Recent COVID-19 Regulations: Information and Solutions To Help

Employees

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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 Monday – Thursday 8 AM – 6 PM, and Friday 8 AM – 5 PM.


  • Logging in & Account Information
      Logging into your Account
      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.

      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
      The 4 D's of a Detailed Receipt
      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
  • 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.

      Plan Type 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
Blog

Follow our biweekly HSA GPS blog so we can work in collaboration on HSA administration.

New Hampshire Location
967 Elm Street
Manchester, NH 03101
Directions to this office

Mailing Address
Benefit Strategies
P.O. Box 1300
Manchester, NH 03105-1300

Toll Free: 1-888-401-FLEX (3539)
Fax: 603-647-4668
Email: info@benstrat.com

Hours of Operation:
8am to 6pm Monday - Thursday
8am to 5pm Friday