COVID-19

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:

• Centers for Disease Control and Prevention for disease specific information
• CVS Health for testing information
• Aetna for insurance information

To learn more about the virus and the national and global response, you can visit:

• The Centers for Disease Control and Prevention
• The World Health Organization
• Aetna resources for living

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:

• Cigna
• Kaiser Foundation
• UnitedHealth
• Anthem

Some items you need may be HSA/FSA eligible. You can check eligible items here.

CARES Act

What is the CARES Act?
The President signed into law the Coronavirus Aid, Relief, and Economic Security Act (CARES Act) on March 27 in response to the COVID-19 pandemic. The more than 2 trillion-dollar package addresses the financial pressures facing individuals, businesses, and state and local governments due to the pandemic. The law will also provide emergency funding for hospitals, testing, and vaccine development.

What changes did the CARES Act make to the list of eligible expenses for Flexible Spending Account (FSA) and Health Savings Account (HSA) spending?
The CARES Act made over-the-counter medicine available for reimbursement without a prescription. It also made feminine hygiene products (including but not limited to: pads, tampons, cups, and sponges) an eligible expense. The PayFlex eligible expense tool has been updated to reflect these changes.

Health Savings Accounts (HSAs)

Can I still use my HSA if I lose my job?
Yes. You can continue to use your HSA even if you lose your job. If you are still covered by a qualifying high-deductible health plan, you can continue to contribute as well. You can use this money to pay for HSA eligible products. You can also use it to pay for medical, dental and vision bills, including telehealth and COVID-19 treatment.

Can I use my HSA to pay insurance premiums if I lose my job?
Yes. You can use your HSA to pay health insurance premiums if you're currently collecting unemployment benefits or to pay premiums for COBRA health insurance that you receive because you lost benefits due to a change in job status.

Can I use my HSA or FSA to pay for telemedicine?
Yes. Telemedicine is an eligible HSA and FSA expense.

Can I use my HSA or FSA to pay for teledentistry?
Yes. Teledentistry is an eligible HSA and FSA expense.

Health Care Flexible Spending Account (FSA)

Can I still use my health care FSA if I lose my job?
Health care FSAs are administered through your employer, and in some cases that will mean you will lose access to your funds. There are two notable exceptions:

• You may submit claims to your FSA after your termination if those services were incurred prior to termination.
• If your employer allows your FSA to be continued with COBRA coverage you would be able to still use the funds while enrolled in COBRA.

Can I use my HSA or health care FSA to pay for telemedicine?
Yes. Telemedicine is an eligible HSA and health care FSA expense.

Can I use my HSA or health care FSA to pay for teledentistry?
Yes. Teledentistry is an eligible HSA and health care FSA expense.

Can I change my FSA election?
If you have a health care FSA, limited purpose FSA, or dependent care FSA and you would like to change your election amount, you’ll need to contact your human resources or benefits department. They can confirm if you can change your election amount and how to do it.

How does the grace period extension for a health care FSA impact a member’s ability to open a health savings account (HSA)?
If you have a balance in your health care FSA on the last day of the plan year and your employer provides a grace period extension, you must wait until the first of the month following the end of the FSA grace period to become eligible to contribute to the HSA. This is true no matter how much was in your FSA during the grace period or how quickly you use the FSA funds.

Dependent Care Flexible Spending Account (FSA)

My daycare/preschool is closed. How does this impact my dependent care FSA?
If your daycare/preschool is currently closed, you cannot submit for reimbursement during this time. However, you can still submit for reimbursement for services used from the beginning of your plan year until the time of closure.

Some employers are allowing dependent care FSA election changes. Keep an eye out for communications from your employer regarding election changes.

Can I use my dependent care funds for Disney+, KiwiCo crates or Zoom babysitters?
Unfortunately, no. Dependent care FSAs can only be used for certain types of expenses.

Can I change my FSA election?
If you have a health care FSA, limited purpose FSA, or dependent care FSA and you would like to change your election amount, you’ll need to contact your human resources or benefits department. They can confirm if you can change your election amount and how to do it.

Commuter Benefits

Due to COVID-19, I’m now working from home. Can I adjust my commuter benefits?
Yes. You can adjust your commuter benefits. Just give us a call at 1-844-729-3539 (TTY: 711) or visit www.payflex.com and we’ll help you determine how to make these changes. The process may vary by public transport system.

