FREQUENTLY ASKED QUESTIONS

General

With the change in platform, how will I access my online accounts?

You will received an introduction letter 14-days prior to the Go Live date. The letter will provide the new URL for accessing your online account. You will be required to complete your registration through the new website.

Will I still have access to a mobile website?

Yes. You may view the new website using your mobile device.

Will customer service contact information or hours be changing?

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

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

You can access WageWorks.com/CProCOBRA-Members for the latest information and resources related to your migration. If you have additional questions, please reach out to our Member Services team.

Member Servicing

How will I be able to elect COBRA coverage at the time of the migration?

You 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 I'll remit premium payments?

Yes. You will no longer receive coupons for remitting payments. Instead, you will receive monthly invoices around the 15th of the month for the subsequent month. The payment lockbox address for check payments will also change. Additional information about this change will be included in the introduction letter, as well as in notices included with your monthly invoice.

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

The online ACH payment process will not change. You will still be able to initiate a one-time payment through the website. If you had previously scheduled one-time payments for a future date, you will need to re-submit these payments. This change is noted in your in the introduction letter.

If you have recurring ACH payments currently, you will not need to reauthorize WageWorks for ACH debits from your new online account. The timing for processing ACH debits will change to the 1st of the month for all who are enrolled in this set-up. This change is noted in your Welcome Letter.

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

Will there be changes in how I manage my account (i.e., member website)?

Yes. The website address (URL) will change from BeneDirect.WageWorks.com to MyBenefits.WageWorks.com. You will be notified of this change in the introduction letter. When you access the new site for the first time, you 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 long after migrating will I have access to my account on the prior site?

Access to the prior site will be available for 90 days after the Go Live date. If information is needed after the 90 days has elapsed, please contact Member Services for assistance.

COBRA & Direct Bill Money Movement

If I prepaid my coverage several months in advance, will those prepayments transfer to my new account?

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

If I have established recurring ACH payments for my coverage, will the existing ACH payment authorizations transfer to the new site?

Yes. The existing ACH payment authorizations will be transferred to the new site. You will not be required to re-enroll. The recurring ACH Debit schedule will change slightly. Currently, funds are deducted from your account on a specific date. Going forward, deductions will be pulled the 1st of that month's premium. Additional information about this change will be included 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 I still have all of the current payment options available the site?

Yes. You will have the same payment options available. In addition to those current options, a new IVR payment option will be available.

What if I mailed my payment 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 you new account on a semi-monthly basis.

Will the payee for my check payments change?

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

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

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

FREQUENTLY ASKED QUESTIONS

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