We are currently experiencing technical issues impacting our service operations, including our member and provider portals. Callers may experience longer-than-usual wait times. We apologize for the delay and appreciate your patience while we resolve the issues.
Disclaimer: Versant Health, Inc.’s and each of its subsidiaries’ (together, “Versant Health’s”) policies and procedures (“P&Ps”) are confidential and proprietary, and are subject to change at any time. These P&Ps are not all-inclusive, but contains general information that applies to many, but not all, employer group health plans administered by Versant. Versant Health’s P&Ps provide important information for its in-network eyecare providers and are contractually binding for compliance, based on each provider’s agreement. These P&Ps are internal guidelines relating to Versant Health’s role as an administrator for payors of vision benefit claims. These P&Ps are not intended to dictate medical care decisions, and they do not and should not be interpreted as a substitute or replacement for a treating physician’s prudent clinical judgment at the time vision services are delivered to a patient.
We welcome any questions regarding Superior Vision’s privacy & compliance policies and practices. In addition to the information below, you can email our privacy officer at privacy@superiorvision.com.
To enable us to maintain our strong quality assurance and improvement standards, Superior Vision has a formal grievance policy and procedure. This policy is for when members have questions or concerns about the quality of vision care that they receive, or have an issue with a claim. For a full copy of our policy, please click here to request it.
Some states require a specific grievance policy and procedure. Please click on your state below to view.
In the case that you are not pleased with the quality of care or level of service obtained through one of our participating eye care professionals, we encourage and request that you notify us – in writing – as soon as possible.
If you have a problem or concern regarding claims, you should first call the Superior Vision Plan Customer Service toll free number. If you disagree with the decision or explanation given to you by the Customer Service Representative or if you have a complaint about any other issue regarding your insurance, you may request a grievance review.
The preferred option is to send your grievance in writing to:
Superior Vision Services, Inc.
P.O. Box 791
Latham, NY 12020
You may also fax it to us at (888) 343-3475 or email at CAG@versanthealth.com.
Make sure to include the following information:
Make sure to include specific names of individuals and any steps you have already taken to remedy the issue or dispute (if applicable). A grievance may be submitted to us by or on behalf of a covered person within 180 days of the date of treatment, event, or circumstance giving rise to the grievance, such as the date of the claim denial.
Versant Health
881 Elkridge Landing Road
Suite 300
Linthicum Heights, MD 21090
You may contact us by e-mail at privacy@superiorvision.com.
You may call us at (800) 507-3800.
We collect Click-stream data, HTTP Cookies. At the user’s option, we may also collect Search terms, Given Name (First Name), Family Name (Last Name), User’s Identity certificate, Telephone numbers, On-line address, and Unique identifiers. We collect this data for the purpose of site administration, completing the user’s current activity, and site customization. This data will be given to ourselves and our agents. We collect this information for the following reason:
Information gathered at this site is used for: Web traffic and error reporting, account identification and service listing, contact information for follow up communication and customer care, eye care professional search functionality. Information is not shared with organizations not an entity of Superior Vision Services, its Web delivery partner, software vendors, brokers or service eye care specialists.
Cookies are a technology which can be used to provide you with tailored information from a website. A cookie is an element of data that a website can send to your browser, which may then store it on your system. You can set your browser to notify you when you receive a cookie, giving you the chance to decide whether to accept it.
Our site makes use of cookies. Cookies are used for the following purposes:
As part of our effort to provide Superior Service, we strive to make our products and services accessible to all users, including individuals with disabilities. We provide the following to ensure individuals with disabilities have access to our services.
Superior Vision has adopted the following Priority 1 Checkpoints of the Web Content Accessibility Guidelines 1.0 (WCAG 1.0) (May 5 1999) published by the Web Accessibility Initiative of the World Wide Web Consortium: 1.1, 1.4, 2.1, 6.1, 1.2, 9.1, 5.1, 5.2, 12.1, 7.1, 11.4 as our website accessibility standard and are working to ensure that our website complies with that standard, as well as Section 508 of the U.S. Rehabilitation Act.
We test content for accessibility during production and are constantly working to improve our website accessibility. Some of our current accessibility features include:
Our website supports all the major browsers, including IE8 and above. It is best viewed with Java Script enabled.
Many of the documents on this site are in PDF format. Publications in PDF can be viewed and printed using the Adobe Acrobat Reader® or other PDF readers. We work to make our PDFs accessible for use with assistive technology such as screen readers like JAWS and NVDA. This includes “tagging” for alternate text in images, table headings in data tables, semantic structural elements like headings and lists and reading order. We also set the language and title attributes in the properties so assistive technologies know what language to use. If you encounter a PDF that you cannot read, please contact us.
