wageworks onboarding and welcome guide · not the payflex system. ... • information related to...

WageWorks Onboarding and Welcome Guide

Consumer Health and Spending Account (CHSA) and COBRA/Direct Bill Services

4290 (201808)© 2018 WageWorks, Inc. All rights reserved.Return to Table of Contents

IMPORTANT INFORMATION ABOUT THIS GUIDE

• Direct Bill, where referenced in this guide, is limited to clients administered on the former ADP COBRA system, not the Payflex system.

• If your ADP contract is for Comprehensive Services or has bundled billing that includes CHSA and/or COBRA/Direct Bill services, re-contracting information will not apply until your current ADP contract expires or you request direct re-contracting with WageWorks.

• Information related to fee billing and payment of administrative fees becomes applicable after your WageWorks contract is signed.

4290 (201808)© 2018 WageWorks, Inc. All rights reserved.Return to Table of Contents

TABLE OF CONTENTSWelcome . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1Summary of Transition Activities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2Readiness Checklist . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4Security Protocols . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5Email Whitelisting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

Receiving WageWorks Communications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5Action Items . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5Additional Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

Billing for Administrative Fees . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6Receiving Invoices from WageWorks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6Paying Administrative Fees . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

Form W-9 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7CHSA Disbursement and Funding Changes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

Client Experience . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8Participant Experience . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

Funding Comparison . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9Daily Funding (FSA, HSA, HRA, Commuter) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9Prefunding (FSA, HSA, HRA, Commuter) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10Presentment (FSA, HRA) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .11

COBRA and Direct Bill Payment Changes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12Client Experience . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12Participant Experience . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

Sending File to WageWorks (FTP for COBRA and CHSA) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13Timing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13Engagement . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13Next Steps . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

COBRA Carrier Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13Timing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13Engagement . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

Onboarding Questions and Answers (FAQs) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14Re-contracting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14Fee Billing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17CHSA Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20Health Savings Accounts (HSAs) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21COBRA Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22CHSA Money Movement . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24COBRA Money Movement . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25FTP . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26COBRA Carrier Enrollment (CES) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

Appendices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

1Return to Table of Contents 4290 (201808)© 2018 WageWorks, Inc. All rights reserved.

Welcome

WELCOME TO WAGEWORKS!

As an industry leader, WageWorks provides innovative product solutions, effective engagement initiatives and an extraordinary customer experience. Our expertise helps you and your employees maximize your benefit programs, including Consumer Health and Spending Account (CHSA), COBRA and/or Direct Bill (DB).

We’re working closely with the Client Service teams to facilitate the full onboarding of your account administration into the WageWorks solutions suite. For most clients, this includes re-contracting and the initiation of billing by WageWorks, CHSA funding management by WageWorks, and the redeployment of data files directly to or from WageWorks.

Re-contracting began in early summer and will continue for the next few months. When you receive the WageWorks Order Form (Agreement) request, it is important that you respond by the indicated deadline so we can activate your account in our systems and continue your transition process. We executed the transition to WageWorks banking in August 2017. In the fall, we’ll complete the onboarding process by moving all web and email addresses to wageworks.com. At the same time, we’ll introduce our enhanced mobile app for CHSA.

It’s our pleasure to assist you and your employees during this important transition from ADP to WageWorks.

Sincerely,

Dale MillerVP, Service and OperationsWageWorks, Inc.


July 2017

Client COBRA/Direct Bill & CHSA• Begin outreach to clients’ Information Technology contacts, carriers and ADP partners for

secure file transfer readiness (FTP)• Continued outreach to clients eligible for re-contracting with WageWorks

COBRA/Direct Bill• Continued outreach to vendors’ Information Technology contacts to initiate WageWorks’ rebuild

of outbound COBRA files• Notification of Upcoming Money Movement Changes for participants

Participant COBRA/Direct Bill• Website banners for ACH reauthorization request

August 2017

Client COBRA/Direct Bill & CHSA • Continued outreach to clients’ Information Technology contacts, carriers and ADP partners for

secure file transfer readiness (FTP)• Continued outreach to clients eligible for re-contracting with WageWorks

COBRA/Direct Bill• Continued outreach to vendors’ Information Technology contacts for WageWorks’ re-build of

outbound COBRA files

CHSA• Notification of freeze in CHSA Funds invoicing / ACH debit and new WageWorks bank details (debit

cards will continue to process without interruption)

Participant COBRA/Direct Bill• ACH reauthorization email campaign• ACH reauthorization letters (U.S. Mail, if no email address on file)• ACH reauthorization letters (to only those participants who have not reauthorized yet)• Lockbox address change buck slip with payment coupon• Premium prepayment refund and letter

CHSA• Website banners, direct deposit, uncashed checks, claims payment freeze• Begin outreach to CHSA participants to

o Encourage the use of direct deposit for claims reimbursements • Notification of claims processing freeze (5 business days) and no disruption to debit card use

SUMMARY OF TRANSITION ACTIVITIES


September 2017

Client COBRA/Direct Bill & CHSA• Transition to WageWorks notification (i.e., change from adp.com to wageworks.com)• Continued outreach to clients’ eligible for re-contracting with WageWorks

CHSA• Reminder of ACH debit and new WageWorks bank details (debit cards will continue to process

without interruption)

Participant COBRA/Direct Bill & CHSA• Lockbox address change buck slip with payment coupon• Transition to WageWorks notification (i.e., change from adp.com to wageworks.com)

CHSA• Continued outreach to CHSA Participants to: o Encourage the use of direct deposit for claims reimbursements • Inform of planned void/reissue of uncashed checks• Transition to WageWorks Mobile App notification (i.e. change from ADP to WageWorks app)

October 2017

Client COBRA/Direct Bill & CHSA• Transition to WageWorks (i.e., change from adp.com to wageworks.com)• Continued client/carrier/ADP partner FTP outreach campaign (FTP Cutover)• Continued outreach to clients’ eligible for re-contracting with WageWorks

CHSA• Transition to WageWorks (i.e., change from adp.com to wageworks.com)

Participant COBRA/Direct Bill & CHSA• Transition to WageWorks (i.e., change from adp.com to wageworks.com)• Continued outreach to clients’ eligible for re-contracting with WageWorks

CHSA• Transition to WageWorks (i.e., change from adp.com to wageworks.com)

SUMMARY OF TRANSITION ACTIVITIES


CHSA Banking

Activity Description Due Date

Update Bank Filters – CHSA Funding

• Update filters for CHSA funding bank to allow WageWorks to:

o Process pre-note (early August) o Process ACH debit for greater dollar amount per full week of claims/funding activity after week of funding hold • Funding hold scheduled for August 14 – 18• Recovery debit scheduled for August 21• Provide W-9 to funding team (copy included in

this guide)• As desired, reduce bank filter dollar limit to align

with typical spend after Sep 1, 2017

Completed by August 1, 2017

COBRA/DB Banking


Severance/Subsidy Payments

• If applicable, WageWorks Money Movement team will provide new banking details for those clients.

