Question 1

What is important to inform the AH of when completing a manual password reset ?

Accepted Answer

To inform AH that the temporary password will need to be entered twice before a new password can be established.

Answer

A souse or qualifying dependent can change the password as well.

Answer

That the new password needs to be at least 8 characters.

Answer

That they will not need the new password to login into their BenefitWallet+ app.

Question 2

What are the three self-service options?

Accepted Answer

IVR, Web app, Online.

Answer

RVR, Web app, IVR

Answer

IVR, Online, Call in

Answer

Online, Web app, TTY

Question 3

What happens when an AH does not log into their account after 60 days?

Accepted Answer

A verification code will need to be sent to gain access.

Answer

A spouse or dependent can receive an verification code as well.

Answer

They receive a email as a reminder.

Answer

The AH has to open a new account.

Question 4

If an AH wants to to request reimbursement and needs help where and how is this done?

Accepted Answer

Assist AH by going into web view / My Money/ (add bank).

Answer

The AH has to contact the provider.

Answer

Assist AH by going to the resource center.

Answer

Assist AH by using the pay provider button.

Question 5

What needs to be checked daily regarding client updates?

Accepted Answer

TBO client update

Answer

TBA client update

Answer

It only needs to be checked on Mondays.

Answer

TBO client changes

Question 6

If the system requests full account number of AH, what does this indicate?

Accepted Answer

The AH will not have a online account.

Answer

The AH has closed their account.

Answer

The AH has to download benefitwallet+ first.

Answer

The AH is not enrolled in BenefitWallet.

Question 7

What must always be asked to the AH when setting a call back.

Accepted Answer

Is this the best phone number to call you back at and permission to leave to a detailed message if unable to reach you.

Answer

Permission to call back AH after 8:00 PM and confirming the best number to be reached at.

Answer

Nothing, the AH understood

Answer

Permission to leave a detailed message and email.

Question 8

How many days does it take to receive the DC and what else must be provided to AH regarding envelope description?

Accepted Answer

The AH DC will arrive within 7-10 business days in a plain, white envelope.

Answer

The AH DC will arrive within 3-4 business days in a plain, white envelope.

Answer

The AH DC will arrive within 10-12 business days in a plain, white envelope.

Answer

The AH DC will arrive within 7-10 business days in a plain, blue envelope.

Question 9

If an AH has not received DC and wants to use their funds, are there are options?

Accepted Answer

Pay out of pocket and request for reimbursement or wait for card to arrive.

Answer

Nothing, they need to wait for the card to arrive.

Answer

Pay out of pocket and request for employer to add requested amount to be refunded out of their next pay period.

Answer

Pay out of pocket, there is no reimbursement until the card arrives and they activate it.

Question 10

For self-service options, what is the URL for online?

Accepted Answer

www.mybenefitwallet.com

Answer

www.benefitwallet.com

Answer

www.benefitwalletplus.com

Answer

www.mybenefitwalletconame.com

Question 11

How do you answer authentication questions when the provided answer is incorrect?

Accepted Answer

Always say thank you, if the AH is unable to answer correctly, refer the AH to www.benefitwallet.com.

Answer

Always let the AH know that is incorrect, and try and AH with hints.

Answer

Always say thank you, if the AH is unable to answer correctly, refer the AH to their employer.

Answer

If the AH is unable to answer correctly, refer the AH to www.benefitwallet.com.

Question 12

The AH has not HSA card issued, they will need to do what with their device?

Accepted Answer

They will need to authenticate their device.

Answer

They do not need to authenticate their device.

Answer

They will need to get a verification code.

Answer

They will need to authenticate their account by calling us.

Question 13

To ensure proper documentation, what can be said to the AH?

Accepted Answer

Ask for an itemized receipt and take a picture of it (before it may be misplaced), and keep their EOB.

Answer

Ask for an itemized receipt and take a picture of it (before it may be misplaced).

Answer

Ask for a receipt and take a picture of it (before it may be misplaced), and keep their EOB.

Answer

Ask for an itemized receipt and take a picture of it (before it may be misplaced), and take a picture of their insurance card.

Question 14

When assisting with USER ID, the AH must provide the following?

Accepted Answer

The email address that was provided for their Benefitwallet account and zipcode.

