Frequently Asked Questions:
Flexible Spending Accounts

General Administration Questions

Once I submit my FSA claim, when will the reimbursement be sent out? How soon can the reimbursement be received

Generally, claims are processed within the same week they are received. If the claim is for an eligible expense with an appropriate substantiation (e.g., receipts), then the claim is approved and reimbursement will be released. Reimbursements are typically received within 7 to 10 days of the claim approval date, or 3 to 5 days if reimbursed through direct deposit.

How can I view the balance on my account?

ProView offersa 24/7 online access to your FSA account(s). To check your balance, you may log in to your account at www.ProViewbenefits.com/login and follow these steps:

  • When logging in for the first time, your login ID is your full social security number
  • Your temporary password is the last four digits of your social security number
  • For the login method, select “Social Security Number”
  • You will be prompted to do the following:
    • Change your password
    • Enter or change your email address
    • Create a security question and answer
  • You will then be taken to the welcome screen on your account. From there, you can view your balances under the "Balances" tab.
How do I submit a claim for reimbursement?

Submitting a claim for reimbursement is easy. You may do so in a number of ways. You may submit the claim either:

  • Online:
    • Log on to www.ProViewbenefits.com
    • Under "Claims" tab, select “Submit a Claim”
    • Select the appropriate plan and plan year for your expense. Note: The expense must have been incurred within the plan year.
    • Enter the claim details, click Save, and close once you are done.
    • Once the screen shows the claim number, select “Submit and Print Claim Form”.
    • You must then sign the printed form and submit it along with the applicable substantiation to ProView via one of the following:
  • Claim Form:
    • You may download the appropriate claim form at www.ProViewbenefits.com/forms/.
    • Complete the claim form and submit with the applicable substantiation to ProView.
When do I have to submit my claim for reimbursement?

You can submit a claim for reimbursement within the plan year in which the qualified expense was incurred. Most employers have run-out periods of up to 90 days after the end of the plan year. If your employer has a grace period, you may submit your claim no later than the end of the grace period. However, you may want to submit a claim for reimbursement as soon as you can after a qualified expense to avoid missing the deadline.

How do I change my election amount?

Your FSA election is generally irrevocable meaning you cannot change your election during the plan year unless you experience a qualifying status event. A qualifying status change is a life event defined by the Internal Revenue Service that would allow for a change in your election, such as the following:

  • Divorce, legal separation, annulment, or death of your spouse
  • Child ceases to meet eligibility requirements
  • You become covered under your spouse’s group health plan
  •  Court decree that requires your spouse, a former spouse, or another individual to provide coverage for your child
  • You, your spouse, or your child becomes entitled to Medicare or Medicaid

If you experience such an event, please inform your company’s benefits department within 30 days of the occurrence of the event. Otherwise, the next opportunity for you to make an election change is during the next open enrollment or annual enrollment period.

I submitted a claim online and it is still showing in pending status. What does this mean?

Reimbursement claims submitted online are automatically placed in a pending status until the back printed claim form and required receipts/substantiation are received by ProView. Please send these to the FSA Department via one of the following:

How do I reset my password to access my FSA account online?

For your security, your password will be voided after 3 unsuccessful attempts to log in to your online account. If this happens, please contact ProView via fsa@ProViewbenefits.com or call us at (888) 289-4062. We will be happy to reset your password for you.

How do I order a debit card? How about a replacement card or a dependent card?

To order an initial card for yourself or a replacement/dependent card, a participant must fill out a Debit Card Request Form. You may download this from www.ProViewbenefits.com/forms.  Complete this form and submit it to ProView via email at fsa@ProViewbenefits.com or fax at (800) 930-0437.
   
Note that not all employers offer a debit card option, but if your employer does offer debit cards, you will receive your requested debit card about 10 to 14 days after we receive your completed form. There is no cost to you for the issuance of an initial card. However, replacement cards and dependent cards will cost you $10 and $5, respectively, and this will be charged to your FSA account.

How do I enroll in direct deposit so I can get my reimbursements directly into my bank account?

Enrolling in direct deposit is easy and your reimbursements generally deposit in to your selected bank account faster than a check reimbursement.

For your security, we strongly encourage you to enroll in direct deposit by updating your FSA account online with your direct deposit information. Follow these steps:

  • Log on to your online FSA account at www.ProViewbenefits.com/login
  • Click on the “Home” tab
  • Click the “Sign up for Direct Deposit” button at the right side of the screen
  • Fill out the required fields and click the “Sign up for Direct Deposit” button

     If you are unable to log on to your account online, please follow these steps:

  • Complete a “Flexible Spending Account Direct Deposit Form,” which you can download from www.ProViewbenefits.com/forms
  • Send the completed form and a voided check or deposit slip to ProView via:

Once your direct deposit information is entered in the system, it may take up to two claim reimbursement cycles (approximately 10 to 15 days) before your reimbursement is sent directly to your bank account.

How do I add a dependent to my FSA account?

Adding a dependent ahead of time is not necessary for the processing of your claim. If you are submitting a qualified expense for a qualified tax dependent, simply include the name and the SSN of the dependent on your claim form and ProView will take care of adding them in the system.

What special rules apply to processing Orthodontia expenses?

