Health Care Card — Frequently Asked Questions
When and Where You Can Use the Card
When can I use the card?
You can use your WageWorks health care card beginning January 1, 2008, if you enrolled in a
Health Care Reimbursement
Account during Open Enrollment. Otherwise, you may begin using your card effective with your enrollment in a Health Care
Reimbursement Account and receipt of the card. You can use the card until December 31, 2008, to pay for eligible expenses
you or your eligible dependents incur during the 2008 plan year. Your card is a three-year card and expires on the date
printed on the card. If you re-enroll in a Health Care Reimbursement Account for the 2009 plan year, you will be able to
use this same card beginning January 1, 2009. Therefore, please do not discard the card even after depleting all funds in
your account.
Where can I use the card?
You can use your WageWorks health care card at doctor and dentist offices, vision centers, pharmacies, and other
eligible health
care-related merchants who accept Visa® debit cards. Below is a chart of typical merchant types: Card payments at all other
merchant categories (including restaurants, entertainment, and travel) are prohibited and automatically declined through the
card network when authorization is attempted. Please note: The UNC School of
Dentistry does not operate under a dental merchant category code. Therefore, the
health care card cannot be used at this facility.
Ambulance Services
Chiropractor
Counseling Services
Dental, Medical Lab
Dentist, Orthodontist
Drug Proprietors
Health, Med Services
Hearing Aid Sales
Hospital |
Nursing, Personal Care
Optician
Optometrist
Orthopaedic Goods
Osteopathic Physician
Pharmacy
Physicians
Podiatrist
Wholesale Medical Equipment |
IIAS, an inventory information approval system, is technology used by retailers to ensure that over-the-counter health care
reimbursement account card transactions are eligible expenses under IRS regulations. Every item in the store's scanner
database is flagged "yes" or "no" for plan eligibility at the point of sale. For an up-to-date list of IIAS-compliant
merchants, click here.
Remember, the easiest way to purchase prescription drugs, over-the-counter medications, and other eligible health care items
is to use your health care card at a merchant with an inventory control system referred to as "IIAS." Local merchants in our area
that are currently IIAS certified are listed here. For online
pharmacy purchases, www.drugstore.com uses the IIAS
system.
Can I use my health care card with the pharmacy mail order program?
Yes. You can use your health care card with the pharmacy mail order program. Just provide the account number from your card
to your pharmacy vendor (e.g. Medco). However, please retain your receipts because some mail order prescriptions will not be
automatically approved and will require verification.
Can the health care card be used outside of the United States?
The health care card can be used internationally as long as the provider operates under an eligible merchant category code.
Depending on the provider and the transaction, the expense may have to be verified with receipts or other documentation. If you
make a purchase in a currency other than the currency in which your card was issued, the amount deducted from your funds will
be converted by Visa USA Inc. into an amount in the currency of your card. In this case, the issuer reserves the right to
increase the currency conversion rate by an additional 3% and will retain this amount as compensation for its services.
At the Point of Sale
Will I have to separate my items at checkout?
At IIAS-certified merchants the card will only be accepted for
payment of eligible health care items. At these stores, when both health care and non-health care items are not separated
and the health care card is presented for payment, only those eligible health care items will be paid for on that card.
Another form of payment will then be requested for the remaining non-health care related items. However, if the card is used
at a non-IIAS certified merchant (e.g., Duke Hospital Pharmacy) you are encouraged to separate your items if you wish to
only pay for the health care related items using the WageWorks health care card. Otherwise, you may have to pay back your
WageWorks health care card account for all non-health care related items.
How will I know if a merchant is IIAS-compliant?
An updated list of all IIAS-certified merchants will be maintained
here.
What is the spending limit on my card?
The value on the card at the beginning of the plan year is equal to your health care reimbursement account annual
election. As claims are submitted, the value of the card decreases by the amount of the transaction. If enough eligible
health care claims have been incurred, the balance will eventually reach zero.
Am I able to use my card to pay for multiple prescriptions during one transaction?
