SURENCY ADVANTAGEPLUS is now SURENCY FLEX

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.


Who can contribute to my HRA?

HRAs are funded solely by your employer. Your employer determines the amount and at what frequency funds will be contributed to your account.

What is the maximum amount my employer can contribute to my HRA?

There is no limit to the amount your employer can contribute, however your employer may set an annual maximum amount that will be contributed to your account.

Do I have to be enrolled in a high deductible health plan in order to be eligible to participate in an HRA?

No. HRAs can be offered in conjunction with any health plan.

What can I pay for with my HRA dollars?

You can pay for eligible medical expenses, as determined by your employer, with funds from your HRA account. Eligible medical expenses generally 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. Contact Surency Flex’s Customer Service department at 866-818-8805 to discuss the specific details of your plan. 

What if I have an FSA and an HRA through my employer? Which one pays first for qualified medical expenses?

Usually expenses eligible under both plans will be paid for with funds from your HRA first. However, your employer may specify that your FSA pays first. Contact Surency Flex’s Customer Service department at 866-818-8805 to discuss the specific details of your plan. 

What if I use funds in my HRA for non-medical expenses?

You are not allowed to use funds in your HRA for non-eligible expenses. If you do, you will receive a request from your plan administrator for reimbursement of the funds. 

Can I use the money in my HRA to pay for health insurance premiums?

Generally, you can pay for health insurance premiums and long-term care premiums with funds from your HRA account. However, your employer may specify that you cannot pay for premiums with HRA dollars. Contact Surency Flex’s Customer Service department at 866-818-8805 to discuss the specific details of your plan.

If I use my Surency Flex Benefits Card to pay for qualified 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 electronically validated, but you should always keep your receipts and other documentation for tax purposes and in case we need to further validate your expenses.

What happens if I submit a claim for an amount larger than the balance of my HRA?

You will only be reimbursed up to the amount that is in your HRA. As additional funds are contributed to your account later in the year, you can be reimbursed for qualified medical expenses paid out-of-pocket earlier in the year (as long as the expenses were incurred after the establishment of your HRA).

What if I terminate employment?

If you leave your current employer, you cannot take your HRA with you and funds remaining in your HRA cannot be paid to you, unless you continue coverage through COBRA.

What happens to funds left in my HRA at the end of the year?

Usually funds remaining in your HRA will roll over to the next year. However, your employer may specify that unused funds are forfeited at the end of the year. Contact Surency Flex’s Customer Service department at 866-818-8805 to discuss the specific details of your plan.

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 and securely contact Surency Flex.
  2. Log in to your 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 preferences.  
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 for assistance.  

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 by 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. Log in and select the “Profile’” tab. Then 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. 

STILL HAVE QUESTIONS?

Fill out the form and a Surency team member will reach out to help you as soon as possible.