FREQUENTLY ASKED QUESTIONS

General

With the change in platform, how will members access their online accounts?

Members will receive an introduction letter approximately 14 days prior to the Go Live date. The letter will provide the new URL for accessing their online account. Members will be required to complete registration through the new website.

Will members still have access to a mobile website?

Yes. Members may view the new website using their mobile devices.

Will Member Services contact information or hours be changing?

The Member Services hours of operation will not change. However, the correspondence mailing addresses and phone number for member service will be changing. Members will be sent an introduction letter providing the member service phone number and mailing addresses that should be used going forward.

Where can I get more information about the change in website?

During the migration process, you will receive communications via email to keep you informed. You can also access this website for the latest information and resources related to your migration. If you have additional questions, please reach out to your Client Services team.

Sending Files via FTP

Will there be any changes to how my organization or our partner vendors submit files?

Should you be required to update how you submit your file(s), your Client Services team will contact you directly. Otherwise, you can continue to send files to the same FTP site with the same credentials.

Will the FTP/DIS transition require any programming or formatting changes on our part?

No. The location for file delivery and receipt will not change. Your existing credentials will be used to access our FTP site and there will be no change to your connectivity.

Are there any actions required from my organization or our carriers/vendors?

Should you be required to update your file(s), your Client Services team will contact you directly. Otherwise, we will convert all inbound and outbound files to meet the existing specifications. We will engage you and/or your carriers/vendors when determined applicable. If a carrier/vendor is unresponsive, we may ask you to intervene. Your support will help to ensure the carrier is appropriately engaged and communicating with us in a timely manner.

Will there be any changes to how my organization receives file processing errors?

Yes. After your file has been processed, you will receive an email indicating that there is a File Processing Report available for your review.

Will the contacts for ongoing file support change?

No. You should continue to contact your Client Services team as you do today. However, service is a constant priority and we're reviewing the current support model to determine if and where any improvements may be made. We'll communicate with you before implementing any changes that affect your support model.

Client and Member Servicing

Client Servicing

Will my Client Service contact(s) or information change (e.g., phone, email, etc.)?

You should continue to contact your Client Services team as you do today. However, to ensure service excellence, for requests previously sent via email, please submit those requests through the client portal going forward.

Will the COBRA/Direct Bill website change?

Yes. The website address (URL) will change from BeneDirect.WageWorks.com to MyBenefits.WageWorks.com. You will receive new login credentials prior to the Go Live date. Training links and user guide materials for how to access and navigate the website are available under the Support page of the migration site.

Who do we notify if we need to change our COBRA/Direct Bill services? (e.g., add/remove division, etc.)

Please contact your Client Services team to initiate any changes to your COBRA/Direct Bill services.

Will there be changes to any of the standard reports?

Yes. Although the reports will contain similar data, the standard report suite will be different than the report suite that you receive today. Please see the Client/Member Experience Guide located on the Support page of the migration site for detailed descriptions of the new report suite and a cross-reference to your current reporting.

Where do I find the American Rescue Plan Act (ARPA) subsidy reports if the subsidy spans across both platforms?

For any ARPA subsidy reported on your prior platform, please refer to your Premium Distribution Report. If migrated during the ARPA subsidy period, any activity will be reported on CobraBenefits.WageWorks.com for activity after your migration go live date. This report is located under Reports>Monthly>941 Subsidy Reports.

Will there be any changes to the ACA data process?

Yes. The ACA reporting process will change. You will need to contact your Service Delivery Manager to request the ACA report data.

Two separate reports will be provided for the transitioning year, one will include the data for months prior to the migration and the other for months following the migration.

Who do we contact about a COBRA/Direct Bill compliance concern?

If you believe that a COBRA/Direct Bill compliance incident has occurred, please contact your Client Services team immediately. Your Client Services team will work directly with you on remediation.

How long after migrating will we have access to our data on the prior website?

Access to the prior website will be available for 90 days after the Go Live date. If information is needed after the 90 days has elapsed, please contact your Service Delivery Manager for assistance.

Member Experience

Will the member services information change (e.g., phone, email, mail, etc.)?

Upon completion of the migration process, members will receive an introduction letter providing them with the phone/fax number, email and correspondence mailing address that should be used going forward.

Will there be changes to any of the member notices?

Yes. The member notices will change. However, the information contained within the notices will still follow the Department of Labor (DOL) requirements. Samples of the new notices are available on the Support page of the migration site.

How will member's pending election at the time of migration be able to elect coverage?

Members that are in a pending status at the point of migration will have three (3) ways to make an election:

Mail form to: WageWorks, Inc., PO Box 226101, Dallas, TX 75222
Fax form to: WageWorks, Inc. at 866.450.5634
Enroll on-line at: MyBenefits.WageWorks.com

Any election forms submitted to the prior correspondence address/fax number will be directed to the appropriate team for processing.

Will there be a change to where or how members remit premium payments?

Yes. Members will no longer receive coupons for remitting payments. Instead, members will receive monthly invoices around the 15th of the month for the subsequent month. The payment lockbox address for check payments will also be changing to BNY Mellon. Members will be notified of this change in the introduction letter, as well as in notices included with their monthly invoice.

Please note: It is important that members either include the invoice number on their check or include their account number (located on their invoice) on their check when mailing their payment. Not doing so could result in a delay in processing their payment.

