Frequently Asked Questions (FAQs) for your PayFlex account
Accessing your HSA at PayFlex
Can I still access my account online?
Yes. You can continue to use Aetna Navigator®, your secure member website, to access your Aetna HealthFund® Health Savings Account (HSA) at PayFlex®. You’ll also be able to view the closed account history and statements of your closed JPMorgan Chase (“JPMC”) HSA. That information will be available for 18 months. You may want to print or store copies of your JPMC account statements in case you need them after the 18 months.
How can I receive alert notifications about my account?
You’ll be able to sign up for automated alerts at PayFlex. You can receive the alerts as text messages, e-mails or both. With the alerts, you’ll receive important account information right away.
Can I access my account information from my cell phone?
Yes. The PayFlex Mobile® application will be available whenever you need it for access to your account. Note: Standard carrier rates may apply.
Managing your account at PayFlex
Will I still receive account statements?
Yes. You’ll receive account statements from PayFlex. You’ll be able to view your statements online. You’ll also have the option to receive paper statements in the mail. However, there’s a $1.50 fee for each paper statement.
How can I track my expenses?
You’ll have an online Expense Manager to help you track your expenses for your PayFlex HSA. The tracker lets you view, add and remove expense categories. This tracker will only track expenses on your HSA at PayFlex. Your JPMC expense tracker will be available for 18 months following the move to PayFlex. You should refer to that tracker for expenses paid through your HSA at JPMC. You may want to print or store copies of these documents from JPMC in case you need to verify qualified medical expenses after the 18 months.
Can I link a personal bank account to my HSA?
Yes. You can use the “Link My Bank Accounts” feature to link one or more bank accounts to your HSA. This will make it easier for you to schedule deposits into, and withdrawals from, your HSA at PayFlex.
Will I be able to send in receipts for my HSA at PayFlex?
Yes. With PayFlex you’ll have a Receipt Manager. This new feature lets you upload, fax and attach receipts to your HSA.
Debit card
Will I still have a debit card for my HSA?
Yes. You’ll receive a PayFlex Card® for your new HSA. Once your account is open and funded, you can use your new card to access your HSA funds. You will have to activate your new PayFlex card in order to use it. Note: With your new account at PayFlex, you won’t be able to use your debit card at an ATM. Additionally, you’ll only be able to use your card at health care locations and at merchants that provide health care products and services.
Will I have to activate my new debit card?
Yes. When you get your card, you’ll need to activate it before you can use it. When you receive the card, you’ll also get the instruction for how to do this.
Will I have a PIN for my new debit card?
When you receive your card, you’ll need to get a personal identification number (PIN) for it. When you receive the card, you’ll also get the instruction for how to do this. You can use your card as “credit” or “debit.” If you use it as debit, you’ll need to enter your PIN to complete the transaction.
Will I have a card for my spouse and any dependents?
You can order more cards for your spouse and any dependents. Note: If you currently have more than one card for your HSA at JPMC, when you move to PayFlex you won’t automatically receive cards for your spouse or dependents. You will, however, be able to order as many cards as you need for your family. They’ll use the same PIN you use for your card.
Payments
Can I still make withdrawals from my account?
Yes. You’ll be able to reimburse yourself or pay the provider from your HSA. Note: You’ll no longer have a checkbook for the HSA.
How will I know how much to pay my provider?
Your employer may offer the option for you to view your claim information online in your HSA. If so, you’ll be able to view your claims and see how much you owe for a claim. You’ll then have the option to pay the provider, pay yourself or take no action at all. However, you’ll no longer have the option for automatic payments to your providers (HSA auto-debit). If your employer doesn’t offer this option, you’ll still be able to view your health care claims on Aetna Navigator®, your secure member website.
Can I make payments online?
Yes. You’ll be able to make one-time or recurring payments online from your new account at PayFlex.
Will Electronic Funds Transfers (EFTs) be available?
