What if I lose my receipts or accidentally swipe the Card for something that’s not eligible?

Usually the service provider can recreate an account history and provide a replacement receipt. In the event that a receipt cannot be located, recreated, or if the expense is ineligible for reimbursement, you will be required to reimburse Surency for the purchase. For reimbursements, you can send a check or money order to Surency for the amount or you may initiate an Electronic Funds Transfer (EFT) through your Member Account. Once received, the amount will be credited back to your Surency account.

How does the Card work in participating pharmacies, discount stores, department stores and supermarkets?

1. Bring prescriptions, vision products, over-the-counter drugs and other purchases to the register at checkout to let the clerk ring them up. Have the cashier ring up all of your items together.
2. Present the Benefits Card and swipe it for payment.
3. If the Card swipe transaction is approved (e.g., there are sufficient funds in the account and at least some of the products are eligible), the amount of the eligible purchases is deducted from the account balance and no receipt follow up is required. The clerk will then ask for another form of payment for the non-eligible items.
4. If the Card swipe transaction is declined, the clerk will ask for another form of payment for the total amount of the purchase.
5. The receipt will identify the eligible items and may also show a subtotal of the eligible purchases. Keep your receipts in the event that further validation is needed.

NOTE: When utilizing at a vision, dental, or medical provider, the service diagnosis and procedure code is not passed to Surency. As such, these services may require additional validation.

If asked, should I select “Debit” or “Credit”?

You should select “Credit.” You do not need a PIN, and you cannot get cash back with the Benefits Card. However, if participants wish, they can set up a PIN number by calling 888-898-9795. If you have a PIN number, select “Debit” and enter your PIN when checking out. 

Are there places the Benefits Card will not be accepted?

Yes. The Card will not be accepted at locations that do not offer eligible goods and services, such as hardware stores, restaurants, bookstores, gas stations and home improvement stores.

There may be some pharmacies, department stores, or supermarkets that cannot identify eligible items at checkout, in which case you may need to pay for the item up front and submit a claim for reimbursement using your Member Account or the Surency mobile app.

Where can I use the Benefits Card?

The Benefits Card can be used to pay for eligible goods and services at providers/merchants that accept Visa® cards. IRS regulations allow you to use your Card in participating pharmacies, discount stores, department stores, and supermarkets that can identify eligible items at checkout. You can find out which stores are participating by clicking here. 

You can also use your Cards at health care providers, such as hospitals, doctors, and dentists.

What dollar amount is on the Benefits Card when it arrives?

For Health Care FSAs, the dollar value on the Card will be the annual amount you elected to contribute to your account during your annual benefits enrollment. It's from that total dollar amount that eligible expenses will be deducted as you use the Card or submit claims.

Dependent Care FSA and HSAs are funded incrementally at each pay period, so it is especially important to be aware of account balances in order to avoid Card declines at the point of service.

For HRAs, the dollar value will depend on employer contribution amount and frequency.

How do I activate my Benefits Card?

The Benefits Card is delivered activated. No additional steps need to be taken to utilize your Card.   

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.

What if the Benefits Card is lost or stolen?

You should call Surency's Customer Service Department to report a lost or stolen Card as soon as you realize it’s missing so Surency can turn off your current Card(s) and issue replacement Card(s). You can also report a lost/stolen Card through the mobile app or online by logging into your Member Account.