Complimentary Enrollment Flyers
Order printed materials to pass out during your open enrollment meeting or benefits fair. Our flyers are educational and can be helpful for employees to reference as they make their benefits selections.
Ameriflex team member at your OE
Request to have an Ameriflex team member at your virtual or in-person open enrollment meeting. You must have over 100 eligible participants to take advantage of this complimentary service.
Employee Engagement Campaign
Help your employees make informed decisions during open enrollment with our complimentary FSA email campaign. Send us your employees email addresses and we’ll send the campaigns directly to them.
Ameriflex Post-Enrollment FAQ for Participants
Do you have questions about how your spending accounts work after you’ve signed up? Review our Post-Enrollment FAQ here!
Getting Started with Your Ameriflex Account
- Q. How do I access my Ameriflex account?
A: You can access all of your account balances, transaction activity, and information by logging in to the Participant Portal. If you haven’t registered your account, select New user registration on the login page, then follow the prompts. If you need more assistance, follow these step-by-step instructions.
- Q. What should I do if I forgot my password?
A: On the Participant Portal login page, select Forgot your Password? Enter the email address connected to your account to receive an email with instructions to reset your credentials.
- Q. Is there a mobile app for Ameriflex?
A: Yes! Download the Ameriflex Mobile App on the App Store or Google Play. The app gives you the same access as the Participant Portal, allowing you to check balances, submit and track claims, and manage your account anytime.
- Q. How do I update my contact or personal information?
A: Log in to the Participant Portal, select the More tab, then select Profile from the drop-down menu. Click the blue hyperlinked Edit next to your name (or the name of the individual whose information you want to update), then make any necessary changes in the pop-up screen.
- Q. How do I set up direct deposit for reimbursements?
A: Log in to the Participant Portal, select the More tab, then select Reimbursement Settings. Click “Change Reimbursement Method,” then enter the banking information for your desired account. If you need more assistance, follow these step-by-step instructions.
Using Your Ameriflex Debit Mastercard®
Q. When will I receive my Ameriflex Debit Mastercard®?
A: Your card typically arrives 7–10 business days after your plan’s start date or your initial enrollment. It will come in a plain white envelope, so pay extra attention to your mail if you are expecting to receive a card.
Q. How do I activate my Ameriflex card?
A: When your card arrives, it will already be activated and ready for use. Your card’s PIN is also auto-generated, which you can view at any time by logging into the Participant Portal and clicking on the Card …XXXX</b > hyperlink to view the card’s information.
Q. Can I order a replacement card?
A: Yes. You can request a free replacement through the Participant Portal if your card is lost, stolen, or damaged. Once logged in, select the More tab, then select Debit Cards from the drop-down menu. Under the correct card, click the </span >Report Card as Lost or Stolen and Issue Replacement button. Please note that issuing a new card will deactivate the current one.
Q. Why was my Ameriflex card declined?
A: There are a few reasons why your card transaction may have been declined. Your card may decline if:
- The expense isn’t eligible under your plan.
- Your balance has insufficient funds.
- The merchant doesn’t use an eligible payment code or is not IIAS-compliant.
You can always check your transaction details in the Participant Portal.
Submitting Claims & Getting Reimbursed
Note: Want a walk-through of the entire claims process? Check out our Claims Process & Common Denials webinar!
Q. How do I submit a claim for reimbursement?
A: You can submit a claim through the Participant Portal or through the Ameriflex mobile app. Whether in the online portal or the app, you’ll select the File a Claim tab either at the top of your screen or in the left-hand navigation menu, then follow the prompts. If you need additional assistance, follow these step-by-step instructions for the portal or app.
Q. What documentation is required when submitting a claim?
A: You’ll need an itemized receipt or Explanation of Benefits (EOB) showing:
- Patient name
- Date of service
- Provider name
- Description of service/product
- Amount paid
If applicable, you may also need a Letter of Medical Necessity (LMN) for items and services used to help or cure a medical illness or injury. Credit card receipts alone aren’t sufficient.
Q. How long does it take to process a claim?
A: Most claims take 3–5 business days to process. You’ll receive an email once it’s approved or if additional information is needed.
