Surency Vision COVID-19 Update For our Members
Updated March 25, 2020
We are working diligently to ensure your needs are met.
Our customer service team is available to you by phone at 1-866-818-8805 to answer any questions you may have. In addition, our comprehensive website, Surency.com, is available 24 hours a day – 7 days a week to access your Member Account.
CAN I STILL USE MY VISION BENEFIT?
Yes. Surency is committed to maintaining service and helping you manage through these challenging times. Surency Vision providers are following all COVID-19 guidance and protocols provided by the Centers for Disease Control and Prevention (CDC), and state and local public health departments. We recommend you follow CDC guidelines regarding routine eye exams, including postponing routine visits.
Should you lose or break your glasses or require replacement contact lenses, we are encouraging members to utilize online, in-network options, including Glasses.com, ContactsDirect, Ray-Ban.com, LensCrafters.com, and TargetOptical.com. Utilizing online providers also helps assure you practice safe social distancing and avoid unnecessary risk outdoors. Your benefits are applied on these sites during checkout and your glasses are mailed right to your home. Understanding the circumstances, many of these online providers are offering free, expedited shipping and no-cost returns for extra convenience. *Check with online providers to verify available offers.
WILL PROVIDER OFFICES BE CLOSED OR OFFICE HOURS IMPACTED DUE TO COVID-19?
Yes. You should expect that numerous provider offices will be impacted due to federal, state and local restrictions, staffing, safety and other conditions. We highly recommend members call provider offices directly to verify amended location hours or possible closures. You have 24-hour access to provider contact information via our online Locate a Provider at Surency.com or you may call our customer service team at 1-866-818-8805.
CAN I ORDER EYEWEAR ONLINE USING MY BENEFITS?
Yes. You have multiple options to order prescription eyewear and contact lenses online using your benefits. If you have a valid prescription (within the last 24 months for eyewear and within the last 12 months for contact lenses), this may be an ideal solution to practice social distancing and mitigate outdoor risk. We are also actively reviewing opportunities to extend prescription requirements and provide assistance if you lost your prescription. Online, in-network options include: Glasses.com, ContactsDirect, Ray-Ban.com, LensCrafters.com, and TargetOptical.com. It’s easy to order, your benefits are applied automatically, and your glasses will be delivered right to your home. Understanding the circumstances, many of these online providers are offering free expedited shipping and no-cost returns for extra convenience. *Check with online providers to verify available offers.
WHAT IF I AM UNABLE TO VISIT A PROVIDER AND EXPERIENCE AN EYEWEAR EMERGENCY?
If you are directly impacted by COVID-19, glasses or contact lenses should be the last thing you need to worry about. If you’ve lost, broken or damaged your eyewear, please contact our Customer Service team at 1-866-818-8805.
If you are unable to leave your home or locate an open provider and you do not have a valid prescription, please contact our Customer Service team. You may be eligible to receive an emergency pair of replacement Adlens Adjustable Glasses at no cost (subject to availability). These temporary, emergency glasses can be adjusted to switch focus for reading, computer and distance.
ARE TELEHEALTH SERVICES AVAILABLE FOR EXAMS?
No in-home solutions are available for eye exams. At this point in time, telehealth exams for eye health still require an office visit and are available in very few locations.
Surency is continuing to provide updates as the situation progresses. Please visit our website for periodic updates at Surency.com/COVID-19.