FAQ

FREQUENTLY ASKED QUESTIONS


•  How do I access my vision benefits?
Can I see one network provider for my exam and purchase my glasses through another network provider?
Do I need a claim form if I see a network provider?
My provider is not in the network. Do I need a claim form?
Will I be able to choose any eyewear product available at a network provider location?
I haven't received my ID card yet, but I have an appointment scheduled. What information does my provider need? How can I obtain an ID card?

 

Insurance Questions

•  What is Surency's mailing address?
Does my group coverage run on a calendar year or a contract year? 
Does Surency offer individual policies?
Does Surency have waiting periods for services?
I'm covered under two vision plans.  How is my coverage handled?
Do I need a referral to see a specialist?
How do I check to see if I am eligible for coverage?
Can I add a family member to my vision coverage at any time?
What does Surency consider a qualifying event?
Can I elect coverage during a contract year?
When does coverage begin after there has been a qualifying event?
How do I get an explanation of my vision coverage?
When am I eligible for vision coverage?

 

Claim Questions

•  Do I need to submit a claim?
Why was my son/daughter taken off my vision policy?
What do I need to send to Surency to verify my child's full-time student status?
I have a dependent who is fully disabled. How long is he/she covered under my policy?
Can I add family members to my vision coverage at any time?

 

COBRA Questions

•  How do I apply for COBRA coverage?
Are all employers required to offer COBRA coverage?
When does my COBRA coverage start?
I have not received a bill for my COBRA coverage.  What do I do?
How do I terminate my COBRA coverage?

 

 

Office Questions

Q: How do I access my vision benefits?

A: To access your vision benefits:
Locate the network provider most convenient to you by contacting our Customer Service department at 866.818.8805 or by checking the online Locate a Provider feature by clicking here.

Schedule an appointment. Many provider locations have evening and weekend hours to accommodate patients’ busy schedules.

Receive services. When you arrive for your appointment, identify yourself as a Surency Vision member, with an EyeMed Access or Insight Plan, and present your ID card.

 

Q: Can I see one network provider for my exam and purchase my glasses through another network provider?

A: Yes. If you see two network providers, you simply make an appointment for the exam with the network provider of your choice, then make another appointment for materials with your other network provider of choice. The network providers will contact EyeMed directly to verify eligibility and plan coverage and to obtain authorization to provide services.

Note: If you want to have your lens prescription filled by a network provider, other than the one who performed the exam, please check with the doctor’s office to ensure that it will fill another doctor’s prescription.

 

Q: Do I need a claim form if I see a network provider?

A: Claim forms are not required for services obtained at network providers. Network providers file all in-network claims using EyeMed’s online claims system.

 

Q: My provider is not in the network. Do I need a claim form?

A: Non-network providers may require members to pay for their services upfront. Members may then submit a non-network claim form and receipts to EyeMed for reimbursement. A non-network provider claim form can be obtained by clicking here.

 

Q: Will I be able to choose any eyewear product available at a network provider location?

A: Yes! By visiting a network provider you can apply your benefit toward any available frame or brand of contact lenses that fit your lifestyle. Simply consult with your provider if you have any questions about how your vision care plan will be applied to your eyewear purchase.

 

Q: I haven’t received my ID card yet, but I have an appointment scheduled. What information does my provider need? How can I obtain an ID card?

A: Your optometrist office will need your social security number or member identification number. The office may also call our office to verify coverage. You can print ID cards from the Surency web site using the following link: Member Login.

If you are a new website user, select the 'First Time here?' link and follow the directions to register. Once registered, type in your user name and password at the prompts and then select the 'Sign In' button. The next page has a link at the top of the page for 'ID Cards'. The card will have the primary subscriber’s information, but should be used as identification for all eligible dependents.

 

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Insurance Questions

Q: What is Surency’s mailing address?

A: P.O. Box 789773, Wichita, KS 67278-9773.

 

Q: Does my group coverage run on a calendar year or a contract year?

A: The anniversary date for coverage varies from group to group. Please check with your employer for specific information on your group benefits and benefit year.

 

Q: Does Surency offer individual policies?

A: Surency is a group vision benefits administrator. Therefore, we are not providing individual vision plans at this time.

 

Q: Does Surency have waiting periods for services?

A: Surency does not impose waiting periods, so members have immediate protection for all covered services. However, some employer groups have waiting periods. Please check your benefits booklet to see if your group imposes waiting periods or login to our Member Login to view your waiting period.

 

Q: I’m covered under two vision plans. How is my coverage handled?

A: Generally, if you are covered as an employee and as a dependent of an employee at another company, the coverage through your employer is primary. Children covered by parents who work for different employers are usually primary under the plan of the parent whose birthday occurs first in a calendar year (not necessarily the oldest parent). In determining coverage, total payments from both carriers cannot exceed 100 percent of the approved fee for the service. Please note that some groups have specified a “carve-out” clause in their vision programs that might limit a secondary carrier’s payment. If you have a question about Coordination of Benefits (COB), please contact our Customer Service department at 866.818.8805.

