Benefits Card FAQ

FREQUENTLY ASKED QUESTIONS


General Information

What is a Surency AdvantagePlus Benefits Card?

How does the Surency AdvantagePlus Benefits Card work?

How does the Surency AdvantagePlus Benefits Card change how I am reimbursed for expenses?

Is the Surency AdvantagePlus Benefits Card just like other Visa® Cards?

How many Surency AdvantagePlus Benefits Cards will I receive?

Do I need a new Surency AdvantagePlus Benefits Card each year?

What if the Surency AdvantagePlus Benefits Card is lost or stolen?

 

Getting Started and Activating Your Card

How do I activate the Surency AdvantagePlus Benefits Card?

What dollar amount is on the Surency AdvantagePlus Benefits Card when it is activated?

 

Using the Card

Where may I use the Surency AdvantagePlus Benefits Card?

Are there places the Surency AdvantagePlus Benefits Card will not be accepted?

If asked, should I select "Debit" or "Credit"?

How does the card work in participating pharmacies, discount stores, department stores and supermarkets?

What if I lose my receipts or accidentally swipe the card for something that's not eligible?

May I use the Surency AdvantagePlus Benefits Card if I receive a statement with a Patient Due Balance for a medical service?

How do I know how much is in my account?

What if I have an expense that is more than the amount left in my account?

What are some reasons that the Surency AdvantagePlus Benefits Card might not work at point of sale?

Am I responsible for charges on lost or stolen Surency AdvantagePlus Benefits Cards?

Can I use the Surency AdvantagePlus Benefits Card to access last year's money left in my account this year?

How will I know to submit receipts to verify a change?

What if I fails to submit receipts to verify a change?

What documentation MAY be required when I utilize my Surency AdvantagePlus Benefits Card?

 

Helpful Information

Over-the-Counter Medications

Medical Service Providers

Documentation Requirements

 

 

General Information

Q: What is a Surency AdvantagePlus Benefits Card?

A:  The Surency AdvantagePlus Benefits Card is a special-purpose Visa® Card that gives you an easy, automatic way to pay for eligible health care/benefit expenses without having to come out of pocket for those expenses. The card lets you electronically access the pre-tax amounts set aside in their Health Care Flexible Spending Accounts (FSAs) or Dependent Care FSAs.

 

Q: How does the Surency AdvantagePlus Benefits Card work?

A:  It works like a Visa® Card, with the value of your account(s) contribution stored on it. When you have eligible expenses at a provider/merchant that accepts Visa® debit cards, you will use your card. The amount of eligible purchases will be deducted - automatically - from your account and the pre-tax dollars will be electronically transferred to the provider/merchant for immediate payment.

NOTE: Please see questions beginning with "How will I know to submit receipts to verify a charge?" that will explain requests for additional information.

 

Q: How does the Surency AdvantagePlus Benefits Card change how I am reimbursed for expenses?

A:  Before the Benefits Card became available, you had to pay for your eligible expenses at the time of purchase, submit claim forms along with all receipts, and then wait for the reimbursement to be processed (based on your employer's reimbursement schedule). Checks or direct deposits were issued and checks were mailed to you, then you cashed the checks. In essence, you "paid twice" - through payroll deduction and then at the point of sale - then had to wait for reimbursement.

However, with the Benefits Card, you simply swipe your cards and the funds are automatically deducted from your respective benefit account(s) for payment. The card eliminates most out-of-pocket cash outlays and paperwork, as well as the need to wait for reimbursement checks.

 

Q: Is the Surency AdvantagePlus Benefits Card just like other Visa® Cards?

A:  No. The Surency AdvantagePlus Benefits Card is a special-purpose Visa® Card that can be used only for eligible health care/benefits expenses. It cannot be used, for instance, at gas stations or restaurants. There are no monthly bills and no interest.

 

Q: How many Surency AdvantagePlus Benefits Cards will I receive?

A:  You will receive two cards free of charge. If you would like additional cards for other family members, you should complete an Additional Benefits Card Request Form found by clicking here.

 

Q: Do I need a new Surency AdvantagePlus Benefits Card each year?

A:  As long as the your account(s) remain part of your benefit plan and you elect to participate each year, the Benefits Card will be loaded with the new annual election amount at the start of each plan year or incrementally with each pay period, based on the type of account(s) you have. New cards will be automatically reissued every three (3) years.

 

Q: What if the Surency AdvantagePlus Benefits Card is lost or stolen?

A:  You should call Surency's Customer Service Department to report a lost or stolen card as soon as you realize it is missing so Surency can turn off your current card(s) and issue replacement card(s).

 

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Getting Started and Activating Your Card

Q: How do I activate the Surency AdvantagePlus Benefits Card?

