OneExchange is now Via Benefits

Medicare Connector services stay the same during name change transition

By Heather Drago, Ohio Public Employees Retirement System

March 1, 2018 — Towers Watson’s OneExchange, the service Medicare-eligible plan participants use to select and enroll into health insurance coverage and manage Health Reimbursement Arrangement reimbursements, has changed its name to Via Benefits.  The new name reflects the evolving benefits landscape that we have come to know. Via Benefits will continue to offer the same year-round service you experience today, from answering questions about new coverage and providing support in choosing the right plan for your needs to helping with online account set up, understanding Explanation of Benefits forms and more.

You’ll see the change in both OneExchange and OPERS materials. We appreciate your patience during this transition as some materials may take longer to update than others.

If you or a family member have enrolled in a plan through the OPERS Medicare Connector, be sure to keep an eye out and open any Via Benefits materials or emails that come your way.

 

  • Why the change of One Exchange’s name? I can tell you from my own experience with my mother, changes in names of companies down the road cause a lot of confusion. And my instance, information was not transferred as it should have been, hence a total nightmare. Why did they change their name? Did someone buy them out?

  • Is there any consideration for increasing the HSA amount in the future. I have asked this before but have been ignored. Thank you.

    • Apologies for the oversight, I assume you are referring to your HRA (Health Reimbursement Arrangement)?.
      To provide some backstory, between 2016 and 2018, the monthly allowance amount was decreased annually until the final allowance amount was reached in 2018. The three year transition to reduce funding is complete.

      At this point, the Board has not discussed anything further about making major changes to funding. Your 2019 HRA monthly allowance amount will be communicated in your open enrollment materials this fall.

  • What does that mean, Service’s remain the same during the Name change transition? Will service’s change after the Name change?

    • Please let me clarify, there are no plans for service interruption after the name change. Via Benefits focus will continue to be on assisting you and your family.

      Thank you!

  • The service has been good but I don’t think a name change is a good idea when serving the elderly. It will likely add to the confusion of dealing with various entities, subcontractors, forms, etc. My wish is that the whole process would be very much simplified. You’ll better understand in a few years. Thanks, though.

  • This change seems to have brought about a huge delay in the processing of reimbursement claims. Delays started January 1, 2018, with processing now at triple the amount of time before that date. This was blamed on “a backlog.” It seems that a “backlog” could be cleared up in two months. I am now awaiting reimbursement that was filed one month ago. This is not service and is not acceptable.

    • The name change is unrelated to any reimbursement delays you may be experiencing. Please check your online account for reimbursement tracking information and call Via Benefits with any questions related to reimbursement. Thank you for your patience!

  • What is Via Benefits website address and email address? Thanks for your continued oversight and advocacy on our behalf.

    • Thank you. The Via Benefits website address is https://my.viabenefits.com/OPERS. There should be a behind the scenes “redirect” that happens if someone were to use the old website URL and email address. If you experience issues, please call Via Benefits (same phone number, 1-844-287-9945) and they will be able to better assist you. Great question.

      • I have tried to access the above email address you provide, and the former oneexchange email address, on TWO different computers. On all four attempts I get a message that the web site is not secure and is trying to imitate the real one. What gives?

        • Go ahead and try again. The Via Benefits website is working, but if you run into problems, please call them at 1-844-287-9945. Thanks for the heads up.

          Julie, OPERS

    • Anita,

      You can click on this link to access the Via Benefits website, although you should be redirected to the new site if you go to the old site. For questions, call Via Benefits at 844-287-9945.

      –Ohio PERS

  • I don’t have the 40 credits to get medicare for me and my wife. How does Via benifits take care of that?

    • Please call us at 1-800-222-7377 and a member of our staff would be happy to help you.

      Julie, OPERS

  • My wife has made her payments for January and February and we have not been reimbursed yet. We have been told a couple of times things would get better but it seems they do not. By the way allowing the insurance companies 4 to 6 weeks to get the information to One Exchange is ridiculous.

