As the COVID-19/Coronavirus situations continue, we would like to give you the following updates on our service, process changes, and the impact of the situation. Be assured that the health and well-being of our employees, clients, participants, brokers, vendors, and business partners remain our utmost priority.
Client Service: We are continuing efforts to ensure that the presence of COVID-19 does not affect the great work we are doing for our clients. Our offices continue to have a reduced number of on-site employees, with a majority of employees providing service remotely. Rest assured that we are making all efforts to ensure that service is provided efficiently and effectively.
Processing Time: We are continuing to process all items as timely as possible. There is currently a 3-4-day delay in processing claim submissions (electronic and paper), with reimbursements the following suit. Please remind your employees that the most efficient way to submit claims is electronic via the My SmartCare online portal, mobile app, or e-mailing fsa-claims@benxcel.com.
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There is currently a 3-day delay in processing COBRA paperwork (please note that we are still well within compliance of all Federal COBRA guidelines and timeframe requirements).
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There is currently a one week delay in processing COBRA Initial Notices.
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There is currently no delay to client invoicing, carrier payments, or individual COBRA/Retiree invoicing.
CARES Act for FSA, HSA, and HRA plans: As we communicated on April 1st via e-mail blast, the CARES Act has impacted eligible expenses by making OTC drugs and medicines eligible for reimbursement without a prescription and making menstrual products a qualified medical expense. These changes are effective for purchases made after December 31, 2019. Due to the haste of this change, debit cards may not immediately work for these purchases as changes to the IIAS Standards and adoption of these changes by merchants is not yet complete.
To assist with employee education on the CARES Act, please review and distribute this PDF to your affected FSA, HSA, and HRA participants.
Customer Service: 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:
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.
We value our relationship and we are committed to staying connected with you during this unprecedented situation. We will continue to update you on the status of operations as the situation continues to evolve.