A:  The Surency AdvantagePlus Benefits Card will be delivered activated, eliminating that step for participants and reducing the time it takes to begin use of the Benefits Card.

 

Q: What dollar amount is on the Surency AdvantagePlus Benefits Card when it is activated?

A:  For Health Care FSAs, the dollar value on the card will be the annual amount that you elected to contribute to your respective employee benefit account(s) during your annual benefits enrollment. It is from that total dollar amount that eligible expenses will be deducted as you use your cards or submit manual claims.

Dependent Care FSAs are funded incrementally at each pay period, so it is especially important to be aware of account balances in order to avoid card declines at the point of service.

 

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Using the Card

Q: Where may I use the Surency AdvantagePlus Benefits Card?

A:  The Surency AdvantagePlus Benefits Card can be used to pay for eligible goods and services at providers/merchants that offer these goods or services and accept Visa® prepaid cards. IRS regulations allow you to use your cards in participating pharmacies, discount stores, department stores, and supermarkets that can identify FSA-eligible items at checkout. You can find out which stores are participating by clicking here.

You cannot use your card at pharmacies, discount stores, department stores, and supermarkets that do not participate, even if you have used your card at these stores in the past. The card transaction may be declined. You can continue to use your card at health care providers, such as hospitals, doctors, and dentists.

 

Q: Are there places the Surency AdvantagePlus Benefits Card will not be accepted?

A:  Yes. The card will not be accepted at locations that do not offer the eligible goods and services, such as hardware stores, restaurants, bookstores, gas stations and home improvement stores.

Cards will not be accepted at pharmacies, discount stores, department stores, and supermarkets that cannot identify FSA-eligible items at checkout. Access an online nationwide list of retailers accepting Benefits Cards.

 

Q: If asked, should I select "Debit" or "Credit"?

A:  Surency AdvantagePlus Benefits Card is actually a prepaid card. But, since there is no "prepaid" selection available, you should select "Credit." You do not need a PIN and cannot get cash with the Surency AdvantagePlus Benefits Card.

 

Q: How does the card work in participating pharmacies, discount stores, department stores and supermarkets?

A:

  1. Bring prescriptions, vision products, OTCs and other purchases to the register at checkout to let the clerk ring them up. Have the cashier ring up all of your items together.
  2. Present the Surency AdvantagePlus Benefits Card and swipe it for payment.
  3. If the card swipe transaction is approved (e.g., there are sufficient funds in the account and at least some of the products are FSA-eligible), the amount of the FSA-eligible purchases is deducted from the account balance and no receipt follow up is required. The clerk will then ask for another form of payment for the non-FSA-eligible items.
  4. If the card swipe transaction is declined, the clerk will ask for another form of payment for the total amount of the purchase.
  5. The receipt will identify the FSA-eligible items and may also show a subtotal of the FSA-eligible purchases. Keep your receipts in the event that further validation is needed by Surency.

NOTE: When utilizing at a vision, dental, or medical provider, the service diagnosis and procedure code is not passed to Surency. As such, these services may require additional validation.

 

Q: What if I lose my receipts or accidentally swipe the card for something that's not eligible?

A:  Usually the service provider can recreate an account history and provide a replacement receipt. In the event that a receipt cannot be located, recreated, or if the expense is ineligible for reimbursement, you can send a check or money order to Surency for the amount so it can be credited back to the participant's FSA account. You may also initiate an Electronic Fund Transfer (EFT) by logging in to the Member Login Site.

 

Q: May I use the Surency AdvantagePlus Benefits Card if I receive a statement with a Patient Due Balance for a medical service?

A:  Yes. As long as you have money in your account for the balance due, the services were incurred during the current plan year, and the provider accepts Visa® debit cards, you can simply write the card number on the statement and send it back to the provider.

 

Q: How do I know how much is in my account?

A:  You can visit the Member Login site and view your account activity and current balance. Or, you can call Surency at the phone number on the back of the card to obtain your current balance. You should always know your account balance before making a purchase with the card.

 

Q: What if I have an expense that is more than the amount left in my account?

A:  By checking your account balance, you will have a good idea of how much is available. When incurring an expense that is greater than the amount remaining in your account, you may be able to split the cost at the register (check with the merchant)For example, you may tell the clerk to use the Surency AdvantagePlus Benefits Card for the exact amount left in the account, and then pay the remaining balance separately. Alternatively, you may pay by another means and submit the eligible transaction manually, online, with appropriate documentation.

 

Q: What are some reasons that the Surency AdvantagePlus Benefits Card might not work at point of sale?

