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Participants 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. Participants will be required to complete registration through the new web portal. |
AGREEMENT FREQUENTLY ASKED QUESTIONS
General
With the change in platform, how will participants access their online accounts?
Will participants still have access to a mobile website?
Will customer service contact information or hours be changing?
Where can I get more information about the change in platform?
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Yes, participants may view the new WageWorks web portal using their mobile devices. |
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The customer service hours of operation will not change. However, the correspondence mailing addresses and phone number for customer service will be changing. Participants will be sent an introduction letter providing the customer service phone number and mailing addresses that should be used going forward. |
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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 Relationship Management team. |
Sending Files via FTP
Will there be any changes to how my organization or our partner vendors submit files?
Will the FTP/DIS transition require any programming or formatting changes on our part?
Are there any actions required from my organization or our carriers/vendors?
Will the contacts for ongoing file support change?
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No. You can continue to send files to the FTP site with the same credentials. There will be no changes to this process. |
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No. The location for file delivery and receipt will not change. Your existing credentials will be used to access the WageWorks' FTP site and there will be no change to your connectivity. |
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WageWorks will convert all inbound and outbound files to meet the existing specifications. WageWorks will engage you and/or your carriers/vendors when determined applicable. If a carrier/vendor is unresponsive, WageWorks may ask you to intervene. Your support will help to ensure the carrier is appropriately engaged and communicating with us in a timely manner. |
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No. You should continue to contact your DIS 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 Participant Servicing
Client Servicing
Will my Client Service contact(s) or information change (e.g., phone, email, etc.)?
Will the COBRA/Direct Bill website change?
Who do we notify if we need to change our COBRA/Direct Bill services? (e.g., add/remove division, etc.)
Will there be changes to any of the standard reports?
Will there be any changes to the ACA data process?
Who do we contact about a COBRA/Direct Bill compliance concern?
How long after migrating will we have access to our data on the prior website?
How will FSA COBRA Qualifying Events be handled?
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You should continue to contact your COBRA Relationship Management team as you do today. However, to ensure service excellence, we’re reviewing the current service model to identify opportunities for improvement. We’ll communicate with you before implementing any changes that affect your service model. |
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Yes. The website address (URL) will change from wageworks.com to cobrabenefits.wageworks.com. You will receive new log-in credentials prior to the Go Live date. Training links and user guide materials for how to access and navigate the web portal are available under the Support section of the migration site. |
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Please contact your WageWorks Relationship Management team to initiate any changes to your COBRA/Direct Bill services. |
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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/Participant Experience Guide located on the Support page of the migration website for detailed descriptions of the new report suite and a cross-reference to your current reporting. |
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Yes. The ACA reporting process will change. You will need to contact your Relationship 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. |
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If you believe that a COBRA/Direct Bill compliance incident has occurred, please contact your COBRA/Direct Bill Relationship Management team immediately. Your Relationship Management team will work directly with you on remediation. |
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Access to the prior website will be available for 45 days after the Go Live date. If information is needed after the 45 days has elapsed, please contact your Relationship Manager for assistance. For clients with healthcare services administered by WageWorks, after the 45 day window expires, the single sign on (SSO) linkage on www.wageworks.com will redirect you to the new COBRA/DB url and you will have the ability to move between the platforms without have to reauthenticate. |
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All FSA events will appear on the Processing Reports indicating that the monthly premium amount is not included. If HealthEquity/WageWorks is your FSA provider, then the monthly premium will be determined and updated directly on the website. If your FSA is handled by another third party vendor the monthly premium will need to be resolved with the Processing Report review. Please note: Going forward we will be offering FSA continuation to any individual for whom we receive a QE with a FSA plan, and not just those who have under-spent their FSA account. |
Participant Servicing
Will the participant customer service information change (e.g., phone, email, mail, etc.)?
Will there be changes to any of the participant notices?
How will participant’s pending election at the time of migration be able to elect coverage?
Will there be a change to where or how participants remit premium payments?
Will there be changes in how participants manage their accounts (i.e., participant website)?
Is the COBRA/Direct Bill appeals process or associated fax number and mailing address changing?
