How do I enroll?

You can enroll, change or terminate your pre-tax deduction at any time. All changes are effective on checks issued on or after the first of the month following the change or enrollment. Once you are enrolled and have made an election for that particular month, you cannot change that monthly election. Contact Surency’s Customer Service department at 866-818-8805 to discuss the specific details of your plan.

How does the plan work?

You authorize your employer to deduct a pre-tax amount for parking or vanpooling/transit from each paycheck, up to the IRS (monthly) limits.  

• Pay for expenses with your Benefits Card and the expense is automatically deducted from your Commuter Benefits Account.
• If your transit or parking authority does not accept your Benefits Card for payment, you will need to file a claim for reimbursement.  Log in to your Member Account to file a claim.  Please see below for "Do I have to send anything with a claim form?”

What is a Commuter Benefits Program?

A Commuter Benefits program is a qualified transportation benefit program authorized by the IRS and provided by your employer. For Pre-Tax Benefit programs administered by Surency, eligible expenses are dictated by the IRS, and Surency uses those guidelines in reviewing your claims.

Qualified Transit expenses cover public transportation and vanpools carrying six or more adult passengers (excluding the driver). Any type of transit service, publicly or privately owned or operated, including bus, rail, subway, ferry, shuttle bus, and commuter highway vehicles under contract, which provides to the public and/or employees, general or special service on a regular and continuing basis, is eligible.

Qualified Parking expenses cover parking at or near work or at or near a place where you take public transportation to work.

Under a Commuter Benefits Program, you may have a transit account, parking account, or both depending on what your employer chooses to offer.

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.

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.

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 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.