Employees

Welcome, Participants!

Our website has the tools and resources you need to successfully administer your account(s). On this webpage you’ll find information and tools to help you answer some of our members’ most frequently asked questions.

You’ll find the following options in the dropdowns:

• Instructions on how to log in to your portal
• Step-by-step instructional guide on how to use your portal
• How to order or report a missing debit card, as well as how to check your account balance and more!

If you have any more questions after reading through this page, please use the Live Chat feature below to talk to one of our live agents or use the appropriate contact forms. Our live chat agents are available 24/7.

• Logging in & Account Information
  Logging into your Account

  Log in using your Online Portal

  First Time Users

  1. Click the Individual Login button in the upper righthand corner of benstrat.com to access your portal.
  2. Click on the Get Started button. You’ll answer a few questions and then set your own Username and Password.
  3. For a quick overview of your online portal's functionality, see our Consumer Portal User Guide below.

  Existing Users

  1. Click the Individual Login button in the upper righthand corner of benstrat.com to access your portal.
  2. Type your Username and Password into the Login box and press the Login button.
  3. Forgot your Username or Password? To reset your username and/or password, click the Forgot Username and/or Forgot Password links and follow the prompts.

  Consumer Portal User Guide

  Log into your COBRA Portal

  First Time Users

  1. Click the Individual Login button in the upper righthand corner of benstrat.com under COBRA to access your portal.
  2. Click the New User Registration.
  3. Enter the Registration Code from the New Member Login or SPM Welcome letter you received in the mail.
  4. Enter your First Name, Last Name and SSN.
  5. Click the Submit Registration button. Review the user license agreement, select the I Accept check box, and then click the Submit button.
  6. Set up your Username and Password.
  7. Click Submit & Create Account button.
  8. You will be returned to the login home page. Enter your Username and Password and then click the Sign In button.

  Existing Users

  1. Go to premiumbilling.benstrat.com.
  2. Enter your username and password.

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  Log in using your Mobile App

  First Time Users

  1. Go to your device's app store to download our app.
  2. Select "New User". After answering a few questions, you'll set your Passcode.
  3. For a quick overview of your mobile app features, see our Mobile App User Guide below.

  Existing Users

  1. Open your mobile app and enter the Passcode you set up.
  2. Forgot your Password? To reset your password click the Forgot Password link and follow the prompts.

  HSA Mobile App User GuideReimbursement Mobile App User Guide

  Log into your COBRA Mobile App

  First Time Users

  1. Click the Register Here link on the Home screen of the COBRA & Direct Billing Mobile App.
  2. The New User Registration Form must be completed in its entirety.
  3. Your Registration Code can be found within the SPM Welcome Letter or New Member Login Letter that was sent to you.
  4. Your personal Social Security Number must be provided in order to complete registration.
  5. To complete the new user registration process, the user agreement must be read and the I Agree option must be selected.
  6. Once you have read the agreement and selected the I Agree option, tap Submit & Continue. A confirmation is displayed on the screen indicating that your account was successfully created. Tap OK to close the confirmation.
  7. After you log in to the COBRA & Direct Billing Mobile App for the first time, you are required to create a Security PIN.
  8. For a quick overview of your mobile app features, see our Mobile App User Guide below.

  Existing Users

  1. To log in using your existing credentials, tap the Start Log In button.
  2. Enter your existing Username and Password and then tap Log In.

  COBRA Mobile App User Guide
  Resetting Your Username or Password

  Resetting your Username or Password

  Follow the steps below to reset your username or password.

  1. Click the Individual Login button in the upper righthand corner of benstrat.com to access your portal.
  2. To reset username and/or password, click the Forgot Username and/or Forgot Password links and follow the prompts.

  Tips for your credentials

  Usernames

  • Consumer usernames must be unique, and the system checks the uniqueness of the username when you are making changes.
  • If the username isn't unique it's considered an unsuccessful attempt to change it, and is counted toward the ten limit maximum.
  • If you exceed the allowed attempts to change the username on your online Portal or Mobile App, your account will be locked, and you will be advised to contact us.

  Password Rules

  • Must be between six and twenty characters.
  • A combination of uppercase and lowercase letters.
  • Numbers and special characters are allowed.
  Balance Inquiry

  How do I view my Account Balance?

  Follow the steps below to access your current Account Balance.

