How do I access my plan information?

Surency offers four ways to access your plan details:

1. The easiest option is to use the Surency 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 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 and visit the “Statements & Notifications” tab to select your notification preferences.

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 Surency 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.

Can I receive statements/notifications by email and/or text?

Surency offers email and text notifications regarding details of your account. To set up these features, log in to your Member Account, visit the “Statements & Notifications” tab and click on “Update Notification Preferences.” Enter your cell phone number and/or email address and choose your alert options. Click “Submit” to save your changes.

What do I do if I’m having issues with my Member Account or the mobile app?

Contact Surency Customer Service at 866-818-8805 for assistance.

How do I manage and view my account?

There are four ways to access your plan details:

• 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 and securely contact Surency. Learn more at Surency.com/App.
• Log in to your online Member Account to view your account details, file claims, and more.
• Contact Surency Customer Service at 866-818-8805.
• 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 is the difference between a Health Care FSA and a Dependent Care FSA?

Dollars from an FSA can only be used for qualified out-of-pocket medical expenses, including deductibles, copays, prescriptions and some over-the-count medications. Dependent Care FSA dollars can only be used for child care services for your dependents who are younger than thirteen years of age or adult dependents who are unable to care for themselves.

Why do I need to submit receipts/documentation for my FSA claims?

The IRS requires that FSA funds are only used on eligible expenses and that there is documentation to support that. It is Surency’s job as an FSA administrator to make sure you and your employer are compliant with the IRS rules. Learn more here.

In what situations could I lose the money in my account?

There are a few ways that you could “forfeit” the money in your account:

1. If your employer does not have a carryover amount, or rollover period, any unused amount at the end of the run-out period would be forfeited.  
2. If your employer allows a carryover (limited to $500 or less), any unused amount in excess of $660 would be forfeited.
3. Any unused amount remaining in your account upon termination of employment would be forfeited (unless you elect COBRA continuation of your Health Care FSA).

If my employer elects to use the carryover option, do I have to carry over the full $660?

No. Although the maximum amount allowed to be carried over in any Plan Year is $660, your plan may allow for a lower amount. Contact Surency’s Customer Service department at 866-818-8805 to discuss the specific details of your plan.