If you do not already have a screen reader on your computer, there are free screen readers available online such as the open source NVDA screen reader.
If you would like more information about PDF accessibility, visit the Adobe website accessibility section. For more help with Acrobat files generally and a link to download Acrobat Reader visit the site help page
Most browsers have built-in accessibility features that our website supports.
To zoom in or out on a web page:
To change foreground and background colors:
We are trying to make our website as accessible as possible for all of our visitors. Please contact us if you have any issues accessing information on this website. We welcome your feedback and suggestions.
For more insight about website accessibility visit the Web Accessibility Initiative website.
Each Virtual Private Servers resides in a protected sandbox with 24/7 monitoring.
Procedures to request FTP access for external groups.
If you are a group that wants to participate in the file exchange program you will need to fill out online request form and submit it to the IS Department at Superior Vision Services for review.
Once the request is approved, a formal document outlining your account will be sent out via fax or email. Everything needed to begin using the account will be contained in this document, except for your password.
In order to obtain password, requestor must call 1 (800) 923-6766 (extension 2230).
All completed forms will be filed in the FTP access folder maintained in the IS Department.
This browser accessible interface can be used to manage your site. It has full administrative capabilities and will allow you to set preferences. Here you will be free to change your password to whatever you like and of course maintain file management. This includes uploading and downloading files.
Superior Vision Benefit Management, Inc., Superior Vision of New Jersey, Inc., Superior Vision Insurance Plan of Wisconsin, Inc., UVC Independent Practice Association, Inc., Superior Vision Services, Inc., and Block Vision of Texas, Inc. d/b/a Superior Vision of Texas and their affiliates (collectively, “Superior Vision”) comply with applicable Federal civil rights laws and do not discriminate on the basis of race, color, national origin, age, disability, or sex. Superior Vision does not exclude people or treat them differently because of race, color, national origin, age, disability, or sex.
Superior Vision:
If you need these services, contact our Health Plan Member Services at (800) 243-1401.
If you believe that Superior Vision has failed to provide these services or discriminated in another way on the basis of race, color, national origin, age, disability, or sex, you can file a grievance with: Compliance Officer, 881 Elkridge Landing Road, Suite 300, Linthicum, MD 21090, 800-243-1401 (TTY: 1-800-201-7165), or email to compliance@superiorvision.com. You can file a grievance in person or by mail, fax, or email. If you need help filing a grievance, our Compliance Officer, is available to help you.
You can also file a civil rights complaint with the U.S. Department of Health and Human Services, Office for Civil Rights, electronically through the Office for Civil Rights Complaint Portal, available at https://ocrportal.hhs.gov/ocr/portal/lobby.jsf, or by mail or phone at:
U.S. Department of Health and Human Services
200 Independence Avenue, SW
Room 509F, HHH Building
Washington, D.C. 20201
1-800-368-1019, 800-537-7697 (TDD)
Complaint forms are available at http://www.hhs.gov/ocr/office/file/index.html
Superior Vision, under the CA Language Assistance Program, utilizes Language Line Services to provide free language assistance services for our members who have limited proficiency in English. You may have an interpreter made available to you free of charge to facilitate your conversation with your eye care professional or Superior Vision. We can also provide member benefits materials to you in Spanish.
Call Superior Vision Customer Service at (800) 507-3800, and someone who speaks your language can help you. Contact Us
Superior Vision, bajo el Programa de Asistencia Lingüística (LAP, por sus siglas en inglés), provee el servicio gratuito de interpretación a nuestros miembros que prefieren contactarnos en español. De esta manera y totalmente libre de cargo tendrá a su disposición un intérprete que habla su propio idioma, mismo que facilitara su conversación con su proveedor de cuidado de ojos o con Superior Vision. También podemos proporcionarle material en español acerca de sus beneficios.
Llame al Centro del Servicio al Cliente al 1.800.507.3800, y alguien que habla su idioma lo ayudara. Tenemos intérpretes en español, chino, vietnamita, tagalo y coreano.
Select ‘Find an eye care professional’ from the top of any page. Enter the information you wish to search on. You do not need to fill in all blanks. See below for search help. Click on the ‘Search’ button or hit ‘Enter’ to begin the search.
You can enter a new search by hitting the ‘New Search’ image. If you didn’t find any eye care professionals it was probably because you made your search too ‘narrow’. Try eliminating some of the search information.
If the search engine finds more than 200 eye care professionals it only displays the first 200. Try to make your search more ‘narrow’ by adding other information to the search. You can enter a new search by hitting the ‘New Search’ image.
Use your browser’s print option. If you have a PC running Windows, choose File then Print. You must have a printer configured. See below for printing problems.