COBRA

Due to COVID-19, I have been laid off/furloughed from my employer and no longer have health insurance. What is COBRA and how do I sign up?
The Consolidated Omnibus Budget Reconciliation Act (COBRA) is a federal law that provides you and your covered dependents the right to choose to continue group health benefits on a temporary basis. It’s only available when coverage would otherwise be lost due to the following events:

• Voluntary/involuntary termination of a covered employee’s employment for reasons other than gross misconduct
• Reduction in the hours worked by the covered employee
• Divorce or legal separation from a covered employee
• A covered employee becoming entitled to Medicare
• A child’s loss of dependent status and coverage under the plan
• Death of a covered employee

If your employer offers COBRA through PayFlex and you received a COBRA Qualifying Event notice, you can sign up online at www.payflex.com.

• After you log in, click Enroll Online in top right corner.
• Click on each available plan you want to enroll in by placing a check mark next to the plan.
• If you would like to decline coverage, check the box next to Decline this coverage.
• If the box to elect coverage next to the benefit is grayed out, this means it is automatically included.
• Once you elect all the benefits you want to be enrolled in, click Submit. A summary of all elected benefits will be displayed. If correct, click Confirm. Then you’ll receive a message that you have successfully completed the benefit election process.

Note: You cannot enroll online if you are electing coverage for your dependents.

Want to enroll by mail? Once you receive your COBRA Qualifying Event notice, complete and mail the election form to the address provided by the last date indicated. Include the appropriate payment amount to reinstate your coverage.

How do I make a COBRA payment?
You have two options.
1. Online

• Log in to www.payflex.com. Click Make a Payment in the top right-hand corner of the Dashboard.
• You can setup a recurring and/or one-time payment.
• If you’re a first-time user: Set up your bank account information by clicking on add a new account. Complete the required information and click Submit.
• If you already have a bank account: Select the account you want to use to pay and enter the amount you want to pay. Then click Submit.

2. Payment via mail
You can make a payment via check or money order and mail directly to:
PayFlex Systems USA, Inc.
PO Box 953374
St. Louis, MO 63195-3374

Be sure to include your name and participant number. (If you are electing COBRA coverage for the first time, mail in payment with your Qualifying Event election form)

Note: If you enroll in the recurring payment option, you won’t receive monthly payment communications from PayFlex.

Am I eligible for a COBRA extension due to COVID? If so, how do I apply for one?
To learn more about the COBRA extension and to find out if you qualify, you can email us at cobramail@payflex.com or contact your Human Resources/Benefits department.

What is the Outbreak Period and what does it mean to me?
The Outbreak Period is defined as the period of time in which we are in the COVID-19 pandemic and started on March 1, 2020. During this period, your COBRA election, premium payment, and notice deadlines are extended until the end of the Outbreak Period or until 1 year after your qualifying event, whichever happens first.

• New COBRA participants: For participants who haven’t yet elected COBRA and made their initial premium payment, delaying your COBRA election and premium payments will delay the start of your insurance coverage.
• Current COBRA participants: For participants who have already elected COBRA and made at least one premium payment, failure to pay subsequent premiums due within the standard grace period will result in the administrative termination of your coverage. Claim determinations and claim payment won’t occur if your coverage is administratively terminated.
• COBRA coverage: Participants can initiate or reinstate COBRA coverage retroactively by submitting premium payments during or upon conclusion of the Outbreak Period. Coverage will be effective through to your premium paid through date.
• COBRA statements: During the Outbreak Period, system generated billing statements and letters you receive won’t reflect the Outbreak Period deadline extension dates. Such communications will continue to show the standard grace periods and deadlines.

How do I know if I qualify for the extensions under the Outbreak Period?
If you received a notice from PayFlex outlining the extensions for certain COBRA grace period deadlines known as the “Outbreak Period” issued by the Department of Labor (DOL) and Internal Revenue Service (IRS) that was effective March 1, 2020,  click here for details on the latest guidance for these extension end dates.

What happens after the Outbreak Period?
At the end of the Outbreak Period or after the one year extension period, whichever comes first, any COBRA elections not submitted and/or monthly premiums not paid during the Outbreak Period will be due. If you do not make the payments when they are due, you will be responsible for all claims after your last paid premium.

Can I enroll in COBRA online?
Yes. Online enrollment and payment capabilities are available during the standard deadlines outlined in your COBRA notice. They aren’t available if you’re delaying COBRA elections or premium payments, as permitted during the Outbreak Period.

If you’re outside the standard deadlines, you must mail in your COBRA elections and/or premium payment(s) to:

PayFlex Systems USA, Inc.
BENEFITS BILLING DEPARTMENT
P.O. BOX 953374
ST. LOUIS, MO 63195-3374