Q. How can I check the status of my claim?
A: Your claims will appear in your accounts transactions list. It will initially appear as Pending as Ameriflex processes it, before being updated to Approved, Denied, or Pending Additional Information if more documentation is required.
Q. What happens if my claim is denied?
A: You’ll receive a notice explaining the reason for the denial. You can resubmit with additional documentation or appeal within the allowed timeframe.
Understanding Eligible Expenses
Q. How do I know if an expense is eligible?
A: Visit Ameriflex’s online Eligible Expense List or check with your HR department to confirm what items are eligible under your accounts.
Q. Are over-the-counter (OTC) items eligible?
A: Yes, many OTC items, such as pain relievers, cold medicine, and first-aid supplies, are eligible without a prescription, depending on the spending account. Some HRAs, whose plan rules are set by the employer, may not cover OTC items, so be sure to confirm with your HR department for this plan type. If eligible, you can order OTC items from online vendors, such as Amazon, or find nearby locations that accept RX-eligible transactions using the SIGIS Store Locator.
Q. Can I use my account for my dependents’ expenses?
A: Yes, you can use your FSA or HSA funds for eligible expenses incurred by dependents you claim on your taxes. If you have an HRA, double-check with your employer if your funds can also cover your dependents, as your employer sets the plan rules.
Q. Are cosmetic or fitness expenses eligible?
A: No, cosmetic procedures and gym memberships are generally not eligible unless prescribed for a specific medical condition. If your company has an LSA, health and wellness expenses, such as gym memberships, may be eligible. Check with your employer to confirm.
Managing Your Account Year-Round
Q. Can I change my contribution amount after enrollment?
A: You can only change your FSA election mid-year if you experience a qualified life event (e.g., marriage, birth of a child, job change). In the event of a qualified life event, contact your HR department for assistance.
Q. What happens to my FSA funds at the end of the plan year?
A: Depending on your plan, you may have unused fund options, such as:
- A grace period to spend the remaining funds, or
- A carryover amount that rolls into the next plan year
To confirm what is available to you, check with your HR department or review the rules in your Summary Plan Description (SPD).
Q. How do I handle changes in employment status?
A: If you leave your job or your employment status changes, contact your HR department. COBRA or other continuation options may be available for certain accounts.
Q. Can I transfer funds between my FSA, HSA, or HRA?
A: Unfortunately, IRS regulations do not allow transferring funds between account types.
Tax Documentation
Q. Will I receive tax forms for my account?
A: If you have an HSA, Ameriflex will issue Form 1099-SA for distributions and Form 5498-SA for contributions. FSAs and HRAs do not receive tax forms.
Q. How can I access my tax documents?
A: Your tax forms will be available in the Participant Portal and mailed to you (if applicable) by the IRS deadline. To access them online, log in to the Participant Portal, select the More tab, and then select Statements & Downloads. You can then download your 1099-SA and/or 5498-SA to your desktop.
Q. What records should I keep for tax purposes?
A: Retain all receipts and documentation for medical expenses paid through your FSA or HSA in case the IRS requests proof of eligibility.
Help & Support
Q. How do I contact Ameriflex if I need help?
A: You can reach Ameriflex Participant Support by:
- Chat: Available at www.myameriflex.com (click the chat icon in the bottom right corner)
- Email: service@myameriflex.com
Q. What are Ameriflex’s customer service hours?
A: Support is available Monday–Friday, 7:00 AM to 8:00 PM CST, and 9:00 AM to 1:00 PM CST on Saturday.
Q. How will I receive updates about my account?
A: Ameriflex sends email notifications for claim updates, card activity, and important reminders. Ensure your email address is up-to-date in your profile.
Q. Where can I find resources about my benefits?
A: Visit the Ameriflex Resource Center for guides, videos, and FAQs, and the Ameriflex Help Center for instructions and guided tutorials.
COBRA or Continuation Coverage
Q. What happens to my benefits if I leave my employer?
A: Your Ameriflex accounts may be affected. COBRA continuation may be available for some of your plans (like an FSA). You’ll receive specific instructions if you are eligible for COBRA continuation.
