Smart-Choice Mobile App Reviews

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App needs help. 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.

Needs a lot of work. 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.

A nightmare. 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?

Worst company handling Money + Healthcare. Our employer, with over 150,000 employees, gives us no option for our HSA funds, we are forced to use Alight Solutions/SmartChoice. I don’t know what’s worse, the Customer Service call center or the app. Both are worthless, unprofessional and incapable of doing the job correctly. How can we TALK to an educated, well-trained customer service rep at Alight Solutions/SmartChoice about our money and get help? Many others at our company have same complaints and we would all take our HSA funds elsewhere, if we could. Please improve your training and your App!

DOESN’T WORK WELL. 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!!

Mediocre, but should get the job done eventually. 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.

Disasterous Trainwreck. 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.

This app is difficult. Why do I have to search for everything? you have all the information. It’s difficult to find where to submit your documentation. It’s difficult to find who the claim is for. It’s difficult to figure anything out on this app. Hate it and not enjoying the service much as a whole. It even denied a manual claim because I picked my name and it was for three people in my family. seriously? Way to make healthcare difficult!!!

Such a great service!. 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.

Not bad if it were 2011. 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.

Incredibly frustrating. 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.

Not the app but the service. Send the EXACT same receipt and EOB as you’ve used for previous claims and they’ll randomly get denied - same provider, similar service, all detailed out - it’s as if the people reviewing these documents don’t get the same training or just randomly decide to deny something because they don’t actually review the documentation. And the app won’t accurately reflect all charges or account activity as will the desktop website, bush-league and armature must be cheapest option and why Rockwell uses

Not acceptable in 2021. Even less in 2022. The app is poorly designed, clunky, font is super small and to see your balances you need to go through several screens. Of course the company has a captive market I assume by low balling other players so they have zero incentives to redevelop the app. I work for a major fortune 500 company and me and my coworkers constantly and publicly complain about their choice . We will get enough momentum to make a change, I am sure.

Notifications at 2am???. 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.

Worst app and CS is even worse. 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.

Ease of use/predatory methods. 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.

Garbage FSA. 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.

Very disappointed. 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

This app is a Scam!. 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

Not user-friendly. App does not allow me to edit spouse info to reflect relationship of spouse rather than “other.” Choosing DOB required me to hit the back arrow month by month to get to spouse’s birth year and month instead of allowing me to go backwards year by year or to simply input mm/dd/yyyy. Now my spouse is on my account twice because dependent edit capability is pathetic and I added her again to make sure her info is correct in the event something would happen to me. App functionality is abysmal compared to other sites I have seen.

Glitchy horrible app. Can’t even login. I go to change the password and answer questions successfully, it says password changed then immediately tells me a login problem and password used recently (even though I made up a completely new one). I get thrown into a loop and run through my login attempts. (Which I’m not warned of how many I get or that to have left). Then I’m locked out, and I miss the deadline to submit funds. Enjoy my FSA money- I suggest spending it on skilled app developers and app improvements!

Great App. For my needs it’s very user friendly with great graphics, a plan summary and user options all listed on the home page. I suggest you have your data ready for inputting since there is a security timer for the page.

File upload doesn’t work. 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.

difficult to use& understand. App fails to login half the time. The directions given in the app to use it are about as vague and misleading as it gets. Been trying to submit receipts for expenses for most of the year, unsuccessfully. If you call them, none of these people know their jobs or what they're doing as I get different answers for the same problem Everytime I call. I'm so sorry if your employer makes you use this piece of garbage

Negative star rating if I could. I was very excited when my company signed up with this company, because I was excited about having an app to file FSA claims. It’s actually worse than the company before. This app has not functioned yet and it’s been years. Just called the company again this morning renewed my account while I was looking for a receipt to file for a claim it logged me out and I was unable to log back in only help, the representative could offer was to delete and reload the app. Pathetic app.

Easy to understand and navigate;Kinda slow; can’t see investment account. 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.

App terrible, customer phone line is the worst. 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.

Awful in every way. 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?

Bring the app up to date. 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

Tracking future document expenses. 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.

Ok. But app switcher doesn’t work. The app is alright. Does what I need to but the problem is the it doesn’t support multi-task. You can leave the app and come back to continue your claim. If you need to look at a calendar before submitting a claim make your you use another device. You can switch between them really annoying

Move Along. 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.

