IGOE ADMINISTRATIVE SERVICES (4)

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Services & Fees Overview for City of Santa Ana account balances, manage their Benefits Card, access additional forms and resources designed to simplify the experience and support consumer proficiency, and make HSA investment choices. o COBRA Members — COBRA members are able to view their COBRA account, make initial elections, make electronic payments, view and retrieve all mailed correspondence, sign up to receive email notifications for notifications that are not required to be sent via mail, sign up for recurring payments, view and respond to open enrollment options when applicable. • Igoe Mobile — Igoe provides a free spending account participant mobile App for Apple and Android devices searchable as "Igoe Mobile". Igoe Mobile allows participants to view balances, submit claims and include photograph copies of receipts, and submit additional claim substantiation as requested. Igoe Mobile is the most progressively updated aspect of our technology solution and will only offer more tools as time goes on. • Claim Review Process and Timing — Claims can be submitted to Igoe online, via Igoe Mobile, via email, mail and fax. Once a claim is received, the claim undergoes a maximum review period of 4 business days. After that timeframe, the claim is either approved for remittance based on the participant's remittance choice (check or direct deposit) or a denial communication is provided to the participant outlining why the claim was not approved and what corrective action they can take to resubmit claims. Igoe does not adjudicate claims. That means we are not verifying that the receipt and expense actually occurred. Rather, Igoe is looking at the information supplied and attested to by the participant and ensuring such information meets IRS requirements. • Benefits Card Experience — Igoe strives to maintain an average auto -approval rate of 90%. However, that rate cannot be guaranteed as employers' plan design and benefit card parameters are unique and customizable. As a result, our commitment is to provide transparency in connection with the client's auto approval rate and to work with the client to improve that rate if it drops below standard. o Card Delivery - Cards are ordered when initial enrollment data is input into our system. Card delivery generally takes no more than 10 business days. • Eligibility Management — Clients have the ability to make eligibility updates directly through their secure self-service portal via written . with the Client Relations Manager or electronic data transfer through a third -party vendor of their choice. When establishing a new electronic connection, Igoe's commitment is to provide the required specifications and guides in a timely manner to the client's CGOE Document Generated on June S, 7023 for City of Santa Ana Internal Use Only: PEPMI7 Page 7