Section 125 Cafeteria Plan Take Care Debit Card Policy & Procedures: Southern College of Optometry Plan Year: 9.1.2017 to 8.31.2018 This manual covers your company s specific plan design for your FSA Plan. This will cover policies regarding your Take Care debit card as well as information for manual claim submission as well. PAGE 1
Take Care Debit Card Helpful Hints: - The Health FSA Take Care Debit Card is used for Medical, Dental, Vision, and prescriptions*. - All Medical (excluding copays) and Dental expenses will require an itemized statement listing the dates of services as well as the services rendered and then submitted with the Take Care debit card substantiation claim form. - Prescriptions purchased at any Non-Receipt Retailer (Ex: Walgreens, Wal-Mart, Target, Kroger, etc.) will be auto-substantiated (not requiring a follow up receipt) on participants accounts. To view a list of all the IIAS or 90% Retailers, follow the below instructions: i. Go to http://www.sig-is.org/ ii. Scroll to the bottom right and click on the links below: a. IIAS Merchant PDF (these retailers will allow the card to be accepted and will auto-substantiate, not requiring a follow up receipt). b. 90% Merchant PDF (these retailers will allow the card to be accepted BUT will always require a follow up receipt for substantiation). - Effective July, 1, 2009, Any prescription/otc purchased at a Retailer other than an IIAS or 90% merchant, the take care card WILL NOT BE ACCEPTED. CPN, Inc. has no control over this as it is between each specific retail/drug store and the IRS. - *Effective January 1, 2011, OTC drugs and medications cannot be reimbursed from an FSA or HRA unless they are accompanied by a doctor s prescription. The ruling does not exclude all OTC expenses. Items like aspirin and cough syrup would be out, unless a doctor s prescription is obtained for their use. However, diabetic test strips and blood glucose monitors can still be purchased on a pre-tax basis without a doctor s prescription. PAGE 2
Participant MyFlexOnline Login Instructions: These instructions are for FIRST TIME USERS only If a participant has already created their user name and password they may skip this step and go to www.cpnflex.com / Click Employee Login / and enter their User Name & Password and click on LOGIN. Creating a MyFlexOnline Account: a. Go to www.cpnflex.com b. Click on Employee Login c. Click on New User Registration d. Complete required information which will include creating a user name and password. If a participant has misplaced their user name and/or password, they may view their user name and/or reset their password by completing these steps: a. Go to www.cpnflex.com b. Click on Employee login c. Click on Password Reset and User Name Retrieval d. Complete required information and the next screen will show participants user name and the option of resetting their password. Note: Instructions on creating and/or resetting MyFlexOnline account information can be found on CPN s website www.cpnflex.com / MyFlex PAGE 3
Take Care Debit Card Request: Once cards have been requested, card delivery is estimated between 10-14 business days and will be delivered to the home address of the participant. Flex cards require activation before use (855.584.7552). If a participant needs an additional card for a spouse/dependent, they may go to their MyFlexOnline account and make their request at any time. Estimated delivery time from the date of request is 10-14 business days and will be sent to the participant s home address in an unmarked white envelope from the Chicago area. Note: Instructions on ordering additional cards can be found on CPN s website www.cpnflex.com / MyFlex PAGE 4
MyFlexOnline Activity: When you log into the secure MyFlexOnline portal, you can access the below 24/7: - Check your account balance - File claims - Look up eligible expenses - Print account statements - See your savings - Verify your elections - Review your payments - Manage direct deposit - Change your settings Take your flex plan with you: Apps for iphone and Android Need to check your balance, file a claim or submit an EOB/itemized statement while checking your provider? Now, you can, with the app for iphone and Android. They re FREE! Just search for MyFlex at the itunes App Store or Google Play. To log in, use the same ID and password as you do for the MyFlexOnline website. Stay in touch with email/text notifications. Maybe, you d like to get a text when your claim is processed. Well, now you can! Just log into MyFlexOnline and go to Settings to sign up for notifications. CONTACT US CPN Customer Service Center HOURS OF OPERATION Monday-Friday (8am-4pm CST) Local: 901.756.8244, Press 1 Toll Free: 800.737.0125, Press 1 Fax: 901.756.8322 Email: claims@cpnflex.com PAGE 5
Take Care Debit Card E-mail Notifications: Take Care Debit Card E-mails are sent out around the 5 th business day of each month to participants who are pending follow up documents (Itemized bills/receipts) for charges on their account. In order to receive this notification, the participant MUST set up their personal MyFlexOnline account. If a participant is not pending any documents on their account, they WILL NOT be generated an e-mail. The Take Care Debit Card E-mail is not sent by CPN, but is an electronic system generated notification. Thus, it is very important each participant checks their Junk Folder or SPAM filter and make sure to allow e-mails from noreply@flexbenefitcard.com It is also highly recommended each participant have an active and working personal e-mail address listed on their MyFlexOnline account in order to receive these notifications as this is the only method used to remind participants before their Take Care debit card is suspended. Take Care Debit Card Suspension Policy: Participant s Take Care Debit Card will be subject to suspension for the below reasons: 1. Delinquent Charges - Once a participant swipes their Take Care debit card, the system will give the charge a Deadline Date if the charge requires follow up documentation. Deadline date is 1 st of the month following 30 days from date of charge. Example: John Doe pays a medical bill on 9/15/2017. The system will require an Itemized Statement for this charge amount. Therefore, the Deadline Date to submit the Itemized Statement will be 11/01/2017. The participant will have until their Deadline Date to submit their Itemized Statements, or their Take Care debit card will be placed on a temporary suspension until the Itemized Statement is received and the charge has been substantiated. 2. Balance Dues* Take Care debit cards will be suspended for any outstanding Balance Due that has not been paid back to the plan. A Balance Due can be one or more of the following: 1. If a participant over pays a charge according to the amount listed on their Itemized Statement. 2. Uses their Take Care Debit Card for services rendered within a previous plan year. You CANNOT pay for services rendered in a prior plan year. 3. Participant cannot supply the proper documentation for a Take Care debit card charge. 4. Participant pays for non-qualified services (cosmetic surgery, teeth whitening, etc.) *Please refer to Balance Due Repayment Policy. PAGE 6
