FAQs

HSA FAQs

I’ve lost my Benefits Card. What should I do?

Treat your Benefits Card like a credit card. If it’s lost, contact Surency customer service immediately at 866-818-8805. Or you can report it lost within your Member Account. Log in. Select the “Profile” tab, then select “Banking/Cards”, and then “Report Lost/Stolen.” Click “Submit” to save your changes. Once you’ve reported your card lost or stolen, Surency will send you a replacement Benefits Card.

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.

Are there any tax implications if I use money from my HSA Advance fund?

No. Use of the HSA Advance fund has no tax implications. At year end, you will receive Form 5498-SA showing the amount contributed to your HSA during the year. If you have questions, contact your tax preparer or visit IRS.gov for tax preparation resources.

How do I pay back the HSA Advance funds?

Your HSA Advance repayment balance is automatically repaid as your payroll deductions and employer contributions are applied to your HSA until the advance is paid in full.

How do I know how much money is available through HSA Advance?

You can access HSA Advance details any time using the Accounts Page in your Member Account. It will tell you your Total Available Balance, which will include what is in your HSA currently plus any unused funds from HSA Advance. It will also show you a breakdown of your different accounts, including the Advance Balance, which is the amount available in your HSA Advance fund.

On the Account Activity page, you can select to view activity for your HSA or your HSA Advance account. There, you can see all transfers that have been made, and if you have an outstanding HSA Advance balance that needs to be repaid.

What if I don’t want to use this feature?

If your employer allows for HSA Advance, it is included with your HSA automatically; there is no option to opt out. If you don’t wish to use this feature, be sure to carefully monitor your HSA cash balance using the Surency mobile app or online Member Account to ensure that payments do not exceed your balance.

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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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