Yes. You’ll be able to set up EFTs for your new account at PayFlex. You can use EFTs to make withdrawals from and contributions into your HSA. You’ll do this by linking a personal bank account to your HSA.
What if I have medical care during the time I can’t use my funds?
We understand you may need medical care during the time you can’t use your HSA funds. If that happens, you’ll have to use another form of payment during that time. Once your account opens at PayFlex, you can reimburse yourself for eligible expenses.
What if I have a mail-order pharmacy claim during the time I can’t use my funds?
We understand you may need to fill a prescription during the time you can’t use your HSA funds. If that happens, you’ll have to use another form of payment during that time. Once your account opens at PayFlex, you can reimburse yourself for eligible expenses.
Investments
Why do I have to liquidate my investment account at JPMC?
To move your HSA to PayFlex, all of your account funds need to be in your HSA cash account at JPMC. We’re not able to move funds in your investment accounts from JPMC to PayFlex. We can only move funds in the HSA cash account. PayFlex makes available a different slate of investments from what you currently have through J.P. Morgan Institutional Investors (JPMII).
Will I still be able to invest my HSA funds?
Yes. You’ll still be able to invest your HSA funds. However, your account at PayFlex will make available new investment options from what you have today. You’ll receive more investment information once your HSA is with PayFlex.
How much money do I need in my HSA to invest my funds?
Once you have a balance of $1,000 in your HSA, you can open an investment account. You can invest any amount over the $1,000 balance. You’ll find more information about investments at PayFlex from your online account.
Tax Reporting
Who will provide the tax reporting on my HSA?
JPMC will send your tax documents for 2014 activity. This includes all contributions that posted in 2014, as well as any withdrawals you made in 2014. If you have any 2014 contributions posted in 2015 (up until the tax deadline), PayFlex will send you a tax statement for that activity. This means that you could receive two sets of tax documents for 2014 activity.
Starting with the 2015 tax year, PayFlex will provide your tax statements for your HSA.For part of 2015, your HSA was with JPMC (before it moved to PayFlex).These tax statements from PayFlex will include any activity on your HSA while it was with JPMC.
Fees
Will the fees be the same with PayFlex?
There will be a different set of fees with PayFlex. Some of the fees you had with JPMC (ATM fee, checkbook fee) will no longer apply. The monthly administration fee will be the same. Your employer may be paying this monthly fee.
The fees you may have to pay at PayFlex include a monthly paper statement fee ($1.50,) and fees for stop payment, deposit return and insufficient funds ($25 each). If you open an investment account there are fees associated with it. Note: You can view your monthly statement online at no cost. You should check your fee schedule for fees that you would have to pay. You can find your fee schedule in your online account in the financial center tab under “My Account, Fee Schedule” on the left side toolbar.
Beneficiary
Will my beneficiary remain the same?
The beneficiary on your HSA at JPMC will not transfer over to PayFlex. Once your HSA moves to PayFlex, you’ll have to add your beneficiary information. When you register online at PayFlex, you can add your beneficiary.
Additional Information
Where can I get more information?
You’ll be able to find information online at PayFlex. You can go to www.payflexdirect.com. There you’ll find more frequently asked questions (FAQs), online tools, and educational information. You can also call PayFlex at 1-888-678-8242. They have representatives available Monday through Friday,
7:00am – 7:00pm CT and Saturday, 9:00am – 2:00pm CT.
This material is for informational purposes only and is not an offer of coverage. It contains only a partial, general description of plan benefits or programs and does not constitute a contract. Information is believed to be accurate as of the production date; however, it is subject to change. For more information about Aetna, go to www.aetna.com. JPMorgan Chase and J.P. Morgan Institutional Investors are service marks and trademarks of J.P. Morgan Chase & Co. PayFlex Systems USA, Inc. is an affiliate of Aetna Life Insurance Company.
©2015 Aetna Life Insurance Company (Aetna)
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