The daily news surrounding COVID-19/Coronavirus continues to put pressure on the entire world. The past few weeks have been stressful and full of unknowns, however, the health and well-being of our employees, clients, participants, brokers, vendors and business partners are our utmost priority. Our goal is to remain serving you in as best capacity as possible as the COVID-19 situation unfolds. The following are the precautionary measures that BCC is taking.
Health and safety: The health and safety of our clients, employees, their families, and our communities are of critical importance to us. All BCC teammates are urged to take basic preventative measures to help avoid exposure to or infection of COVID-19. We have advised employees who are ill or who have members of their household exhibiting any symptoms of respiratory illness not to report to our offices or any client sites. As a recommended approach from most public health departments, we have also implemented ‘social distancing’ strategies to reduce the density of employee groups.
Client service: BCC is making every effort to ensure that the presence of COVID-19 will not affect the great work we are doing for our clients. Our offices presently remain open; however, we are adequately prepared to efficiently and effectively provide client service remotely if the need arises. We have also established remote working guidelines for each of our service lines of business to help ensure we meet expectations and deliver our best work to you every day.
Questions? Our Customer Service Call Center remains available to your employees, Retirees, and COBRA beneficiaries with no change to service hours, but there may be a longer wait time than typically experienced:
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800-685-6100
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customersupport@benxcel.com
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Monday – Thursday from 8:00am – 8:00pm ET
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Friday from 8:00am – 6:00pm ET
BCC’s Enterprise Service Team remains available to you with no change to service hours, but there may be a delay in response time. Please e-mail EnterpriseService@benxcel.com.
What is changing? We will continue to process all items as timely as possible; however, the following items may be delayed:
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Reimbursements/claim payments (the most efficient way to submit claims is via the My SmartCare online portal, mobile app, or through the fsa-claims@benxcel.com)
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COBRA processing (including qualifying events, COBRA election paperwork, initial payment and enrollment form processing, and system updates)
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COBRA Invoices may be delayed, but the payment grace period through the last day of the coverage month will remain in effect
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Request for funding and payment processing
Travel and meetings: For the health and safety of our clients and colleagues, BCC has indefinitely suspended all non-essential domestic travel. While we are committed to maintaining operational readiness and ensuring that our clients have access to the services, support and advice they expect from us, we have advised our teammates to consult with you on whether your offices are open or if there are any special guidelines they need to follow. If you are expecting one of our team members and there is a reason why they should not come to your site, please notify them directly. As you may know, we have vast video and telephony conferencing capabilities, yet we are ready to tailor our approach to meet your needs and will adjust and communicate with you in whatever way is most suitable to you.
We value our relationship and we are committed to staying connected with you during this unprecedented situation. There will be more information shared on the future status of operations coming soon.