 

Q: Do I need a referral to see a specialist?

A: If you are a member of Surency Vision, you do not need a referral to receive care from a specialist. However, we strongly encourage you to use the services of an in-network specialist to maximize your benefit coverage.

 

Q: How do I check to see if I am eligible for coverage?

A: It’s easy to check your current eligibility status and view a summary of your plan’s vision benefits online using the following link Member Login or contact our Customer Service department at 866.818.8805.

 

Q: Can I add a family member to my vision coverage at any time?

A: No, dependent family members can only be added during open enrollment periods through your employer or when a qualifying event occurs.

 

Q: What does Surency consider a qualifying event?

A: The following are considered qualifying events: 
• Birth/legal custody/adoption 
• Death
• Loss of other vision insurance coverage
• Marriage/divorce

 

Q: Can I elect coverage during a contract year?

A: Coverage can only be elected during your employer's open enrollment period or if a qualifying event occurs.

 

Q: When does coverage begin after there has been a qualifying event?

A: Coverage begins the first of the month following the date of the qualifying event. Surency must receive notice of the change in eligibility status within 31 days of the qualifying event. Otherwise, the change may only be made at the renewal date of the group contract if the employer allows such open enrollment.

 

Q: How do I get an explanation of my vision coverage?

A: A vision benefits summary is available online. Please use the following link to view your eligibility/benefits from the Member Login. A Benefits Booklet explaining coverage is mailed to each new enrolled employee within 30 days of the effective date of coverage.

 

Q: When am I eligible for vision coverage?

A: Waiting periods vary between groups. Check with your employer for information specific to your group.

 

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Claim Questions

Q: Do I need to submit a claim?

A: You are only responsible for submitting claims when using benefits at an out-of-network provider, as it is the responsibility of the provider to verify eligibility and submit the claim for in-network services.

If you visit an out-of-network provider you may be responsible for paying the provider in full at the time of service, and then submitting the claim and receipts to EyeMed for reimbursement. For an out-of-network claim form, please click here.

 

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Dependent Questions

Q: Why was my son/daughter taken off my vision policy?

A: Under most group vision plans, dependents over age 26 are not eligible for vision coverage unless they are full-time students, earning at least 12 credit hours per semester. If your child is eligible for student coverage, please notify your group so he/she can be reinstated on your policy.

 

Q: What do I need to send to Surency to verify my child's full-time student status?

A: We need a copy of a document providing proof that the student is enrolled in at least 12 credit hours, (e.g., a copy of a paid tuition bill indicating class schedule or a letter from the registrar).

 

Q: I have a dependent who is fully disabled. How long is he/she covered under my policy?

A: As long as the individual remains disabled and is fully dependent on you for support, and unmarried, he or she can remain a dependent on your insurance policy. Written proof is required from the attending physician to verify the dependent's condition.

 

Q: Can I add family members to my vision coverage at any time?

A: Dependent family members can only be added during open enrollment periods through your employer, or when a qualifying event occurs.

 

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COBRA Questions

Q: How do I apply for COBRA coverage?

A: You should contact your former employer regarding eligibility for COBRA coverage and to request an application for continuation of group vision coverage.

 

Q: Are all employers required to offer COBRA coverage?

A: Not all employers are obligated to offer COBRA coverage. Please check with your former employer for information on COBRA coverage. COBRA signup periods vary, so please also check with your former employer regarding enrollment deadlines and length of coverage.

 

Q: When does my COBRA coverage start?

A: Normally, COBRA coverage begins the day following your last day of coverage. However, please check with your former employer for specific information.

 

Q: I have not received a bill for my COBRA coverage. What do I do?

A: COBRA billing authority varies by employers. Your COBRA premiums may be collected by your former employer, by Surency or by a third-party administrator hired by your former employer. You may contact Surency to inquire about payment procedures for your group. Federal law does not require us to provide a monthly billing statement. If Surency is responsible for collecting your payment, we may issue COBRA coupons to attach to your monthly payment, but it is the responsibility of the COBRA participant to make sure that their payment reaches the billing authority by the last day of the month for which premium is due. If payment is not received by the last day of the month for which premium is due, your COBRA coverage will be terminated and cannot be reinstated. For example, premium for October coverage is due on October 1. Coverage will terminate if payment is not received by October 31.

 

Q: How do I terminate my COBRA coverage?

 A: If you wish to terminate your COBRA coverage, for which Surency is the billing authority, please send written notification to our Eligibility department at P.O. Box 789773, Wichita, KS 67278-9773. Please include your name, date of birth, ID number, the requested termination date and contact information. If your former employer or a third-party administrator is the billing authority for your COBRA coverage, please contact them directly.

 

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