Beyond Worthless App. 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.

Very slow to load and. Both the website and the app cannot handle the volume that is coming through it. The website will not work at all so I decided to try to go through the app to get reimbursed for my child care expenses. It took over five minutes just to register the login screen. I continuously get the circle of death on each item I try to advance to.

Disappointed. 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. .

Worst move my company made!. 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.

Almost always unusable. 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.

No Validate Later with Signature?. 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.

Review of APP & new process. 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

Bad app. 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)

I hate this app. 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

UI is terrible and doesn’t have all require account features. 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?

This is the worst app of this type i’ve used. I tried to enter claim . Won’t work - get an error that it requires value in a field, but that field is populated by a drop down with no values; the support phone number does NOT say what hours support is available- it makes you call and push a lot of buttons before telling you no support available. This was either written by idiots who don’t mind wasting customers time, or it was designed by insurance companies to discourage us from filing claims.

Terrible Claim Processing accuracy. 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.

Why can I submit a claim with provider signature for dependent care. The updated version stop letting me submit a claim by just having the director of the daycare sign of on the claim. I don’t get it, I was able to do that before now the only option I have on the app is to submit a manual claim the. To only able to upload one picture and now they are asking for even more info, what a pain. Please bring back the option to submit a claim just by with a electronic signature from the provider!!!!!

Paper would be better. 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.

Could be a lot better. 1. Final claim review doesn’t show the amount. If you try backing up to see the amount, you lose everything and have to start over. 2. When I log in, it shows me my messages. I can read them but not delete them, so they just keep piling up. 3. Our previous provider’s app kept a list of providers I’d entered, so I could pick from the list for a new claim, rather than typing it in each time. 4. About half my claims are acknowledged by text message and then disappear, never appearing on my list of claims

Some things to improve. 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.

The service that received today. Today I was attended by a Lady named Jay. She was working from Puerto Rico. I thank you for having a very efficient staff. It helped me in everything and I’m very happy. Thank you very much. Efficiency of 200% and *Grateful for the attention and *Professionalism. I honestly thank you again. Att: Jose L Gonzalez

LDO. 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

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Poor quality app. I have had continuous issues with the smart choice app I have continuous issues trying to sign in only to get a message that says my ID/Password doesnt match their records for no reason at all Talking on phone to get help gets different answers from inexperienced persons who answer the phone Over all the Smartchoice app is a pain!! Unfortunately I have to use it

Not user-friendly. App does not allow me to edit spouse info to reflect relationship of spouse rather than “other.” Choosing DOB required me to hit the back arrow month by month to get to spouse’s birth year and month instead of allowing me to go backwards year by year or to simply input mm/dd/yyyy. Now my spouse is on my account twice because dependent edit capability is pathetic and I added her again to make sure her info is correct in the event something would happen to me. App functionality is abysmal compared to other sites I have seen.

Horrible customer service. Not app related. The customer service is HORRIBLE. I spent countless hours Over 8 months trying to get one thing reimbursed. Every time I called. I was routed to different department, get told different things. People keep telling me they will follow up but never did. I cannot believe it is so hard to get my own money reimbursed back to me. NEVER let them have your money. They has turned employee benefit to employee nightmare.

Not easy. This app is difficult to navigate. I needed to provide documentation and the process to do so was complicated. I didn’t know where to go for this. (Would have been helpful to have a link to for providing the information.) I allowed access to my camera and the screen was black. I had to take upload through camera roll. Still not sure I did it correctly.

Receipt needed. Please improve the app by asking for a receipt at the time of transaction. Allow it to request to be uploaded at such time to not ask clients to be searching g for it three months later when I’ve filed it away and can’t locate.

Insufficient. This app is insufficient. Why can’t I upload my receipts for purchases via the application? The application needs to be upgraded to accept receipts. I feel Alight has intentionally left this out in order to make things difficult and to avoid paying medical expenses. Please do what is right for your paying customers and add the capability to upload receipts via the online application. Many thanks, Battina

Does not actually send payment. I thought I was paying my medical bills from this app- have screen shots of confirmations of payment set up- but kept receiving bills- when I checked my account on the app there’s no record of the payment anymore- this has happened several times. Not sure why it would give a confirmation only to disappear the next day. Very dissatisfied.

