Backup Emergency Care Frequently Asked Questions (FAQs)

Overview

Who can use this benefit?

What’s included in this benefit?

Offering

Costs and Coverage

Provider Payment

Who can this benefit be used for?

Getting Started

Activate your Wellthy Account

Tips for signing up

How do I get in touch with Wellthy?

Dependent Verification

Why do I need to submit dependent eligibility information?

What do I need to submit to verify my dependent status, and how?

Can I book care without dependent verification?

Wellthy Care Network and Providers

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

• In-Center Care: Safe and vetted childcare centers
• Community-Based Programs: Trusted programs located in your neighborhood
• In-Home Providers: Professional caregivers who come to your home

Will I have options, or will I have to use a certain provider?

How do I know that the providers in Wellthy’s Care Network are high-quality, safe, and reliable?

Wellthy’s Care Network of backup care options are vetted providers that go through a rigorous screening process.

• 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 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 employees use a caregiver or center from their personal network, they are fully responsible for all vetting and verifying.

Costs and Payments

How much is Backup Care?

What am I responsible for?

How does the care get paid for?

Can I schedule Backup Care on my own and get reimbursed?

How long will it take to get my reimbursement?

How long do I have to submit for reimbursement?

Backup Care Allowance

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

Once you’ve 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.

If I have Backup Care days left over at the end of the year, can I roll them over to the next year?

No, you cannot roll over any unused days. You can only use the number of Backup Care your employer provides.

What if my spouse/partner and I work for the same company?

You and your partner are both eligible for your individual allowance. Each employee would need to set up their profile within the Wellthy platform.

How can I use my days across multiple loved ones?

Employee with one eligible dependent and one aging adult

• Care for their dependent child = one backup care day
• Care for their aging loved one = one backup care day
• Care for their dependent child and aging loved one on same day with the same provider = one backup care day
• Care for the dependent child and aging loved one on the same day with different providers (eg. daycare and in-home aide) = two backup care days

Employee has two eligible dependent children

• In-home care for two children with one caregiver = one backup care day (in-home providers charge by the hour, not per child)
• In-center care at the same care facility for both children = two backup care days (care facilities charges per child)
• In-center care for two children at two different centers = two backup care days
• Care only for one child = counted as one backup care day

Cancellation Policy

Note: Cancellation policies vary per provider. Wellthy will provide clear expectations around each of the providers cancellation policies when booking care so you know in advance.

If you need to cancel care more than 24 hours before the scheduled care start time

• You will not be charged a Backup Care day use.
• You will be refunded for your copay if already charged.
• In some cases, providers may request payment in advance of care to hold the spot. Wellthy will provide clear expectations around each of the providers cancellation policies when booking care so you know in advance.
• Backup Care Specialists will request a refund from the provider; however it is not guaranteed.

If you need to cancel care less than 24 hours before the scheduled care start time

• You will be charged a Backup Care day use.
• You will be charged your copay and you will not be eligible to receive a refund.
• In some cases, providers may request payment in advance of care to hold the spot. Wellthy will provide clear expectations around each of the providers cancellation policies when booking care so you know in advance.

What if the provider cancels my confirmed reservation?

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.

FAQs

Can Wellthy’s Backup Care Specialists find and schedule backup care for me?

Yes! Backup Care Specialists are here to help you find and secure care when you need care. They can also proactively help you build a list of potential options for when the time comes — this is called building your Backup Care Circle. Backup Care Specialists are available Monday - Friday from 5am to 1am ET and Saturdays and Sundays from 5pm to 1am ET.

What’s a Backup Care Circle?

A Backup Care Circle is like a ‘speed dial’ of your family, friends, preferred and vetted providers. It’s a great planning tool you can turn to when you have to schedule an urgent or planned backup care need.

How do I build a Backup Care Circle?

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.

What happens if I don’t have a Backup Care Circle when I need to schedule care?

You can either explore Wellthy’s Care Network by clicking, “Find Providers” button and schedule care on your own or enlist the help of a Backup Care Specialist by clicking the “Schedule Care” button, answer a few questions and schedule care on your own or connect with a Backup Care Specialist and they will help you find safe and reliable providers in your area.

Can I provide feedback about my care experience using Wellthy’s Backup Care?

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.

Is backup care only for when I am at work?

Can I utilize backup care for my loved one who has different abilities (eg. neurodivergent, physical limitations, etc)?

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

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

Yes, you can use backup care when your child is sick, but there are a few things to keep in mind:

• Most group care settings, like daycare centers, programs, camps, and clinics, won’t accept children who are minorly ill or have an injury (eg. fever above 100°F, a mild cold, cough, sniffles, or a minor injury)
• In-Home care can be a great option as long as the caregiver understands your child is mildly ill and is comfortable with their condition.

In these moments, family, friends, and neighbors in your personal network are also great options. We encourage families to tap into your personal network and proactively build their Backup Care Circle when possible. Don’t forget, Backup Care Specialists are here to help you build a reliable backup care plan for your family!

General

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.

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.

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._

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.

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.

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.

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._

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.

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:

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.

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.

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.

Cost, Payments & Reimbursements

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.

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.

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.

Q4: What are some examples of how payment and reimbursement may work? A: Using some of the same examples above:

• 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.

* 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.

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.

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.

Wellthy Account and Care Circle

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.

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.

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 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.

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.

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.

Care Providers

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.

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.

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

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.

Care for Loved Ones with Special Needs and/or Illness

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.

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.

Resources, Support, Cancellations, and Feedback

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.

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.

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.

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.

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.