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Flex
Convenience® Card Questions & Answers
Please Note:
Not All Plans Participate In The Flex Convenience Card Program
The following is
important information about your Flex Convenience Card. Please
read before using your card for the first time.
If
I use my Flex Convenience Card, will I need to keep my receipts?
If I elect to participate in the Flexible Spending
Account Plan during my Open Enrollment period, will I be able to use
the Flex Card on the first day of the new plan year?
Does my Flex Card expire at the end of my plan
year?
Will my Flex Card work during the grace period
for my previous plan year?
How does the card work? What kinds of goods
and services can I purchase with the card?
What are examples of eligible locations
and providers?
Is there a “list” of eligible merchants/providers
that accept the card?
How do I sign up for the Flex Convenience Card?
Once I use the card, do I have to use it all of
the time?
How many cards will I receive?
Do I need a PIN to use the card?
What do I do if I lose the card or the card is
stolen?
What if the Flex Convenience Card is stolen
and someone uses funds from my Flexible Spending Account?
What happens if I have a $750 annual Health Care
Spending Account election and the provider/merchant uses my Flex
Convenience Card to put through a debit to my account for $1000? Will
the $750 be approved or will the entire claim be denied?
What if my card is rejected at the point of sale/service
for any reason or my doctor, dentist or other provider/merchant
doesn’t accept MasterCard, what should I do?
How do I know how much is left in my account?
How can I check my account balance before I use the Flex Convenience
Card?
Can I use my Flex Convenience Card at an ATM?
What happens if I use my Flex Convenience Card
for a prescription drug copay, but then also buy a six-pack of
soda or shampoo on the same transaction?
If ProBusiness believes I used the card
for an ineligible expense, what steps are taken? What if I don’t
respond or I don’t have supporting documentation?
Will I receive some type of report that
gives me a record of my Flex Convenience Card transactions?
Can I use my Flex Convenience Card at online pharmacies
like DrugStore.com or for mail order prescriptions?
Can I use my Flex Convenience Card to pay for
the entire bill at my doctor’s or dentist’s office?
If I use my Flex Convenience
Card, will I need to keep my receipts?
YES. Although you will not be required to complete
and submit a reimbursement request claim form, IRS regulations require
that you retain all receipts for your Flex Card® transactions
and submit them for eligibility review upon request. When you receive
a request from ProBusiness to submit receipts outlining your expense,
documentation must include; Date of Service, Description of Service
and Cost to you. Please be sure to submit your documentation immediately
upon request to avoid disruption of card use.
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If I elect to participate
in the Flexible Spending Account Plan during my Open Enrollment period,
will I be able to use the Flex Card on the first day of the new plan
year?
During the implementation of the new plan year, there
may be a period of disruption in card use. Your new, or current card
will be active 15 business days after the receipt of your Welcome
Packet from ProBusiness, or, the beginning of the plan year, which
ever is later, for the Health Care Spending Account only.
For Dependent Care, Transit and Parking, the Flex Card
will be eligible for use only after your first payroll deduction deposit
is available in your account(s), due to IRS regulations. For most
participants, the card will not be eligible for use until the second
pay period of the plan year.
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Does my Flex Card expire
at the end of my plan year?
The expiration date shown on the front of the card
is the true expiration, however, the card does expire if you do not
enroll in the new plan year. If you elect to enroll in your employer's
Flexible Spending Account, or Transportation Benefit plan, if applicable,
you may continue to use the same card. You will not be able to use
your Flex Card for charges incurred in the previous year, even during
your plan grace period, once the plan year has ended.
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Will my Flex Card work
during the grace period for my previous plan year?
(The grace period is the time established by your
employer that you have after the end of each plan year to submit your
claims for reimbursement for the previous year.)
NO: After your plan year ends, your card will no longer
work for that plan year, but you can submit a claim from with the
appropriate documentation to ProBusiness by fax or mail during the
grace period.
Example: You incurred an eligible FSA expense in
December 2003, but were not billed for the charge until January
2004. Can you use your card to pay the balance due? NO: You will
need to submit a hard copy claim and submit your documentation with
the completed claim form. Reimbursement request forms can be found
at: www.probusiness.com/fsa_cobra/forms.asp
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How
does the card work? What kinds of goods and services can I purchase
with the card?
If your plan allows, the Flex Convenience Card can
be used to pay for eligible goods and services covered by your Flexible
Spending Account, like prescription drug copays, office visit copays,
or deductibles under your health, dental, and vision plans.
The card can also be used for allowable dependent care expenses.
If your plan offers transportation administration, you may use the
Flex Convenience Card to pay for qualified commuter and parking
expenses. You may use your card at approved providers or merchants
that accept MasterCard®.
If you have questions regarding what type of expenses
are eligible under your Flexible Spending Account, please refer
to the "Eligible Expense List" link located on our web site,
at www.probusiness.com,
or call 1-800-269-0020.
