What to expect with PayFlex

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1 What to expect with PayFlex Detailed information about one or more of the following reimbursement accounts: Health care flexible spending account (FSA) Dependent care FSA Health reimbursement arrangement (HRA) Reimbursement account members moving to PayFlex (3/15)

2 We d like to tell you what you can expect from us as you prepare for your move to PayFlex. We also want to tell you about the tools available to help you manage your account(s), and some key dates to keep in mind. PayFlex Systems USA, Inc.

3 1. Before your account moves to PayFlex To learn more... Visit to view educational materials, frequently asked questions and eligible expense listings. Check out the list of common eligible expense items. Learn more about the benefits of a health care FSA Learn more about the benefits of a dependent care FSA

4 2. Get to know your PayFlex account What s different? A new PayFlex Card If offered by your employer, the PayFlex Card makes it easy for you and your family members to pay for eligible expenses with the funds in your account. PayFlex Mobile app The PayFlex mobile app is a great way for you to stay connected and up to date on your account information wherever and whenever you need it most. Online payment features You can pay your providers directly online from your PayFlex account(s). You can also link a personal bank account to easily pay yourself back for eligible out-of-pocket expenses. Connected claims payments This new function provides you with more flexibility and control over your funds. It also lets you see your health plan activity and pay any balance due directly from your PayFlex account. This feature replaces your claim streamline process and may replace auto-debit pharmacy (if applicable). Note: This isn t applicable for the dependent care FSA. PayFlex customer service team PayFlex customer service representatives are available to help you. Call us at We re available Monday Friday, 7 a.m. 7 p.m. CT, and Saturday, 9 a.m. 2 p.m. CT. What s staying the same? Aetna Navigator website You ll still use your Aetna Navigator secure member website to access your new PayFlex account, and your previous account. 1 2 Single sign-on experience from Aetna Navigator

5 Your move to PayFlex timeline How will the process start? You ll receive an FSA transition letter and FAQs from PayFlex around the mid-april time frame. During what time frame am I unable to use my account funds? Starting May 1, 2015 May 8, 2015 your reimbursement account balance will move from Aetna to PayFlex. This is your quiet period. To use your account funds during this time, pay for eligible expenses with cash, check or personal credit card. Then, submit a claim to pay yourself back. Any claims received during the quiet period will begin to process at PayFlex on May 8, When can I begin using my PayFlex debit card? If offered by your employer, you ll receive a PayFlex Card, your account debit card. You can begin using this card for eligible expenses on May 8, Note: If you have mail-order pharmacy today, please make sure you provide your updated PayFlex debit card information to help avoid a delay in getting your prescriptions. When will my account funds be available at PayFlex? You can view your balance online at PayFlex starting on May 8, When can I access my new PayFlex account online? Starting May 8, 2015, you ll have access to your new PayFlex reimbursement account through Aetna Navigator.

6 3. After your account moves to PayFlex Create your online profile and set up your account(s) You ll receive a welcome letter that has all the instructions to set up your online account. 1. Create your online profile on the PayFlex member website. Log in to Aetna Navigator and click on Access Your Account. You can also go to and click Register Now. 2. Start using the online tools available to help you manage your PayFlex account(s). Sign up for account notifications Once your account is registered on the PayFlex member website, you can stay connected to your account(s) by signing up for important notifications through , web alert or text message. 1. Log in to your PayFlex member website. Click on My Settings. 2. Select the notifications link and enter your address. 3. Choose what notification(s) you want to get and how they re sent to you. Learn more about our e-tools

7 Use the PayFlex Card, your account debit card If offered by your employer, you ll receive your PayFlex Card in the mail, in a plain white envelope. If you receive a card in the mail, don t forget to activate it. Take note of the personal identification number (PIN) assigned to your card. Note: Some cards can only be used for certain expense items. Please review your plan details to confirm. Manage your account with our PayFlex Mobile app The PayFlex Mobile app is another way to help stay connected to your PayFlex account(s). It s free* and available on most smartphones. View account balances, payments and deposits. Pay your health care provider or yourself directly from your account(s). View a list of common eligible expense items. To get started, download the PayFlex Mobile app from your mobile app store. Create a user name and password for the app on the PayFlex member website, under My Settings. Learn more about our PayFlex Card Learn more about our PayFlex Mobile app * Standard text messaging and other rates from your wireless carrier still apply.

8 4. During the plan year You can expect notifications with your reimbursement account Explanation of payment We ll let you know when your claim is approved or denied for payment. Or when we need additional information in order to finish processing a claim. Request for Documentation letter We ll also let you know when we need documentation for a card purchase. This is only sent to PayFlex debit card holders on a quarterly basis if we need to verify a card purchase was eligible. Quick tip: These notifications are also stored online under My Documents in case you need to view, download and/or print them later. Note: The request for documentation process doesn t apply to the HRA. Please confirm your plan details with your employer.

9 5. After each calendar year What you can do to help avoid losing reimbursement account dollars Log in to the PayFlex member website and do the following: Check your account balance on My Dashboard. Click on the Financial Center to view your claim filing deadline and number of days left to spend your account funds. View a list of common eligible expense items under Quick Links. This can help you decide how to spend your remaining funds. Submit your eligible claims to PayFlex before your claim filing deadline. Note: This may not apply to the HRA. Please confirm your plan details with your employer.

10 Questions? Call us at We re here to help Monday Friday, 7 a.m. 7 p.m. CT, and Saturday, 9 a.m. 2 p.m. CT. This material is for informational purposes only. The information describes the flexible spending account ( FSA ) in general terms. FSA plans are governed by the rules of Section 125 of the Internal Revenue Code and will be administered in accordance with those rules. Estimate fund amounts carefully. Unused funds will be forfeited either after the last day of the plan year or at the end of the grace period if your plan offers one. Eligible expenses may vary from employer to employer. In case of a conflict between your plan documents and the information in this material, the plan documents will govern. Please refer to your employer s Summary Plan Description ( SPD ) for more information about your covered benefits. Information is believed to be accurate as of the production date; however, it is subject to change. For more information about PayFlex, go to Reimbursement account members moving to PayFlex 2015 PayFlex Systems USA, Inc (3/15)

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