Backup Emergency Care Frequently Asked Questions (FAQs)

General 

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Q1: What is Backup Emergency Care? 

A. Backup Emergency Care is a new benefit to assist you when your regular care is unavailable. If school is  closed, a caregiver is sick, or your care plans change unexpectedly, Wellthy, an expert vendor in  caregiving, connects you with vetted, high-quality in-center, community-based, and in-home care options for  your children and adult loved ones. 

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Q2: What’s included in Backup Emergency Care? 

A: Enrolled associates may use up to five Backup Care days per dependent child and/or adult loved one each  calendar year. For example, if you enroll three children and one adult in the Backup Care program, you will  receive a total of 20 Backup Care days, 5 Backup Care days per care recipient, to use through December  31. Unused days do not carry over to the following year. A single Backup Care day covers up to 11 hours of  care in one day; Care exceeding 11 hours in a day counts as two Backup Care days. Enrolled associates  may use up to five Backup Care days per dependent child and/or adult loved one each calendar year. 

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Q3: Who can use Backup Emergency Care? 

A: Backup Emergency Care is available to associates eligible for the Pharmacy, Clinic S, or Clinic E Total Rewards package. Associates do not have to be enrolled in the medical plan. To identify your Total Rewards package, visit go.humana.com/WBC and look for your Total Rewards package listed under "My Benefit Program."

‍Flex, VSP, and Per Diem associates are not eligible for this benefit.

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Q4: Who can Backup Emergency Care be used for? 

A: Backup Emergency Care can be used for your children or adult loved ones. An adult loved one may include  a sibling, parent, mother or father in-law, grandparent, or other adult who depends on you in a caregiving  capacity. Those receiving Backup Emergency Care must be listed as part of your Wellthy account, but do  not have to be enrolled in medical benefits through Humana. 

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Q5: Is Backup Emergency Care only for when I am at work?  

A: Yes, Backup Emergency Care helps you cover unexpected gaps in your regular care, allowing you to come  to work without needing to use your personal time off (PTO). Backup Care days are not intended to be used  for general evening or weekend care unless that matches your scheduled work shift. Backup Care may be  requested as late as 3 to 4 hours before you need care. However, having additional time increases the  likelihood of finding available care.

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Q6: Do unused Backup Care days roll over to the next year? 

A: No, unused Backup Care days do not roll over to the next year. Your bank of Backup Care days will reset  January 1 and will be dependent on how many family members are listed in your account at that time. 

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Q7: What if I use up all my Backup Care days for the year and I need more?  

A: Once you have used your allotted Backup Care days for the year, you can continue to use Wellthy’s Care  Network to search for and book care on your own. While you will be responsible for covering the total cost of  care out-of-pocket, Wellthy’s Backup Care Specialists will remain available to support you with finding and  coordinating care. * 

*Backup Care day usage will be monitored in all locations. If certain locations are impacted by events such as severe weather or school closings, the number of Backup Care days available to associates may be changed as appropriate. 

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Q8: What if my spouse/partner and I both work for CenterWell Pharmacy or PCO?  A: You and your spouse/partner are both eligible for your individual allotment of five Backup Care days per  child or adult loved one per year. Each associate will need to set up a separate profile within the Wellthy  platform. 

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Q9: How can I use my days for multiple loved ones?  

A: You can be flexible with how you use your Backup Care days for eligible loved ones. You may use up to  five Backup Care days per dependent child and/or adult loved one each calendar year. Some examples  are listed below:  

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If you have one enrolled child and/or one enrolled adult loved one: 

• In-home care for one child only: One Backup Care day. 

• In-center care for one adult only: One Backup Care day. 

• In-center care for a child and adult at different facilities: Two Backup Care days. 

• In-home care for a child and adult with one caregiver: Two Backup Care days. 

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If you have two enrolled children: 

• In-home care for both children with one caregiver: Two Backup Care days. 

• In-center care for both children at the same facility: Two Backup Care days. 

• In-center care for both children at different centers: Two Backup Care days. 

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If you have more than two enrolled children or adult loved ones for which you’re seeking care:

• In-home care for three children or adults with one caregiver: Three Backup Care days.

• In-center care for four children or adults at the same facility: Four Backup Care days.

• In-center care for five children or adults each at different centers: Five Backup Care days. 

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Cost, Payments & Reimbursements

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Q1: What is the cost to use Backup Emergency Care? 

A: Humana subsidizes up to $190 per Backup Care day for both center-based and in-home care. Associates  pay a $10 copay per Backup Care day used which can be paid by credit or debit card. 

To use Dependent FSA funds, for your copay, pay out-of-pocket and then request reimbursement through  Wellthy and your FSA provider.  

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Q2: How is payment handled for emergency Backup Care? 

A: Wellthy can handle payment for you, or you can pay a provider directly and get reimbursed.  • If you request Backup Care with at least 24 hours’ notice, Wellthy can book and pay the provider  directly on your behalf. 

• If you need care within 24 hours, Wellthy can help you find a provider, but you must pay out-of-pocket  and submit a reimbursement request.  

• Reimbursement per day is maximum of $190, after copay. 