N/A

Re-Contracting & Fee Billing


Email Whitelisting • Whitelist @EchoSign.com and @WageWorks.com to ensure emailed contracts and associated deadline reminders are received

Completed by May 15, 2017

Sign Contract • Review and electronically sign WageWorks contract after receipt

By 18th of the month following contract receipt

Process W-9 • Provide WageWorks’ W-9 to Accounts Payable team (copy included in this guide)

After Contract signed

Update Bank Filters – Fee Billing

• If fees are paid by ACH debit, client bank filters must be updated to allow WageWorks to:

o pre-note o debit for fees commencing the month after

the contract is signed • CHSA billing debit occurs on or around the 23rd

of each month • COBRA/DB billing debit occurs on or around

the 8th of each month

After Contract signed

READINESS CHECKLIST


SECURITY PROTOCOLSWageWorks uses cutting-edge technology to enforce strict security protocols on all operating systems, data exchanges, websites, and emails. We will never share information with unauthorized parties, and you can trust that your organization’s and participants’ information is secure.

EMAIL WHITELISTING RECEIVING WAGEWORKS COMMUNICATIONS

Although WageWorks sends emails in accordance with SPAM laws, your SPAM filter may occasionally consider an email to be SPAM. Please follow the steps below so these important communications can reach you and your employees. For additional support, contact the WageWorks Welcome Team at [email protected].

ACTION ITEMS

Send a message to your IT group requesting them to allow emails from the below IP addresses to pass through the company’s mail server. If you do not whitelist at the IP level, please add @wageworks.com to your safe senders.

• 142.0.163.142 through 142.0.163.144

• 167.216.128.0 through 167.216.131.255

• 69.89.50.201

• 69.89.48.1 .

WageWorks uses the below email addresses to send important communications to employers, employees and brokers.

WageWorks Standard Email Communications (Eloqua) IP address: 142.0.163.142 through 142.0.163.144 Email Address: [email protected]

Fees and Funding Invoices (NetSuite) IP addresses: 167.216.128.0 through 167.216.131.255 Email Address: [email protected] – or – [email protected]

FTP Whitelisting IPs IP address: 69.89.50.201 IP address: 69.89.48.1

ADDITIONAL INFORMATION

• Communications are sent to email addresses provided by the employer or extracted from the WageWorks systems of record.

• WageWorks email communications are processed through “do not reply” email boxes. It is noted in the communications that responses sent to these email addresses will not be received, reviewed or otherwise processed. If you have questions about an email communication or need additional assistance, please contact your WageWorks Client Service Team.


BILLING FOR ADMINISTRATIVE FEESRECEIVING INVOICES FROM WAGEWORKS

WageWorks will begin directly invoicing your organization for administrative fees after your new contract with WageWorks becomes effective.

• Invoices are sent from the email address [email protected] to your organization’s designated billing contact(s) within 2 – 3 business days of generation. Please ensure this email address is whitelisted by your organization.

• Partners/Brokers paying on behalf of their customers will receive a consolidated invoice, listing service details for each of the customers under their umbrella of responsibility.

• Please contact your WageWorks Client Service Team for any questions about your administrative fee invoices.

COBRA/Direct Bill Fee Invoices: 8th of each month • Invoices for COBRA and/or Direct Bill are emailed, beginning on the 8th of each month (or the first business

day thereafter). • COBRA/Direct Bill fees are billed in arrears, based on the participant count for the prior month. • No other products are invoiced with COBRA/Direct Bill.

CHSA Fee Invoices: 23rd of each month • Invoices for all CHSA products are emailed, beginning on the 23rd of each month (or the first business day

thereafter).

• CHSA fees are billed current, based on the participant count for the current month. Please note that ADP billed CHSA in arrears (based on the participant count for the prior month).

Transition of Service Fees Billing from ADP to WageWorks Please be sure to advise your accounts payable group of this information so invoices can be paid timely and to the correct party. In the first month after your contract becomes effective, you’ll receive two separate CHSA invoices:

• Your final invoice from ADP for the prior month (in arrears), per the usual billing cycle; and• Your first invoice from WageWorks for the current month, emailed on or around the 23rd of the month.

For example, if your WageWorks Contract has an Agreement date of August 1, 2018, you would receive:• Your final ADP COBRA/Direct Bill invoice for July services, dated August 5th.• Your final ADP CHSA invoice for July services, dated August 20th.• Your first WageWorks CHSA invoice for August services, dated August 23rd.• Your first WageWorks COBRA/Direct Bill invoice for August services, dated September 8th.


BILLING FOR ADMINISTRATIVE FEESPAYING ADMINISTRATIVE FEES

The administrative fee invoice you receive from WageWorks via email will contain detailed remittance instructions, based on the payment method outlined in your contract.

Pay by ACH Debit • WageWorks should be added to your bank account filter immediately after signing your WageWorks

contract.• WageWorks will pre-note your bank account to ensure that we’re able to debit fees.• Administrative fees will be debited from your designated bank account under WageWorks’ ACH Company

Identification Number o 1943351864, AND o N943351864.

Pay by ACH Credit • Please include the invoice number and your Employer ID in your payment addenda. If your Employer ID is

unknown, please contact your WageWorks Client Service Team.• Please include the account number in the Remitter Identifier 2 field.• Send ACH credit payments to: o MUFG Union Bank, N.A., 350 California St., 10th Floor, San Francisco, CA 94104 o Routing #122000496 o Account #3120004386

Pay by Wire Transfer • Please include the invoice number in your OBI.• Please include the account number in the Remitter Identifier 2 field.• Send wire payments to: o MUFG Union Bank, N.A., 350 California St., 10th Floor, San Francisco, CA 94104 o Routing #122000496 o Account #3120004386

Pay by Check • Please include invoice number(s) on the check stub. Including a copy of the invoice is not necessary if the

check stub shows the invoice number(s).• You can mail check payments to:

WageWorks, Inc.P.O. Box 45772San Francisco, CA 94145-0772

• You can overnight payments to:MUFG Union Bank, N.A.Lockbox NO-01-622 – WageWorks 457721751 Harborway Pkwy., Ste. 100Alameda, CA 94502

FORM W-9You should have already provided a copy of the WageWorks W-9 to your Finance team for completion and return to WageWorks. If you have not completed this task, please do so immediately. A PDF copy is available for download on the onboarding website at https://www.wageworks.com/chsacobra/onboarding.html. A sample copy also appears in the Appendices section of this guide.


CHSA DISBURSEMENT AND FUNDING CHANGESClient and participant communications related to these changes began in June.

CLIENT EXPERIENCE

Remittance Instructions New remittance instructions were provided by WageWorks for funding of all CHSA disbursements made on or after August 21, 2017. Please be sure that you’ve added the WageWorks bank filters. WageWorks pre-noted your bank account to ensure that the appropriate bank filters have been successfully added. During this transition, please retain the current ADP bank filters to accommodate any transactions that may have been processed prior to the transition date.

Uncashed Checks ADP will void all outstanding checks in mid-October. Voided checks will appear as a credit on your regular Funds Request. All voided checks within 180 days of the original issue date will be automatically reissued by WageWorks at the end of October. Checks older than 180 days from the original issue date can be reissued upon request, or you may leave them voided under the standard Stale Dated Check process.

Claims Payment Processing The week of August 14, 2017, ADP held check and ACH disbursements to transition processing to WageWorks. During this period, claims were processed and approved, but not paid until Monday, August 21, 2017. Ongoing, claims payments will be processed daily, Monday through Friday.

