Flex Frequently Asked Questions
Find the answers below to the questions most frequently asked by our members. If you are enrolled in a Surency Flex plan, visit the Member Account to learn more about your benefits.
Surency Flex offers four ways to access your plan details:
Contact Surency Flex Customer Service at 866-818-8805.
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.
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.
Surency Flex offers three ways to get repaid:
Remember, if you pay for eligible medical expenses with your Surency Flex Benefits Card, you will not need to file a claim.
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.
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.
Please check with your Human Resources department or contact Surency Flex’s Customer Service department at 866-818-8805 to discuss the specific details of your plan.
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.
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.
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).
Closing of a Plan Year is something your employer will do. It is a final review of reimbursement accounts for that Plan Year.
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