This happens often and is completely normal. Don't worry—your application is being processed!
Why is the refund processed first?
The reason is simple: processing times differ between bank transfers and document submission. At Neutra, we prioritize fast refunds so that you have the funds as soon as possible.
Bank transfer
Transfers are processed within a few hours or business days. Your bank credits the amount to your account quickly.
Sending the receipt
The receipt goes through a separate internal processing system, which takes slightly longer than the bank transfer.
What is a reimbursement statement?
A reimbursement statement is your official reimbursement document. It provides you with complete transparency regarding the coverage of your expenses and serves as accounting proof of your reimbursement.
It details the following:
Expenses reviewed
The type and amount of each treatment or service covered.
The amounts reimbursed
What Neutra reimburses you, item by item
Any amounts remaining at your expense
What is not covered by your plan
When will I receive my receipt?
In the vast majority of cases, here’s what happens:
1
Your claim is processed by Neutra
Your reimbursement request is reviewed and approved.
2
The payment is issued immediately
Neutra initiates the payment as soon as it is approved. Your bank will credit your account shortly thereafter.
3
The receipt is generated and sent
You will receive it within a few days, either by mail or digitally.
Delays may sometimes be due to:
- Postal delays
- Peak periods
- Adjustments related to digital transformation
Haven't received your receipt?
If you still haven't received your receipt after a reasonable amount of time, our team is here to help.
Phone
Website
Please be sure to include your national ID number to help us process your request more efficiently.
A clear commitment: your refund comes first
At Neutra, we’ve made a deliberate choice: to prioritize refunds so that you receive the amounts you’re owed without delay.
The receipt will follow shortly, providing you with all the necessary transparency regarding your coverage.
In summary:
Receiving your reimbursement before the receipt is perfectly normal. It is not an oversight or a mistake.
This is due to the different processing times for bank payments and document delivery.
The receipt is sent to you later, usually within a few days.
If there is a delay, our team can be reached by email or through our website.
Neutra—your health, our priority.