Orthodontia expenses have different reimbursement rules than other Health FSA-eligible expenses:

  • The reimbursable amount will be based on the payment date, not the actual date of services of the expense. This applies regardless of whether these are monthly payments or pre-payments.
  • The payments must have been made during the plan year
  • For first-time submissions, a copy of the orthodontia contract must be provided

Over-the-Counter Medicines and Drugs

Background: The landmark health care reform legislation signed by President Obama on March 23, 2010, included changes affecting employees’ Health Care Flexible Spending Accounts (FSAs).

Effective January 1, 2011:

  • You will no longer be able to use your Health Care FSA funds to reimburse you for over-the-counter medicines or drugs without a prescription (except insulin, which is still eligible for reimbursement without a prescription).
  • If you have a debit card with your Health Care FSA, you will not be able to use that debit card to purchase over-the-counter medicines or drugs.
Our Health Care FSA plan year is not a calendar year. Do these changes apply on January 1, 2011, even if our plan does not renew until after that date?

Yes. These changes are effective on January 1, 2011, regardless of the start of your plan year or the renewal date of your plan year. Example: Plan year is March 1 – February 28. You can continue to use your debit card and be reimbursed for over-the-counter medicines until December 31, 2010, but any over-the-counter medicines purchased as of January 1, 2011, will require a prescription from your doctor to be reimbursed.

Our Health Care FSA plan has a 2½-month grace period. How does this apply to the 2½-month grace period?

If the 2½-month grace period begins after December 31, 2010, any over-the-counter medicines purchased as of January 1, 2011, will require a prescription from your doctor to be reimbursed. The important point to remember here is the date you purchased the over-the-counter-medicine. If you purchased it on or after January 1, 2011, it will require a prescription to be reimbursed.

We normally have a 90-day period after the end of our plan year to submit claims for reimbursements. I believe this is called a run-out period. How does this apply to the run-out period?

If your plan year ends on December 31, 2010, any over-the-counter medicines purchased through that date will be reimbursed without a prescription during the run-out period. If your plan year ends after December 31, 2010, any over-the-counter medicines purchased as of January 1, 2011, will require a prescription from your doctor to be reimbursed during the run-out period.

Does my doctor really have to write a prescription or would a written letter from my doctor recommending the over-the-counter drug be sufficient?

The IRS recently released guidance confirming that “prescription” means a written or electronic order for a medicine or drug that  meets the legal requirements of a prescription in the state in which the medical expense is incurred and issued by an individual who is legally authorized to issue a prescription in that state. As such, a written recommendation on a letterhead from the physician’s office will not suffice if it does not meet the legal requirements of a prescription in the state in which it was issued. To avoid any issues in reimbursement, ask for a written prescription from your doctor instead.

My employer’s plan year started a few months ago and since this will become effective during our current plan year, may I make a change in my election amount because of this change?

No. The law did not include a provision for making election changes. Your election amount cannot be changed due to this reason. You may decrease your Health FSA election amount only if you experience any of the following qualified status changes:

  • Divorce, legal separation, annulment, or death of your spouse
  • Child ceases to meet eligibility requirements
  • You become covered under your spouse’s group health plan
  •  Court decree that requires your spouse, a former spouse, or another individual to provide coverage for your child
  • You, your spouse, or your child becomes entitled to Medicare or Medicaid
What other eligible health care expenses qualify for reimbursement under my Health Care FSA?

Employees sometimes forget that there are several commonly overlooked health care expenses that can be reimbursed through your Health Care FSA. With some planning, you can save tax dollars by using your Health Care FSA to pay for these expenses. Here are some commonly overlooked health care expenses:

  • Orthodontia (braces)
  • Co-payments for medical services (surgery or physician visits)
  • Treatment of acne
  • Air purifier (when prescribed by a doctor)
  • Blood pressure monitor
  • Childbirth classes/Lamaze
  • Chiropractor or Acupuncture
  • Hearing Aids
  • Exercise equipment (when recommended by a physician for a medical condition)
  • Health club membership fees (when recommended by a physician for a medical condition)
  • Hormone replacement therapy (when recommended by a physician for a medical condition)
  • Lasik eye surgery
I have a debit card that I use to purchase and pay for qualified medical expenses using my Health Care FSA. Can I still use this debit card after December 31, 2010?

Yes. Your debit card will continue to be valid and will work in doctors' offices, dental offices, hospitals, and outpatient medical facilities. Some pharmacies will be able to change their inventory systems to allow prescription drugs picked up at the pharmacist counter to be paid using your Health Care FSA debit card. Your debit card cannot be used and will not work for medicines purchased over-the-counter. You will have to use an alternate form of payment to purchase these items and submit them to us for reimbursement with a doctor’s prescription.

If I get a prescription from my doctor for over-the-counter medicines I routinely use and purchase, do I have to provide it to you every time I submit a request for reimbursement?

No. If you submit a prescription for a specific over-the-counter medicine once, we will keep that information in our records and any future requests for reimbursements for that specific over-the-counter medicine will be processed without any further need for another prescription for the remainder of the plan year.

What if I am not sure if an over-the-counter item will require a prescription or not?

There are a number of “gray” area items (examples of this include medicated bandages) that will require additional review by our claims administrators. If you have a question about a specific item, please contact our FSA Customer Service Department for guidance. Please remember that the law did not provide specifics on what items in particular are subject to this restriction.