in it asks what sign-in I want to use, like I’d have more than one. Only exercise services (eg gyms) listed under Service Category Codes when filing a claim. No choice to add/remember favorite providers. Back button during the claim process will erase all the details entered previously.l, instead of just going back one step. Check item eligibility only works as a bar-scanner, with no other way of looking at a list of items, forgetting that it’s the year 2020 and people can buy things online without looking at the physical item in hand first. UI is ugly, sad colors used (grays and dark greens)

Difficult to communicate with this company. Inadequate explanation of denials. Do they think my medical professionals are charging me for Rolex watches or Cartier bracelets? Should I be blamed because the billing details of my providers don’t coincide with Alight or Smart Choice requirements. What good is years worth of HSA contributions can’t be used because these hidden bean counters make a determination that is impossible to challenge. I shouldn’t have to devote my life to jumping through hoops for these people. Provide an 800 number or a Customer Service direct email. Better yet find someone competent to run your company.

The app is badly designed and confusing. Sometimes to learn how to navigate the app and sometimes for other reasons, you need to call the company. The company has the worst phone tree of all time. Imagine trying to teach calculus to someone with Alzheimer's, who can’t hear well and interrupts you all the time. That’s what struggling through the phone tree feels like. The customer service agents are usually nice if you can navigate to them but I’ve had a very bad experience with one strait up lying as well, just to get me off the phone.

Really bulky use of many functions. Does the job but not user friendly at all. Two main issues to work on: 1) Better message handling - all for bulk acknowledgement of messages versus opening each open - really don’t have to open a message of Transaction Approved each time. 2) Have messages as a sub icon - not popping up on sign on. Use the annoying red circle count to indicate messages 3) Ability to hide Accounts - scrolling through previous years to find the active accounts isn’t necessary

I wish Phillip 66 would go back to the previous company they used to use processing receipts. Because when this app says we need to submit a receipt but it doesn’t tell us for which transaction only the amount so then we spend so much time just trying to find what receipt they are wanting a copy of. Also the company Phillips 66 used before, we could take a receipt at the time of the card swipe submit it and be done not having to wait weeks for this app to ask for a receipt that we now weeks later have to go find

There are several things with this app that are not user friendly and/or inaccurate about my account. My spouse has not been on my insurance plan since 2022 and his name is still there as a dependent. Also there’s no obvious way to input your bank account info to “pay now” of your claim is denied. Why did my claim get denied, payment was to a hospital in which my daughter had surgery in and no one answers when you call the customer help number. Horrible

Our family has been doing a flexible spending account for years with no problem. My husbands company switched over to alight smart choice account and ever since then it’s been one bad experience after the next. Recently I called in to get reimbursed back for dependent care that we paid out of pocket for. Have had to call in multiple times wait times 1-2 hours and keep being told misinformation. Seems like they make you jump through hoops just to get your money back. Would never recommend this company. .

The purpose of this app seems to be to make it as hard as possible to access your money. It times out and logs you out after 60 seconds of inactivity, so have all your information handy before entering a claim, because if you get logged out all your work is lost. There is no customer support. The number listed in the app leads to a one-hour queue, then the CS rep tells me this is the wrong number for my request and puts me back on hold before I can protest. The link in the app for rating the app is disabled, I wonder why? Utterly shameful.

This app is very slow and dated. It gives you no confirmation that anything you submit is accepted, and can take 24+ hours to see you receipt listed on a transaction. I repeatedly have to call customer service to verify documentation is submitted because of that delay. Calling customer service is horrid too, they use a very dated system to ask you questions about your call, but it picks up all ambient noise and starts over, and never recognizes anything you say. Do your employees a favor and don’t use this company.

My company recently switched to Smart Choice from Reimburse Me and it’s been a huge down grade. It’s hard to see the dates that I’ve claimed in the past and app takes a long time to load. Often times I’ll be submitting my claim in the parking lot before I pick up my son and after our care provider signs, the site times out and there’s an error. I’m really disappointed that my company moved to such an antiquated app.

We just switched to Smart Choice at the beginning of this year, and since your App is unfamiliar I had many questions, however, It's very difficult to get a hold of your rep on the phone. I was on hold for over 2 hours 2 days ago then finally gave up. I called at 7:00 am CST today and still had to wait 20 minutes to get connected, and once I was connected, she didn't have the answers to my questions as her screen wasn't updated as what I was seeing on the App.

I have found the app to be inconsistent and difficult to interact with. I have had to spend hours on the phone on multiple days speaking to people who give contradicting information. One person actually muted me while I was speaking. Your staff is (generally) very nice but not well informed and not well enough versed on the website to understand my difficulties with it. The whole process of reimbursement is fraught with complications that are vague, unexplained and impossible for the consumer to understand. Count me DISSATISFIED and FRUSTRATED.

Created log in including facial recognition. Unable to log in without verification to email, the email takes forever and app times out before email comes through. Tried to update phone and email, cannot edit. Balance shows $0 on Home Screen, but funds have been added, have to look into transaction history to see them. Terrible functionality. Where is the search option to look up eligible items?