Member Support

Account Help – Contact Details, Claim Forms, and FAQs2020-10-19T11:26:52-04:00

Log In FAQs

How to register for the first time

For Accounts With Payment Cards

Please follow the steps below:

  • Click on "Sign Up" in the top-right corner of the ConnectYourCare website and then select “Register Today” under the “I’m an Employee” section.
    • Enter your social security number without dashes or spaces
    • Enter your birthday in the MM/DD/YYYY format
    • Enter your full 16-digit payment card number without dashes or spaces
    • Complete the "I'm not a robot" feature
    • Click on "Submit Information"
  • After clicking "Submit Information," the next screen allows you to choose a username, password, and password hint as well as enter your email and mobile phone number.
  • After successful log in, you will be able to access your account via the online portal
  • We also have an enhanced log in process called the Multi-factor Authentication (MFA), this is to confirm user’s identities when accessing the ConnectYourCare participant portal or mobile app through direct log in. All ConnectYourCare account holders and administrators accessing ConnectYourCare through direct log in will be required to enter their username and password as usual. ConnectYourCare will then prompt the user to receive a one-time 6-digit authentication code through email or text message upon the first log in on each unique device used to access ConnectYourCare. This allows each device to be registered for 6 months.

OR

For Accounts Without Payment Cards

Please follow the steps below:

  • Click on "Sign Up" in the top-right corner of the ConnectYourCare website and then select “Register Today” under the “I’m an Employee” section.
    • Enter your social security number without dashes or spaces
    • Enter your birthday in the MM/DD/YYYY format
    • There is no payment card associated with your account, check the box next to “My account does not have a payment card associated with it”
    • Complete the "I'm not a robot" feature
    • Click on "Submit Information"
  • After clicking "Submit Information," the next screen allows you to choose a username, password, and password hint as well as enter your email and mobile phone number.
  • After successful log in, you will be able to access your account via the online portal
  • We also have an enhanced log in process called the Multi-factor Authentication (MFA), this is to confirm user’s identities when accessing the ConnectYourCare participant portal or mobile app through direct log in. All ConnectYourCare account holders and administrators accessing ConnectYourCare through direct log in will be required to enter their username and password as usual. ConnectYourCare will then prompt the user to receive a one-time 6-digit authentication code through email or text message upon the first log in on each unique device used to access ConnectYourCare. This allows each device to be registered for 6 months.
I am having issues registering/logging in
  • I already have an account set up
    If you have an account created, please follow “How to recover my username and/or password” to recover your log in information.
  • My employer has a ConnectYourCare Microsite
    For more information on whether your employer offers a ConnectYourCare microsite, please contact your company’s HR/benefits department.
How to recover my username and/or password

Please follow the below steps to retrieve your username and password (if you do not have the correct username you will not be able to receive a temporary password, so you should complete username help first):

  • In the top-right corner of www.connectyourcare.com, Click “Log In” and drop down to “Member.
  • Select the green “Forgot My Username” link under the Log In button.
  • Enter your social security number.
  • Next, enter your date of birth, then select "Continue".
  • Enter your security question OR your payment card number and select the contact method to receive your Identification Code and then select "Submit".
  • Your Identification Code will be sent to the selected contact method. Once you have retrieved it, enter it in the Identification Code field on the log in screen (PLEASE DO NOT COPY AND PASTE) and select "Get Username". Your Username will be displayed.
  • Select "Log in" and now you're ready for Password Help.

To reset your password:

  • Click on password help.
  • Enter your username and date of birth in the MM/DD/YYYY format.
  • Answer your security question and choose a contact method to receive your temporary password. Click "Submit".
  • You will receive a new interim/temporary password via email.

The temporary password you receive will be case sensitive, containing a mix of uppercase and lowercase letters, as well as numbers. It will only be valid for a short period of time.

  • Select the green "here" link to take you to the log in screen where you will enter your username and then your temporary password, remember your username and temporary password are both case sensitive.
  • When you've entered both your username and temporary password successfully, you will be prompted to create a new permanent password, password hint and have the option to change your email address.
  • Please be advised the current password is the temporary password that was just assigned to you.
  • Please keep in mind that after 3 failed attempts the account will be locked and you will need to reach out to our Customer Care Center to have the account unlocked.
  • We also have an enhanced log in process called the Multifactor Authentication (MFA), this is to confirm users' identities when accessing the ConnectYourCare participant portal or mobile App through direct log in. All ConnectYourCare account holders and administrators accessing ConnectYourCare through direct log in will be required to enter their username and password as usual. ConnectYourCare will then prompt the user to receive a one-time 6-digit authentication code through email or text message upon the first log in on each unique device used to access ConnectYourCare. This allows each device to be registered for 6 months.
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Account FAQs

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For accounts with payment cards
  • Never received a payment card
    You can order a new card when you log into your ConnectYourCare account. To order a new card, Click on the green MY PAYMENT CARD.  Below the GENERAL INFORMATION section there are two hyperlinks. Click on Report Card Missing as it was never received.