Q. How do I continue coverage through COBRA?
A: You’ll receive a COBRA election notice from Ameriflex. Follow the instructions to enroll and make payments to maintain your benefits.
Q. Who should I contact with questions about COBRA coverage?
A: Reach out to Ameriflex COBRA Support using the contact information provided in your COBRA notice.
Ameriflex Post-Enrollment FAQ for Plan Administrators
Do you have questions about how to manage your employees, payroll, funding, compliance, and participant support? Review our Post-Enrollment FAQ here!
General Account & Access
Q. How do I access the Ameriflex Employer Portal?
A: You can log in to the Ameriflex Employer Portal here. In the portal, you can manage participants, handle enrollment, run and view reports, and much more.
Q. What should I do if I can’t log in or forgot my administrator password?
A: On the Employer Portal login page, select Forgot your Password? Enter the email address connected to your account to receive an email with instructions to reset your credentials. If you continue to experience issues, contact Ameriflex Support for assistance.
Q. Can multiple administrators have access to the Ameriflex portal?
A: Yes. You can add plan administrators directly in the portal. On the General tab, select the Employer Contacts drop-down arrow, then select the +Add Contact hyperlink. Enter the information of the administrator that you want to add, select their access level (Limited or Full Access), and then choose which notifications they should receive. Click Save to complete the process. If you need more assistance, check out these step-by-step instructions.
Enrollment & Employee Management
Q. How do I add, terminate, or update an employee after the enrollment period?
A: You can add new employees, process terminations, or update demographic information under the Participants tab in the Employer Portal.
Q. What steps should I take when a new employee becomes eligible mid-year?
A: Once an employee becomes eligible, add them as a participant in the Employer Portal, enter their information, and elect their benefits according to your plan rules. Ameriflex will confirm their enrollment and issue any applicable debit cards.
Q. How do I handle changes in employee status (leave, termination, rehire)?
A: Update employment status in the Employer Portal promptly to ensure benefits and deductions are handled correctly. This helps prevent claims or funding discrepancies.
Q. How can I verify if an employee has completed their enrollment correctly?
A: You can find the employee within your portal, then once on that employee’s page, select the Accounts tab. You will be able to see if their plans are active.
Q. Can I upload enrollment or eligibility changes in bulk?
A: Yes. Ameriflex supports the upload of Enrollment Spreadsheets for large groups or frequent updates. Contact your Client Success Specialist if you need additional assistance.
Payroll & Contributions
Q. When should payroll deductions begin after enrollment is complete?
A: Payroll deductions should start with the first paycheck following the employee’s effective date, unless otherwise stated in your plan setup.
Q. How do I submit contributions to Ameriflex?
A: In most instances, Ameriflex does not require employers to send their employees’ payroll contributions on a per-pay basis. Instead, you should retain these funds as deducted each pay period. Ameriflex will only invoice you when employees use money from their accounts.
Q. How can I view or download reports or invoices?
A: Reports and invoices can be viewed and downloaded in the Employer Portal. Select the Invoices/Reports tab on the left side of the screen, then select the blue hyperlink of that invoice or report you would like to view.
Q. Can I export reports or data?
A: Yes. Reports can be exported in standard formats (CSV, XLS).
Claims & Reimbursements
Q. How can I track the status of employee claims?
A: You can track all of your employees’ claims in the Employer Portal. Once logged in, navigate to the Transactions tab, and be sure to select Claim as the Transaction Code. You will then be able to filter employee claims by plan type, location, status, amount, and date.
Q. Can I view or approve claims as a plan administrator?
A: Administrators do not approve individual claims. Ameriflex reviews and processes claims according to IRS and plan rules to ensure compliance.
Q. How are participants notified of claim approvals or denials?
A: Employees receive email notifications from Ameriflex, and can also view their claim details in the participant portal or mobile app.
Q. What documentation should employees provide for reimbursements?
A: Participants must submit itemized receipts or Explanation of Benefits (EOBs) showing the patient name, date of service, provider name, description of service/product, and the amount paid.
