Can I use my benefits online?

Absolutely! You can visit ContactsDirect.com or LensCraftersContacts.com to purchase contact lenses online or Glasses.com to purchase glasses online, all while utilizing your in-network vision benefits. 

How do I submit a claim?

When you visit an in-network provider, Surency Vision will take care of all the paperwork for you. If you see an out-of-network provider and you have out-of-network benefits as part of your plan, you’ll need to pay at the time of service and submit a claim form for reimbursement. Download an out-of-network claim form here.

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

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 older 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. 

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

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. 

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

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.

Does Surency have waiting periods for services?

Some employer groups may have waiting periods. Please check your benefits booklet to see if your group imposes waiting periods or log in to the Member Login to view your waiting period. 

What do I need to send to Surency to verify my child’s full-time status?

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).

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

Your son or daughter may be been taken off your vision policy because of their age. Under your group vision plan, there is an age limit for covered dependents. Please check your policy to see the dependent age limit for your specific plan. If you have further questions, please contact our Customer Service department at 866-818-8805.

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

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

The following are considered qualifying events:

• Birth/legal custody/adoption 
• Death
• Loss of other vision insurance coverage
• Marriage/divorce

Coverage begins the first of the month following the date of the qualifying event. Surency Vision 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.