How do I access my plan information?

Surency Flex offers four ways to access your plan details:

  1. The easiest option is to use the Surency Flex 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 Flex.
  2. Log in to your online Member Account to view your account details, file claims and more. 
  3. Contact Surency Flex 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 preference.  
What do I do if I’m having issues with my Member Account or the mobile app?

Contact Surency Flex Customer Service at 866-818-8805.

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

Surency Flex 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.

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

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

How do I get repaid for my expenses?

Surency Flex offers three ways to get repaid:

  1. The easiest option is to use the Surency Flex mobile app. Choose “File a Claim,” enter the requested information and snap a photo from your phone of your receipt. The claim request and receipt will be automatically sent to Surency Flex for processing.  
  2. Log in to your Member Account. Choose “File a New Claim,” upload your receipt and enter the requested information. The claim request and receipt will be sent to Surency Flex for processing.
  3. Print an FSA Claim Form and mail it to Surency Flex for processing.

Remember, if you pay for eligible medical expenses with your Surency Flex Benefits Card, you will not need to file a claim.  

What if I have incurred expenses at the end of the Plan Year, but I don’t submit a claim by the end of the Plan Year?

Your employer may specify an additional amount of time, called a "run-out period," after the last day of the Plan Year to submit claims for services you received during the Plan Year. Check the Surency Flex mobile app or log in to your Member Account to view specific details on your plan. 

What if I don’t use all of the money in my account before the end of the Plan Year?

Your employer may choose to allow a “grace period” or "roll-over amount” for any used funds. It’s best to check your Final Filing Date (last date you can file claims for the Plan Year) on the Surency Flex mobile app or by logging in to your Member Account. Remember, some Health Care FSAs are designated as “use-it-or-lose-it,” meaning you would not be allowed to rollover money left in your account. By checking your Final Filing Date prior to the end of your Plan Year, you can plan accordingly to use the funds if needed so you don’t lose any dollars.

How can I use the funds in my account without paying for expenses upfront and waiting for reimbursement?

Use your Surency Flex Benefits Card like a credit card to pay for eligible expenses at the time of service or write the Benefits Card number on the bill you receive (just like you were paying with a credit card). By providing your card as the initial form of payment, you will automatically use funds in your account and will not need to wait for reimbursement. Please note, you should keep your receipts from any Benefits Card purchases in case we need to see those for verification of the expense.

If I use my Surency Flex Benefits Card to pay for eligible expenses, do I still need to keep my receipts and other documentation?

Yes, all eligible expenses are required to be validated. Most expenses paid for with your Surency Flex Benefits Card can be automatically validated without you needing to submit anything. But you should always keep your receipts and other documentation for tax purposes or in case we need to further verify your expenses.

Can I use my account in a foreign country?

When you are in a foreign country, you will not be able to use your Surency Flex Benefits Card. However, you can still file a claim for reimbursement if it is for an eligible medical expense. Always remember to keep your documentation and receipts (in US dollars).

What is “Closing of a Plan Year”?

Closing of a Plan Year is a final review of the reimbursement accounts for all repayments throughout the Plan Year. 

Why is it important to close a Plan Year?

The IRS requires employers to report and take additional action when participants have taxable items. Therefore, in order to comply with the IRS regulations, it is important that Surency assist with the closing of your Plan Year to provide necessary reporting. 

What are taxable items?

Taxable items are pending repayments from the Plan Year. Pending repayments could be a result of a debit card transaction where the participant did not provide a receipt (claim substantiation) or the transaction was determined to be an ineligible expense. 

What reporting will be provided?

Surency will provide you with an updated Account Balance Detail Report for the previous Plan Year and a full accounting of open, unresolved repayments (taxable items).

When will the reporting be available?

The updated Account Balance Detail report will be provided 185 days after the closing of the Plan Year. The Account Balance Detail Report will be generated the 2nd day of the month following the 180 day mark.

What steps does an employer need to take? 

When the Plan Year ends, which is the final filing date for the Plan Year, the employer needs to follow these two steps:

  1. First, if allowed by law, withhold the amount of the improper charge from the employee's pay or other compensation.
  2. For terminated employees or where you cannot withhold from pay, you can report the unsubstantiated claims as income on the employee's W-2. (Amended W-2s are not required as "improper payment is reportable in the taxable year of the employee in which the indebtedness is forgiven.")

If you are using the Form 1099 method, you will need to change to the Form W-2 method.

What happens after Surency closes the Plan Year?

Surency closes your Plan Year 180 days after the Plan Year end date. At this time, Surency provides a detailed report for the previous Plan Year and a full accounting of open, unresolved repayments (taxable items). Repayments will be cancelled, debit cards will be all set to in-active and claim denials will be finalized.

What is "Closing of a Plan Year"?

Closing of a Plan Year is something your employer will do. It is a final review of reimbursement accounts for that Plan Year.