Surency COVID-19 Update

 

Updated March 25, 2020

Surency is committed to providing proactive information to help you manage through these challenging times.

The overall health of our Surency members, clients, and employees is our priority. We are actively monitoring the Coronavirus (COVID-19) situation and want to assure you that we have developed a strategy to respond to evolving circumstances while meeting each of your needs. We are committed to ensuring that our customers and employees receive the care and services they need during this trying time.

Updates for Surency Flex Members

Updates for Surency Flex Groups/Brokers

Updates for Surency Vision Members

Updates for Surency Vision Groups/Brokers

 

Updated March 24, 2020

Dependent Care FSA (DC FSA) Election Change:
Do you need to make a change to your Dependent Care FSA due to a change in a child's day care or school? Due to the significant curtailment of coverage, you are available to reduce your Dependent Care FSA election due to the change. Please complete this form and submit via email to flex@surency.com. 

 

Updated March 20, 2020

COMMITMENT TO CUSTOMER SERVICE: Our goal is to provide you the same best-in-class service you’ve come to expect from Surency, even under these challenging circumstances.

  • Member services remains unchanged
  • Our network of national locations includes several online options and is committed to providing great service as state and any federal mandates allow. With this in mind, we encourage members to call ahead prior to visiting any office location during this time.
  • Like many providers, our national retail locations LensCrafters, Target Optical and Pearle Vision follow current CDC recommendations for sanitary procedures within facilities to maintain a healthy environment on site.

If you have any questions, please contact our Customer Service team at 866-818-8805 and we’d be happy to assist.

 

Updated March 17, 2020

Surency is committed to providing a safe and healthy environment for our employees and customers. With the increasing public health concern surrounding the COVID-19 virus, we need to do our part to protect the safety and health of our employees and the general public. 

We have instituted our business continuity plan during this time to ensure that we continue to provide excellent service to you during this time. Effective Wednesday, March 18, 2020, a majority of our workforce will be working remotely. We have planned and prepared for situations that allow us to work remotely while continuing to provide the best-in-class service you’ve come to expect from Surency. 

Our teams have the tools and resources to meet our customers’ needs. We believe there will be little to no business disruption during this time. This is an unprecedented situation and we appreciate your patience.

We will continue to provide updates on this webpage (Surency.com/COVID-19).

If you have any questions about our preparedness, please don’t hesitate to contact Sarah Patterson, VP of Marketing at 316-462-3341 or spatterson@surency.com.

 

Updated March 13, 2020

Due to the COVID-19 outbreak, Surency has activated a plan in accordance with our standard business continuity practices. The intent of the plan is to provide for the ongoing health and safety of our employees, constituents and the community while ensuring seamless service operations for our members and clients. 

Our plan calls for a phased approach consistent with guidelines recommended by the U.S. Centers for Disease Control which include assessing an incident, then containing and mitigating risk. We have assembled a response team that is monitoring the situation on an ongoing basis and implementing actions based upon our plan.

Please note, all Surency services are currently operational and will remain operational to ensure business continuity.

For precautionary measures, Surency has implemented the following control measures designed to minimize the risk of impact to our operations:

  • Hygiene: Individuals who access our facilities are asked to practice heightened levels of hygiene. To facilitate, we have installed hands-free soap and hand sanitizer throughout our facilities. We are also cleaning common areas such as door handles and copiers multiple times throughout the day.
  • Entrance Restrictions: Individuals who have a fever or flu-like symptoms are not allowed into our facilities until the individual is fever free for 24 hours, without the use of fever-reducing medicines.
  • Travel: Business related travel has been restricted to “essential-only.”
  • Public Guidance and Requirements: Surency is adhering to the requirements and recommendations of government agencies.

We are monitoring the situation closely and we are prepared should the situation escalate further. We will continue to provide updates on this webpage (Surency.com/COVID-19).

If you have any questions about our preparedness, please don’t hesitate to contact Sarah Patterson, VP of Marketing at 316-462-3341 or spatterson@surency.com.