Mobile App needs work. It would be great if the full functionality of the website was available on a mobile app. I need to log in from a laptop or desktop to see my tax documents. And, then the browser must be Chrome or Firefox and not Safari. Thank you

Not responsive. Not responsive, selections lead to nowhere. I’ve wasted literally hours trying to navigate this app all to no avail. Seems to not be professionally developed....with misspelled words, double entries etc. The company I retired from used to use WageWorks and it worked much, much better. I wish they had never changed to Smart-Choice.

Awful service - don’t use. I’ve submitted multiple claims for our daughter’s daycare with check copies. Initially they went through fine, now always rejected with different reasons. Poor customer service and no one can provide an explanation. Representatives say everything is correct and they’ll fix the rejection and then nothing happens. Too much confusion and lack of knowledge by customer service.

Junk. Email login fields needs a magnifying glass to see the entry, and this is on a phone with enhanced text size. Set up successfully then app dropped login name / password. Recovery requires original signup email, which app did not accept even though I receive emails from alight / ‘Smart’, that, nor any of my email addresses are recognized. App was deleted and reinstalled and phone restarted. Help # gets nowhere, only advice is to reinstall. DON’T WASTE YOUR TIME WITH THIS APP.

Poor execution. While Alight’s legacy product GUI was outdated it at least functioned properly. Major failure in quality assurance with the delivery of the Smart Choice platform. The Smart Choice product is a total disappointment. Massive amounts of unnecessary white space, unhelpful segmentation and menus make simple tasks tedious, the GUI display is poorly executed, etc. It seems like the business team just let dev run wild with no end user input.

Seems like a waste. This app hasn’t worked right since day one…. I am always receiving an email stating that “they used all means possible to obtain a receipt “…..yea right….we are just forced to do someone else’s job…and when you try to send a receipt through the app it always tells you an error occurred try back later… Then it just costs me more money by having to have someone fax it for me……

Great App. For my needs it’s very user friendly with great graphics, a plan summary and user options all listed on the home page. I suggest you have your data ready for inputting since there is a security timer for the page.

Receipts. The app needs to let you add th receipts when you submit the claim some times it does others after you use the card say a dentist office it says it was paid the a few weeks later it was verification of the claim. Easy fix is add a receipt button when I check for payment

Activity. I can’t tell what the expense charges are after completed nor can I see any of my notes/details about the expense. My providers are sending bills regularly that I believe I’ve paid via my smart choice account yet the delay in the provider actually receiving payment is very slow. As a result I receive multiple bills after actually paying the said bil

This is the worst app of this type i’ve used. I tried to enter claim . Won’t work - get an error that it requires value in a field, but that field is populated by a drop down with no values; the support phone number does NOT say what hours support is available- it makes you call and push a lot of buttons before telling you no support available. This was either written by idiots who don’t mind wasting customers time, or it was designed by insurance companies to discourage us from filing claims.

Slow. Seems my company keeps switching account caretakers for my HSA and this is just the latest for which I have to sign up with new info and answer too many questions. They require proof every time I use the card at a doctors office. When I submit a copy of my receipt they say I still need a receipt and there is no back button to return. Frustrating. It’s not worth the meager tax savings to go through the hassle and time.

Frustrating. Finding the Alight family of applications a bit of a mess. One app links you to the other but then requires a different login. The navigation in all their apps are different from each other. Finally, when you do get it all working, the receipt submissions don’t seem to reflect real time, resulting in getting follow up emails for receipts that have already been submitted.

Missing reference number in bill pay. The problem I have is for bill pay you put a reference number in but that number does not show up in the list after payment and if you have multiple account to pay at a hospital not its hard to figure out who you paid if you need to look back

Update needed. The app is good for keeping up with transactions but the menu doesn’t have all of the options that it’s supposed to (i.e. - eligible transactions) for the different accounts as FAQs says it should. I previously inquired about this same thing and still got no response/app wasn’t updated.

Needs Work. App is glitchy. It doesn’t update on claim status. When I first created the account, I received updates regularly. Now I have to login constantly to see when claims show up and if I need to submit a receipt. I have several claims where receipts were submitted that still show as “action required” but no information is shared on what is needed. Pretty frustrating!

