FAQs

FAQs

How do I know how much is in my account?

There are four ways to access your plan details:

  1. The easiest option is to use the mobile app. The mobile app is available for download from the Apple App Store or Google Play. On the mobile app you can view your current account balance, file claims, purchase FSA-approved items and securely contact Surency.
  2. Log in to your online Member Account to view your account details, file claims, and more.
  3. Contact Surency Customer Service at 866-818-8805.
  4. You can also sign up to receive electronic updates on your plan via email and/or text alerts. Log in to your Member Account, visit the “Statements & Notifications" tab to select your notification preference.

What if the Benefits Card is lost or stolen?

You should call Surency's Customer Service Department to report a lost or stolen Card as soon as you realize it’s missing so Surency can turn off your current Card(s) and issue replacement Card(s). You can also report a lost/stolen Card through the mobile app or online by logging into your Member Account.  

Do I receive a new Benefits Card each year?

As long as you remain enrolled in your current accounts, the Benefits Card will be loaded with your 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. So don’t throw away your Benefits Card at the end of the year! New Cards will be automatically reissued every three years.

How many Benefits Cards will I receive?

You will receive two Cards free of charge. If you would like additional Cards for other family members, please complete an Additional Benefits Card Request Form. You can also order a replacement Card online by logging into your Member Account.

Is the Benefits Card just like other Visa® Cards?

No. The Benefits Card is a special-purpose Visa® Card that can only be used 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.

How does the Benefits Card work?

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 Cards and uses an inventory control system, you can 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 your immediate payment.

What is a Benefits Card?

The 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 pay out-of-pocket for these expenses. The Card lets you electronically access the pre-tax amounts set aside in your accounts (except Qualified Small Employer Health Reimbursement Arrangement (QSEHRA) accounts).

If I become covered under another group plan, may I continue my COBRA coverage?

No. Once you become covered under another group plan your COBRA coverage will end. COBRA is designed to provide “interim” or “gap” coverage until you enroll in a new health plan.

How do I report a change of address?

All address changes must be submitted in writing. If you move out of the service area for your health plan, you may be moved to a different health plan with a service area covering your new address. 

How do I add a new baby to my COBRA coverage?

A new baby is NOT automatically added to your COBRA coverage. You must notify Surency in writing within 30 days of the birth or adoption of the child. Failure to do so may result in your new child NOT being covered under COBRA.

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Choose your Surency account type below to log in and access your account. Reimbursement accounts include FSA, DC FSA, LP FSA, HSA, HRA, Commuter, LSA, QSEHRA, Adoption Assistance, Travel Benefits, Direct Billing and Premium Only Plans.

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