  • Need a replacement, including lost/stolen
    You can order a new card when you log into your ConnectYourCare account. To order a new card, Click on the green MY PAYMENT CARD. Below the GENERAL INFORMATION section there are two hyperlinks. Click on Report Card Missing as it was never received.
  • Payment card is expiring soon
    When your card is getting a ready to expire a new card will be sent approximately 2 weeks before the end of the month of expiration. The care you currently have will work through the end of the month of expiration.
How do I file for reimbursement

Reimbursement claims can be submitted easily by downloading our free myCYC mobile app from your app store or online by logging into your online account.

How do I get my tax forms

Please follow the below steps to retrieve your HSA's tax forms.

UMB/NBT

  • Log in on connectyourcare.com with your existing username and password
  • On the right-hand side of your screen, under "I want to..." click on the drop-down menu and select "Manage HSA Investments"
  • Select "HSA Tax Information"
  • On the right under "My HSA Tax Data" you will find links to your tax forms in PDF format

HSA Bank

  • Log in on connectyourcare.com with your existing username and password
  • On the right-hand side of your screen, under "I want to..." click on the drop-down menu and select "View HSA Tax Information"
  • Click on the link "Tax Forms on HSA Custodian"
  • HSA Bank's website may ask you to provide a security question, in this case you will answer the question asked (this is the first time you will be providing this answer so there's no right or wrong, just remember what you input for future reference if needed)
  • Answer the Register this Computer question and select "Continue"
  • Under the E-Documents tab, click on "Tax Documents"
  • Here you will find links with the years for the tax forms needed

BNY

  • Log in on connectyourcare.com with your existing username and password
  • On the right-hand side of your screen, under "I want to..." click on the drop-down menu and select "Manage HSA Investments"
  • Click on the tab "Tax Forms"
  • Here you will find the tax forms needed
How do I update my personal information on my account

Address
If you are a current active employee your address will need to be changed through your benefits or Human Resources department. If you are no longer with your employer, please reach out to us directly.

Direct Deposit
To change your direct deposit information, click on the down arrow to the right of your name when you have logged into your ConnectYourCare account. Click on Settings & Preferences. When the Settings and Preferences page appears, click on Bank Accounts. 

Email
To change your email account, click on the down arrow to the right of your name when you have logged into your ConnectYourCare account. Click on Settings & Preferences.  When the Settings and Preferences page appears, click on Personal Information.  In the box below EMAIL ADDRESS, you may add or update the address we have on file.  Make to click Save Information to the change to take effect.

Notification settings
You can change your notification settings by logging into your online account.

Eligible expense List

This list can be located on our website at https://www.connectyourcare.com/tools/eligible-expenses/

How can I order a new payment card

You can order a new card when you log into your ConnectYourCare account. To order a new card, Click on the green MY PAYMENT CARD. Below the GENERAL INFORMATION section there are two hyperlinks. If you just need another card, click on Replace Card. If you do not know where the card is located, click on Report Card Missing.

Account Claim FAQs

Filing a claim for reimbursement

Please follow the below steps to submit a claim through one of our options. Online/App/Fax/Mail.

How to Submit a Claim Through the Portal

  • Log into connectyourcare.com with your existing username and password.
  • On the top right of the portal, click on "Reimburse Myself" (if you are requesting to pay your provider you would select the option “Pay Provider” instead).
  • Enter the required information.
  • You will then have the option to upload your supporting documents directly online or through the mobile app. You also have the option to send them by Fax to (443) 681-4602, if faxing please print the fax cover page from the claim for a faster turnaround time.

How to Submit a Claim on the Mobile App

  • Log into the myCYC Mobile app.
  • From the “Home” screen, select "Make a Payment", you will be prompted with the following screen to either "Pay Provider" or "Pay Myself".
  • Enter the required information.
  • You will then have the option to upload your supporting documents directly on the app.
  • The nice thing about the app is you can take a picture right from the claim or upload a picture that’s already been saved to your gallery.

How to Submit a Claim through Fax or Mail

  • Receive a ConnectYourCare Claim Form.
  • Complete the form and fax or mail the form or write the claim number on the documentation, along with your documentation to ConnectYourCare.
  • Fax: #443-681-4601
  • Mail: P.O. Box 622337 Orlando, FL. 32862-2317
I received an email stating documentation is needed for a claim

The IRS requires documentation when using tax-free money. There are specific documentation guidelines for account transactions - even those made using a payment card. We make every effort to automatically approve charges. However, some charges cannot be approved automatically and require additional documentation.