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Q3: How do I request reimbursement for out-of-pocket care expenses? 

A: To be reimbursed, you must provide proof of payment, including: 

1) The provider’s name 

2) Date of service 

3) Amount paid 

Acceptable documentation includes a receipt provided by a care program, a screenshot of digital payment (e.g. PayPal, Zelle, or Venmo), or a photo of a check written out to the care provider. Cash payments are not  eligible for reimbursement for in-home providers. Log in to your account at wellthy.com/Member/Humana to  upload the required documentation and request reimbursement. 

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Q4: What are some examples of how payment and reimbursement may work? 

A: Using some of the same examples above:  

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• In-home care for one child only: One Backup Care day. Cost to the associate is $10 per Backup  Care day used: $10. 

• In-center care for two children at the same facility: Two Backup Care days. Cost to the associate is  $10 per Backup Care day used: $20. 

• In-home care for three children: Three Backup Care days. Cost to the associate is $10 per Backup  Care day used: $30. 

• In-home care for four children: Four Backup Care days. Cost to the associate is $10 per Backup  Care day used: $40. 

• You arrange care for your child with your neighbor in your Personal Network* for 5 hours at $20 per  hour: You pay your neighbor $100 directly, then save your proof of payment for reimbursement. You  will cover the $10 copay, use one Backup Care day, and need to submit a reimbursement form  with proof of payment to receive a $90 reimbursement.  

• You arrange care for your child with a local college student in your Personal Network* for 9 hours of  care at $25 per hour: You pay the college student $225 directly, then save your proof of payment for  reimbursement. You will pay a $10 copay, use one Backup Care day, and need to submit a  reimbursement form with proof of payment. You will receive reimbursement for $190, the maximum allowable reimbursement.

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* Wellthy’s Backup Care Specialists can add your Personal Network providers to the Wellthy Care Network  upon request. Doing so may allow Wellthy to pay your provider directly on your behalf. Please see details  in the Wellthy Account and Care Circle section. 

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Q5: How long do I have to submit for reimbursement?  

A: You have 30 days from the date you received Backup Care to claim and submit your reimbursement  request. Please make sure to allow at least 5-7 business days for your request to be reviewed, approved,  and processed before the deadline. 

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Q6: How long will it take to get my requested reimbursement? 

A: Once the appropriate documentation is submitted, a Backup Care Specialist will review the submission and  funds will be reimbursed within 5-7 business days. 

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Wellthy Account and Care Circle 

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Q1: How do I create a Wellthy account to book Backup Emergency Care? 

A: Visit wellthy.com/Member/Humana to activate your Wellthy account. You can sign up with your work or  personal email address and create a password of your choice. You will need to provide your Associate  Identification Number (AIN) when creating your account. You can find your AIN on Workday under View  Profile or under Personal Information, then About Me. Your AIN is the first item under Job Details, listed as  your Employee ID. 

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Q2: What’s a Backup Care Circle?  

A: A Backup Care Circle is like a ‘speed dial’ of your family, friends, and preferred Wellthy providers. It’s a great  planning tool you can turn to when you need to schedule Backup Care. 

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Q3: How do I build a Backup Care Circle?  

A: On your dashboard, click “Build your Backup Care Circle.” There you will be given options to add your own  providers (family*, friend, neighbor, babysitter, etc.) or choose from the Wellthy’s Care Network. All providers  added to the Wellthy platform will be required to go through Wellthy’s standard screening, credentialing, and  safety checks to be vetted. Once these providers are added into the network, Wellthy can issue payment directly. 

*Parents, grandparents, and siblings are not eligible Backup Care Providers in Personal Networks. 

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Q4: What happens if I don’t have a Backup Care Circle when I need to schedule care?  A: If you do not have a Backup Care Circle, you can work with a Backup Care Specialist to help source  preferred providers from Wellthy’s Care Network. You can click the “Request Care” button to answer a few  questions and either schedule care on your own or connect with a Backup Care Specialist, who can  assist you in finding safe and reliable providers in your area. 

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Q5: What are some tips for using Backup Emergency Care? 

A: Have your Associate Identification Number (AIN) on hand. You can find your AIN on Workday under View  Profile or under Personal Information, then About Me. Your AIN is the first item under Job Details, listed as  your Employee ID. If you think you’ll use Backup Emergency Care at some point, register in advance to  save time when you need care. Proactively search Wellthy’s Care Network for providers in your area, ask a  Backup Care Specialist to search for you, and/or add your Personal Network to have on speed dial.

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Care Providers 

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Q1: What if I have a preferred provider I already use? Do I have to use a Wellthy provider, and would  this still count as a Backup Care day? 

A: Wellthy offers you the opportunity to build your own Backup Care Circle using your Personal Network within  the Wellthy platform. If you have a family member*, neighbor, local college student, preferred sitter, etc. you  can add them to your Backup Care Circle. When you need to use a Backup Care day, you can select them  as your provider. If you would like a member of your Personal Network to be part of Wellthy’s Network, they  will be required to go through Wellthy’s standard screening, credentialing, and safety checks to ensure they  are properly vetted. Payments to personal providers will only be reimbursed through Wellthy (see Cost,  Payments & Reimbursement section). 

