[October 16, 2006]

Q. When can I start using my spending account card?
A. You may begin using the card at the beginning of the plan year (January 1) once you have activated and signed the card.

Q. How do I activate my card?
A. Call the card activation number at 866-285-2425. Your activation code is the last four digits of your Social Security number. Sign the signature panel on the reverse side of the card. Dependent or additional cards do not require activation as long as your account has been activated.

Q. Is there a fee for using the spending account card?
A. No, there will be no annual or monthly fee.

Q. Will I get a new card each year?
A. No, your card will be valid for three years as long as you re-enroll each year. When the card expires after three years, you will receive a new card upon re-enrolling in HCRA.

Q. How many cards are issued to each family?
A. Initially, one card is issued per family. If additional cards are needed, contact SHPS Customer Service at the phone number listed on the back of your card.

Q. Where can I obtain a complete list of eligible expenses?
A. Visit website to obtain a list of health care eligible expenses.

Q. Can I use the spending account card for over-the-counter (OTC) medicine purchases?
A. Yes, you can use your card to purchase OTC items. For details on eligible expenses, visit website Remember to save your receipts.

Q. Am I still required to submit my receipts to SHPS to substantiate my claim?
A. The IRS requires that only eligible health-related expenses be purchased using your card. So, it is important to save your receipts for all of your eligible expenses. A receipt-saving envelope will be provided by SHPS for your convenience. If SHPS requires that you submit your receipts, you will be notified.

Q. What should I do if I receive services from a provider or merchant that doesn't accept the card?
A. Pay for your expense by other means (cash, check, commercial credit or debit card), and then file a request form for reimbursement. Access a claim form at website or by calling SHPS Customer Service at the phone number listed on the back of your card.

Q. Can I use my spending account card at an ATM to obtain cash for a health-related expense?
A. No. Your spending account card may only be used for purchase of qualified medical expenses. You cannot use your card to withdraw cash from an ATM.

Q. My card did not work when I tried to use it. What could be the problem?
A. There are a few possibilities:

You have not activated your card.

The merchant is not classified as a qualified spending account service provider. Merchants must belong to a category approved by the IRS to accept the spending account card. Note that grocery stores (e.g., Safeway, Albertson's) and discount stores (Costco, K-Mart, WalMart) are NOT approved by the IRS – you'll need to use a paper form for reimbursement of purchases at this type of merchant.

Your purchase is not an eligible health care expense. Examples include magazines, cosmetics, or vitamins.

You have exceeded your annual contribution amount.

Q. What should I do if I don't want to use the spending account card to pay for any eligible expenses?
A. If you have activated your card but are not going to use it to pay for any qualified expenses, please contact SHPS Customer Service so your card can be deactivated. If you have not yet activated your card, you can simply destroy it as you would other cards.

If you've been unable to use the card for your purchase, you may pay for the expense with another form of payment (cash, check, commercial credit or debit card), and then file a claim for reimbursement.

Q. Can I use the spending account card to purchase items, such as prescription drugs and contacts, by mail order or online?
A. Yes. Simply enter your card number for items such as prescription drugs or contacts as you would when purchasing online with a credit card.

Q. How do I report a lost or stolen card?
A. To report a lost or stolen card, call SHPS Customer Service at 1-888-835-3060. SHPS will mail a replacement card to you. A card replacement fee will be charged.

Q. How do I know the balance on my card?
A. Tracking your account is easy. Visit website for balance, transaction history and other information. Alternately, you may use the SHPS 24-hour interactive voice response system by calling the number listed on the back of your card.

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