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Services & Fees Overview for City of Santa Ana <br />commitment is that they will never go more than 2 business days without a response. Callers have <br />access to a 24/7 IVR for the purpose of checking on spending account claim status, spending <br />account balances, spending account card status, and to report Benefits Cards lost or stolen. <br />o Spending Account Communications — Igoe provides a variety of real time communications, many <br />of which can be customized by our partners. The following communications are guaranteed to be <br />included in our service package in electronic format via email. Many of these communications can <br />also be accessed via Igoe Mobile or SMS text messaging should a participant sign up for those <br />additional tools. <br />■ Enrollment Confirmation Statements (email) <br />■ Monthly Spending Account Balance Statements (email) <br />■ Acknowledgement of Claim Submission/receipt (email, website and mobile alert, SMS text) <br />■ Acknowledgement of Claim Remittance (email, website and mobile alert, SMS text) <br />■ Detailed Claim Denial Communications (email, website and mobile alert, SMS text) <br />■ Benefit Card Transaction Confirmation (email, website and mobile alert, SMS text) <br />■ Benefit Card Substantiation Requests (email, website and mobile alert, SMS text) <br />■ Red Flag Notifications, such as confirmation of change in participant demographic details <br />(email, website and mobile alert, SMS text) as required by law. <br />o COBRA Communications— Federal COBRA communications are mailed to applicable COBRA <br />Qualified Beneficiaries the business day following entry or upload of qualifying event information. <br />Additional non -Federal communications are mailed the following business day as events occur <br />within our system. These communications are accessible in electronic format via the employer <br />and member real-time portals and can be printed as .pdf documents. Members can choose to <br />have non -Federal notices posted to their secure account and bypass physical mailing. <br />Webslte Tools <br />o Employer — Igoe's website allows employers to see all plan data necessary to monitor our <br />performance and to oversee their benefits as the Plan Sponsor/Plan Administrator. Employers are <br />able to self -serve within our systems as it relates to eligibility updates, demographic changes, <br />Benefits Card management reporting, and retrieval of COBRA communications. <br />o Spending Account Participant — Igoe's website allows our participants to securely submit claims <br />and attach proper documentation, review and update claim remittance preference (check or <br />direct deposit), update demographic information, manage communication preferences, view <br />CAGOE <br />Document Generated on June 5, 2023 for City of Santa Ana <br />Internal Use Only: PEPM17 <br />Page 6 <br />