    • Mr. Marietta,

      Please call Via Benefits (same phone number, 1-844-287-9945) and they will be able to better assist you.

      Julie, OPERS

  • Where do you send Reimbursement Request Forms? The personalized form that I downloaded has the old postal address in El Paso, TX. Is this still the correct address?

    • Darian,

      The Via Benefits website address is https://my.viabenefits.com/OPERS. There should be a behind the scenes “redirect” that happens if you used the old website URL and email address. If you experience issues, please call Via Benefits (same phone number, 1-844-287-9945) and they will be able to better assist you.

      Julie, OPERS

  • jerry Their service is excellent, always quick & on time, everything good since Jan. 1. Name change should not matter.

    • Rose,

      I encourage you to attend our “Transitioning to the Connector” seminar, either in person or online, presented by the OPERS Education team. Created for the pre-Medicare plan participant, this seminar helps those near Medicare eligibility prepare for their transition to an individual Medicare plan through the OPERS Medicare Connector. Registration must be completed through your OPERS online account or by calling OPERS at 1-800-222-7377. If you’re not able to attend in-person, you can log in to a live Transitioning to the Connector online webinar session or watch a video or recorded presentation. Visit the Educational Opportunities for Retirees section at opers.org for webinar topics, videos and recorded presentations.

      If you have questions, please call us at 1-800-222-7377 and a member of our staff would be happy to guide you through the process.

      Julie, OPERS

  • I agree with many comments in regard to the name change and how the reimbursements work. Older people do not like ‘change’ for the sake of change. It is difficult to have to apply for reimbursement every year. Seems there could be an easier way for older adults.

    • Correct about us old folks do not like changes. We just got the routines for reimbursements. My friends have to get help every month to send to VIA the bills if there are funds available. Lots of us help each other.

  • With the name change, do I understand that I must re-submit my POA docs as caretaker of my hubby and that what was submitted was NOT transferred? Please advise. Thank You.

    • Diana,

      You do not need to resubmit your POA information due to the name change from OneExchange to Via Benefits.

      Julie, OPERS

  • Reimbursement forms should be mailed to retirees. It is not their responsibility to go online and download.

  • My name is Lyle Harsh. I am retired under OPERS. I have hospital insurance and prescription through VIA Benefits. I would now like dental insurance. Do I have to go through VIA Benefits to obtain dental insurance?

  • I recently sent reimbursement forms to One Exchange PO Box 981156 El Paso, Tx 79998-1156. Will they still process my claims?

    • Yes. The only thing that changed was the name. Reimbursement forms can be sent to either PO Box 981156, El Paso, Tx 79998-1156 or PO Box 981155, El Paso, Tx 79998-1155. Claims that go to either post office box will be processed.

      Julie, OPERS

  • Do I need a different reimbursement from now that there is a name change? I have just filled out 11 pages of OneExchange forms.

    • Several factors are considered before OPERS chooses a health care provider for pre-Medicare retirees, including the amount of coverage offered, availability across the state and cost – both for OPERS and for retirees.

      Julie, OPERS

    • If you’re referring to Via Benefits, you can reach them at 1-844-287-9945. You can contact OPERS at 1-800-222-7377.

      Julie, OPERS

  • Seems this company is a master at making sure they cannot be contacted and the people they are suppose to be servicing cannot log in to anything.

  • this is the worst customer service I have ever seen. I sat for 3 hours on the phone yesterday and no one ever answered. I have been on the phone for 1 hour already today and no one answers. Most incompetent company you will ever experience. If your company is using this company for benefits administration I promise you, that is a sign that your company truly cares absolutely nothing about you.

    • Thank you for letting us know, we’ve shared your experience with our contact at Via Benefits. With Open Enrollment ending on Saturday, the phone lines are very busy. We appreciate your patience and ask that you keep trying.

      Julie, OPERS

      • I had the same experience—on hold for a long time—no answer. Lines may be busy, but clearly they meed more employees or the option to be called back within a certain period of time..

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