Over-the-Counter Medications

Most Over-the-Counter (OTC) medications (not including insulin) require a doctor’s prescription in order to be considered a qualified medical expense for purchase with FSA, HRA or HSA funds. Surency also requires a doctor's prescription to substantiate OTC purchases, even if paid for with a Benefits Card. For the participant's claim to be substantiated, they must submit the prescription (or a copy of the prescription or other documentation showing a prescription has been issued) for the OTC medicine or drug and any other information from an independent third party (such as a receipt). For example, a pharmacy-issued receipt that identifies the name of the purchaser (or the name of the person for whom the prescription applies), the date, the amount of the purchase and an Rx number satisfies the OTC substantiation requirements. A receipt without an Rx number that is accompanied by a copy of the related prescription also satisfies OTC substantiation requirements.

Can I use my account in a foreign country?

When you are in a foreign country, you will not be able to use your 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 documentation may be required when I utilize my Benefits Card?

You should keep all receipts. IRS regulations require Benefits Card transactions to be substantiated with a third-party receipt. Credit card receipts do not satisfy this requirement. The IRS requires the following information for validation that a transaction is eligible:

• Name of the service provider or place of purchase
• Provider Tax ID and Signature (for Dependent Care FSAs only)
• Date(s) the service was incurred
• Name of the individual for whom the service or expense was provided
• Detailed description of the service or expense provided (referred to as type of service)
• Drug name and Rx number, if applicable
• Amount or cost of the service or expense
• Over-the-counter medicines or drugs, if applicable 
• A receipt showing type of item purchased (aspirin, cough medicine, bandages, etc.)

NOTE: Failure to provide required documentation will result in a hold being placed on your Benefits Card causing it to be declined at the point of sale.

What if I fail to submit receipts to verify a charge?

If receipts are not submitted as requested to verify a charge made the Surency Benefits Card, then the Card may be suspended until receipts are received. You may be required to repay the amount charged. Submitting a receipt or repaying the amount in question will allow the Card to become active again.

How will I know to submit receipts to verify a charge?

You will be notified by Surency if there is a need to submit additional documentation. All receipts should be saved per the IRS regulations.

Can I use the Benefits Card to access last year’s money left in the account this year?

Check the Surency Mobile App or log in to your Member Account to view your grace period details. The IRS does allow for a grace period in the current year to use up funds carried over from the prior year, but not all Surency groups choose to offer the grace period.

During a grace period, the participant's Card will utilize funds from the previous plan balance before utilizing funds from the new plan year. If you have an HSA, funds will roll over to the next year.

Am I responsible for charges on lost or stolen Benefits Cards?

If Surency and the issuing bank are notified within 2 business days, you will not be responsible for any charges. If the notification is after 2 days, you may be responsible for the first $50 or more. You should call Surency's Customer Service department to report a Card lost or stolen as soon as they realize it is missing. Surency can then turn off the current Card(s) and issue replacement Card(s).

What are some reasons that the Benefits Card might not work at point of sale?

The most common reasons why a Card may be declined at the point of sale are:

1. You have insufficient funds in your account to cover the expense.
2. You are attempting to purchase non-eligible expenses. (Remove non-eligible expenses and ask the merchant to retry the Card.)
3. The merchant is encountering problems (e.g. coding or swipe box issues).
4. The merchant does not have an inventory control system in place or does not have the correct merchant code.
5. You are purchasing an over-the-counter medication that requires a prescription, and one was not presented to the merchant or the merchant does not have the appropriate prescription matching system.

What if I have an expense that is more than the amount left in my account?

When incurring an expense that is greater than the amount remaining in your account, you may be able to split the cost at the register (check with the merchant). For example, you may tell the clerk to use the Benefits Card for the exact amount left in the account, and then pay the remaining balance separately. Alternatively, you may pay by another means and submit the eligible transaction online, with appropriate documentation.