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What are examples
of eligible locations and providers?
Examples of qualified Flex Convenience Card locations
and providers include, but are not limited to:
Hospitals
Physician and dental offices
Vision Care Providers
Pharmacies
Durable Medical Equipment Providers
Dependent Care Providers
Transit/Vanpool authorities, or parking facilities
Flex Convenience Cards are preprogrammed to be accepted
only at qualified merchant types relating directly to Health
Care, Dependent Care, and if applicable, Transportation expenses.
If you use your card at a provider or merchant location that is not
eligible, your card will be denied at point of sale and your purchase
will not be approved.
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Is there a “list”
of eligible merchants/providers that accept the card?
No, however, most health care, dependent care, or transportation
related providers/merchants that accept MasterCard® will
accept your card. As far as the merchant/provider is concerned,
your Flex Convenience Card is no different than any other MasterCard.
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How do I sign up for the Flex
Convenience® Card?
If you enrolled in the Flexible Spending Account, or
Transportation Benefit Account (if offered), during your enrollment
period and your employer selected the Flex Convenience Card option,
you will be mailed one card in your name along with a Cardholder Enrollment
User Agreement. Please be sure to read the cardholder agreement and
the back of your card carefully, as it details the policies and procedures
surrounding its use, in addition to outlining your responsibility
as a card user.
By signing and activating the card you are bound under
the terms of the cardholder agreement and certify that any expense
paid with the card has not been reimbursed by any other plan, nor
will you seek reimbursement by any other source. This certification,
which is also printed on the back of the card, is reaffirmed each
and every time you use your card. Additionally, you are agreeing to
acquire and retain sufficient documentation for all expenses paid
with the card and will submit documentation for eligibility review
immediately upon request by ProBusiness.
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Once I use the card, do I
have to use it all of the time?
No. You may choose to use the card for pharmacy co-payments
and file all other claims via fax at 1-800-269-5231. It
is entirely up to you how frequently you want to take advantage of
this extra convenience.
Use of the card is entirely optional. You may destroy
the card and file claims using a request for reimbursement claim form.
For your security, if you choose to destroy your card, please contact
ProBusiness immediately to initiate permanent card deactivation.
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How many cards will I receive?
You will be provided one card in your name. If you
want a card for your eligible dependent, please email bsa@probusiness.com
with the dependents name, date of birth and Social Security Number.
You may also call customer service at 1-800-269-0020. You will receive
the additional card approximately 7-10 days after placing the request.
Please note: The card is mailed directly from the MasterCard®
distribution facility. For security reasons, the card is mailed in
a plain white envelope, which has no unique identifier. The card contains
the mbi Flex Convenience® Card and MasterCard® logos
with ProBusiness' name stamped under the cardholders name, along with
the ProBusiness customer service telephone number. Since many first
time cardholders have accidentally mistaken the card for an unsolicited
charge card, please watch your mailbox carefully for receipt of your
card after you have signed up for the plan, or have requested additional
cards for your dependents.
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Do I need a PIN to use the
card?
No, there is no PIN associated with the Flex Convenience
Card. However, when using the card at self-service merchant
terminals, select the “CREDIT” option. Please be aware that
the Flex Convenience Card is not a credit card. It is a stored
value card, which uses funds directly from the reimbursement
account you are participating in.
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What do I do if I lose the
card or the card is stolen?
If you lose your card or it is stolen, contact ProBusiness
immediately by calling 1-800-269-0020. ProBusiness will deactivate
your lost/stolen card and issue you new cards. You may also report
lost or stolen cards by logging into your account at www.TheFlexCard.com,
which is available 24 hours per day, 7 days a week.
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What if the Flex Convenience
Card is stolen and someone uses funds from my Flexible Spending Account?
If the card is reported lost or stolen, it is deactivated
and reissued. It is your responsibility to check your statements
from ProBusiness to look for any transactions that you did not
incur and report those charges immediately to ProBusiness.
You can be reimbursed for fraudulent use of the card
by MasterCard® if unauthorized transactions are reported within
30 days of the date incurred. You will be required to complete the
appropriate paperwork to initiate the investigation of your fraudulent
claim.
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What happens if I have a
$750 annual Health Care Spending Account election and the provider/merchant
uses my Flex Convenience Card to put through a debit to my account for
$1000? Will the $750 be approved or will the entire claim be denied?
The entire claim will be denied because there is no
partial payment with the use of the Flex Convenience Card. This is
similar to using a personal credit card. Example: If you
have $100 left on your credit card maximum and try to charge
$125 on your card, the entire charge is denied.
If you know you only have $750 left in your annual
election for Health Care or in your Dependent Care account, you
may ask the provider/merchant to put through a charge for the $750
instead of $1000 and pay the difference out-of-pocket.
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What if my card is rejected
at the point of sale/service for any reason or my doctor, dentist or
other provider/merchant doesn’t accept MasterCard®, what
should I do?
