TPA Transition UpdateTPA Transition UpdatePPMS | October 8, 2009

Brian Riehs, Service RepresentativeVEBA Service Group, LLCbrian@veba.org

IntroductionIntroductionWhy the change?

◦REHN & ASSOCIATES made a business decision to resign and focus on other business

VSG’s role has not changed◦Technical support◦Onsite service

Meritain TPA responsibilities◦Customer service◦Claims processing◦Recordkeeping

Today’s topicsToday’s topicsTPA services

◦Enhancements◦Transition-related challenges◦Service stats

What’s new?◦Redesigned veba.org◦Online employer portal◦Contribution remittance◦Plan literature and forms

Help reduce costsConclusion

Service enhancementsService enhancementsOnline employer portal

◦Employer reports, electronic handbook, upload contribution data

◦150+ employers registeredmyVEBA Plan online

◦Additional, more user-friendly online services◦2,500+ participants registered

Service enhancementsService enhancementsDaily participant account valuations

◦Permits investment allocation change at anytime during the month

◦ Industry standardExtended customer service hours

◦5 a.m. to 5 p.m. (Pacific)

Service challengesService challengesYour feedback is importantVSG working closely with MeritainAdditional training, experience, and

personnel should result in◦ Improved accuracy of responses to inquires◦More timely response and follow up◦Shorter call hold times

Blackout periodBlackout periodJune 26 through July 19Data transferred, tested, downloadedCertain services temporarily unavailable

◦Claims processing◦Enrollments◦Contribution posting◦ Investment allocation changes

BacklogBacklogSlower-than-expected processing was

result of◦Volume◦New coding within Meritain’s system◦Processed items “triple checked” to ensure

accuracyBacklog prioritization

◦Contributions◦Enrollments◦Claims◦ Investment changes, etc.

Service statsService statsCall center

◦100+ calls received per day◦Average call time about 5 minutes◦Call metrics analyzed daily/weekly

Claims◦15,000+ line item claims received in August ◦Most processed within one to three days of

receipt◦Random audits reveal 100% statistical and

financial accuracy

Redesigned veba.orgRedesigned veba.orgQuick links

◦Most common items just one click from homepage

Improved education/information resources◦How is VEBA helping you?◦About VEBA Trust◦Frequently asked questions (FAQ)

Logins◦Online employer portal◦myVEBA Plan online

Online employer portalOnline employer portalVEBA Plan Employer HandbookUpload contribution dataEmployer reports

◦Employer Contribution Posting Report◦Participant Asset Allocation Snapshot◦Disbursement Report

Employer News and Participant News archives

Employer Portal . Dashboard

Contribution remittanceContribution remittanceElectronic (recommended)

◦Upload contribution data report via online employer portal

◦Remit contributions via ACH or wire transferPaper

◦Mail or e-mail contribution data report to Meritain

◦Mail paper checks to lockbox

New plan literature and New plan literature and formsformsVSG conducted critical review

◦ Improve efficiency◦Better communicate and gather important

informationRecycle/discard all outdated materialsOrder up to a six-month supply

◦Plan literature (VSG): formsrequest@veba.ws

◦Forms (Meritain Health): employersupport@meritain.com or 1-888-828-4953

Education and enrollmentEducation and enrollmentIntroductory Overview (for education)Enrollment Kit (for new enrollments)

◦Basic Plan Information & Enrollment Form◦ Investment Fund Information brochure◦ Investment Fund Overview (inserted by

employer)

Claim FormClaim FormImprovements

◦All necessary information contained on front side

◦ Instructions and supporting information on reverse

◦Use single form for multiple covered individuals

◦Don’t have to itemize each expense (receipts still required)

Participant Status Change Participant Status Change FormFormReplaces Notice to Third-party

Administrator of COBRA Qualifying EventGathers information needed to comply

with◦COBRA◦Medicare secondary payer reporting

requirements

Systematic Premium Systematic Premium Reimbursement FormReimbursement FormAutomatic reimbursement of ongoing

insurance premiums◦Direct deposit or paper check reimbursement

to participant◦Current direct payments to HCA or other

providers will continue until cancelled or account runs out

HRAs are a reimbursement tool, not intended to make direct payments

Help reduce costsHelp reduce costsEncourage your participants to use these

recommended services◦e-Communication◦Direct deposit◦Online forms

e-Communicatione-CommunicationSkip the paper; go electronic

◦Statements (quarterly)◦Explanation of benefits (EOB)

Consent required◦New enrollment form◦myVEBA Plan online registration◦Account preferences

9,500+ participants signed up

Direct depositDirect depositGet your money back fasterMore secure than paper checksSign-up required

◦New enrollment form◦New systematic premium reimbursement

form◦myVEBA Plan online

Online formsOnline formsDownload and print forms at veba.org

◦Electronic “fillable” format◦Forms tab contains lists and descriptions of all

participant and employer forms

ConclusionConclusionYour service providers are committed to

providing you and your participants with excellent service