Employee notifications guide - Bank of America
retirement & benefit plan services
Employee Notifications Guide
Our goal is to provide meaningful communications that help participants easily manage their account.
This reference guide provides the system-generated notifications sent throughout the life cycle of your employee's Health & Benefit Accounts.
For plan sponsor use only. Not for distribution to the general public. Bank of America, N.A. Member FDIC ?2022 Bank of America Corporation. | 4934946 | 09/2023
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Four guiding principles for notifications
1. Communications have been designed to be clear & simple. 2. Information is actionable and communicates what response or action is required
by the recipient or if the communication is simply meant to be informative. 3. Notifications are time-bound with deadlines clearly stated and explained. 4. Links are provided, as needed, to help where it's available.
Notification life cycle
Onboarding Ongoing account management
Leaving the group
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Participants can set up their notification preferences online.
Preferences can be updated on the Message Center tab of the member website by clicking on "Update Notification Preferences." The Notification Preferences page will allow participants to opt into paper statements, text messages and other alerts.
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Health Benefit Solutions
Table of contents
Click on any notification from this list to quickly view a sample within the guide.
Communication samples.................................................................................6
Chart of notifications........................................................................................7
Onboarding............................................................................................................... 9 Debit card mailed.......................................................................................................10 Debit card package....................................................................................................11 Identity verification--account hold removed...........................................12 Identity verification--missing information--Day 1...........................13 Identity verification--missing information--Day 45........................14 Welcome letter--DCFSA only...........................................................................15 Welcome letter--Health & Benefit Account only.................................16 Welcome letter--HSA + Health & Benefit Account............................17 Welcome letter--HSA only.................................................................................18 Welcome notification--HSA..............................................................................19 Welcome notification--Health & Benefit Account..............................19
Claims management (online/manual).................................................20 Claim submission confirmation.........................................................................21 Denial.................................................................................................................................21 Denial with repayment request..........................................................................23 Direct deposit failure for claim payment.....................................................25 Online advice of deposit available for claim reimbursement..................................................................................25 Payment issued for claim reimbursement..................................................25 Receipt reminder 1?Day 5....................................................................................26 Receipt reminder 2?Day 15.................................................................................26 Receipt reminder 3?Day 30.................................................................................26 Recurring claim confirmation..............................................................................28 Request for more information............................................................................28 Information regarding your FSA final filing date and remaining balance.......................................................................................28
Debit card activity............................................................................................29 1st receipt request--Day 1................................................................................30 2nd receipt request--Day 15............................................................................32 Debit card purchase confirmation....................................................................34 Debit card purse suspension & unsuspension..........................................34 Debit card suspension & unsuspension........................................................34 Ineligible notice............................................................................................................35 Debit card issued--product enrollment change....................................37 Overdue receipt notice--Day 30.....................................................................38 Request for more information............................................................................40
Investments........................................................................................... 42 Eligible for investments..........................................................................................43 Investment trade confirmation..........................................................................44
HSA contributions & distributions............................................... 46 ACH reject for HSA contribution.......................................................................47 Check reject for HSA contribution...................................................................47 Excess contribution notice....................................................................................47 Excess contribution return notice.....................................................................48 HSA contribution maximum warning notification..................................49 HSA advise of deposit.............................................................................................49 HSA payment issued................................................................................................49 HSA recurring contribution cancelled.............................................................49 HSA recurring contribution created.................................................................50 HSA recurring contribution updated...............................................................50 Online advice of deposit available for HSA distribution.....................50 Over contribution notice........................................................................................50
Statements & tax documents........................................................ 51 Health & Benefit Account statement available........................................52 HSA account summary statement available..............................................52 HSA tax document available................................................................................52
Security updates.................................................................................. 53 Account locked.............................................................................................................54 Account username reset request-- system identifies account...............................................................................54 Account username reset request-- system does not identify account..............................................................54 Account username reset request-- system identifies multiple usernames.....................................................55 Account username reset request-- system identifies multiple terminated usernames...........................55 Bank account activation.........................................................................................55 Password reset--account is locked...............................................................56 Password reset--new password.....................................................................56 Password reset--system identifies account............................................56 Password reset--system does not identify account..........................56 Red flag notification: User name, password, address, bank account information................................................................................57 Red flag notification: email address updates............................................57
Account status changes & closures............................................. 58 Zero balance reminder 1?Month 6................................................59 Zero balance reminder 2?Month 13.............................................59 Zero balance reminder 3?Month 16.............................................60 HSA account transfer & closure confirmation..........................................61 Identity verification HSA account closure confirmation.....................62 Involuntary HSA account closure confirmation........................................63 Employment status fee change confirmation--HSA..........................64 Voluntary HSA account closure confirmation............................................65
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