For security reasons the data that is used to build the Web pages is not taken from Superior Vision Services ‘live’ database. As a result it may not always be 100% up-to-date. If there is every a question about accuracy, please contact us through the website or at (800) 507-3800.
Superior Vision is a product offering from Versant Health, a company forged from the experience of two leading vision care plans. To proceed with learning about available career opportunities within Versant Health, please click on the button below.
Superior Vision is a product offering from Versant Health, a company forged from the experience of two leading vision care plans. To proceed with learning more about Versant Health, please click on the button below.
Welcome to the Superior Vision Plan underwritten by National Guardian Life Insurance Company (NGLIC). NGLIC contracts with Superior Vision Services, Inc. to provide access to their network of vision care providers. The Superior Vision Plan is a vision care program designed to offer a high-level of vision care to you and your family. We do this through a broad-based provider network comprised primarily of board-certified ophthalmologists (MD) complemented by optometrists (OD), opticians, and optical companies who are responsible for delivering quality services.
Superior Vision Plan offers one of the largest networks of vision care providers. If you are looking for an eye doctor or need assistance in choosing one nearest you, you may call the customer service toll-free telephone number shown on your ID card, or visit the Superior Vision Services website: superiorvision.com.
Please read this notice carefully. It contains important information about your vision plan and your right to contest a claim decision or file a Grievance.
“Covered Person” means an eligible employee or his or her eligible dependents covered under the Superior Vision Plan. The term Covered Person includes a representative duly authorized in writing to submit a Grievance on behalf of the Covered Person.
“Emergency Medical Condition” means the sudden, and at the time, unexpected onset of a health condition that manifests itself by acute symptoms of sufficient severity (including severe pain) such that the absence of immediate medical attention could reasonably be expected to result in:
“Grievance” means a written complaint submitted by or on behalf of Covered Person regarding:
“Insurer” means the insurance carrier underwriting the Superior Vision Plan.
“Urgent” means non-life or limb threatening, or vision acuity is affected prior Vision Plan provides wellness benefits for routine eye examinations and eyewear in accordance with the terms and conditions of the Master Policy. It does not cover treatment of a medical or ophthalmologic condition. Contact your Medical Plan if you have questions concerning coverage for treatment of a medical or ophthalmologic condition.
If you call seeking services for an Emergency or Urgent Medical Condition, or an immediate situation a customer service representative will direct you as follows:
If you have a problem or concern, you should first call the Superior Vision Plan customer service toll free number shown on your ID card. Most problems or concerns can be handled with a single phone call. A customer service representative will work with you to help you understand your coverage or resolve your problem or concern as quickly as possible.
Customer service representatives are trained to respond to calls quickly, resolve problems promptly and exercise sensitivity.
When resolving a problem or concern, we will consider all aspects of the particular case, including the terms of your insurance certificate, the policy and procedures that support your insurance coverage, the provider’s input, and your understanding and expectations of your coverage. We will use every opportunity to be reasonable in find a solution that makes sense for all parties. We will follow our standard business practices guidelines when resolving your problem or concern.
If you disagree with the decision or explanation given to you by the customer service representative or if you have a complaint about any other issue regarding your insurance you may request a grievance review.
To request a formal grievance review you have three options.
We will let you know that your request was received by sending you a confirmation in writing or by email (if address is provider) within 15 business days.
Any person making an oral complaint will be instructed to document his or her concerns and to submit a formal Grievance in writing to us at the address above.
Your request for a grievance review should include:
A Grievance may be submitted to us by or on behalf of a Covered Person within one year of the date of treatment, event or circumstance giving rise to the Grievance, such as the date of the claim denial.
Once your request is received, we will research the case in detail, ask for more information as needed and let you know, in writing, of the decision or the outcome of the investigation into your case.
If deemed necessary and appropriate, your grievance may be forwarded to our CQI program.
As a participant in the plan you are entitled to certain rights and protections under the Employee Retirement Income Act of 1974 (ERISA). ERISA provides that if your claim for a welfare benefit is denied, in whole or in part, you have the right to know why this was done, to obtain copies of all documents relating to the decision without charge, and to contest any denial, all within certain time schedules. If you have questions about your rights and responsibilities under ERISA you may contact the Benefits Security Administration, US Department of Labor, 200 Constitution Avenue NW, Washington DC 20210.
Written resolution of the grievance review will include the specific information considered and an explanation of the basis for the decision. We will provide you and the provider furnishing the vision care services, if applicable, a written decision within thirty (30) calendar days following the request for a review.
The time frame to complete our review may be extended if we and you agree additional time is required to fully investigate and respond to the Grievance.