Funds Requests Funds Requests were not generated during the week of August 14 - 18, 2017. As a result, your Funds Request for August 21, 2017 included all activity processed during the prior week. Your bank filter limits should have been adjusted for this one-time, increased debit from WageWorks. Ongoing, you’ll continue to receive your Funds Requests through the Client Command Center website.

PARTICIPANT EXPERIENCE

Uncashed Checks Prior to the CHSA funding changes, WageWorks initiated a series of participant communications, including website messages and email notifications, advising participants to cash any outstanding ADP checks before they are voided, that checks dated within 180 days of the original issue date will be automatically reissued after the banking transition, and to encourage adoption of direct deposit for reimbursements. Clients should have reiterated this messaging with their participants.

Direct Deposit Pre-noting WageWorks pre-noted accounts for all participants who had newly enrolled for direct deposit or who had made changes to their existing direct deposit information. Any participants with rejected pre-notes were automatically converted to check reimbursement to avoid delays in claims payment.

Claims Payments and Contribution Processing During the week of August 14, 2017, WageWorks began processing and approving claims, and receiving contributions; however, payments were not disbursed and contributions were not credited until the following week. All claims and contribution activity completed during the week of August 14 disbursed on August 21, 2017.

As of August 21, normal, daily processing for claims and contributions resumed under WageWorks.


FUNDING COMPARISON

The following tables compare the current ADP funding processes to the WageWorks funding processes and outline actions required by the client. Please be sure to carefully review the table for the funding model used by your Plan(s).

Daily Funding – FSA, HSA, HRA and CommuterThe information below applies to clients with a funding arrangement using “Standard Reimbursement” (with or without card).

Please note that the first daily Funds Request from WageWorks was on August 21, 2017, and may have been significantly higher than normal, due to the claims payment freeze the week of August 14.

ADP FUNDING PROCESSES WAGEWORKS FUNDING PROCESSES

EMPLOYER ACTIONS REQUIRED

ACH Debit • ADP issues payments on the

ADP bank account.• ADP issues participant

payments daily.• Funds Requests are available on

the ADP Client Command Center (CCC) daily, based on activity.

• Employer funding contact receives a daily email when the Funds Request is available.

• Funding is pulled from the Employer bank account on the next business day.

• Funding for all products is on a single Funds Request.

ACH Debit • WageWorks issues payments on

the WageWorks bank account.• WageWorks issues participant

payments daily.• Funds Requests are available on

the WageWorks Client Command Center (CCC) daily, based on activity.

• Employer funding contact receives a daily email when the Funds Request is available.

• Funding is pulled from the Employer bank account on the next business day.


• Client accounts are reconciled, annually, within 180 days after the plan year ends.

Completed by August 1, 2017 • Employers using ACH Debit for

funding must add WageWorks Bank Identification Number 4943351864 to their bank filters.

• Employers need to retain the ADP listing on the bank filters to ensure a smooth transition.

• Employers must ensure that the bank filter limit is high enough to cover the initial debit after claim payment freeze, which will include multiple days.

• WageWorks will use the employer bank account information provided to ADP and currently authorized for funding.

• WageWorks will use the current Employer funding email address to deliver daily Funds Request.

Reimbursement Features• Participants and dependents can

use debit cards, if applicable.• Check payments are secured by

a Positive Pay feature for fraud protection.

• Checks are valid for 180 days from the issue date.

• Checks over 180 days are stale-dated, either monthly or twice a year, and credit is returned to the client.

• Payments issued by check, cards and/or direct deposit and HSA contributions are consolidated into a single, daily amount due.





• Checks over 180 days are stale-dated, quarterly, and funds are returned to the client.



Prefunding – FSA, HSA, HRA and CommuterThe information below applies to prefund clients using “Standard Reimbursement” (with or without card).Please note that the first Funds Request from WageWorks was on August 21, 2017, and may have been significantly higher than normal, due to the claims payment freeze the week of August 14.



ACH Debit / Credit or Wire Transfer • ADP prefund amount is

“evergreen” and does not invoice annually.

• ADP will refund your current prefund during the claims payment freeze period.

• ADP issues payments from the ADP bank account.

• ADP issues participant payments daily.

• Funds Requests are available on the ADP Client Command Center (CCC) daily or weekly, based on activity.

• Employer’s designated funding contact receives a daily or weekly email when the Funds Requests is available.

• Funding is pulled from the Employer bank account on the second business day.


ACH Debit / Credit or Wire Transfer • WageWorks’ initial prefund will equal

the amount currently held by ADP. • Starting with the 2018 plan year,

WageWorks will prefund, annually, 15 days prior to the plan start.

• WageWorks issues payments on the WageWorks bank account.

• WageWorks issues participant payments daily.

• Funds Requests are available on the WageWorks Client Command Center (CCC) daily or weekly, based on activity.

• Employer’s designated funding contact receives a daily or weekly email when the Funds Request is available.

• Funding is pulled from the Employer bank account on the second business day.

• Funding for all products are on a single Funds Request.

• Client accounts are reconciled annually, within 180 days after the plan year ends.

• Prefunds roll from year to year, with adjustment(s) for an enrollment variance of 10% or more.

Completed by August 1, 2017 • Employers using ACH Debit for

funding must add WageWorks Bank Identification Number 4943351864 to their bank filters.

• Employers using ACH Credit or Wire Transfer for funding must use the new instructions for sending funds to WageWorks. Please see the Onboarding section of this website for more information on the remittance changes for wire transfers or ACH Credits.

• Employers need to retain the ADP listing on the bank filters to ensure a smooth transition.

• Employers must ensure that the bank filter limit is high enough to cover the prefund debit and the initial debit after the claims payment freeze, which will include multiple days.

• WageWorks will use the employer bank account information provided to ADP and currently authorized for funding.

• WageWorks will use the current Employer funding email address to deliver daily Funds Request.





• Checks over 180 days are stale-dated, either monthly or twice a year, and credit is returned to the client.


Reimbursement Features• Participants and dependents can use

debit cards, if applicable.• Check payments are secured by

a Positive Pay feature for fraud protection


• Checks over 180 days are stale-dated, quarterly, and funds are returned to the client.



Presentment – FSA and HRAThe information below applies to presentment clients using “Standard Reimbursement” (with or without card). Please note that the first disbursement from WageWorks was on August 21, 2017, and may have been significantly higher than normal, due to the claims payment freeze the week of August 14.



Wire Transfer • ADP issues payments on the ADP

bank account.• ADP issues participant payments

daily.• Employer funding contact logs

into the bank portal to obtain the amount due for all products.

• Employer funding contact downloads reporting from the bank portal.

• Employer wires funds daily to designated bank account.

Wire Transfer • WageWorks issues payments on

the WageWorks bank account.• WageWorks issues participant

payments daily.• Employer funding contact logs

into the bank portal to obtain the amount due for all products.

• Employer funding contact downloads reporting from the bank portal.

• Employers wire funds daily to designated bank account.

• Client accounts are reconciled, annually, within 180 days after the plan year ends.

Completed by August 21, 2017 • Employers using Wire Transfer

for funding must use the new instructions for sending funds to WageWorks Your Service Representative will provide instructions.

