FAQs

How long is a Letter of Medical Necessity (LMN) valid?

A Letter of Medical Necessity (LMN) is generally considered valid for up to 12 months from the date it is signed, unless your healthcare provider specifies a shorter treatment period. Once the applicable period ends, you may be asked to provide an updated LMN to confirm that the expense continues to be medically necessary.

In limited circumstances, an LMN may be approved for a longer period or for the lifetime of the member. This may apply when the medical condition is permanent or incurable and the recommended treatment or medically necessary item is not expected to change. Lifetime approvals are reviewed on a case-by-case basis. Having a permanent or incurable condition does not automatically mean an LMN will be valid for life. Because treatment recommendations can change over time, updated documentation may still be required. If your condition, recommended treatment, or medical need changes, we may request an updated LMN even if a previous LMN was approved for a longer period.

What records must I keep if I receive a qualified transportation or parking benefit?

If your employer utilizes a cash reimbursement system, you will have to provide Surency with receipts or some record of your expenses in order to substantiate your claim(s).

What documentation must accompany my claim in order to receive reimbursement?

Federal Regulations require you to provide a written statement from the service provider that supports your claim if the service provider supplies receipts or other documentation in the ordinary course of its business. If the service provider does not supply receipts or other documentation, check the box indicating that you have attempted to obtain a valid receipt, but the service provider does not supply one. If the service provider normally supplies documentation, such as receipts, you must provide a copy with your claim.

The documentation must contain the following:

  • The service provider’s name.
  • The date or range of dates of parking, transit, or payment. You may not claim expenses for more than one month on one line.
  • A description of the service provided (for example, "Month/Year Parking" or "Month/Year bus fare”).
  • The cost of the service or the amount paid.

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

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

How do I access my plan information?

Surency offers four ways to access your plan details:

  1. The easiest option is to use the Surency 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.
  2. Log in to your online Member Account to view your account details, file claims and more. 
  3. Contact Surency 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.

How do I know how much is in my account?

There are four ways to access your plan details:

  1. The easiest option is to use the Surency 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.
  2. Log in to your online Member Account to view your account details, file claims, and more.
  3. Contact Surency 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 receive statements/notifications by email and/or text?

Surency 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.

What do I do if I’m having issues with my Member Account or the mobile app?

Contact Surency Customer Service at 866-818-8805 for assistance.

Will Commuter Benefits funds be forfeited at the end of the calendar year?

Commuter Benefits are not tied to a benefit year, so the funds will remain in your account (funds rollover from month to month) until used or within 180 days (filing limit) after the services were provided. However, if your employment ends, any money remaining in your account will be forfeited.

Can I still participate if my commuting costs are higher than the monthly IRS limit?

You can still participate, but only expenses up to the IRS monthly limits can be paid pre-tax. Any additional costs must be paid with after-tax dollars.

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Choose your Surency account type below to log in and access your account. Reimbursement accounts include FSA, DC FSA, LP FSA, HSA, HRA, Commuter, LSA, QSEHRA, Adoption Assistance, Travel Benefits, Direct Billing and Premium Only Plans.

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