You are able to use your health care card for multiple prescriptions. However, when multiple prescriptions are
purchased at the same time, they are not viewed separately by the card payment network, and the lump sum of the
prescriptions is what the card payment network processes. Since the total prescription cost will not be a multiple
of a co-pay, which is one of the requirements for the transaction to be substantiated at the point of sale, you
may be required to submit receipts to verify your expenses.
What happens if I have an expense that is larger than my account balance? Can I still use my card for the
amount of the available balance and then use another form of payment to pay for the difference?
If your expense is larger than your account balance, you can use up to the account balance and pay for any
remaining difference using another form of payment. If you attempt to pay for any expense that is more than your
account balance, the transaction will be declined.
What if the card is declined?
If your WageWorks health care card is declined at the point of sale, please
use another form of payment to pay for your eligible health care service or
expense. You will be able to submit a paper claim using a
Pay Me Back claim form.
Receipts and Requests for Reimbursement
Why should I keep my receipts?
In order to keep this program in compliance with IRS regulations, it is important to make sure the card is used only
for eligible expenses. WageWorks is responsible for reviewing all card transactions and verifying that the card is used
only for eligible health care products and services. In order to make your card transactions go smoothly, keep your
receipt even if your purchase is approved at the checkout counter. Receipts are most often requested for purchases at
pharmacies that sell both eligible items like over-the-counter medications, and ineligible items like magazines, greeting
cards, and snacks. Additionally, receipts are often requested for dental and vision care expenses, pharmacy expenses
that are amounts other than the standard pharmacy co-pay, or when health care provider expenses are amounts other than
the standard health care provider co-pay. We suggest that you separate your purchases and pay for eligible health care
items with your WageWorks health care card, and use another form
of payment for everything else.
Why do I need to provide a receipt for some transactions and not for others?
You will be required to keep/provide your receipt(s) depending on where you purchase your eligible health care items.
There are certain retailers who are IIAS-compliant, which means that particular
vendor has a computer system which automatically can determine if your purchases
are eligible health care items. Many retailers are IIAS-certified,
so you will not have to submit receipts when using your health care card at
these stores.
How do I know if I need to provide a receipt or other documentation to WageWorks?
A Card Use Verification form will be included in all monthly statements each
time you have a card transaction with an amount that has not been verified. This
form makes it easy to submit receipts or other documentation to verify the
eligibility of these expenses and resolve the card transactions. You can also
check your online account for the latest
information.
What do I do if I lose my receipt?
Your monthly account statement will let you know and explain your options. These options may range from submitting
a substitute receipt to paying back your account for the amount of the transaction.
If I cannot provide a receipt to substantiate an expense, how do I pay back my health care card account?
For any expenses that have not been substantiated within 75 days of the transaction, that amount will be deducted
from your next requested reimbursement check or you may repay your account per the instructions on your statement.
How can I ensure most of my health care and pharmacy transactions are substantiated at the point of sale without
having to provide receipts?
One of the first recommendations after you receive your health care card is
to log in to your account, and click "Improve My Card Experience" on the left-hand side of the Health Care overview page.
By entering your health and prescription plan member IDs for you and your eligible dependents, you give WageWorks the
information needed to automatically verify more of your health care card transactions. Your plan member ID can be
found on your health and/or dental insurance plan card(s). (Be sure to enter your new member IDs if you change providers.)
What happens if I use my health care card to purchase multiple prescriptions? Will I have to submit receipts to
verify each of them?
If the total amount of the transaction is not a multiple of one of your pharmacy co-pays, you will be required to
substantiate the expenses by submitting receipts for each of the prescriptions.
Other Questions about the Card
What should I do if I do not receive my health care card by January 1, 2008?
You should first check that you are properly enrolled in a health care reimbursement account. If you are, then
contact WageWorks Customer Service at 877-924-3967.
I enrolled in a health care reimbursement account as a new hire. When will I receive my health care card?
As a new hire you will receive your health care card within two weeks of your enrollment in a health care reimbursement account.
What do I do if I lose my card or if my card is stolen?
If you believe your card has been lost or stolen, or that someone has transferred or may transfer money from your
card account without your permission, call WageWorks immediately at 877-924-3967. This is the best way to minimize
any possible losses.
How do I get additional cards for my spouse and/or dependents?