• For a brief interim, Employers will be required to wire funds to both the ADP and WageWorks bank accounts to cover the daily payments presented.


use debit cards, if applicable.• Payments issued by check,

cards and/or direct deposit are consolidated into a single, daily amount due.

• Check payments are secured by a Positive Pay feature for fraud protection.



use debit cards, if applicable.• Payments issued by check,

cards and/or direct deposit are consolidated into a single, daily amount due.

• Check payments are secured by a Positive Pay feature for fraud protection.


• Checks over 180 days are voided, quarterly, and a list of the voided checks is provided to the employer.


COBRA AND DIRECT BILL PAYMENT CHANGESClient and participant communications for these changes began in July.

CLIENT EXPERIENCE

You’ll continue receiving your premium payments by the 10th of each month. The first WageWorks-issued premium disbursement is scheduled for October, for premiums collected in the month of September. You’ll receive notification from a WageWorks email account when the supporting Premium Distribution Report (PDR) is available on the BeneDirect website.

If you currently make subsidy or negative PDR payments, you’ll be contacted with new funds wiring instructions for WageWorks.


New Lockbox A new WageWorks lockbox went live on August 1, 2017. We prepared participants for the upcoming change by including an insert with the monthly invoices and coupons sent in July and August.

Invoice letters and coupons generated in August or after will reflect the new WageWorks payment address. Checks made payable to ADP will be honored, and payments received at the old lockbox will be forwarded to the new lockbox for a designated time period.

New Bank A new WageWorks bank became effective September 1, 2017. During the transition, COBRA/Direct Bill payment processing and check payments for COBRA were not impacted in any way.

Prepayments Beginning in August, participants were refunded for any prepayments beyond the September coverage month. Refund checks were accompanied by a letter advising how and when prepayments can be submitted to WageWorks.

Payment Options Participants will have the same 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 this fall.

ACH authorizations are specific to the individual entity or party. This means that participants using recurring ACH payments must authorize WageWorks to process their COBRA or Direct Bill debit without interruption. A variety of communications, including email, letters and website banners, have been used to inform impacted participants of this requirement.

Check payments should be sent to the new WageWorks BNY Mellon lockbox, as indicated on the monthly billing coupon. Payments received by check will be processed continuously with no interruption.


SENDING FILES TO WAGEWORKS (FTP for COBRA and CHSA)WageWorks receives all files via our secure FTP site. To ensure the continuance of your plan administration, you must update your File Transfer Protocol (FTP) from ADP to WageWorks, beginning in fall 2017. You’ll only need to update the destination address. Please note that there will be no change to required file formats and no change to the file upload process through the Client Command Center (CCC) website.

TIMING

The FTP migration began in early summer 2017. The initial phase established client login credentials and tested connectivity to the designated FTP site. WageWorks will contact you in early fall 2017 when we’re ready to start receiving your production files.

ENGAGEMENT

It’s extremely important that your account has the correct file contact(s) listed. WageWorks will partner with the designated contact(s) to support timely communication and coordinate efforts with your carriers to ensure a successful transition. We’ll work directly with the carriers to establish a new FTP process and implement files to their existing specifications.

NEXT STEPS

Beginning early summer 2017, your FTP contact(s) should have received an email communication providing details for the new FTP location and login credentials. Your FTP contact(s) were asked to send a test file to ensure successful connectivity. Again, no change is required at this time. We’ll notify your FTP contact(s) when the change to production is ready.

COBRA CARRIER FILESTIMING

The conversion of carrier files will be completed in two phases.

• If your COBRA eligibility is sent separately from your active enrollees, you’ll be converted in Phase 1, to be completed in 2017.

• If your COBRA files are merged with other ADP CES products, you’ll be converted in Phase 2. Work for Phase 2 will begin in late 2017, with a projected completion date in late spring 2018. During the transition, we’ve arranged for your carriers to receive a combined file from ADP and WageWorks.

ENGAGEMENT

WageWorks’ primary outreach will be to carrier contact(s), informing them that:

• WageWorks is now the third-party administer for your COBRA and/or Direct Bill benefits.• Carrier file specifications will need to be rebuilt under WageWorks. • Files transmission will originate from WageWorks, following testing, in fall 2017.• WageWorks will require new FTP credentials with the carrier.

Carrier communications have already begun. Although no client action is planned at this time, WageWorks may ask you to intercede if a carrier is unresponsive. Your support will help ensure the carrier is appropriately engaged and communicating with us in a timely manner.


ONBOARDING QUESTIONS AND ANSWERSSince WageWorks acquired ADP’s CHSA and COBRA lines of business last November, we’ve been carefully reviewing service levels, processes and procedures to ensure we deliver the quality, and customer service that you and your employees expect through the onboarding process and beyond. The Frequently Asked Questions (FAQs) on the following pages will provide answers to many questions you may have about the onboarding process, including re-contracting, fee billing, CHSA and COBRA/Direct Bill servicing, Money Movement and more. Remember, with the exception of our new mobile app, there will be no changes to the systems you and your participants use.

We hope you find these FAQs helpful. If you have additional questions, please email us at [email protected].

RE-CONTRACTING FAQS Why do we need a WageWorks contract (‘Order Form’)?

WageWorks must establish a direct, legal relationship with you to act as your organization’s third-party administrator for CHSA and/or COBRA/Direct Bill. The contract is presented as an Order Form and includes WageWorks’ standard terms and conditions for the CHSA and COBRA/Direct Bill services. The WageWorks terms and conditions are very similar to those you had with ADP prior to the acquisition in November 2016.

What contract-related actions will I or my organization need to take?

Your organization will need to review and sign a WageWorks contract, which will be sent via email. To ensure receipt of the email and the enclosed contract, please be sure that your organization, as well as individual contacts within your organization, have added “@echosign.com” to their list of trusted senders. WageWorks should be added to your bank account filter immediately after signing your WageWorks contract. WageWorks will pre-note your bank account to ensure that we’re able to debit fees. Administrative fees will be debited from your designated bank account under WageWorks’ ACH Company Identification Number 1943351864 AND N943351864.

What if our organization didn’t receive the WageWorks contract email?

WageWorks requested the name, title and email address of your organization’s designated contact(s) in a welcome email a few months ago. Unless you designated alternate contacts, the contract will be sent to the primary contact noted in ADP’s CHSA and/or COBRA/Direct Bill database. If the contract email is not received or recovered in email spam/junk folders, you may request a replacement email from [email protected]. In the request, please be sure to include the name, title and email address of the individual(s) to whom the contract should be sent.

How will we know if WageWorks received our signed contract?

The individual who electronically signs the document will receive an email confirmation, along with a PDF copy of the signed contract, stating that your contract is ‘Signed and Filed.’ WageWorks will then review your contract and contact you with any questions

Can I forward the email if I’m not the correct person to sign contracts for my organization?

No. Please do not forward the email. If you’re not the designated party to sign the contract on behalf of your organization, use the delegate function to forward the contract to your organization’s authorized signer by clicking the link provided in the email.


If I don’t want to sign the contract electronically, may I fax it instead?

Yes. You may print, sign and fax a copy of the contract by following the below steps. 1. Open the link in the email you receive. 2. You’ll be taken to an Adobe Sign website that will display the contract. 3. In the upper left corner of the Adobe Sign page, click the link for “Alternative Actions.” 4. Select “I will sign and fax back” to print the contract. Once printed, you can review, sign the paper copy and fax it to WageWorks. The fax number is noted on the personalized fax cover sheet included with the contract. Please be sure to include the fax cover sheet with your fax transmittal.