Pay for the charge by cash, check, or other means,
keep your itemized receipts and submit a reimbursement request claim
form to ProBusiness, along with your documentation for eligibility
review. You will be reimbursed for eligible expenses according to
your employers payroll reimbursement schedule.
Reimbursement request forms are available on the ProBusiness
Web site at www.probusiness.com/fsa_cobra/forms.asp
or by calling ProBusiness at 1-800-269-0020.
Send reimbursement requests:
By fax to: 1-800-269-5231
By mail to:
ProBusiness, A Division of ADP National Accounts
PO Box 3001
Bothell, WA 98041-3001
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How do I know how much
is left in my account? How can I check my account balance before I use the
Flex Convenience Card?
Log in to view
your account balance using the Enrollment and Claims Inquiry link
on the ProBusiness Web site at www.probusiness.com/fsa_cobra/fsa_info.asp
(you will need your Social Security Number and date of birth to log
in). You may also contact our customer service center at 1-800-269-0020
or send an email to: bsa@probusiness.com
Note: You may request reimbursement for eligible expenses
up to your maximum annual Health Care Spending Account election
at any time during the plan year, however you may request reimbursement
for eligible expenses only up to your current Dependent Care
Spending Account or Transportation Benefit account contributions.
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Can I use my Flex Convenience Card
at an ATM?
No, the Flex Convenience Card is not eligible for use
at ATM’s or other unqualified merchant locations. The payment
or purchase will be denied at the point of sale when use at an ineligible
merchant location is attempted.
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What happens if I use my
Flex Convenience Card for a prescription drug copay, but then also buy a
six-pack of soda or shampoo on the same transaction?
When you sign and activate your card, you are agreeing
that all card transactions will be solely for qualified expenditures
covered by your employer’s Flexible Spending Account plan. Soda
and/or shampoo are not eligible expenses.
If you use the Flex Card for an unqualified purchase,
your account will be considered overpaid and your card will be temporarily
deactivated. You will be requested to reimburse your account for
the full amount of the ineligible expense. ProBusiness will provide
you with detailed instructions on how to pay back the funds, should
you mistakenly purchase an ineligible item. Your card and dependent
cards, if applicable, will remain disabled until you have satisfied
the overpayment on your account, and will be denied at point of sale
if use of the card is attempted.
*Please note: Continued misuse will result
in permanent deactivation of your card(s), as it is considered a violation
of the Cardholder Enrollment User Agreement. Additional, or replacement
cards will not be issued, even during a new enrollment period, or
plan year.
If you have questions about what is an eligible expense,
please refer to information on the ProBusiness Web site at www.probusiness.com/fsa_cobra/fsa_expenses.asp.
Or, you can call ProBusiness at 1-800-269-0020 or send an email to:
bsa@probusiness.com
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If ProBusiness believes
I used the card for an ineligible expense, what steps are taken? What
if I don’t respond or I don’t have supporting documentation?
ProBusiness will make an attempt to contact you regarding
the need to submit documentation for Flex Convenience Card transactions
that require eligibility review. If you do not respond
to the request within the time period stated on your notification,
or cannot provide adequate documentation of the expense, your
card will be temporarily deactivated, and the amount deemed
ineligible. The ineligible amount will be deducted from your future
Flexible Spending Account reimbursement requests until your account
is settled. Depending on the status of your account, you may
also be required to submit the ineligible reimbursement back
to your employer via check or payroll deduction.
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Will I receive some
type of report that gives me a record of my Flex Convenience Card transactions?
You can review your Flex Convenience Card transactions
and account balances as described previously at www.theflexcard.com
or by calling 1-800-269-0020. Customer Service Representatives are
available from 6:30 a.m. to 5:30 p.m. PST or you may use the
Interactive Voice Response system 24 hours a day, 7 days a week.
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Can I use my Flex Convenience
Card at online pharmacies like DrugStore.com or for mail order prescriptions?
Yes, for eligible expenses only. Enter your Flex Convenience
Card number online or on the order form as you would a credit card
number. However, if you do not have a sufficient balance in your account,
the transaction will be denied.
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Can I use my Flex Convenience
Card to pay for the entire bill at my doctor’s or dentist’s
office?
No, the purpose of a Flexible Spending Account is to
put aside pretax funds to pay for un-reimbursed medical and dependent
care expenses. Your health, dental, or vision provider must bill your
insurance carrier for their portion of the fee first. Your
Flex Convenience Card, however, may be used for charges that are not
reimbursed by your health plan, like copays, coinsurance, and
deductibles. After your health, dental, or vision plan has paid, you
may use your Flex Convenience Card to pay for the balance. Typically
physician, lab, or dental bills provide you the option to pay with
a credit card. Select MasterCard® and provide the card number
and expiration date as you would with your personal credit card. You
will then mail that information back to your provider who will process
accordingly.
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