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.

Are there minimum and maximum amounts I can contribute?

Your employer may specify a minimum and/or a maximum contribution amount that you may contribute. During your enrollment period, the minimum and/or maximum contribution amount will be communicated by your employer.

Can I change the amount of money I set aside in my FSA in the middle of the Plan Year?

You can only change the amount if you’ve had a qualifying life event during the Plan Year. This includes marriage, divorce, birth or adoption of a child, death of a family member or an employment status change for yourself or your spouse. 

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.

What funds are available to me on the first day of the Plan Year?

The entire amount you elected to set aside for the year is available to you on the first day of the Plan Year.

If I use my Surency Flex Benefits Card to pay for eligible medical 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.

How do I know how much is in my account?

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, visit the “Statements & Notifications" tab to select your notification preference.
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 can I pay for with my Health Care FSA dollars?

You can use money set aside in your FSA on eligible medical expenses, generally those medical expenses not covered by insurance. Eligible medical expenses include diagnosis, treatment and prevention of disease or treatment for any part or function of the body. Cosmetic medical expenses (such as a facelift) and expenses that benefit your general health (such as health club fees) are not eligible. Click here to view a list of eligible medical expenses.

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.

Do I need to wait for the money to be deposited into my account before I can make a claim for reimbursement?

Not with a Health Care FSA. The entire amount you set aside is available to you on the first day of the Plan Year.

Can I request FSA reimbursement for eligible services I received before the Plan Year began if I am not billed until after the start of the Plan Year?

No. According to IRS guidelines, an expense is incurred on the date the service is provided, not when you are billed or when you pay for the service.

Can I be reimbursed for my spouse’s deductible, copays or other out-of-pocket medical expenses?

Yes, your Health Care FSA dollars can be used to reimburse eligible out-of-pocket medical expenses (not covered by insurance or any other plan) incurred by: yourself, your spouse, your dependent children (under age 27 as of the end of the employee's taxable year), and your qualified relatives (as defined in your group’s Plan Document).

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 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.