How can I obtain a copy of the signed contract?

Once the contract is electronically signed or faxed, a PDF copy of the executed contract is emailed to the individual within your organization who signed it.

Does the WageWorks contract differ from the ADP contract?

The WageWorks contract is a concise set of terms and conditions that are very similar to the standard set of ADP contract terms. You’ll note changes in structure and terminology between the two contracts, but the rights, responsibilities and obligations described in each contract are very similar.

You’ll also note a few new provisions, which relate to regulatory requirements:

i) Third-Party Administrator provisions required by the Commonwealth of Massachusetts and State of Tennessee to enable WageWorks to maintain its license as a third-party administrator in those jurisdictions; and

ii) The National Automated Clearing House Association (“NACHA”) provision, which enables WageWorks to originate Automated Clearing House (“ACH”) transactions on behalf of a client.

No changes that would adversely impact clients or the services they receive were made to contract terms.


Can we get a contract term that is less than the standard three years?

The standard term for a WageWorks contract is three years with an option for either party to terminate with 30 days’ notice after the first 12 months.

How do I get assistance with my questions about the WageWorks contract?

Please send questions via email to [email protected]. A member of the team will review your inquiry and respond as soon as possible. Please note that response times may vary due to high volumes.

If my organization has services in addition to CHSA and/or COBRA/Direct Bill, what happens with my ADP contract?

As of the “Agreement Start Date” noted in the WageWorks contract, CHSA and/or COBRA/Direct Bill services will be administered pursuant to the terms and conditions in the WageWorks contract. The WageWorks contract will supersede (replace) the CHSA and/or COBRA/Direct Bill contract you had with ADP. For any additional services contracted with ADP, your ADP contract will remain in effect, and those services will continue to be administered in accordance with the ADP contract.

As a special case client (such as Public Sector), what is the process for modifying certain contract provisions for which we’re required to have an accommodation?

If your organization is subject to regulations or requirements that would necessitate the addition or modification of certain provisions in the contract, you can contact us via email at [email protected] and a member of our team will respond as soon as possible. Please note that response times may vary due to high volumes.

If our ADP fees were different, can we get a WageWorks contract that reflects our current ADP pricing?

We are striving to make your fees price neutral on your first WageWorks contract however, in some cases, we are unable to honor the same pricing you received with ADP. If you would like to discuss the pricing differences for any reason or have the fees presented to our management team for review, please email [email protected].

CHSA CLIENTS ONLY My Plan funding comes from a different account than what I see in the banking block authorization for administrative fees. How will you collect banking information for funding purposes?

Your CHSA funding information resides in the secure database and systems WageWorks acquired from ADP. We will continue using this banking information for funding activities. The transfer of this information is addressed in the recital of the contract you’ll receive from WageWorks.


FEE BILLING FAQS What must my organization do before we can receive and pay WageWorks invoices?

There are a few steps your organization must complete before you can receive and pay invoices from WageWorks: 1. Review, sign and return a WageWorks contract for the CHSA and/or COBRA services your organization was

previously receiving from ADP.

2. Establish WageWorks as a vendor in your organization’s Accounts Payable system. The WageWorks W-9 is available on the onboarding website.

3. Ensure the designated billing contact(s) in your organization whitelist the email address [email protected]. Please refer to the “Email Whitelisting” section in this guide for additional information on receiving emails from WageWorks.

4. If fees are paid by ACH debit, please update your bank filters to permit WageWorks’ ACH Company IDs, 1943351864 and N943351864 (for MUFG Union Bank – 4386) to debit your account.

5. If fees are paid by any other method, please ensure your Accounts Payable group reviews the “Billing for Administrative Fees – Paying Administrative Fees” section of this guide.

6. If you need to update your banking information, please reach out to your Client Services team.

When will WageWorks begin invoicing my organization for administrative fees?

You’ll begin receiving invoices after the “Billing Activation Date” identified in the “Welcome” email you’ll receive after submitting your signed contract with WageWorks. Typically, the Billing Activation Date will be the same as your “Agreement Start Date,” but in some instances, the Billing Activation Date may be different. The Welcome email will state your Billing Activation Date. As an example, if your Agreement Start Date is August 1, 2018, you’ll receive your first WageWorks invoice(s) for administrative fees as follows:

• Consumer Health and Spending Accounts (CHSA) – Billed in August for the current month, and/or • COBRA/Direct Bill – Billed in Septesmber for the prior month.

For more information, including pertinent details you should provide your Accounts Payable group, please review the ‘Billing for Administrative Fees’ section on the onboarding website.

Will the process for submitting billing payments change?

Yes. The emailed administrative fee invoice(s) you’ll receive from WageWorks will contain detailed remittance instructions, based upon the payment method outlined in your contract.

• For check payments, the remittance address will reflect the WageWorks administrative fees lockbox address:WageWorks, Inc.P.O. Box 45772San Francisco, CA 94145-0772

• For electronic payments (ACH credit or wire transfers), the receiving bank account will be the WageWorks bank (UB 4386). MUFG Union Bank, N.A., Account #: 3120004386, Routing #: 122000496.

• For ACH debit transactions, your designated account will be debited by the WageWorks bank (UB 4386). For more information, including pertinent details you should provide your Accounts Payable group, please review the ‘Billing for Administrative Fees’ section on the onboarding website.

http://chsacobra.wageworks.com/onboarding.html

http://chsacobra.wageworks.com/onboarding.html


Will there be changes to how or when my COBRA/DB administrative fees are billed?

Only the date you receive your invoice may change. WageWorks’ COBRA/DB invoices will be emailed on or around the 8th of each month, and will continue being billed based on the participant count in the prior month (arrears). ADP also billed in arrears on or around the 5th of each month.

During the first month of your contract with WageWorks, you’ll receive a final COBRA/Direct Bill invoice from ADP, on or around the 5th of that month, for services in the prior month.

Will there be any changes to how my COBRA annual enrollment fees are billed or when I will receive the invoice?

Yes. For COBRA annual enrollment fees, ADP provided a separate invoice. WageWorks includes annual enrollment fees on your regular service invoice, with the exception of postage, which will remain as a separate invoice. Both the regular service invoice, including the annual enrollment fees, and the postage invoice may generate on the same billing date.

Will there be any changes to how or when my CHSA administrative fees are billed?

Yes. WageWorks’ CHSA invoices will be emailed on or around the 23rd of each month and are billed based on the participant count in the current month. ADP billed CHSA services in arrears during the third week of each month.

During the first month of your contract with WageWorks, you’ll receive two CHSA invoices:

1. A final CHSA invoice from ADP, due for services in the prior month; and

2. The first CHSA invoice from WageWorks, due for services in the current month.

After the initial month of your contract, you’ll only receive an invoice from WageWorks, on or around the 23rd of the month, for services in the current month.

Who do I contact if I have a question on my Administrative Fees invoices from WageWorks?

Please follow your normal process and contact your CHSA or COBRA Client Services teams.

What must my organization do before we can receive and pay WageWorks invoices?

