Common Member Questions

Here you'll find the answers to some common questions about your vision plan. Select a category below to view questions about specific topics.

» Using Your Vision Benefit  |  » The Provider Network

 

Q. I have already registered for an account, but am receiving an error when I try to login. Why?

A. You may need to double check your username and password, then try logging in again. If you still are not able to access your account, you may be impacted by some recent IT system changes we are making to enhance services for Dearborn National Vision Care members. In this case, you will need to re-register for an account.

Using Your Vision Benefit

Q. How do I use my benefit?

A. Using your vision benefit at a network provider is easy:

  1. Locate a provider that services your plan by using the Locate a Provider feature, calling our Customer Care Center or referring to your member welcome packet.
  2. Schedule an appointment.
  3. Show your ID card at the time of your appointment.

The provider's staff will do the rest! You will only pay for any copays indicated, as well as any applicable amounts over the allowances. Your provider will supply you with these amounts.

The process varies slightly if you decide to use a non-network provider. Visit the Using Your Benefits page for more information.

Q. Do I need to file a claim?

A. No, you will not need to file a claim if you use an in-network provider. The provider does this for you. However, if you use an out of network provider you will need to submit a claim form and all receipts to be reimbursed.

Q. Where can I find an out-of-network claim form?

A. You can download an out-of-network claim form from the Benefits Details screen here. Be sure to contact Dearborn National Vision Care Customer Service prior to obtaining services from an out-of-network provider to obtain pre-confirmation. At the time of service, you will pay the provider in full for the services and materials. Mail the completed form along with a copy of your receipts for reimbursement.

Q. How can I check on the status of a claim?

A. If you used your benefits at an in-network provider, you should not need to check the status of a claim, as we will work with the provider directly. If you filed an out-of-network claim, please contact our Customer Care Center at 844-323-8302 to inquire about the status of a claim. Have your member ID available for faster service.

Q. How do I get a replacement ID card?

A. If you need a replacement ID card, you can go to the Print ID Card page, also available from the left-hand navigation.

Q. Can I apply FSA funds to out-of-pocket costs after my vision benefit is applied?

A. Yes. You can use your Flexible Spending Account (FSA) to pay for a variety of health-related out-of pocket expenses, including those associated with ancillary benefits like this plan. Money from the FSA can be applied toward the eye exam copay, out-of-pocket costs for prescription glasses or contact lenses (including upgrades) and supplies such as contact lens solution. Employees can even use FSA funds for LASIK surgery.

Q. I'm interested in receiving my benefit communications electronically. How do I modify my paperless options?

A. If you have paperless options available, you can manage them within the "Manage Profile" page. The link is accessible throughout the site in the upper right corner of the page. From there, you can select to receive paperless Explanation of Benefits documents on this site (as Adobe Acrobat PDF files) and to be notified via email. You can also opt to receive other benefit related communications from us via email. (Note that we will never sell your email address to a third party.)

Q. I currently have paperless options enabled; however, I would like to start receiving my Explanation of Benefits documents via U.S. Mail. How do I modify my paperless options?

A. You can manage your paperless options within the "Manage Profile" page. The link is accessible throughout the site in the upper right corner of the page. From there, you can deselect the option to receive paperless Explanation of Benefits documents on this site (as Adobe Acrobat PDF files). You will then begin receiving these documents via U.S Mail.

You can separately opt to receive other benefit related communications from us via email, or you can also deselect this option within the "Manage Profile" page. (Note that we will never sell your email address to a third party.)

Q. Do I need my ID card in order to use my benefit or discount?

A. No, you do not need your ID card in order to use your vision plan. If you have your card, we recommend you take it with you, as it helps the provider correctly apply your discount or benefit. However, if you don't have a card, simply let the provider office staff know your plan name, and they can verify your plan details and eligibility for you. To print a replacement ID card, go to the Print ID Card page, also available from the left-hand navigation.

The Provider Network

Q. How do I find a provider who accepts my Dearborn National Vision Care plan?

A. You can find a provider by using our online Provider Locator or through the following methods:

  • Refer to the Member Brochure you received upon enrolling in the program. It includes a list of providers near your home.
  • Call the Customer Care Center at 844-323-8302 to use our automated voice response system or speak with a representative.

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