Client Support

Frequently asked questions

Everything you need to know about the claims process and Parento Portal.
Section 01

Getting Started

What’s the difference between the Paid Parental Leave Insurance and our Parental Leave Policy?
The insurance policy reimburses the company for covered qualifying salary expenses paid to employees on Parental Leave. Your company Parental Leave Policy (i.e. your handbook language) is separate from the Paid Parental Leave Insurance policy and may differ from or even be more generous than the insurance policy, depending on what was decided at onboarding.
Who is Davies?
Davies is a third-party administrator (TPA) partnering with Parento for claims processing and payments. All data and documentation uploaded to the Parento portal for a claim is provided directly to Davies. Davies administers the claim, issues determination letters, and processes payment for approved claims.
What are the eligibility requirements under the Paid Parental Leave insurance policy?
Paid Parental Leave is only available to parents welcoming a new child–whether a newborn or newly adopted or fostered child–once the insurance waiting period and employee onboarding periods are met.  

There are two waiting periods in the insurance policy:

1. The initial insurance waiting period for new policies. The insurance will not reimburse any expenses if a qualifying event occurs during the initial waiting period of the insurance.

2. Employee Onboarding Period (i.e. required length of service before the child arrives).  This is found in the insurance policy and may be different from the required length of service found in your handbook language. 

‍The insurance will not reimburse any expenses if a qualifying event occurs before the employee reaches the required length of service in the insurance policy or the handbook language, even if part of the leave is after the employee reaches the required length of service.
Section 02

Pay while on Paid Parental Leave

How is the employee paid while on Paid Parental Leave?
While on paid parental leave, employees remain on company payroll. The Parental Leave Insurance will reimburse the employer for approved claims for qualifying salary expenses up to the limits of the insurance policy. The insurance never pays the employee directly.
How much of the employee’s pay does the Parental Leave insurance cover?
The percentage of pay and maximum weekly benefit eligible for reimbursement can be found in your Paid Parental Leave Insurance Policy.  The percentage of pay is excess to state programs and short-term disability. For example, if the employee’s weekly pay is $2,000 per week and they are receiving $1,000 from short-term disability, they are eligible for $1,000/week from the employer in Paid Parental Leave.  
If we allow employees to take leave intermittently, will we be eligible for reimbursement?
If the Company Paid Parental Leave policy allows intermittent leave, leave must be taken in full-week increments. If you allow employees to take leave in durations shorter than full weeks without approval at the time of policy implementation, this time may not be eligible for reimbursement. The insurance only reimburses coverable expenses for the time taken within twelve (12) months from the qualifying event or the first day of leave, whichever begins first.
What if our Parental Leave Policy offers a more generous benefit than the Paid Parental Leave Insurance policy?
If the salary expenses paid to a qualifying employee on Paid Parental Leave exceed the limits of the Insurance policy, the additional pay is not eligible for reimbursement. For example, if the employee is eligible for $3,000/week per the Parental Leave Policy but the Insurance policy only reimburses up to $2,000/week, the employer will be responsible for the remaining $1,000/week.
How will we know what to pay the employee while on Parental Leave?
You can view an estimated Payroll Schedule on the Parento Portal. The schedule will show how much an employee is receiving (or expected to receive) from all sources: regular wages, parental leave pay, short-term disability, and other state benefit programs.
Section 03

Paid Parental Leave Claims Process

How do we submit Paid Parental Leave claims?
Once you are aware of the Parental Leave, visit the Parento Portal to submit the parental leave claim. File as early as possible so our Leave Concierge can reach out to provide coaching and support to the employee and their family. The claim must be filed no later than 30 days after the employee returns to work. If the claim is not filed within 30 days, it may be denied.
What documentation is needed to file a Paid Parental Leave claim?
When you file a claim, you will need to provide the following: (1) the latest employee census data for the employee (specifically employee name, date of birth, work state, hire date, and salary) and (2) recent paystub.  Additional documentation may be requested to process the claim.
How do we know if the Paid Parental Leave claim is approved?
Davies will send a Coverage Letter directly to the employer contact provided in the claim. The Letter will also be available on the Parento Portal. The letter outlines the limits of the Insurance policy and confirms the weekly amount eligible for reimbursement if the claim is approved.Even if the claim is approved, requests for reimbursement are reviewed separately.  
What do we do if the Parental Leave Claim is denied?
If a Paid Parental Leave claim is denied, the employer will not be eligible for reimbursement for any pay provided to an employee on Parental Leave. If you think the denial was made in error, contact Leave Concierge at support@parentoleave.com.
Once a Paid Parental Leave Claim is approved, how do we get reimbursed?
Our Leave Concierge will collect the required documentation from the employee. If approved, Davies will process all reimbursements and send them directly to the employer. Before processing reimbursement, they will require a W9, banking information, and confirmation of payment method (e.g., check or wire payment).
What documentation is needed to request reimbursement?
For reimbursement requests, the documentation below must be submitted.  Our Leave Concierge will work with you and the employee to collect the required documentation.  
- Proof of payment must be provided that shows what the employee received while on Parental Leave (i.e., pay stubs or payroll report)
- Documentation of a qualifying event (e.g., birth verification, proof of placement, etc.).
- Confirmation of weekly benefit rate and proof of payments for any short-term disability and state benefits received (if applicable)
How will Davies know how much is being requested for reimbursement?
Davies will review the pay stubs/payroll report, any benefit confirmation letters, and proof of benefit payments to calculate the eligible reimbursement. They will also need to confirm the actual dates the employee took leave. You can upload applicable documentation and update parental leave dates on the Parento Portal.  Parento will work directly with Davies on your behalf.
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