There are a few steps your organization must complete before you can receive and pay invoices from WageWorks:

1. Review, sign and return a WageWorks contract for the CHSA and/or COBRA services your organization was previously receiving from ADP.

2. Establish WageWorks as a vendor in your organization’s Accounts Payable system. The WageWorks W-9 is available on the onboarding website.

3. Ensure the designated billing contact(s) in your organization whitelist the email address AccountsReceivable@ wageworks.com. Please refer to the ‘Email Whitelisting’ section in the onboarding website for additional information on receiving emails from WageWorks.

4. If fees are paid by ACH debit, please update your bank filters to permit WageWorks’ bank (MUFG Union Bank – 4386) to debit your account.

5. If fees are paid by any other method, please ensure your Accounts Payable group has reviewed the ‘Billing for Administrative Fees – Paying Administrative Fees’ section on the onboarding website.


When will WageWorks begin invoicing my organization for administrative fees?

You’ll begin receiving invoices after the “Billing Activation Date” identified in the “Welcome” email you’ll receive after submitting your signed contract with WageWorks. Typically, the Billing Activation Date will be the same as your “Agreement Start Date,” but in some instances, the Billing Activation Date may be different. The Welcome email will state your Billing Activation Date. As an example, if your Agreement Start Date is August 1, 2017, you’ll receive your first WageWorks invoice(s) for administrative fees as follows:

• Consumer Health and Spending Accounts (CHSA) – Billed in August for the current month, and/or

• COBRA/Direct Bill – Billed in September for the prior month.


Will the process for submitting billing payments change?

Yes. The emailed administrative fee invoice(s) you’ll receive from WageWorks will contain detailed remittance instructions, based upon the payment method outlined in your contract.

• For check payments, the remittance address will reflect the WageWorks administrative fees lockbox address.

• For electronic payments (ACH credit or wire transfers), the receiving bank account will be the WageWorks bank (UB 4386). MUFG Union Bank, N.A., Account #: 3120004386, Routing #: 122000496.

• For ACH debit transactions, your designated account will be debited by the WageWorks bank (UB 4386).


Will there be changes to how or when my COBRA/DB administrative fees are billed?

Only the date you receive your invoice may change. WageWorks’ COBRA/DB invoices will be emailed on or around the 8th of each month, and will continue being billed based on the participant count in the prior month (arrears). ADP also billed in arrears on or around the 8th of each month.

During the first month of your contract with WageWorks, you’ll receive a final COBRA/Direct Bill invoice from ADP, on or around the 5th of that month, for services in the prior month.

Will there be any changes to how or when my CHSA administrative fees are billed?

Yes. WageWorks’ CHSA invoices will be emailed on or around the 23rd of each month and are billed based on the participant count in the current month. ADP billed CHSA services in arrears during the third week of each month.

During the first month of your contract with WageWorks, you’ll receive two CHSA invoices:

3. A final CHSA invoice from ADP, due for services in the prior month; and

4. The first CHSA invoice from WageWorks, due for services in the current month.

After the initial month of your contract, you’ll only receive an invoice from WageWorks on or around the 23rd of the month for services in the current month.

Who do I contact if I have a question on my Administrative Fees invoices from WageWorks?

Please follow your normal process and contact your CHSA or COBRA Client Services teams.


CHSA SERVICING FAQSCLIENT EXPERIENCE

Will my Client Service contact(s) or information change (e.g., phone, email, etc.)?You should continue to contact your CHSA Client Service Team as you do today. However, service is a constant priority and we’re reviewing the current service model to determine if and where any improvements may be made. We’ll communicate with you before implementing any changes that affect your service model.

To ensure that you can receive important communications, please whitelist emails from @WageWorks.com. You can review the section ‘Email Whitelisting’ in this guide for additional information about receiving emails from WageWorks.

Will the way I manage my account change (i.e., Client Command Center website)?Except for the usual release/enhancement mechanism, there will be no immediate changes to the Client Command Center (CCC) website. You’ll continue to have all of the functionality that you currently have.

At a future date, the website address (URL) will change from adp.com to wageworks.com. We’ll advise you prior to this change but, at this time, we don’t anticipate that any action will be required on your part.

Who do I notify if I want to change my services (e.g., add/remove service, etc.)?Please contact your WageWorks CHSA Client Service Team to initiate any changes to your CHSA services.

If I have other ADP products and services, like Benefits or Payroll, do I still contact ADP?Yes. You should continue contacting ADP for any services you have outside of CHSA and/or COBRA/Direct Bill. Please contact your current WageWorks Client Service Team for CHSA support.

Will there be any changes for my upcoming Annual Enrollment (AE) period?Plans starting before January 1, 2018, may still see ADP branding on AE materials. Plans starting on or after January 1, 2018, will see WageWorks branding on AE materials.

Most clients will see no operational changes to their AE process. However, if you submit enrollment files via FTP, please review the sections on ‘Sending Files to WageWorks’ and ‘Email Whitelisting’ in this guide. These sections contain important information about the WageWorks FTP process and the applicable IP addresses.

Who do I contact regarding CHSA appeals?You may send appeals correspondence to:

Spending Account Operations Attn: Appeals DepartmentPO Box 34700 Louisville, KY 40232

Is the CHSA appeals process or associated fax number changing?No. There are no changes currently planned for the appeals process or fax number. However, we continually review all of our business processes to determine where and if improvements may be made. We will communicate with clients prior to implementing any changes that will affect you or your participants.

Who do we contact if there is a CHSA compliance incident?If you believe that a CHSA compliance incident has occurred, please contact your CHSA Client Service Team


immediately. Your Client Service Team will work directly with you on remediation.

Who do I contact if I have questions about my contract?If you have questions about your existing contract or if you have questions about a new contract received from WageWorks, you may contact your Client Service Team.

For the new WageWorks contract, you may also email the Re-contracting Team at [email protected].


Will the participant customer service information change (e.g., phone, email, claims fax/mail, etc.)?No. Participants will continue to contact service, submit claims and/or remit payments using the same phone/fax number, email address and P.O. Box addresses.

Will there be changes in how participants manage their account (i.e., participant website)?Except for the usual release/enhancement mechanism, there will be no immediate changes to the participant website. They’ll continue to have all of the functionality that they currently have.

At a future date, the website address (URL) will change from adp.com to wageworks.com. We’ll advise you and your participants prior to this change but, at this time, we don’t anticipate that any action will be required on your or your participants’ part.

Will there be any changes to the online ordering experience for Commuter Spending Accounts?No. The service experience remains exactly the same and participants will have full access to their ordering history and recurring orders. Additionally, neither order fulfillment nor deliver will be impacted.

Will there be any changes to the CHSA debit card?CHSA debit cards will continue to work as they do today, including communications and procedures. Substantiation requirements will remain in place and, where possible, we’ll continue to auto-substantiate per the usual methods.

Newly issued cards began reflecting WageWorks branding in summer 2017. However, participants who have an existing ADP-branded card should continue using that card until its expiration date.

HEALTH SAVINGS ACCOUNTS (HSA) FAQS

Will the custodial bank for HSAs change?No. UMB will remain as the custodial bank for HSAs. Will there be any changes for HSA deposits?Yes. There are positive changes to the HSA funding process for both clients and participants.

Participant contributions will be available for use two business days after the contribution file is processed by WageWorks, a reduction from three business days.