Q. How can I assist an employee whose claim was denied?
A: Direct them to the denial notice for details. They may resubmit with additional documentation or contact Ameriflex Participant Support for clarification.
Plan Design & Administration
Q. How do I update plan details such as contribution limits, plan year dates, or grace periods?
A: Contact your Ameriflex Client Relationship Manager to discuss plan amendments. Changes must comply with IRS rules and may require updated plan documents.
Q. How do I set up or modify an employer contribution for HSAs or HRAs?
A: Employer contributions can be established or adjusted through your Ameriflex representative. Contribution timing and limits must align with the terms outlined in your plan document.
Q. How do carryovers or grace periods affect new plan year balances?
A: Carryover amounts (if applicable) automatically transfer to the new plan year after the runout period ends. Grace periods allow employees extra time to spend prior-year funds.
Compliance & Documentation
Q. What compliance responsibilities does Ameriflex handle versus the employer?
A: Ameriflex manages plan administration and claim compliance; employers remain responsible for plan design, payroll accuracy, and participant eligibility.
Q. What are the IRS contribution limits for FSAs, HSAs, and HRAs?
A: Contribution limits vary annually. Ameriflex provides updated limit information each year. You can also look to IRS guidance on contribution limits and their adjustments.
Q. What documentation should I keep for compliance and audits?
A: Maintain plan documents, signed enrollment forms, payroll deduction records, and proof of employer contributions for at least seven years.
Q. Can Ameriflex help me with nondiscrimination testing or compliance reporting?
A: Yes. Ameriflex offers compliance testing and reporting services for Section 125 and related plans. Visit our Compliance Services page to see what you need and how we can help.
COBRA & Continuation Coverage
Q. What happens when an employee terminates and has COBRA-eligible benefits?
A: Ameriflex sends COBRA election notices to qualified beneficiaries if COBRA administration is part of your service package.
Q. How does Ameriflex handle COBRA notifications and enrollment?
A: Ameriflex manages all legally required COBRA notifications, enrollment processing, and premium collection on your behalf.
Q. How are COBRA payments collected and applied?
A: Terminated employees make payments directly to Ameriflex, which are applied to their continuation coverage.
Q. How can I view COBRA activity or participant status?
A: You can view COBRA Remittance reports in the Employer Portal under the Invoices/Reports tab. You can see if a participant has been terminated under the Participants tab.
Employee Support & Communication
Q. How should I direct employees who have questions about their accounts?
A: Employees should contact Ameriflex Participant Services via:
- Chat: Available at www.myameriflex.com (click the chat icon in the bottom right corner)
- Email: service@myameriflex.com
Support is available Monday–Friday, 7:00 AM to 8:00 PM CST, and 9:00 AM to 1:00 PM CST on Saturday.
Q. What communication materials or resources does Ameriflex provide for participants?
A: Ameriflex offers educational flyers, benefit guides, and online tutorials to help employees understand their accounts. These can be found in our Open Enrollment Center and shared during onboarding or open enrollment.
Q. How can I access educational tools or training for benefits administrators?
A: Our Resource Center and Help Center both have helpful product guides, relevant articles, and webinar recordings for your benefit. You can also register for live training sessions on account management and key processes by visiting our Videos and Webinars page.
Q. Who do I contact for plan support or urgent administrative issues?
A: You should reach out directly to your client Relationship Manager, whose information can be found in the Employer Portal, under the Ameriflex Contacts drop-down under the General tab.
Year-End & Renewal
Q. What steps should I take to prepare for the plan year-end?
A: Confirm all contributions are up to date, review unused balances, and notify employees about rollovers or grace periods, if applicable.
Q. How do I handle unused FSA balances or carryover elections?
A: Unused balances are managed according to your plan rules — either forfeited, carried over, or extended through a grace period.
Q. What is the timeline for renewing our Ameriflex plan for the next plan year?
A: Renewal typically begins 60–90 days before your plan year ends. Ameriflex will contact you with instructions, and you will process your entire renewal in the Employer Portal. Guidance panels will guide you through the renewal process, step by step.