Resources
At Igoe, we believe great service is everything—and we're passionate about helping with any questions or concerns you might have. But we also know that sometimes you’d rather explore and find answers on your own. That’s why we’ve created this collection of handy resources! Here, you’ll find a variety of tools to guide you through common questions and help you get the most out of your spending account, COBRA, or direct premium billing experience. Whether it’s a quick link to a specific section of our site, a how to guide, or a quick tutorial, these resources are designed to make navigating our services as easy as possible. And remember, if you ever need extra help, we’re here for you!
Video Tutorials
We’re thrilled to offer a wide selection of videos in both English and Spanish, so you can learn in the language that’s most comfortable for you! Whether you’re looking for expert tutorials or helpful tips, we’ve got something for everyone.
Check out some of our top tutorials below, and when you’re ready for more, just click “View All” to explore the full library.
Happy learning!
What is an FSA?
What is an FSA? (Spanish)
What Items are Eligible?
What is an HSA?
What is an HSA? (Spanish)
If you’re wondering how something is done, you’re in the right place! Our How-To-Guides provide a quick step-by-step overview of, well, how-to, take advantage of some of the most useful account features. If you are looking for more educational resources about how these benefits work, scoot on over to the Video Library.
How to Register - Participant Portal
Need help registering your account on the Igoe Participant Portal? This guide may be just what you need to walk you through the process.
How to Register - Igoe Mobile
Need help registering your account on Igoe Mobile? This guide may be just what you need to walk you through the process.
Need Help Setting Up Direct Deposit?
Direct Deposit is the fastest and most secure way to get reimbursed, but thanks to increased fraud activity in our world, getting it set up is a multi-step process. Use this How- To Guide to help you get through it.
How to Add an Expense (Adding a Claim) - Participant Portal
Weren’t able to use your Benefits Card (or maybe you wanted to earn those extra airline miles)? Use this How-To Guide to walk you through getting reimbursed using the “Add an Expense” feature in the Igoe Participant Portal.
Do you Need to Repay the Plan?
If you used your Benefits Card incorrectly or can’t find the required receipt, don’t worry. You can pay yourself (and the plan) back so you can use your account for another eligible expense and still get that awesome tax savings. Use this How-To Guide to walk through the repayment process using your Igoe Participant Portal account.
How to Report a Benefits Card Lost/Stolen and Order a New One
Can’t find your Benefits Card? Use the attached guide to report the card lost/stolen and request a new card.
COBRA/Direct Premium Billing - Setting Up a Recurring Payment
Want to make sure you never miss a payment for your COBRA or Direct Premium Billing Account? Use this How-To Guide to walk you through the set up process so you can rest easy knowing that your payments will be made on time (without any extra fees).
Spending Account Plan Overviews & Features
Want to learn more about a specific spending account type or a specific plan feature? We've posted some of our favorite guides below. Many of these guides contain imbedded video tutorials (which you can also access from our nifty video library if you prefer). Happy browsing!
Disaster Relief Information
While it is our hope and prayer that disasters never impact our partners and our members, they are sadly become an ongoing reality. As such, Igoe will do all we can to ensure we support our partners and members, without question and without additional expense. As we become aware of such disasters, and within the capacity of the services we offer, we will place priority on executing relief opportunities. This section of our website will be routinely updated to reflect how our team can offer help and how our partners and members can take advantage of available relief.
Currently, our thoughts and prayers are with all of our partners and members who are being impacted by the California wildfires. As of right now, we expect that the appropriate governing agencies will release relief opportunities to ensure these individuals do not lose access to care or to funds set aside in various spending accounts. We will keep all parties updated when and if such guidance is released. As it stands right now, relief has been issued for individuals impacted by the various hurricanes and tropical storms that ravaged our nation over the past several months.
On November 7, 2024, the Department of Labor (DOL) and Employee Benefits Security Administration (EBSA) issued Disaster Relief Notice 2024-01 along with a Joint Notice from the DOL, the Department of Treasury, and the Internal Revenue Service (IRS). The notices announced extensions of certain time frames for federal COBRA deadlines and spending account deadlines, specifically deadlines associated with plans like FSAs and HRAs to those affected by Hurricane Helene, Tropical Storm Helene, and Hurricane Milton. Again, we expect similar relief to be available for individuals impacted by the wildfires in California but are awaiting official guidance.
This relief impacts the due dates associated with the following services Igoe is contracted to offer on behalf of its clients:
- the provision of HIPAA special enrollment rights
- the due date associated with COBRA 60-day election periods
- COBRA premium payment deadlines
- the timing of when a Plan Sponsor needs to trigger the provision of a COBRA notice
- and the timeframe during which a plan member can file a claim, appeal, or request for external review, which includes claims made to an FSA/HRA
The standard deadlines for the above events have been extended through May 1, 2025.
Who is Eligible?
If you are an employer and your plan policy was written in any of the designated areas identified by FEMA in the below states or if you are an individual and you resided, lived, or worked in any of the designated areas during the incident period as listed below OR whose coverage was under a plan directly affected by the disasters, you are eligible to take advantage of these extended timelines.
Designated Disaster Areas and Relief Periods
Click on the links provided below to access the FEMA designated disaster area maps.
- Florida, Hurricane Helene: September 23, 2024 – May 1, 2025
- Florida, Hurricane Milton: October 5, 2024 – May 1, 2025
- Georgia, Hurricane Helene: September 24, 2024 – May 1, 2025
- North Carolina, Tropical Storm Helene: September 25, 2024 – May 1, 2025
- South Carolina, Hurricane Helene: September 25, 2024 – May 1, 2025
- Virginia, Tropical Storm Helene: September 25, 2024 – May 1, 2025
- Tennessee, Tropical Storm Helene: September 26, 2024 – May 1, 2025
How Do You Take Advantage of This Relief?
If you experience or have experienced a denial for any of the following events within the relief period:
- requesting COBRA enrollment
- making a COBRA payment
Please email [email protected] for assistance.
If you experience or have experienced a claim denial for your FSA/HRA within the relief period, please complete the claim appeal form in our Forms Library and include information regarding your eligibility for this relief as support for your appeal.
Priority is being placed on processing all appeals associated with disaster relief.