HSA funds payments will be made directly to WageWorks rather than to UMB. This change provides for one report and one payment that covers all CHSA account types, reducing your administrative processes.

Will the participant customer service information change (e.g., phone, email, fax/mail, etc.)?No. Participants will continue to manage their account and contact service, at either WageWorks or UMB, using the


same phone/fax number and email addresses.

Will there be changes in how participants manage their account (i.e., participant website)?No. Except for the usual release/enhancement mechanism, there will be no immediate changes to the participant website. They’ll continue to have all of the functionality that they currently have.

At a future date, the website address (URL) will change from adp.com to wageworks.com. We’ll advise you and your participants prior to this change but, at this time, we don’t anticipate that any action will be required on your or your participants’ part.

COBRA SERVICING FAQSCLIENT EXPERIENCE

Will my Client Service contact(s) or information change (e.g., phone, email, etc.)?You should continue to contact your COBRA Client Service Team as you do today. However, service is a constant priority and we’re reviewing the current service model to determine if and where any improvements may be made. We’ll communicate with you before implementing any changes that affect your service model.

To ensure that you can receive important communications, please whitelist emails from @WageWorks.com. You can review the section ‘Email Whitelisting’ in this guide for additional information about receiving emails from WageWorks.

Will the COBRA website change?No. Except for the usual release/enhancement mechanism, there will be no immediate changes to the BeneDirect website. You’ll continue to have all of the functionality that you currently have.

At a future date, the website address (URL) will change from adp.com to wageworks.com. We’ll advise you prior to this change but, at this time, we don’t anticipate that any action will be required on your part. Who do we notify if we need to change our COBRA services? (e.g., add/remove division, etc.)Please contact your WageWorks Client Service Team to initiate any changes to your COBRA services.

If I have other ADP products and services, like Benefits or Payroll, do I still contact ADP?Yes. You should continue contacting ADP for any services you have outside of COBRA/Direct Bill and/or CHSA. Please contact your current WageWorks Client Service Team for COBRA/Direct Bill support.

Is the COBRA appeals process or associated fax number changing?No. There are no changes currently planned for the appeals process or fax number. However, we continually review all of our business processes to determine where and if improvements may be made. We will communicate with clients prior to implementing any changes that will affect you or your participants.

Who do I contact regarding COBRA appeals?The mailing address and primary contact for COBRA appeals is:

WageWorks COBRA AppealsAttn: Sue Zirock13560 Morris RoadSte. 2550, South Tower


Alpharetta, GA 30004

Will there be any changes to the ACA data process?No. The ACA reporting process will not change. You’ll be able to retrieve your 2017 ACA COBRA data from the BeneDirect website in early 2018.

Clients who utilize an ACA reporting vendor, such as ADP Health Compliance Solutions, will continue to have their ACA COBRA data collected and reported by the vendor, and vendor will send the 1095-C.

Who do we contact about a COBRA compliance concern?If you believe that a COBRA compliance incident has occurred, please contact your COBRA Client Service Team immediately. Your Client Service Team will work directly with you on remediation.

Who do I contact if I have questions about my contract?If you have questions about your existing contract or if you have questions about a new contract received from WageWorks, you may contact your Client Service Team.

For the new WageWorks contract, you may also email the Re-contracting Team at [email protected].


Will the participant customer service information change (e.g., phone, email, mail, etc.)?No. Participants will continue to contact service using the same phone/fax number, email and correspondence mailing address.

Will there be changes to any of the participant notices?Unless mandatory updates are made by the Department of Labor (DOL) or any other governing entity, the only changes to participant notices will be the WageWorks branding.

Will there be a change to where or how participants remit premium payments?Yes. The payment lockbox address for check payments will change to WageWorks’ bank (BNY Mellon). Participants will be notified of this change by multiple methods.

The online ACH payment process will not change. However, there will be a short payment freeze to accommodate the change from ADP’s bank to WageWorks’ bank. Participants with recurring ACH payments will need to authorize WageWorks for ACH debits.

You can learn more about the payment changes in the ‘COBRA and Direct Bill Payment Changes – Participant Experience’ section of this guide.

Will there be changes in how participants manage their account (i.e., participant website)?No. Except for the usual release/enhancement mechanism, there will be no immediate changes to the participant website. They’ll continue to have all of the functionality that they currently have.

At a future date, the website address (URL) will change from adp.com to wageworks.com. We’ll advise you and your participants prior to this change but, at this time, we don’t anticipate that any action will be required on your or your


participants’ part.

CHSA MONEY MOVEMENT FAQSWill there be a final reconciliation of our ADP CHSA activity prior to transitioning our CHSA funding to WageWorks?Yes. CHSA funding activities will transition to WageWorks on August 21, 2017, and there will be a final reconciliation of CHSA activity under ADP prior to this transition. After September 1, the reconciliation will be available to you, upon request from your Service team, and will reflect any balances due to or from ADP.

Will CHSA claims payments be impacted by the transition to WageWorks?Yes. Beginning August 14, 2017, there will be a one-week claims payment freeze to facilitate the banking transition. New claims and deposits received by WageWorks will be held and processed immediately following the claims freeze period.

What steps must we take to ensure WageWorks can debit our CHSA bank account?To prepare for CHSA funding debits from WageWorks, you must contact your bank and request that WageWorks be added to your bank account filters to permit ACH debits. You can locate details about banking filters in the Onboarding section of this website or add the number below. Please note that WageWorks will perform a pre-note in early August to confirm ACH debit readiness. Please retain the ADP listing on the bank filters through October 31, 2017 to ensure a smooth transition.

WageWorks Bank Identification Number for Funding: 4943351864

We use the ADP company ID and origin ID from our bank statement to identify debits for funding and this feeds into our general ledger. Will this information change for WageWorks?Yes. WageWorks is establishing new bank accounts to manage this process. As a result, a new company ID and origin ID for all WageWorks banking transactions will be reflected in your account.

WageWorks Bank Identification Number for Funding: 4943351864 We currently pay our CHSA funding invoices to an ADP account at Wells Fargo Bank. Will we continue sending our payments to the same bank account?No. WageWorks’ bank will require new CHSA funding remittance instructions. Please see the Onboarding section of this website for more information on the remittance changes for wire transfers or ACH Credits. Please note that bank filters must be updated by August 1, 2017 to permit WageWorks to debit the account.

What happens if some of our participants have claim reimbursement checks they haven’t cashed?Beginning August 7, 2017, ADP will void all uncashed checks with an issue date on or before May 31, 2017, and your account will be credited for these funds. On September 20, 2017, ADP will void all remaining uncashed checks with issue dates prior to the banking transition, which is scheduled to occur on or around August 11, 2017. Checks within 180 days of the original issue date will be automatically reissued by WageWorks in late September. Checks older than 180 days from the original issue date can be reissued at your request or you will leave them voided under the standard Stale Dated Check process.

Will our CHSA bank account balances be transferred to WageWorks?No. ADP will close, reconcile and return all balances to your designated CHSA bank account prior to October 1, 2017.