Terrible. This app is hardly user friendly and has limited functionality when they deny almost every purchase you make over a month later. Don’t waste your time on the app and just use the desktop version. Or better yet, don’t enroll in SmartChoice as at with your benefits and just manage your own money. Silly of me to have someone decide what I’m eligible to spend my own allotted money on.

Love this App!. If you’re still using paper…STOP! This is so easy and very secure. Apply snapshot receipts and receive money directly into your bank account:) I’m older and remember doing this via fax…what a headache!

This app is difficult. Why do I have to search for everything? you have all the information. It’s difficult to find where to submit your documentation. It’s difficult to find who the claim is for. It’s difficult to figure anything out on this app. Hate it and not enjoying the service much as a whole. It even denied a manual claim because I picked my name and it was for three people in my family. seriously? Way to make healthcare difficult!!!

Receipt function disappeared!. Much better than the previous version with this update, but the ability to upload and store receipts with reimbursements disappeared! I don’t like this at all. Now I will have to keep copies of my receipts instead of keeping them digitally with record of my reimbursements. Please add this back into the iOS app!!

SMART CHOICE APP IS BROKEN. SMART CHOICE IS BROKEN 😠 My Human Resources will be notified about this defective app. It’s a bad sign when I can not complete registration on an app that’s been given the power to control my health spending account. alight smart choice app get your act Together. I recommend don’t download this app till probably they get their act together. It’s not absolutely necessary needed right now! Geeze I sure wish I could post pictures of a Malfuctioniny, Defective app won’t let me complete registration.

Not accurate or easy to use. Deposits take over a week to show up from Payroll. Site frequently crashes. Both HSA and limited purpose FSA use the same card but it isn’t made clear. Some health plan administrator got sold a bill of goods here. It’s a pretty jenky experience and could have been done so much better. UHC has a lot of issues with web experience in general.

Needs improvement.. Users should be able to upload and attach a receipt right when the expense is charged and appears in the app. Also, trying several time to attach receipts now. It says it is loaded, but the app still shows receipt required. Even after refreshing, waiting overnight, and trying again.

I Hate This App and Service. Payments are not done in a timely manner and people working in customer service are rude after getting a complete run around on nobody that can help. The app is far from user friendly. Extremely frustrating!!! It’s a money trap!!!

Unable to add documents. Been trying to add the proof of payment document for reimbursement and there is no where in this app to do this unless you keep creating new expenses. I now have 4 expenses for the same thing and all 4 will not allow me any option to add supplemental documentation. Terrible design and structure to this app. It is in desperate need of revamping and actually making it work for their customers.

Imposible to work with!. Smart-Choice is another company that prevents employees from using their hard-earned benefits! To demand documentation for using their credit card to pay bills at a hospital or doctor’s office is nothing more than harassment. I could understand if I used the card at a restaurant, but come on. On the mobile “app” you spend your day watching the wheel go round and giving up. Even after retirement, American Airlines provides pathetic support to its former employees.

difficult to use& understand. App fails to login half the time. The directions given in the app to use it are about as vague and misleading as it gets. Been trying to submit receipts for expenses for most of the year, unsuccessfully. If you call them, none of these people know their jobs or what they're doing as I get different answers for the same problem Everytime I call. I'm so sorry if your employer makes you use this piece of garbage

Complete disappointment. This app is a big disappointment. My company transferred our HSA account holder to a new administrator, so I transferred my previous HSA savings to consolidate into one account. The app doesn’t give an option to invest my savings. The Account Activity tab doesn’t show any of my deposits. Other than check my balance, I don’t think there is anything I can do in the app. Big step down in functionality versus Optum.

Very slow to load and. Both the website and the app cannot handle the volume that is coming through it. The website will not work at all so I decided to try to go through the app to get reimbursed for my child care expenses. It took over five minutes just to register the login screen. I continuously get the circle of death on each item I try to advance to.