Supporting documentation would include an Explanation of Benefits (EOB) from the insurance company. *An EOB in "processing" status indicates that the insurance company is still processing the claim. EOBs that are in processing status are not considered acceptable documentation for substantiation purposes. EOBs that are pending claim payment are acceptable.

                          OR

An Itemized Receipt including the following:

  1. Description of Service or Item
  2. Amount of Expense
  3. Patient Name
  4. Provider Name and Address
  5. Service Date

*An itemized receipt will not be acceptable for substantiation if it references an amount due from insurance, an insurance estimate, or any reference to pending insurance payments. Also, proof of payment without service details, like cash register slips, credit card receipts and other non-itemized statements, don't provide all the required details.

How to check the status of my claim

To check on the status of a claim,

  1. Click on the Claims tab at the top of the screen.
  2. From the Payment Card Transactions screen, click on My Created Claims tab.
  3. A list of recent claims will display.
  4. On the far right, the status of the claim will be noted. 
What does my claims status mean: "Manual Claim"?
  • Approved: Claim fully approved but not yet reimbursed or debited from savings account
  • Approved, Processing Reimbursement: * Claim approved; reimbursement queued but not yet sent OR
  • Claim approved; not fully reimbursed at this time
  • Ineligible: Claim deemed to be an ineligible expense
  • Ineligible, Under New Review: Claim previously deemed ineligible; new documentation received and under new review
  • Out of Pocket: Claim approved; claim subject to member out of pocket (primary deductible) and ineligible for reimbursement
  • Paid: Approved claim amount paid in full via check or direct deposit
  • Partial Approval: Claim partially approved but not yet reimbursed or debited from savings account
  • Paid By Other: Claim placed in status by participant after claims submission process.
  • Partially Approved, Processing Reimbursement: * Claim partially approved; reimbursement queued but not yet sent OR* Claim partially approved; not fully reimbursed at this time
  • Partial Approval, Under New Review: Claim previously approved partially; new documentation received and under new review
  • Partially Paid: Partially approved claim amount paid in full via check or direct deposit
  • Pending, Documents Needed: * Claim entered for non-HSA account; documentation not yet submitted OR * Claim entered and documentation submitted; documentation not sufficient and additional information requested
  • Under Review: Documentation received and manual claim under review by adjudicator
  • Returned Claim Form: Claim which could not be entered into production
  • Attached Return Claim Form: Previous Return Claim which is now linked to new claim
  • Reimbursement Voided: Claim is voided. No further action can be taken on the claim.
  • Ready For Payment to Provider: Funds have been pulled to pay the claim but we have not yet sent letter to provider.
  • Payment Notice Sent to Provider: We have created the letter with payment information and the letter is being sent to the provider.
  • Paid: Payment was fully processed by provider and no more funds need to be sent.
What does my claims status mean: "Payment Card Transaction"?
  • Ineligible, Documents Never Received, Repayment Required: Documentation requested and never received, so claim automatically deemed ineligible
  • Ineligible, Repayment Required: Documentation submitted; claim deemed fully ineligible and full amount must be repaid back to account
  • Ineligible, Under New Review:
  • Claim previously deemed ineligible: new documentation received and under new review
  • Paid: * Card transaction settled and either auto-substantiated OR * Card transaction settled, documentation submitted, and claim deemed valid in full OR * Card transaction previously denied, member made repayment in full
  • Paid, Documents Needed: * Card transaction has settled, documentation needed to substantiate transaction OR * Documentation submitted; documentation not sufficient and additional information requested
  • Paid, Documents Not Received, purchase Amount Added to Wages: Documentation requested and never received, so claim automatically deemed ineligible; employer added amount to W-2 as taxable income
  • Paid, Under Review: Documentation received and claim under review by adjudicator
  • Partial Repayment Received: Card transaction deemed ineligible and repayment required; partial repayment received via offsets OR repayment
  • Partial Approval, Repayment Required: Documentation submitted; claim deemed partially ineligible and portion of the claim must be repaid back to account OR repayment received
  • Partially Approved, Under New Review: Claim previously deemed partially ineligible; new documentation received and under new review
  • Processing: Card transaction has been authorized and a hold placed on the funds but is not yet settled by merchant
  • Repayment Received: Card transaction deemed ineligible and repayment required; repayment received via offsets of ineligible amounts against future claim
  • Voided: Card transaction was not settled by merchant within 5 days; claim was voided
  • Closed: Old claim where no further action can be taken
What does my claims status mean: "Health Plan Claim"?
  • Approved: Claim fully approved but not yet reimbursed or debited from savings account
  • Approved, Processing Reimbursement: * Claim approved; reimbursement queued but not yet sent OR
  • Claim approved: not fully reimbursed at this time
  • Out of Pocket: Health plan claim received; claim subject to member out of pocket (primary deductible) and ineligible for reimbursement
  • Paid: Approved claim amount paid in full via check or direct deposit
  • Paid By Other: Claim actioned and fully approved. Claim added to HAS-Save-It record.
  • Ready for Action: Health plan claim received; posted to the participant's account and available for payment
  • Closed: Old claim where no further action can be taken
  • Health Plan Adjustment, Repayment Required: Health Plan Claim already paid, adjustment received which decreased the patient responsibility
  • Health Plan Adjustment, Future Offset: Health Plan Claim already paid, adjustment received which decreased the patient responsibility
  • Reimbursement Voided: Claim is voided. No further action can be taken on the claim.
  • Ready for Payment to Provider: The members card number will be sent to the provider for payment. Funds have not yet been pulled from the members account. Letter is ready to send.
Why do I have to submit documentation?

