General COVID-19 Questions
Can I expect any disruptions to our regular service? Will we still be able to make claims and access funds?
Our call center and claims department continue to remain open and all non-essential employees are working from home. Our members are very important to us and we’re here to assist you. We invite you to reach out to our call center at 1-844-PAYFLEX (1-844-729-3539) (TTY: 711) with any questions or concerns you may have about your PayFlex accounts during these difficult times. Our products, website, and app are all operational and we encourage you to use them as you normally would.
How can you help protect yourself or others from COVID‐19?
The Center for Disease Control (CDC) recommends that everyone wear a face mask in public places and maintain a minimum of 6 feet apart, though exact regulations vary state by state. To learn more about the recommended procedures, including face mask patterns and alternatives, we suggest you visit cdc.gov.
Is personal protective equipment Flexible Spending Account (FSA) and Health Savings Account (HSA) eligible?
Personal protective equipment, like face masks and rubber gloves are eligible expenses. You can request reimbursement through the PayFlex member website.
What COVID 19-related expenses are covered through my HSA eligible health plan?
To understand what your health insurer is covering, contact them directly. In addition to your health coverage, your HSA dollars cover medical and dental expenses as well as certain over-the-counter products, which are marked as HSA/FSA eligible on the CVS website.
Are there PayFlex or other resources available to learn more about COVID-19?
To help our members have the most up to date information and resources at their fingertips, we set up the PayFlex COVID-19 Resource Center. Other resources include:
To learn more about the virus and the national and global response, you can visit:
How do I make sure I have everything I need for an emergency kit?
Visit the CDC website for great resources on making sure you have an emergency kit at home.
Did my health insurance waive COVID-19 related expenses?
Most health insurance providers have waived costs related to the testing and treatment of COVID-19. We suggest you check directly with them to learn more about your coverage. If you have Aetna health insurance, you can visit their site here to review Testing & Treatment FAQs which include details about coverage and authorizations for COVID-19 expenses. You can also use the number on the back of your Aetna ID card to contact Aetna and discuss your plan.
Other health insurance providers:
Some items you need may be HSA/FSA eligible. You can check eligible items here.