The online ACH payment process will not change. Members will still be able to initiate a one-time payment through the website. Members who had previously scheduled one-time payments for a future date will need to re-submit these payments. Members will be notified of this change in the introduction letter.

Members that currently have ACH payments setup will not need to reauthorize ACH debits from their new account. However, the timing for processing ACH debits will change to the 1st of the month. Members will be notified of this change in the Welcome Letter.

An additional payment method will now be offered. Members may make a payment through the Interactive Voice Response system (IVR).

Will there be changes in how members manage their accounts (i.e., member website)?

Yes. The website address (URL) will change from BeneDirect.WageWorks.com to MyBenefits.WageWorks.com. Members will be notified of this change in the introduction letter. When members access the new website for the first time, they will be required to create a new username and password.

Is the COBRA/Direct Bill appeals process or associated fax number and mailing address changing?

There are no changes planned for the appeals process. However, the fax number where the request should be sent will change to 866.450.5636 and the mailing address is: WageWorks COBRA Appeals, PO Box 226101, Dallas, TX 75222

How will separate dependent addresses be handled?

Separate dependent addresses cannot be entered on a member's record. A single correspondence will be sent to the primary qualified beneficiary address on file. If the client requires a separate notice to be sent to the dependent's address, they will need to process a separate Qualifying Event online, using 'Spouse or Child Requested Separate Election' as the Qualifying Event reason for that dependent.

COBRA & Direct Bill Money Movement

You currently collect our COBRA and Direct Bill premiums and credit them to us. Will we continue to receive these credits via the same frequency and method?

Premiums will be remitted back to the client on a monthly frequency using the same credit method that is in place today.

You currently collect our COBRA and Direct Bill premiums and send them to our insurance carriers. Will our carriers continue to receive these monthly payments?

Yes. If your insurance carriers currently receive collected monthly premiums, they'll continue receiving a monthly credit from us. Please see the Client/Member Experience Guide located on the Support page of the migration website for a detailed description of the Carrier Pay service.

Will I still receive email notifications when my Premium Distribution Report (PDR) is posted to the website?

Yes. Your Premium Distribution Report will be available on the website by the 13th business day of each month. An email notification will be sent when it has been processed and posted. Additionally, the name of this report will change in the new portal to Premium Allocation Report.

Will my fee invoice be changing as a result of the migration?

Invoices will be sent from the new platform. A sample is available here.

Where should I send checks for subsidies or negative PDR amounts?

All checks should be sent to:
WageWorks, Inc., PO Box 660212, Dallas, TX 75266-0212

Please see the Client/Member Experience Guide located on the Support page of the migration website for a detailed description of the Carrier Pay service.

Some of our members prepay their COBRA/Direct Bill coverage several months in advance. Will those prepayments transfer to the new website?

Yes. Members that have paid premiums in advance (payments past the Go Live date) will have those funds transferred and credited on the new website within 30 business days after Go Live. Any invoices sent during this period will reflect a past due amount until the credit is applied.

Some of our members have established recurring ACH payments for their COBRA/Direct Bill coverage. Will the existing ACH payment authorizations transfer to the new website?

Yes. The existing ACH payment authorizations will be transferred to the new website. Members will not be required to re-enroll. The members recurring ACH Debit schedule will change slightly. Currently, funds are deducted from the member's account on a specific draft date of either the 1st, 7th or 15th of the month for the current month's premium. Going forward, deductions will be pulled the 1st of each month for that month's premium. Members will be notified of this change in the Welcome Letter. To become current, the initial draft after the Go Live date will be completed between the 13th and 16th of the month.

Will our COBRA/Direct Bill members still have all of the current payment options (check, recurring ACH or one-time ACH through the website)?

Yes. Members will have the same three standard payment options. If any of the payment options are not enabled for your members, we will gladly partner with you to activate the additional payment options.

In addition to the current three options available, a new IVR payment option will also be available to members.

Will the mailing address for COBRA/Direct Bill check payments change?

Yes. COBRA/Direct Bill check payments should be mailed to a new lock box associated with BNY Mellon. Members will receive notification of this change via their monthly invoices.

What if members mail their payments to the PO Box 650650, Dallas, TX 75265-0650 address?

For 90 days after Go Live, payments received at the old lock box will be processed and posted to the new member account on a semi-monthly basis.

Will the payee for the COBRA/Direct Bill check payments change?

Checks will continue to be made payable to WageWorks, Inc.

Will there be any disruption to member payment processing during this transition?

No. There will be no disruption or payment freeze period.

Will the fee invoice change as a result of the migration?

Your fee invoice will look different as it will come from the new platform. A sample is available for reference here.

Carrier Files

Will there be changes to the files being sent to our carriers/vendors for COBRA/Direct Bill coverage?

All existing outbound files will automatically be converted and tested. We will work closely with you and your carriers/vendors on this conversion when applicable. If a carrier/vendor is unresponsive, we may ask you to intervene. Your support will help to ensure the carrier is appropriately engaged and communicating with us in a timely manner.

Are any actions required from my organization or our carriers/vendors?

We will convert all outbound files to meet the existing specifications. We will engage you and/or your carriers/vendors when applicable. If a carrier/vendor in unresponsive, we may ask you to intervene. Your support will help to ensure the carrier is appropriately engaged and communicating with us in a timely manner.

FREQUENTLY ASKED QUESTIONS

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