Debit Card Follow-Up Procedure Changes & Account Management Updates
Discover the upcoming changes to the follow-up process for debit card transactions, including customization options, suspension protocols, and improvements to system efficiency. Stay informed about the new procedures for receiving, reminding, and processing transaction receipts, ensuring seamless communication and resolution processes for participants. Explore the enhancements to managing suspended debit cards, courtesy reactivation options, and notification methods to keep participants informed and engaged. Scheduled release date: 08/01/2019.
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Presentation Transcript
Follow Up Procedure Changes The Follow up Process and request for more information (RMI) will be implemented to allow: Customization of letters Ability to suspend debit cards at the purse level for the specific plan year Improve system proficiency Projected Release Date: 08/01/2019
Follow Up Procedure (Receipt Reminder) Current Date of the debit card transaction 30 days after the date of the transaction 72 days after the date of the transaction Discovery Benefits will reach out to the participant requesting substantiation Discovery Benefits sends out an initial reminder to the participant that substantiation is needed Denial e-mail sent advising the claim is considered formally denied Debit card use is suspended
Follow Up Procedure Future 0 days after the claim cannot be auto substantiated 45 days later (Day 45) 60 days later (Day 105) 95 days later (Day 200) First Receipt Request Generates Second Receipt Request Generates Overdue Notice Generates The Denial and Request Repayment notice Generates The debit card is suspended
Request for More Information (RMI) Future The substantiation received is not sufficient 30 days after the initial RMI Notice is sent 95 days after the Overdue Notice is sent Discovery Benefits sends the participant the Overdue Notice. The claim moves back into the original follow up process flow. Auto deny and create ineligible notice to request repayment Depending on client settings, debit card may be suspended at this time Discovery Benefits sends the participant the RMI Notice
Suspended Debit Card Changes Courtesy Reactivation Currently, we have a courtesy option allowing us to reactivate a suspended card until the following Tuesday This will be changing to allow activation for just the current day New Plan Year Card Status Currently, if a card is suspended at the end of the plan year, it will automatically unsuspended the debit card the evening of 12/31. With the new process, debit cards purses that were previously suspended will remain suspended for the next plan year If the participant has opted into text notification in their online preferences, we will send a text notification, along with the e-mail notification to alert the participant that their debit card is suspended