Answer

The email address that was provided for their Benefitwallet account and social security number.

Answer

Their work email address and the work zipcode.

Answer

The email address that was provided for their Benefitwallet account.

Question 15

An AH wants to know why some services require an AH to wait to use their funds?

Accepted Answer

Many services may require you to wait until your claim is processed and the amount owed has been determined.

Answer

This is false, daycare and medical services are based on monthly service prices and or the EOB is needed to determine actual costs.

Answer

Many services may require you to wait until your claim is processed and they have contacted us.

Answer

Many services may require you to wait until your claim is processed because there is a processing time frame.

Question 16

Do HSA AH have the ability to transfer funds to a personal account for reimbursement.

Accepted Answer

Yes.

Answer

No, because that would be illegal.

Answer

No.

Answer

Yes, if AH has a HSADC.

Question 17

What is the balance amount needed in order for an HSA AH to be eligible to invest?

Accepted Answer

1,000.00

Answer

Zero, the AH is never eligible to invest funds.

Answer

1,500.00

Answer

550.00

Question 18

What are HSA's subject to when used for non-qualified medical expenses?

Accepted Answer

The AH is subject to owing 10% tax on the amount spent and the applicable income tax on the amount.

Answer

The AH is subject to owing 15% tax on the amount spent and the applicable income tax on the amount.

Answer

The AH is not subject to owing 10% tax on the amount spent.

Answer

The AH is subject to owing 10% tax on the amount spent and once reimbursed, they will be refunded for the tax paid out of pocket.

Question 19

Where to go to when ordering checks?

Accepted Answer

My money center

Answer

My transactions

Answer

My bank info

Answer

Refer to Employer

Question 20

What is needed before an AH is able to order checks?

Accepted Answer

A master signature card must be submitted before receiving a checkbook.

Answer

A copy of their drivers license card must be submitted before receiving a checkbook.

Answer

A copy of their supervisors signature card must be submitted before receiving a checkbook.

Answer

A master signature card must be submitted before receiving a checkbook and the AH must have a minimum of $500 in their account balance.

Question 21

Where can an AH add a master signature card?

Accepted Answer

Go to the resource center

Answer

AH email this after scanning their signature and uploading it.

Answer

Go to the profile

Answer

Go the transaction detail

Question 22

What two regulations does the federal government specify when owing an HSA?

Accepted Answer

1. The level of plan coverage (married, single)

2. If the member has or will reach age 55 in the tax year.

Answer

1. No level of plan coverage is required.

2. If the member has or will reach age 55 in the tax year.

Answer

1. The level of plan coverage (married, single)

2. If the member has or will reach age 65 in the tax year.

Answer

1. The number of people who can contribute.

2. If the member has or will reach age 55 in the tax year.

Question 23

What is the normal processing time (Except Jan.) for claim reviews?

Accepted Answer

2 business days to review, 3 through 5 business days to pay the claim once received.

Answer

2 business days to review, 1 business day to pay the claim once received.

Answer

2 business days to review, 12 business days to pay the claim once received.

Answer

3-5 business days to review and 2 business days to pay the claim.

Question 24

When will an AH not receive a 1099SA or 5498SA?

Accepted Answer

If there was no activity for that tax year.

Answer

If the AH has an HSA and a HSADC account.

Answer

These forms will be mailed regardless of activity or amount.

Answer

If only the employer contributed.

Question 25

Who defines the QME for an AH HRA?

Accepted Answer

Based on pub. 502 irs and the employer defines what type of expenses are eligible for reimbursement and who they can cover. (ft/pt time, contribution amt., what QME is permitted).

Answer

Based on pub. 101 irs and the employer defines what type of expenses are eligible for reimbursement and who they can cover. (ft/pt time, contribution amt., what QME is permitted.

Answer

Based on pub. 502 irs and the employer has no authority to define what type of expenses are eligible for reimbursement and who they can cover. (ft/pt time, contribution amt., what QME is permitted).

Answer

Based on pub. 502 irs and the employer defines what type of expenses are eligible for reimbursement and who they can cover. (ft/pt time, contribution amt., what QME is permitted by completing demographic surveying.

Question 26

What expenses does an HRA cover?

Accepted Answer

Covers medical cost not covered by health plan.