  1. Log in to your online portal or access the mobile app.
  2. See the Accounts section of the Home Page to quickly view the current Account Balance.
  3. To view all Account Activity, go to the Account Summary page by clicking the Accounts tab on the Home Page. For more details, select the underlined dollar amounts. To view enrollment detail, for example, click on the number under "Eligible Amount." Please note that by extending the line item for each account, you will see election information.

  How do I view or access plan information?

  1. The Account Overview page can be found under the Accounts Tab on the Home Page.
  2. The Plan Rules will appear in a pop-up window when you click on the applicable account name.
  3. You can also display Plan Summaries for basic details from the Home Page, under the Tools & Support section.
  4. To see the schedule information, click each applicable plan.
  Account Information Inquiry

  Do you still have questions about your account? Please use the Live Chat feature below to chat with one of our agents to answer any account-related questions. If you're unable to chat now, please send us an email using the below form by selecting Account Information as your inquiry type.

  Employee Inquiry Form

• Questions about Debit Cards and Charges
  Ordering Replacement or Additional Debit Cards

  How do I order replacement debit cards?

  Use this option when your current card is damaged or when you need additional cards. You will be issued cards with your current card number. Please keep in mind that you cannot order Debit Cards on your mobile app.

  1. Log into your online portal and provide your login information.
  2. Make sure your mailing address is correct and up to date.
  • If your address is not up to date, please update your mailing address before placing the order for debit cards.
  • If you are able to update your address on your portal, you can go under the Accounts tab, Profile Summary, and then click Update profile.
  • If you're having trouble updating your mailing address, please use our Live Chat feature below to talk to one of our agents who can assist you.
  3. Go to Accounts tab.
  4. Click on Banking/Cards.
  5. Click on Order Replacement.

  Things to Keep in Mind

  • There may be a fee to order additional cards. If you want to inquire about a fee click the Live Chat below and talk to one of our agents.
  • Cards always come in a set of 2 and will come in the account holder’s name.

  Delivery Turn Around Time

  • The months between February and November 30th are non-peak meaning debit cards are typically received within 7-10 business days (weather and postal service permitting).
  • The months between December 1st and January 30th are the busiest meaning debit cards are typically received within 14 business days (weather and postal service permitting).
  Reporting a lost/stolen Debit Card

  How do I report lost/stolen debit cards?

  When you choose this option, your current card number will no longer be active, and new cards with a new card number will be issued to you. Please keep in mind that you cannot order Debit Cards on your mobile app.

  1. Log into your online portal and provide your login information.
  2. Make sure your mailing address is correct and up to date.
  • If your address is not up to date, please update your mailing address before placing the order for debit cards.
  • If you are able to update your address on your portal, you can go under the Accounts tab, Profile Summary, and then click Update profile.
  • If you're having trouble updating your mailing address, please use our Live Chat feature below to talk to one of our agents who can assist you.
  3. Go to Accounts tab.
  4. Click on Banking/Cards.
  5. Click on Report/Stolen.
  Understanding Declined Charges

  Your debit card could be declined for a variety of reasons. The following are some of the most common explanations as to why a debit card might be declined.

  Top Reasons for a Declined Debit Card

  • Insufficient funds: Your debit card can only go through with the funds you have available on your account. Please double-check your available balance and use your debit card only for that amount. If you swipe your debit card for more than that amount, even by a penny, it will be declined.
  • Credit Card Machines: Point of sale credit card machines are typically coded in a general way according to the nature of the business processing the payment. If the provider or merchant you're using doesn't sell FSA-eligible services on a regular basis, you could get declined charges.
  • Some physicians' offices, for example, use billing companies, and that company may not be listed as a medical provider, resulting in a decline. For guidance on manually filing a claim for an eligible service, please visit our claims filing section below.
  • Square, Intuit, PayPal: These merchant devices are attached to the Provider’s smart phone/device (i.e., iPhone or Android) for credit cards acceptance, but they are not always configured to allow FSA cards to be used. The MCC (Merchant Category Code) for these transactions is not always correct or unique. You will have to file manually if it is not approved.

  Please use the Live Chat below to speak with one of our agents if you don't see your reason for a declined charge mentioned above. If you're unable to chat right now, please send us an email using the below form. If you're unable to chat now, please send us an email using the below form by selecting Declined Debit Card as your inquiry type.

  Employee Inquiry Form

• Questions about Claims Filing & Denials
  Filing Claims and Premium Payments

  Learn how to file a claim through your online portal or mobile app by visiting our Go Electronic Page. If you want to submit a paper claim form, go to our Forms and Resources page, but we strongly advise you to submit electronically. Due to much of our staff working from home, anything sent via US Mail may experience processing delays when it arrives at our office.

