Your Surency Flex Benefits Card is a special-purpose Visa® Card that gives you an easy, automatic way to pay for eligible expenses. The Benefits Card lets you electronically access the pre-tax amounts set aside in your Surency Flex accounts. Use it when paying for eligible expenses at a provider or merchant that accepts Visa Cards and uses an inventory control system. These transactions may be automatically substantiated, meaning you don’t have to file a claim and may not have to submit a receipt. However, always keep all documentation for tax purposes or in case Surency requests further documentation.
How to use your Surency Flex Benefits Card
Have the cashier ring up all of your items together.
When it is time to pay, swipe your Surency Flex Benefits Card first. Select “credit” and sign for your purchase.
Optional: In addition to your signature, you can set up a PIN number to access your funds by calling 866-898-9795. If you have a PIN number, select “debit” and enter your PIN.
All eligible expenses will be paid for from your account and deducted from your total.
If you are purchasing non-eligible items, you will need to have a second form of payment available for those items.
Keep your receipts in the event that further validation is needed.
Where to Use Your Surency Flex Benefits Card
Most doctors’ offices, pharmacies, and some retailers have category codes that allow them to accept your Surency Flex Benefits Card. Use the link below to access an online nationwide list of retailers accepting benefits cards.
If your card is connected to your Commuter or Dependent Care account, the card will work for those expenses as long as the card can identify category codes. If you have multiple accounts, your card will know which account to pull money from based on those codes as well.
Over-the-Counter Medical Purchases
Most OTC medications (not including insulin) require a doctor’s prescription in order to be considered qualified medical expenses for purchase with account funds. Surency also requires a doctor’s prescription to substantiate OTC purchases, even if paid for with your Surency Flex 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 a prescription 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.
Paying for Medical Services
You can use your Surency Flex Benefits Card to pay Medical Service Providers, which include pharmacies, hospitals, doctors’ offices and other health care facilities. If you use your card at a medical service provider, you will be required to submit documentation for substantiation. Exceptions include: plan co-payment matches and recurring expenses from a previously approved transaction.
Why is my card being declined?
You may not have enough money in your account.
You selected “debit” instead of “credit”.
You are not purchasing eligible expenses.
The provider you are purchasing from does not have an inventory control system in place or does not have the correct merchant code.
You are purchasing an over-the-counter medication that requires a prescription.
If your card is declined and you have sufficient funds in your account, you can pay out-of-pocket and file a claim with Surency online through the member portal or by using the Surency Flex mobile app.
Visit our Frequently Asked Questions page for answers.