Documentation is required for many accounts to be in compliance with the IRS rules and regulations. This information can be located in IRS Publication 969.  https://www.irs.gov/pub/irs-pdf/p969.pdf

Do I need to keep my receipts for my eligible expenses?

We always want to suggest you keep your receipts for any payment card transactions, not only to submit when requested from us, but also if the IRS requires you to present them for verification during your tax return.

support - Individual Health Savings Account

Acceptable Documentation

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Medical, Vision and Rx

Supporting documentation for a Medical, Vision or Rx expense would include an Explanation of Benefits (EOB) from the insurance company. *An EOB in "processing" status indicates that the insurance company is still processing the claim. EOBs that are in processing status are not considered acceptable documentation for substantiation purposes. EOBs that are pending claim payment are acceptable.

                          OR

An Itemized Receipt including the following:

  1. Description of Service or Item
  2. Amount of Expense
  3. Patient Name
  4. Provider Name and Address
  5. Service Date

*An itemized receipt will not be acceptable for substantiation if it references an amount due from insurance, an insurance estimate, or any reference to pending insurance payments.

Dental

Explanation of Benefits is always the best documentation for dental claims.

Dental expenses are a tier 2 expense which means that they estimate what insurance will pay, but at times these amounts don't match, so we cannot pay out on a receipt that is not showing what insurance paid of that expense. What that means for you is the receipt you get on the day of the visit is not sufficient and will be an estimation (either not showing the insurance payment or stating “pending insurance”).

We need one of the following two items to be able to pay out for dental services: either the finalized statement from your dentist after insurance pays that specifically shows what insurance payments there were toward those services, OR the explanation of benefits (EOB) you get from your dental insurance company that shows your patient responsibility which you can often get online at your dental insurance website.

Supporting documentation would include an Explanation of Benefits (EOB) from the insurance company. *An EOB in "processing" status indicates that the insurance company is still processing the claim. EOBs that are in processing status are not considered acceptable documentation for substantiation purposes. EOBs that are pending claim payment are acceptable.

                          OR

An Itemized Receipt including the following:

  1. Description of Service or Item
  2. Amount of Expense
  3. Patient Name
  4. Provider Name and Address
  5. Service Date

*An itemized receipt will not be acceptable for substantiation if it references an amount due from insurance, an insurance estimate, or any reference to pending insurance payments.

Dependent Care

If you have a Dependent Care Flexible Spending Account, you can use these funds to pay for dependent expenses such as daycare and preschool. More information can be found by visiting https://www.connectyourcare.com/dcap-dependent-care-assistance-program/

Transportation/Parking

If your employer offers this benefit, you can have pre-tax money pulled from your payroll to pay for transit and parking expenses. You can easily place an order for a product by logging into your online account by clicking “Commuter Benefits.” More information can be found by visiting https://www.connectyourcare.com/tools/commuter-benefits-eligible-expenses/

Not sure which bank is your ConnectYourCare account custodian? No problem! Just log in to the participant portal and you can find forms tailored to your account(s) on the Help & Tools page.

Resources & Tools

Please Note:  Some forms are customized per participant based on account configuration. If you can’t find the form you’re looking for, simply log in to your account portal online and visit the Help and Resources page for your account-specific documents.

Calculator

Calculate your HSA growth

Mobile App

Manage your HSA account

For Dummies® eBooks

Access our in-depth HSA eBook

Eligible Expenses

Access qualified eligible expenses

Chat With Us

Log in to the portal
to access chat

Call Us

Customer Care & Claims
24 hours a day, 365 days a year

Phone: (877) 292-4040
(OR the specific number assigned to you on the back of your payment card)

Fax: (443) 681-4601

 

COBRA Care & Claims
8 a.m. - 8 p.m. Eastern, Mon-Fri

Phone: (855) 687-2021
Fax: (443) 681-4606

Email Us

Customer Care & Claims
service@connectyourcare.com

COBRA Care & Claims
cobraservice@connectyourcare.com

Mail Us

Send Repayments To:
P.O. Box 871095
Kansas City, MO 64187

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