A:  The most common reasons why a card may be declined at the point of sale are:

  1. You have insufficient funds in your employee benefit account to cover the expense.
  2. You are attempting to purchase not qualifying expenses. (Remove non eligible expenses and ask the merchant to retry the card.)
  3. The merchant is encountering problems (e.g. coding or swipe box issues).
  4. The provider you are purchasing from does not have an inventory control system in place or does not have the correct merchant code.
  5. You are purchasing an over-the-counter medication that requires a prescription and one was not presented to the merchant; or the merchant does not have the appropriate prescription matching system.

 

Q: Am I responsible for charges on lost or stolen Surency AdvantagePlus Benefits Cards?

A:  If Surency and the issuing bank, Bancorp, are notified within 2 business days, you will not be responsible for any charges. If the notification is after 2 days, you may be responsible for the first $50 or more. You should call Surency's Customer Service Department to report a lost or stolen card as soon as you realize it is missing so Surency can turn off your current card(s) and issue replacement card(s).

 

Q: Can I use the Surency AdvantagePlus Benefits Card to access last year's money left in my account this year?

A: The IRS allows for a grace period in the current year to use up funds carried over from the prior year. Check with your Human Resources Department to determine if your plan offers a grace period. During a grace period, your card will utilize funds from the previous plan balance before utilizing funds from the new plan year.

 

Q: How will I know to submit receipts to verify a charge?

A:  You will receive a letter or notification from Surency if there is a need to submit additional documentation. All receipts should be saved per the IRS regulations.

 

Q: What if I fail to submit receipts to verify a change?

A:  If receipts are not submitted as requested to verify a charge made with Surency AdvantagePlus Benefits Card, then the card may be suspended until receipts are received. You may be required to repay the amount charged. Submitting a receipt or repaying the amount in question will allow the card to become active again.

 

Q: What documentation MAY be required when I utilize my Surency AdvantagePlus Benefits Card?

A:  You must keep all receipts. IRS regulations require benefit card transactions to be substantiated with a third-party receipt. Credit card receipts do not satisfy this requirement. The IRS requires the following information for validation that a transaction is eligible:
  • Name of the service provider or place of purchase
  • Provider Tax ID and Signature (for Dependent Care FSAs only)
  • Date(s) the service was incurred
  • Name of the individual for whom the service or expense was provided
  • Detailed description of the service or expense provided (referred to as type of service)
  • Drug name and Rx number, if applicable
  • Amount or cost of the service or expense
  • Over-the-counter medicines or drugs, if applicable
  • A receipt showing type of item purchased (aspirin, cough medicine, bandages, etc.)

Note: Failure to provide required documentation will result in a hold being placed on your benefits card causing it to be declined at the point of sale.

 

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Helpful Information

Over-the-Counter Medications

Over-the-Counter (OTC) substantiation rules for Surency AdvantagePlus Benefit Card purchases changed in 2011. Beginning January 1, 2011, most OTC medications (not including insulin) now require a doctor's prescription in order to be considered a qualified medical expenses for purchase with FSA, HRA or HSA funds. Surency also requires a doctor's prescription to substantiate OTC purchases, even if paid for with your Surency AdvantagePlus Benefits Card. For your claim to be substantiated, you must submit the prescription (or a copy of the prescription or other documentation showing a prescription has been issued) for the OTC medicine or drug, and any other information from an independent third party (such as a receipt). For example, a pharmacy-issued receipt that identifies the name of the purchaser (or the name of the person for whom the prescription applies), the date, the amount of the purchase and an Rx number satisfies the OTC substantiation requirements. A receipt without an Rx number that is accompanied by a copy of the related prescription also satisfies OTC substantiation requirements.

Medical Service Providers

Visa® Card has category codes to identify the type of business done by merchants accepting their cards. One of these category codes is for Medical Service Providers which includes pharmacies, hospitals, doctors' offices and other health care facilities. If you use your Surency AdvantagePlus Benefits Card at a medical service provider, you will be required to submit documentation for substantiation.

Exception: Surency will auto-approve transactions that match your plan's co-payment amounts (up to multiples of five), reoccurring expenses from previously approved transactions.

Documentation Requirements

Any documentation submitted to Surency for reimbursement of qualified medical expenses is required by the IRS to include a third-party receipt that shows the following:

  • Date service was received or purchase was made
  • Description of service or item purchased
  • Dollar amount paid (after insurance, if applicable)

Any documentation submitted to Surency for reimbursement of dependent care expenses is required by the IRS to include a third-party receipt that shows the following:

  • Dates of service (must already be incurred)
  • Dollar amount paid
  • Name of day care provider

Note: If a receipt is unavailable, a signature from the provider is sufficient.

The following forms of documentation are always unacceptable for substantiation:

  • Provider statements that only indicate the amount paid, balance forward or previous balance
  • Credit card receipts that only reflect a payment
  • Bills for prepaid dependent care/medical expenses where services have not yet occurred

 

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