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March 23, 2007
Debit Card Verification Request
Many of our participants are receiving requests for substantiation documentation for debit card purchases for the first time. These notices may come in the form of a letter or an email. We discovered that people were not receiving any notification, found the issue, and corrected it, so people are receiving these notifications.
Because of dates of service for these debit card purchases, our software is sending out notices saying that they are a "final notice." We want to reassure you and all of your employees. We do need the documentation we have requested, in order to comply with IRS regulations for these accounts, but they are not "final notices!" We are manually extending the time period for submitting the documentation so that people can find all the documents we have requested. Please have them contact our customer service agents if they need assistance determining which documents are still outstanding. The phones are crazy so email is best.
 My contact info is: Jeff.Cox@eflexgroup.com
I also wanted to introduce myself as the new Director of Touchpoints at eflex. I have several years running a call center and am glad to be helping eflex improve their customer touchpoints. My wife and I live in Monona, WI and are active in the Madison Opera. Feel free to contact me with suggestions.
Claims Status
Claim Status
Our overall claims are still running about 72 hours and mailed in claims are about a week.
We deem this to be unacceptable and have called in the cavalry. People are working overtime and we have hired more claims processors.
We attribute this to an increase in 06 to employers engaging the 2.5 month extension and greater volume of claims because of the 90 day run out.
Our plan is to be back to 24-48 by mid next week. Thank you for your patience.
Please forward this email to your staff.
Jeff Cox, MA Director of Touchpoints
eflexgroup.com
email: jeff.cox@eflexgroup.com
phone: (608) 243-8277 ext. 151
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