You can order additional cards for your spouse or eligible dependents.
Log in to your account,
then click the Health Care tab, and select Request Additional Card. You can then enter the first name, last name, and
required security information for each additional cardholder. Additional cards will be issued in the name(s) of your
spouse or eligible dependent(s). Card activation is based on the four digits you
provided to WageWorks when the additional card was requested. These four digits
are required during the activation process.
Will I get a new card if I re-enroll in a Health Care Reimbursement Account next year?
Your card is a three-year card and expires on the date printed on the card. If you re-enroll in a Health Care
Reimbursement Account for the 2009 plan year, you will be able to use this same card beginning January 1, 2009.
Therefore, please do not discard the card even after depleting all funds in your account.
Is there a charge for a replacement card?
No.
Can my card be suspended?
Yes, in certain situations, usually to prevent unauthorized use or misuse of the card, including:
- The card has been reported lost or stolen
- Suspicious activity is observed
- Your amount with Receipt or Repayment Needed is greater than or equal to 50% of the remaining balance in your Health Care Reimbursement Account
- At any time, upon Duke's request
- At the beginning of the next plan year, if you have any amount with Receipt or Repayment Needed from the previous plan year
What happens if I change my name? Will I automatically be mailed a new card?
Make sure you notify Duke of your name change, and then verify that the information has been updated in Duke's payroll
system. Once this has been done, you will need to call WageWorks to request a new card with your updated name.
My spouse and I are both Duke employees. Can we both get health care cards?
Yes. Each eligible Duke employee is able to enroll in a health care reimbursement account and contribute the maximum of
$4,000 per year.
My spouse and I are both Duke employees. Can we enroll in one health care reimbursement account and get two cards that
link to that account, so that we could both pay for qualifying health care expenses from one account?
Yes. Either you or your spouse can enroll in a Health Care Reimbursement Account and request additional health care cards
for use by eligible dependents, including your spouse. All additional requested cards will be linked to the same Health Care
Reimbursement Account.
Do I have to use the WageWorks health care card to have a Health Care Reimbursement Account?
No. You can still submit paper claims by downloading and completing a "Health Care Pay Me Back" claim form. Your expenses
will be reimbursed via the method you selected (direct deposit or check) when you created your online WageWorks account. You
may submit paper claims, use the health care card, or do a combination of both to access the available funds in your Health
Care Reimbursement Account.
I have a dependent care reimbursement account. Can I use my WageWorks health care card to pay for my dependent care expenses?
No, you cannot use your health care card to pay for dependent care expenses.
Member IDs
Why do I need to provide my member IDs to WageWorks for my pharmacy, health and/or dental plans?
The IRS allows card transactions to be verified automatically if they match your health plan co-pay amounts, if you've
previously provided receipts for recurring expenses, or if they can be verified by other health plan claims and merchant
data. WageWorks works behind the scenes with many health plan providers and merchants to verify your card transactions
automatically whenever possible. It's easier for WageWorks to do this if they have your member ID.
Do I have to provide my member IDs to WageWorks?
No, you're not required to provide your member IDs to WageWorks, but it is ultimately to your benefit if you
do. You're more
likely to have to submit receipts later to verify your expenses if WageWorks doesn't have your member IDs.
I have lost my member ID cards. How can I request new ones?
You may contact the Benefits Office at 919-684-5600 to request replacement cards.
Duke Basic Enrollees
I am enrolled in the Duke Basic health plan. Will I receive a health care card?
Yes. All Duke Basic members will receive a health care card. The amount available in your health care reimbursement
account is contingent on the level of coverage you have with Duke Basic. In addition to the amount you may have chosen to
contribute to your own Health Care Reimbursement Account, Duke provides $200 for individual, $300 for employee/child, $400
for employee/children, $400 for employee/spouse, or $600 for family coverage.
I am enrolled in the Duke Basic health plan, but I will also have a separate Health Care Reimbursement Account.
Will I receive two health care cards?
No. The funds from the Duke Basic reimbursement account will be combined with the funds from your Health Care Reimbursement
Account, so that the total from the two accounts will be available to you during the plan year.
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