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.
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 are still not able to access your account, you may be impacted by some recent IT system changes we are making to enhance services for EyeMed members. In this case, you will need to re-register for an EyeMed account.
Q. How do I use my benefit?
A. Using your vision benefit at a network provider is easy:
- Locate a provider that services your plan by using the Locate a Provider feature or by calling our Customer Care Center at the number listed on your member materials.
- Call the eyewear provider to confirm he or she accepts your plan.
- Schedule an appointment.
- Show your health plan ID card at the time of your appointment.
The provider's staff will do the rest! You 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 an out-of-network provider. Visit the Using Your Benefits page for more information.
Q. Do I need to file a claim?
A. If you use an in-network provider, you do not need to file a claim. If your plan offers out-of-network benefits and you decide to go to an eye care provider not on the vision network, you will need to use an out-of-network claim form.
Q. Where can I find an out-of-network claim form?
A. You can download this form from the View Your Benefits screen. At the time of service, pay the provider in full for the services and materials. Then, mail in the completed claim form along with all receipts to EyeMed 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 do 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 the number listed on your health plan ID card to inquire about the status of a claim. Have your health plan ID available for faster service.
Q. As a subscriber, why do I not see benefits or claims information for my dependent?
A. Per the U.S. Health Insurance Portability and Accountability Act (HIPAA), subscribers are unable to view benefits and claims information for spouses and dependents over the age of 18.
Information pertaining to benefits or claims for a dependent where the services were rendered prior to the age of 18 are generally accessible by the subscriber. Dependents over the age of 18 will be required to create an account on the EyeMed Member web-site in order to access their benefits and claims information.
Q. Can I apply Flexible Spending Account (FSA) funds to out-of-pocket costs after my vision benefit is applied?
A. Yes. You can use your FSA to pay for a variety of health-related out-of pocket expenses, including those associated with ancillary benefits like this plan. Money from your 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 commnications 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 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 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. How do I find a provider who accepts my EyeMed plan?
A. You can find a provider by using our online Provider Locator or through the following methods:
- Call the EyeMed Customer Care Center at the number listed on your member materials to use our automated voice response system or speak with a representative.
- Ask your preferred eye care provider if he or she accepts the EyeMed vision plan.
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