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Changes coming Sept. 1 to Flexible Spending Accounts (FSA)

If you have a Flexible Spending Account (FSA), we want to let you know that Aetna is moving to PayFlex®, a part of the Aetna family.

Starting on September 1, 2015, your account will be administered by PayFlex.  Some of the new features available are:

  • Online claim submission and the ability to pay your provider directly from your account
  • Alerts to keep you informed of your account activity
  • PayFlex Mobile® application

You will receive a new FSA card from PayFlex.  Be on the lookout for your card during the week of Aug. 17-21, 2015.  For security purposes, the debit card will come in a plain white envelope with no identifiers.

We have included some Frequently Asked Questions (FAQs) with this letter.  These FAQs will give you valuable information about your new account with PayFlex.

Access to Your Funds

The balance of your FSA account with Aetna will be moved to PayFlex.  To do this, Aetna will need to place your account on hold for a short period Sept. 1-9.  During this period, Aetna cannot process claims.  You can still submit claims but they will be processed after Sept. 9

Please note the following:

  • You’ll be able to view your balance online at PayFlex starting Sept. 9. You can link to your PayFlex account through Aetna Navigator®, ( or directly through
  • You will receive a new PayFlex Debit Card®, to use for eligible expenses on or after Sept. 10
  • If you do not use your PayFlex Card for an expense, you can submit a claim for reimbursement. You can mail, fax or submit claims online. However, from Sept. 1-9, claims cannot be processed.  Those claims will be held and processed after Sept. 9. 

If you have any questions, you can call the PayFlex Customer Service Center at 1-888-678-8242.  Representatives are available Monday through Friday, 7 a.m. to 7 p.m. and on Saturday from 9 a.m. to 2 p.m.


FAQs Regarding Your FSA Account

Will I still use the Aetna Navigator® secure member website to get my PayFlex® account information?

Yes.  You use the Aetna Navigator secure member website to get to your account at PayFlex.  You will be able to access your current year account information.

Do I need a new user name and password to log in to my PayFlex account?

No.  You will use the same user name and password that you use today to log in to Aetna Navigator, your secure member website (  You can also register directly through

Are there any new features that I’ll see?

Yes.  There are some new and exciting features when your account moves to PayFlex.

  • You can submit your claims and upload your receipts online.  A completely paperless submission!
  • You have a choice of paying directly from your account.
  • The PayFlex MobileTM app will let you track your account balance, get account alerts and submit claims/ receipts on the go!

Whom do I call if I have questions?

If you have questions about your account and the move to PayFlex, you can call Aetna Customer Service.  Their phone number is on the back of your Aetna medical ID card.  You can also call the PayFlex Customer Service Center at 888-678-8242.  They can help you understand how to use the website and what you can expect once at PayFlex.  PayFlex Customer Service Representatives are Monday through Friday, 7 a.m. to 7 p.m. and on Saturday from 9 a.m. to 2 p.m.

You can also get information online. PayFlex has a list of commonly asked questions.  You can view this list before your account is at PayFlex. Go to At the bottom of the screen, click on FAQs.

Note: Do not try to register or log in before your account is at PayFlex.  

What will happen to my Aetna balance during the transition?

Your current plan year balance will be transferred to PayFlex to allow you to continue to submit claims to be processed according to your plan.

You will be able to submit these claims either online using PayFlex’s File A Claim service accessible via Aetna Navigator, your secure member website or by completing a PayFlex paper claim form and faxing it to 888-AET-FLEX (888-238-3539).

Is there a new claim form?

Yes. You’ll begin using PayFlex forms to file your claims. For faster reimbursement, you can submit claims online. You will log in to your account from Aetna Navigator, your secure member website.  You can find the claim form and all other plan-related forms through your online account.

Where do I send my claims?

With PayFlex, you can file a claim online!  Just upload your documentation (receipts, Explanation of Benefits, etc.).  Note:  You will need to have these in the form of PDF.

Or you can also use a paper claim form that you can fax or mail to PayFlex.  If you want to fax your claim, the fax number is 1-888-AET-FLEX (1-888-238-3539).  If you want to mail it, send it to the following address.

P.O. Box 4000
Richmond, KY 40476-4000

Will I receive a debit card from PayFlex? 

If you are an active employee and have a remaining balance in your account, you will receive a PayFlex debit card, in the mail the week of August 17-21, 2015.  You will need to activate and obtain a Personal Identification number (PIN) prior to using your card.  On September 10, 2015, you can start using your PayFlex FSA Card to pay for eligible expenses.

For security reasons, your card will arrive in a plain white envelope; it will not include any mention of PayFlex.  When you use your PayFlex Card, your account debit card, please keep all of your receipts.  

You will receive one FSA PayFlex debit card.  It will look similar to this:

payflex card