This subject includes information about the replacement of stolen benefits.

The reimbursement of benefits stolen through electronic theft was in place from 09/30/2024 to 12/20/2024. Requests submitted after 02/03/2025 will not be accepted.

Participants who experienced electronic benefit theft are encouraged to call the Fidelity Information Services (FIS) Automated Response Unit (ARU) as soon as they become aware of the electronic benefit theft to deactivate the compromised Electronic Benefit Transfer (EBT) card. (See EBT Customer Service 24-Hour Hotline for the FIS ARU 24-hour hotline.) FAA waives the replacement fee when EBT cards are replaced due to electronic benefit thefts.

This policy is separate from the replacement of NA benefits that are used to purchase food destroyed in a disaster or by misfortune. (See Replacement Issuance of Used NA Benefits for additional information regarding replacement of NA benefits due to misfortune or a federally declared disaster).

The participant or authorized representative has the right to request an appeal when they disagree with a decision or action taken by FAA. An appeal can be requested when any of the following occurs:

NOTE Participants are not eligible for replacement benefits pending a hearing.

See Right to an Appeal Hearing for additional information regarding the participant’s appeal rights.