Answer

Covers medical cost covered by health plan.

Answer

Covers food cost not covered by health plan.

Answer

Covers dependent care costs.

Question 27

What are the three types of an HRA?

Accepted Answer

1. General HRA (IRS approved)

2. Limited purpose HRA (usually dental and vision)

3. Retirement HRA (restricted to post-retirement benefits/dormant until AH is eligible).

Answer

1. General HRA (IRS approved)

2. Purpose Limited HRA (usually dental and vision)

3. Retirement HRA (restricted to post-retirement benefits/dormant until AH is eligible).

Answer

1. General HRA (IRS approved)

2. Limited purpose HRA (usually dental and vision)

3. Retirement HRA ( No restricts to post-retirement benefits).

Answer

1. General HRA (IRS approved)

2. HRADC (dependent)

3. Retirement HRA (restricted to post-retirement benefits/dormant until AH is eligible).

Question 28

What are the three types of FSA's?

Accepted Answer

1. General FSA (IRS QME)

2. Limited purpose FSA (covers dental and vision- usually paired with HSA),

3. Dependent care FSA (dependent care expenses while AH is at work).

Answer

1. General FSA (IRS QME)

2. Limited purpose FSA (covers dental and vision- usually paired with HSA),

3. Dependent care FSA (dependent care expenses including diapers and meals).

Answer

1. General FSA (IRS QME)

2. Limited purpose FSA (covers dental only- usually paired with HSA),

3. Dependent care FSA (dependent care expenses while AH is at work).

Answer

1. General FSA (IRS QME)

2. Limited FSA (covers dental and vision- usually paired with HSA),

3. Dependent care FSA (dependent care expenses while AH is at work).

Question 29

Where is an AH referred to when they need more information on their FSA?

Accepted Answer

To please call their Benefit services center at their employment (usually this is the dept. or person who handles all their benefits).

Answer

To please call their Human Resources at their employment (usually this is the dept. or person who handles all their benefits).

Answer

To please allow for a callback for research, create two passes.

Answer

To please call their tax consultant.

Question 30

How many notifications does an AH receive before their DC gets suspended due to account maintenance?

Accepted Answer

The AH will receive 4 notifications that account maintenance is needed regarding substantiating their distributions.

Answer

The AH will receive 2 notifications that account maintenance is needed regarding substantiating their distributions.

Answer

The AH will receive a phone call that account maintenance is needed regarding substantiating their distributions.

Answer

The AH will receive 4 notifications that account maintenance is needed regarding substantiating their distributions otherwise their account will be closed.

Question 31

When presented with the security code field on the benefitwallet website, what can an AH opt to provide instead of a security code?

Accepted Answer

The answer to the security question (if previously set up).

Answer

The answer to the last transaction completed (if previously used).

Answer

The authentication code (if previously set up).

Answer

Their social security number.

Question 32

Where can an AH go on the website to find a list of downloadable forms?

Accepted Answer

Home Page > Resource Center

Answer

Profile > Resources

Answer

Home Page > Contact Us

Answer

Home Page > My Money

Question 33

Where can a member navigate to send a secure message?

Accepted Answer

Home Page > Contact Us

Answer

Home Page > Profile > Email

Answer

Home Page > Resource Center

Answer

Home Page > Email

Question 34

When completing a call back to an AH, how do you authenticate the AH?

Accepted Answer

Follow the same requirements as inbound.

Answer

Follow the same requirements as listed on HR policy and request a code that was provided.

Answer

No authentication is required, you are the caller and have spoken with AH previously.

Answer

Note the AH account, it has already been completed.

Question 35

Define Grace Period (General terminology)

Accepted Answer

Grace period is final filing tax date and a couple of weeks to file.

Answer

Grace period is final filing tax date until the following new year.

Answer

Grace period is final filing tax date and a couple of weeks to use use up funds with a couple of weeks to file.

Question 36

What is important with HSA and LPFSA?

Accepted Answer

AH can request LPFSA to be converted to be used for all QME. (Once AH HP deductible has been met)

Answer

AH can request HSA to be converted to be used for all QME. (Once AH HP has notified them of option.)

Answer

AH can not request LPFSA to be converted to be used for all QME.

Answer

AH can request LPFSA to be converted to be used for investments.

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