Non-Qualified Expense / Balance Due: Once the Take Care debit card claims operator receives each participants claim form as well as follow up documents, if an expense is marked as non-qualified*, the amount will be rejected and will then create a Balance Due on the participants account. It is then the responsibility of the participant to pay back those funds out of pocket or their debit card is subject to suspension. (See Debit Card Suspension Policy on page 6). *Non-Qualified Expenses can be any or all of the below: 1. If a participant over pays a charge according to the amount listed on their Itemized Statement. 2. Uses their Take Care Debit Card for services rendered within a previous plan year. You CANNOT pay for services rendered in a prior plan year. 3. Participant cannot supply the proper documentation for a Take Care debit card charge. 4. Participant pays for non-qualified services (cosmetic surgery, teeth whitening, etc.) Balance Due Repayment Policy: Balance Dues can be paid by Personal Check made payable to CPN, online from the participants MyFlexOnline account, or by submitting a manual claim for services they have paid out of pocket. Payments made by check need to be mailed to the below address: Corporate Planning Network, Inc. PO Box 1748 Cordova, TN 38088 Attn: Debit Card Repayment When the participant logs onto their MyFlexOnline, they will see the below: In order to repay, they click on PARTICIPANTS MAY NOT HAVE A MERCHANT CREDIT THEIR CARD TO PAY BACK A BALANCE DUE ON THEIR ACCOUNT! PAGE 7
Take Care Debit Card Reactivation Policy: Take Care debit card reactivations occur daily for any participant who has sent in proper documentation for delinquent charges on their account which caused the suspension of their card. It also applies to those who have paid their Balance Due in full. Example: If substantiation is received and adjudicated on Monday, the card will be reactivated on Tuesday (after overnight update*). *If substantiation is processed on Friday, card reactivation will not occur until the following Monday. If a participant has a suspended card at the end of a plan year, their Take Care debit card for the new plan year will be on a suspended status until their previous plan year account is in good standing (Meaning all charges requiring follow up documentation have been received and/or any Balance Due paid in full). Take Care Debit Card Substantiation Claim Form Process: When a participant is required to submit their Itemized Statement for one or more charges made with their Take Care card, they may do so by using one of the following options: 1. Go to www.cpnflex.com / under FSA, they can print the Debit Card Substantiation Claim Form. The participant will complete and send along with their IRS required follow up documents to CPN s customer service department. 2. The participant may also create their ICE (Internet Claim Entry) Form for their debit card charges online. Simply log on to their MyFlexOnline account and from their Benefits screen click on Verify Card Use. There they can click on the charge(s) they wish to add to their ICE Form and follow the steps for completion. 3. Participants may substantiate a debit card swipe by using the MyFlex Mobile App (see page 5 for more information). PAGE 8
Lost/Stolen or Fraudulent Activity Take Care Debit Card Process: If a participant does not receive their Take Care debit card in the mail or it becomes lost or stolen, they may contact the Lost/Stolen Card Center Hotline to report their card so the bank can request a replacement card with brand new card number. Lost/Stolen Hotline: 866.679.7649 It is extremely important that the participant verifies with the bank to make sure they have their correct mailing address on file. Please allow 10-14 business days for the replacement card to arrive. Fraudulent charges discovered on an account must be reported within 90 days from date the charge was made. Fraudulent/Dispute hotline: 866.297.3619 (Option #4) Monday-Friday, 8am to 5pm, CDT. PAGE 9
By logging onto MyFlexOnline Participants may view this information Under Claims & Payments / View Claim Activity Under the Rejected column, the adjusted amount will be listed. Also, by applying their curser over the will supply the Adjustment Date (Date Balance Due was created), shown under the original Card transaction Payment Date. (If a participant does not have internet access, the dated Balance Due letter sent by CPN s Customer Service department, to the participant s home address, is the date their Balance Due was created. This way, even if they don t have internet access, they are properly notified they have 30 days from the date of the letter, to pay their Balance due in full). If a Balance Due is NOT paid in full within the 30 day window, the participant s employer will be billed for the entire Balance Due amount. It will then be up to the employer to arrange for their employee to reimburse them. *CPN would love to accommodate payment plans in order for participants to address their Balance Dues, but due to the large number of outstanding Balance Dues, CPN can no longer provide this option. If payment is not paid in full within 30 days from the date the Balance Due was created, the participant s employer will be billed.
Balance Due Payment Options: 1) Balance Dues can be paid by Personal Check made payable to CPN, or 2) Online from the participants MyFlexOnline account using a Personal Credit Card or ECheck. Payments sent by check need to be mailed to the below address: Corporate Planning Network, Inc. PO Box 1748 Cordova, TN 38088 Attn: Debit Card Repayment If payment will be made from MyFlexOnline, once they log onto their account, they will see: **Refer to your company s Policy and Procedures to confirm which plan your company offers. Some expenses require EOB s, while others require Itemized statements. 2