  Go Electronic Page

  What is Claim Substantiation?

  Please see our substantiation FAQ to obtain a better understanding of substantiation and what to do when substation is requested.

  • Claim Substantiation

  How Do I Track my Claim Status?

  1. Log into your online portal and provide your login information.
  2. To view your claims history, go to the Accounts Tab on the Home Page and then click on the Claims link. Filters can be applied using the filter option located above the transactions. Filtering options include plan year, account type, claim status, and receipt status.
  3. You can expand the claim data by clicking on the plus sign to the left of the service date for additional claim information.
  Understanding Denied Claims

  Understanding Denied Claims

  If your claim is denied, you will be able to re-upload any information missing from the initial submission. To reduce payment delays, we recommend providing a detailed ledger or EOB. Please log in to check what was missing from the initial submission. The below diagram outlines what should be included on a detailed receipt. If you need additional assistance with submitting documentation for a denied claim, please contact one of our agents via our Live Chat feature.

  1. Log into your online portal and provide your login information.
  2. To view your claims history, go to the Accounts Tab on the Home Page and then click on the Claims link.
  3. You can expand the claim data by clicking on the plus sign to the left of the service date for additional claim information

  
  Claim Submissions

  Please use the Live Chat below to speak with one of our agents if you still have any questions about claim submission. If you are unable to chat now, please fill out the form below to email us a claim or ask a question about an existing claim by selecting Claim Submissions as your inquiry type.

  Employee Inquiry Form

• Questions About Eligible Expenses & Shopping Options

  Make sure you know what type of plan you have by logging into your online portal to see what is covered under that plan. Go to the Tools & Help Tab after you've signed in. If you need assistance signing into your account use the Account Information accordion bar on this page. Check out our qualifying expense sheets below for additional information on eligible expenses.

  Click the button below to go to our Online Shopping page, which includes direct links to the FSA/HSA Stores as well as HealthShopper.

  Online Shopping Page

  Flexible Spending Accounts

  • FSA, LPFSA, and DCAP Eligible Expenses
  • FSA, LPFSA, and DCAP Eligible Expenses (Spanish)
  • FSA and DCAP Election Worksheet
  • Health Care Extended Eligible Expenses

  Commuter Choice

  • Commuter Choice Brochure
  • Commuter Choice Brochure (Spanish)
  • Commuter Choice Eligible Expense List

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  Health Savings Accounts

  • HSA Eligible Expenses
  • HSA Eligible Expenses (Spanish)

  Eligible Expense Inquiry

  Please use the Live Chat feature below to speak with one of our agents if you still have questions on eligible expenses. If you're unable to chat right now, please send us an email using the below form by selecting Eligible Expenses as your inquiry type.

  Employee Inquiry Form

• All Plan Types
  Flexible Spending Accounts

  Have questions on your Flexible Spending Account? Please use the Live Chat chat feature below to chat with one of our agents. If you're unable to chat now, please use the below form to send us an email.

  COBRA, Direct Bill, Retiree Services

  How do I file a premium payment online?

  Learn how to file a premium payment through your online portal or mobile app by visiting our Go Electronic Page.

  Go Electronic Page

  Health Savings Account

  Have questions on your Health Savings Account? Please use the Live Chat chat feature below to chat with one of our agents. If you're unable to chat now, please use the below form to send us an email.

  Health Reimbursement Arrangement

  Finding Final Service and Filing Dates

  • Log into your online portal and provide your login information.
  • From the Home page go to the Accounts section and hover over the info bubble to view Final Service and Filing Deadlines.

  How Your Plan Works

  Follow the steps below to view FAQ's on how your HRA plan works.

  • Log into your online portal and provide your login information.
  • Click the Tools & Support tab to view your plans FAQ's.
  Tuition Reimbursement

  Have questions about your Tuition plan? Please use the Live Chat chat feature below to chat with one of our agents. If you're unable to chat now, please use the below form to send us an email.

  Commuter Choice

  Have questions about your Commuter Choice plan? Please use the Live Chat chat feature below to chat with one of our agents. If you're unable to chat now, please use the below form to send us an email.

  Email Inquiry

  Please use the Live Chat feature below to speak with one of our agents if you still have questions on your plan type. If you're unable to chat right now, please send us an email using the below form by selecting Plan Type as your inquiry type.

  Employee Inquiry Form

• Online Forms
  • Cobra Termination Request Form
  • COBRA Refund Request Form
  • Void and Reissue Request Form