If we paid a prefund for our CHSA claims, will those funds be returned?Yes. ADP will return your prefund after all claim/deposit activities have ceased and account reconciliation, which is scheduled to on or around August 18, 2017. WageWorks will invoice you on August 21, 2017 for a new prefund amount, which will be paid directly to WageWorks. Your ADP prefund will be returned prior to the due date for the WageWorks


prefund invoice. If preferred, your organization can move to the daily funding model, which requires no prefund. You can request to change your funding model by contacting your client service team.

Will we continue to use the Client Command Center to obtain our Funds Requests?Yes. There will be no change in the way you use the Client Command Center to obtain reports, including the Funds Requests.

COBRA MONEY MOVEMENT FAQS

ADP collects our COBRA and Direct Bill premiums and credits them to us via ACH each month. Will we continue to receive these monthly ACH credits?Yes. If you currently receive your collected monthly premiums by ACH credit, you’ll continue receiving a monthly credit from WageWorks.

ADP collects our COBRA and Direct Bill premiums and sends them to our insurance carriers via ACH each month. Will our carriers continue to receive these monthly ACH payments?Yes. If your insurance carriers currently receive collected monthly premiums by ACH credit, they’ll continue receiving a monthly credit from WageWorks.

Will I still receive email notifications when my Premium Distribution Report (PDR) is posted to BeneDirect?Yes. Your Premium Distribution Report (PDR) will continue to be available on the BeneDirect website on the 10th of each month, and an email notification will be sent when it’s processed and posted. All other web-based reports will also continue to be available.

Please note that the email sender will change to a WageWorks email address in early fall. Please work with your IT department to ensure @wageworks.com is listed as a trusted sender with your organization. Where should I send checks for subsidies or negative PDR amounts?All checks should be sent to:

WageWorks, Inc. ATTN: Money Movement Team2575 Westside Parkway, Suite 500 Alpharetta, GA 30004

Some of our participants prepay their COBRA coverage several months in advance. Will those prepayments transfer to WageWorks?No. Beginning early August, participants will receive refunds for prepayments sent to ADP that cover periods after September. A letter explaining the new process will accompany the refund check and will advise participants how and when they can submit prepayments to WageWorks.

Some of our participants have established recurring ACH payments for their COBRA coverage. Will the existing ACH payment authorizations transfer to WageWorks?No. ACH authorizations are specific to the individual entity or party. This means that participants using ACH payments must authorize WageWorks to process their COBRA or Direct Bill debit without interruption. A variety of


communications, including email, letters and website banners, will be used to inform impacted participants of this requirement.

Will our COBRA and Direct Bill participants still have all of the current payment options (check, recurring ACH or one-time ACH through the BeneDirect website)?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 this fall.

Will the mailing address for COBRA or Direct Bill check payments change?Yes. Beginning in August, COBRA or Direct Bill check payments should be mailed to a new lockbox associated with WageWorks’ bank (BNY Mellon). Participants will receive notice of this change via their monthly invoices. All invoices will reflect the new BNY Mellon lockbox address.

What if participants mail their payments to the old ADP lockbox address?For a designated time period, payments received at the old lockbox will be forwarded on a daily basis to the new WageWorks BNY Mellon lockbox.

What if participants send checks made payable to ADP?If WageWorks receives a COBRA or Direct Bill check made payable to ADP, we will still be able to process the payment.

Will there be any disruption to participant payment processing during this transition?Check payments will be accepted and processed continuously.

FTP FAQS

Will there be any changes to how my organization or our partner vendors submit files?Yes. Although the file specifications for CHSA and/or COBRA/DB will not change, WageWorks receives files via a secure FTP site and we’ll work with you and/or your vendors to have your files directed to WageWorks, beginning fall of 2017.

You can review the ‘Sending Files to WageWorks,’ ‘Carrier Files,’ and ‘Email Whitelisting’ sections in this guide for additional information and IP addresses.

When will the FTP/EDI process transition to WageWorks?The FTP/EDI process will transition in phases, beginning in summer 2017. This will include communicating with and providing new login credentials to your FTP/EDI contacts, testing connectivity and moving to production. We plan to complete the transition in fall 2017.


Will the FTP/EDI transition require any programming or formatting changes on our part?Yes. The location for file delivery and receipt will change and new login credentials for the WageWorks’ FTP site will be provided. As a reminder, there will be no changes to the current file specifications.



Are there any actions required from my organization or our carriers/vendors?WageWorks will work directly with your carriers/vendors to establish the new FTP/EDI process and to implement files that meet the carrier’s/vendor’s specifications.

If a carrier/vendor is unresponsive, WageWorks may ask you to intercede. Your support will help to ensure the carrier is appropriately engaged and communicating with us in a timely manner.


Will the contacts for ongoing file support change?No. You should continue to contact your CHSA/COBRA EDI 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.

To ensure that you can receive important communications, please whitelist emails from @WageWorks.com. You can review the ‘Email Whitelisting’ section in this guide for additional information about receiving emails from WageWorks. COBRA CARRIER ENROLLMENT (CES) FAQS

Will there be changes for the files being sent to our carriers/vendors for COBRA coverage?Yes. We’ll work closely with you and your carriers/vendors to establish new files directly from WageWorks. The process will transition in two phases, beginning summer 2017. The transition will include communicating with and providing new login credentials to your carrier’s/vendor’s FTP/EDI contacts, testing file setup, testing connectivity, and moving to production. We plan to complete the first phase of the transition by fall 2017.

The second phase of the transition will begin fall 2017, with an estimated completion of late spring 2018. This phase will transition clients whose files contain data for other ADP products along with CHSA and/or COBRA. We’ve arranged to continue sending carriers/vendors a combined file from ADP and WageWorks in the interim.

If a carrier/vendor is unresponsive, WageWorks may ask you to intercede. Your support will help to ensure the carrier is appropriately engaged and communicating with us in a timely manner.

To ensure you can receive important communications from us, please whitelist emails from @wageworks.com and review the ‘Email Whitelisting’ section in this guide. Your carriers/vendors should also whitelist emails from @wageworks.com.

Will the transition of carrier/vendor files impact our upcoming Annual Enrollment (AE) period?No. Your annual enrollment processes will not change, and you’ll work with your current client service team. Carriers/vendors will receive all pertinent enrollment data to ensure continuous coverage for your participants.

Are any actions required from my organization or our carriers/vendors?Yes. WageWorks will work directly with your carriers/vendors to establish a new, secure FTP/EDI process, and implement and test the files to their specifications.

As the client, we may need your support to ensure the carrier/vendor engages and communicates with us in a timely manner throughout the work effort.


APPENDICESCONTENTS

Appendix A – Form W-9 Sample . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29Appendix B – Monthly Fee Invoice Email Sample . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30Appendix C – Monthly Invoice Sample (Wire, ACH, Credit, Check) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31Appendix D – Monthly Invoice Sample (Wire, ACH, Credit) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32


APPENDIX AWageWorks Form W-9 Sample. Please download an original copy from our onboarding website at https://www.wageworks.com/chsacobra/onboarding.html and provide to your finance group.


APPENDIX BCHSA and/or COBRA/Direct Bill – Monthly fee invoice email.


APPENDIX CCHSA and/or COBRA/Direct Bill – Monthly fee invoice for payments to be made by wire, ACH, credit or check.


APPENDIX DCHSA and/or COBRA/Direct Bill – Monthly fee invoice for payments to be made by wire, ACH or credit.

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