Complaint Review: Conexis

I too have been frustrated with the way in which this company has conducted itself with regard to processing claims.  While there are IRS codes that they also need to follow, they certainly make no effort to make the process easy for people.  While the first commenter to the original post suggested that it was simply a matter of going to the website to learn the rules, and insinuated that the original poster was the one at fault, I would say that this company does share some of the blame. 

Although it is true that the forfeited money goes to the employer, it is legal and common that the employer "use any leftover forfeited funds to apply to administrative costs incurred during the plan year[1]" which translates to "paying the company who handled the plan" in this case Conexis. It is not at all a big stretch to imagine that the less a company has to use its own money to pay for someone else to manage their FSA plan for them, the more likely they are to continue to use that same plan manager in the future. So I would disagree with the idea that there is no incentive for them to deny claims, and while this is not going to be written down in the plan manager's P&Ps, we all know the way in which a company's culture can be influential in how its employees perform their jobs.

They have never gone out of their way to help me (or anyone else I know with an FSA) to submit a claim more easily.  While the average amount of money forfeited each year is less than $100 per person, that starts to add up when a company has a lot of employees, and if Conexis helped as many people as possible to reclaim all that they set aside, there would be less money going back to the employer to offset the administration costs, and there would be no reason for the employer not to choose the least expensive plan manager they can find, who might reject more claims, but (oh, surprise) ends up saving the employer money. 

I think the commenter who spent a lot of time defending Conexis, sounds just a little too sure that there is "no incentive" at all for them to more easily reject than accept claims.  And their website could certainly be made more helpful to navigate, and to find the necessary information to get reimbursed.

I myself have a benefit card and can also file paper claims with CONEXIS as the managing company for my FSA. It's really not that difficult to understand if you get out of the "it's my money and you can't keep it."
I went out of my way to learn about Flexible Spending Accounts and what is eligible and what is not. It's on the Conexis website. Also, if you have a question you can just ask. Granted, sometimes I get an employee who is knew or who might not be as knowlegeable as someone else, but you get that with ANY company.
As far as the company KEEPING your FSA money at the end of the year, that is just not true. If you paid attention when your company gave you the information to sign up for FSA you would know that it's USE IT OR LOSE IT. It's your responsibility to make sure you elect the correct amount that you will actually be able to use. If, at the end of the year, you failed to use all of those funds, they are returned to the EMPLOYER, not Conexis. If the employer returns that money to you, they can report that money as taxable income to the IRS. This is the law. It's not that difficult to look up, rather than complain because you're not doing something correctly.
Everything on my web account tells me exactly what is required when I submit a claim. Yes, sometimes it's a hassle to go back to the doctor and get an itemized receipt, but if I have to, I have to. I try to just be proactive and get one when I leave in the first place. They will give you one if you just ask.  Since the FSA is MY MONEY, I chose to do my homework and figure out how it worked.