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Upon completion of the migration process, participants will receive an introduction letter providing them with the phone/fax number, email and correspondence mailing address that should be used going forward. |
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Yes. The participant 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 website. |
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Participants that are in a pending status at the point of migration will have three (3) ways to make an election:
Any election forms submitted to the prior correspondence address/fax number will be directed to the appropriate team for processing. |
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Yes. Participants will no longer receive coupons for remitting payments. Instead, participants 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. Participants will be notified of this change in the introduction letter, as well as in notices included with their monthly invoice. Credit card payments will continue to be offered for clients who have contracted for this additional service. Clients will still be responsible for the associated transaction fees (unless other contractual agreements have been made). |
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Yes. The website address (URL) will change from wageworks.com to mybenefits.wageworks.com. Participants will be notified of this change in the introduction letter. When participants access the new URL for the first time, they will be required to create a new username and password. |
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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, P.O. Box 226101, Dallas, TX 75222 |
COBRA & Direct Bill Money Movement
WageWorks collects our COBRA and Direct Bill premiums and credits them to us. Will we continue to receive these credits via the same frequency and method?
WageWorks collects our COBRA and Direct Bill premiums and sends them to our insurance carriers. Will our carriers continue to receive these monthly payments?
Will I still receive email notifications when my Premium Statement Report is posted to the website?
Where should I send checks for subsidies or negative PDR amounts?
Some of our participants prepay their COBRA/Direct Bill coverage several months in advance. Will those prepayments transfer to the new platform?
Some of our participants have established recurring ACH payments for their Direct Bill coverage. Will the existing ACH payment authorizations transfer to the new platform?
Will our COBRA/Direct Bill participants still have all of the current payment options (check, recurring ACH or one-time ACH through the website)?
Will the mailing address for COBRA/Direct Bill check payments change?
What if participants mail their payments to the 1155 Reliable Parkway, Chicago, IL 60686-0011 address?
Will the payee fro the COBRA/Direct Bill check payments change?
Will there be any disruption to participant payment processing during this transition?
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Premiums will be remitted back to the client on a monthly frequency using the same credit method that is in place today. |
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Yes. If your insurance carriers currently receive collected monthly premiums, they'll continue receiving a monthly credit from WageWorks. Please see the Client/Participant Experience Guide located on the Support page of the migration website for a detailed description of the Carrier Pay service. |
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Yes. Your Premium Statement Report will be available on the website by the 10th business day of each month. An email notification will be sent when it has been processed and posted. |
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All checks should be sent to: |
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Yes. For the initial load of member data all paid through dates will automatically equal the go live date. Any payments made on prior system past the go live date will be transferred to the new enhanced platform on a twice monthly schedule for up to 90-days post go live. The first transfer will occur approximately two weeks after go live. Please note that the initial member invoice may reflect a past due amount until all payments have been transferred. |
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Yes. The existing ACH payment authorizations will be transferred to the new platform. Participants will not be required to re-enroll. The participants recurring ACH Debit schedule will change slightly. Currently, funds are deducted from the participant's account around the 10th of the month for the current month's premium. Going forward, deductions will be pulled between the 26th and the 29th of each month for the following month's premium. Participants will be notified of this change in the introduction letter. |
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Yes. Participants will have the same three payment options. If any of the payment options are not enabled for your participants, WageWorks will gladly partner with you to activate the additional payment options. The credit card option will continue to be offered for those clients who have contracted for this additional service. Clients will still be responsible for the associated transaction fees (unless other contractual agreements have been made). |
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Yes. COBRA/Direct Bill check payments should be mailed to a new lock box associated with BNY Mellon. Participants will receive notification of this change via their monthly invoices. |
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For 90 days after Go Live, payments received at the old lock box will be processed and posted to the new participant account on a semi-monthly basis. |
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Checks will continue to be made payable to WageWorks, Inc. |
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No. There will be no disruption or payment freeze period. |
Carrier Files
Will there be changes to the files being sent to our carriers/vendors for COBRA/Direct Bill coverage?
Are any actions required from my organization or our carriers/vendors?
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All existing outbound files will automatically be converted and tested. We will work closely with you and your carriers/vendors on this conversion when determined applicable. If a carrier/vendor is unresponsive, WageWorks may ask you to intervene. Your support will help to ensure the carrier is appropriately engaged and communicating with us in a timely manner. |
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WageWorks will convert all inbound and outbound files to meet the existing specifications. WageWorks will engage you and/or your carriers/vendors when determined applicable. If a carrier/vendor in unresponsive, WageWorks may ask you to intervene. Your support will help to ensure the carrier is appropriately engaged and communicating with us in a timely manner. |