This app is terrible.. Not sure which is worse- the app or customer service in general. I used “reimburse me” in the past and I never had problems. I have experienced numerous problems with this service. Many many many items are not updated in the system and then the card won’t be accepted at the point of sale. I was told I owed a balance to which is Not a problem- except that the app wouldn’t even allow me to pay. Every time I clicked “pay now” I would be kicked completely out of the app. When I tried to pay online on the website as instructed by a customer service person, THERE WAS NO PAY ONLINE OPTION. Utter and complete ridiculousness.

Note are not displayed to us. After we add notes to the reimbursement requests shouldn’t we be able to see those, for example in the emails we get summarizing “Payment Successful” note.

Feedback?. No way (unless it’s hidden somewhere) to provide feedback to make app better. I looked in FAQ on how to turn on autopay but didn’t find anything. Also, as soon as I signed in the first time, it says I owe $400 and if I don’t pay, my card may be turned off. Great customer service rep, Elisha that I spoke with earlier turned me on to app.

Poor service. This is the hardest appt I have ever tried to understand I have charges asking for paperwork I have no idea what it is for and 90 % of them give you no information about where the charge is from. If I want a charge paid by you I will use my card I do not want chargers trying to be paid without the use of my card I don’t care if you get a eob from the insurance company or not it’s my decision if I want that paid out of my accou

Terrible app for an ever worse company. I changed employers and a had a nominal amount in a flexible dependent care savings account. I’ve called multiple times and was told they would mail me a claim form. After the 3rd call they actually did mail it. After I mailed the claim form I called 2 weeks later to confirm it was received- and they said it wasn’t and I needed a different claim form. .... now I’m trying the app, and it says I already have an account but there’s literally no way for me to login to the app.

Ok. But app switcher doesn’t work. The app is alright. Does what I need to but the problem is the it doesn’t support multi-task. You can leave the app and come back to continue your claim. If you need to look at a calendar before submitting a claim make your you use another device. You can switch between them really annoying

Great step forward, but lacks polish. The app crashed on me several times. Logs out all the time when put in background. At least Face ID works. Can’t change card pin or email. Otherwise huge improvement over previous process.

A Technology Company With Wings Huh?. I think this was designed by a 6 year old. Not intuitive at all. No guidance….you just have to ‘guess’ that it wants your debit card number. Keyboards are not coded to info requested. Password guidelines are missing- again you just have to keep guessing until it gets a combo that works. If you leave app to retrieve password, debit card or any other task, it resets and you have to start over again inputting information.

Slow, Clunky, and Sometimes Not Available. I would be interested to know what my employer is paying Alight. Probably not much based on this app and the other benefits portal management they do. The app sometimes does not let you login after successfully completing their required 2-factor authentication. The app is also very basic in features. Then, if you have difficulty with the app and call their help line, it is nearly endless non-human prompts for info.

Scan option. What did you do with the scan option for over the counter products? At first you had it and now it’s gone. Please bring it back. We don’t know if a product is to be claimed or not.

Lost features. This app used to be so helpful by allowing you to scan products at a store to see if they are eligible but that’s no longer a feature. It also cuts off receipts when trying to upload resulting in claims denied because it states the receipt is not complete. You also have to constantly upload the same letter of dr necessities with every purchase rather then the app/company just keeping it on file for the year.

App not enough. Alight rejects payments even though you sent the receipt. You call and cannot directly talk to someone to fix it - their support can only make a suggestion to someone later to look at it it. Even though they say 2 business days, they don’t send a further reply til the batch after a month. Not satisfied.

Functionality disabled. Previously was able to submit expenses through the “reimburse me” app. Aon changed to “smart choice” app where I am not eligible to submit expenses where I should as I could with “reimburse me” and have adequate funding in my hsa. This is terrible how a company would deliver such poor service with providing an app that doesn’t function at all. If I would have known I could not submit claims through the app, I would not have bothered downloading it.

App does not work consistently. Neefd work. Took four days to get into application. Had to reset password even thought it was correct. Customer service has to refer password resets over to another department. Two hour minimum wait each time. Loaded receipt and today it said it needed receipt even though it was sitting in app and I could view. Very disappointed in this app.

Nothing but frustration. I have encountered nothing but frustration trying to use this app. Haven’t been able to successfully log in more than. Changed my password cause it had been a long time since I’d used it. Second time I tried to log in it didn’t recognize the new password and locked me out. Can’t use an app if you can’t log in. Just terrible and utterly useless.