*Parents, grandparents, and siblings are not eligible Backup Care Providers in Personal Networks. 

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Q2: Can I choose the provider, or will I have to use a certain provider?  

A: You are not required to use a specific provider for Backup Emergency Care. Wellthy offers a network of  vetted care options. Additionally, Backup Care Specialists can assist you in finding an available provider that  suits your needs. You may also use family*, friends, or neighbors (who are not your regular caregivers) for  Backup Care. Please remember that you must provide proof of payment and documentation confirming that  care was provided to receive reimbursement. If you’d like to connect virtually with a provider in Wellthy’s  Network in advance, to determine compatibility with the needs of your family, a Wellthy Backup Care  Specialist can coordinate the arrangements. 

*Parents, grandparents, and siblings are not eligible Backup Care Providers in Personal Networks. 

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Q3: What kinds of providers will I find in Wellthy’s Care Network? 

A: Wellthy’s network consists of Care Centers, Community-Based and Faith-Based Programs, and In-Home  caregivers. 

• In-Center Care: Safe and vetted childcare centers  

• Community-Based and Faith-Based Programs: Trusted programs located in your neighborhood,  including YMCAs and JCCs 

• In-Home Providers: Professional caregivers who come to your home 

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Q4: How do I know that the providers in Wellthy’s Care Network are high-quality, safe, and reliable?  A: Wellthy’s Care Network Backup Care providers are thoroughly screened and vetted: • In-Center Care: Wellthy verifies state and federal licensing, considers online reviews across  multiple platforms and calls providers to confirm best fit.  

• Community-Based Programs: Similar to the above, Wellthy assesses online reviews, contacts  providers to ensure a good fit, and checks licensing where applicable.  

• In-Home Providers: Thorough review of past experience and comprehensive background checks  (criminal, sex offender, SSN trace, global watchlist). 

Please note: Wellthy does not directly employ or oversee any provider in the Care Network or within an individual’s  Personal Network. Wellthy does not take responsibility for the final selection, whether they are sourced by Wellthy,  the family, or through other means. If you choose a caregiver or center from your Personal Network, you are solely  responsible for their vetting and verification. 

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Care for Loved Ones with Special Needs and/or Illness

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Q1: Can I utilize Backup Care for my loved one who has different abilities (e.g. neurodivergent,  physical limitations, etc.)?  

A: Yes, Wellthy can help locate appropriate options for your loved one with diverse needs.  

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Q2: If my child is sick, can I use Backup Care?  

A: Yes, Backup Care is available when your child is mildly ill. However, please note: 

• Most group care settings (such as daycare centers, camps, or clinics) cannot accept children who have  minor illnesses or injuries (for example, a fever over 100°F, cold symptoms, cough, or minor injuries). • In-home care may be a suitable alternative if the caregiver is aware of your child’s condition and is  comfortable providing care. 

• Family members, friends, and neighbors in your Personal Network can also be good Backup Care options. We encourage you to build your Backup Care Circle in advance. 

Backup Care Specialists are available to help you create a reliable Backup Care plan for your family. 

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Resources, Support, Cancellations, and Feedback 

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Q1: What is the cancellation policy? 

A: Cancellation policies differ by provider. Wellthy will clearly communicate each provider’s policy at the time of  booking. 

If you cancel more than 24 hours before care begins and it’s allowed within the provider’s policy: • No Backup Care day is charged. 

• Any copay already paid will be refunded. 

• Refunds for advance payments are requested but not guaranteed. 

If you cancel less than 24 hours before care begins: 

• You will be charged a Backup Care day and copay. 

• Refunds are not provided. 

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Q2: What if the provider cancels my confirmed reservation?  

A: Your Backup Care Specialist will make every effort to secure care for you promptly. In these situations, we  encourage you to leverage your own Personal Network for added support.  

 If care was not secured after the cancellation:  

▪ You will not be charged a Backup Care day use.  

▪ You will not be charged your copay. 

▪ All payments will be refunded back according to the type of payment made. 

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Q3: Is this benefit taxable? 

A: Due to IRS regulations, associates will be taxed on anything over $7,500 provided tax free for dependent  childcare. This includes your Dependent Care FSA and Wellthy services. Once you hit the $7,500 limit  (combining DFSA and Wellthy reimbursements of up to $190 per day), you will begin being taxed on income  via Workday for the value of any additional Backup Care days used. 

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Q4: How do I contact Wellthy for support? 

A: Support is offered in multiple ways:

• The digital platform is available 24/7, via wellthy.com/Member/Humana or the Wellthy mobile app. • For Backup Care requests, Specialists are accessible 24/7 via platform messaging or by phone at (877)  588-3917. 

• For technical support, the Member Support team is available Monday–Friday from 8:00 a.m. to 10:00  p.m. ET by phone at (877) 588-3917 or by email at support@wellthy.com. 

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Q5: Can I provide feedback about my care experience using Wellthy’s Backup Care?  A: Once the care event is completed, connect with your Backup Care Specialist for any immediate feedback  you would like to share. You will also receive a Wellthy survey by email.

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