Denial upheld – If we continue to agree that the covered services or claim for a covered service should have been denied, the complainant will receive a written notice of that decision.
Denial Reversed – If we agree that the covered services should have been provided, or that the claim should have been paid we will authorize the service or pay the claim.
We will maintain a record of each Grievance, including the response for each grievance review, for up to seven years.
As an Arizona member participant, any member who is denied a covered service or whose claim for a service is denied may pursue the applicable review process.
We will maintain a record of each Grievance, including the response for each grievance review, for up to seven (7) years.
You may obtain a replacement notice outlining this grievance and appeals process by contacting Superior Vision Services Customer Service Department at (800) 507-3800. Upon request, your provider shall we will sent a copy of this grievance and appeals notice within five (5) business days after the date the appeal is initiated pursuant to an expedited medical review, expedited appeal, informal reconsideration and/or formal appeal.
Welcome to the Superior Vision Plan. Superior Vision Services, Inc. administers this plan to provide access to our network of vision care providers. The Superior Vision Plan is a vision care program designed to offer a high-level of vision care to you and your family. We do this through a broad-based provider network comprised primarily of board-certified ophthalmologists (MD), complemented by optometrists (OD), opticians, and optical companies who are responsible for delivering quality services.
Superior Vision Plan offers one of the largest networks of vision care providers. If you are looking for an eye doctor or need assistance in choosing one nearest you, you may call the customer service toll-free telephone number shown on your ID card, or visit the Superior Vision Services website: superiorvision.com.
Please read this notice carefully. It contains important information about your vision plan and your right to contest a claim decision or file a Grievance.
“Covered Person” means an eligible employee or his or her eligible dependents covered under the Superior Vision Plan. The term Covered Person includes a representative duly authorized in writing to submit a Grievance on behalf of the Covered Person.
“Emergency Medical Condition” means the sudden, and at the time, unexpected onset of a health condition that manifests itself by acute symptoms of sufficient severity (including severe pain) such that the absence of immediate medical attention could reasonably be expected to result in:
“Grievance” means a written complaint submitted by or on behalf of Covered Person regarding:
“Insurer” means the insurance carrier underwriting the Superior Vision Plan.
“Urgent” means non-life or limb threatening, or vision acuity is affected prior Vision Plan provides wellness benefits for routine eye examinations and eyewear in accordance with the terms and conditions of the Master Policy. It does not cover treatment of a medical or ophthalmologic condition. Contact your Medical Plan if you have questions concerning coverage for treatment of a medical or ophthalmologic condition.
If you call seeking services for an Emergency or Urgent Medical Condition, or an immediate situation a customer service representative will direct you as follows:
If you have a problem or concern, you should first call the Superior Vision Plan customer service toll free number shown on your ID card. Most problems or concerns can be handled with a single phone call. A customer service representative will work with you to help you understand your coverage or resolve your problem or concern as quickly as possible.
Customer service representatives are trained to respond to calls quickly, resolve problems promptly and exercise sensitivity. Response to your written grievance will not exceed 30-days from receipt of the complaint.
When resolving a problem or concern, we will consider all aspects of the particular case, including the terms of your insurance certificate, the policy and procedures that support your insurance coverage, the provider’s input, and your understanding and expectations of your coverage. We will use every opportunity to be reasonable in find a solution that makes sense for all parties. We will follow our standard business practices guidelines when resolving your problem or concern.
If you disagree with the decision or explanation given to you by the customer service representative or if you have a complaint about any other issue regarding your insurance you may request a grievance review.
To request a formal grievance review you have three options.
We will let you know that your request was received by sending you a confirmation in writing or by email (if address is provider) within 15 business days.
Any person making an oral complaint will be instructed to document his or her concerns and to submit a formal Grievance in writing to us at the address above.
Your request for a grievance review should include:
A Grievance may be submitted to us by or on behalf of a Covered Person within one year of the date of treatment, event or circumstance giving rise to the Grievance, such as the date of the claim denial.
Once your request is received, we will research the case in detail, ask for more information as needed and let you know, in writing, of the decision or the outcome of the investigation into your case.
If deemed necessary and appropriate, your grievance may be forwarded to our CQI program.
As a participant in the plan you are entitled to certain rights and protections under the Employee Retirement Income Act of 1974 (ERISA). ERISA provides that if your claim for a welfare benefit is denied, in whole or in part, you have the right to know why this was done, to obtain copies of all documents relating to the decision without charge, and to contest any denial, all within certain time schedules. If you have questions about your rights and responsibilities under ERISA you may contact the Benefits Security Administration, US Department of Labor, 200 Constitution Avenue NW, Washington DC 20210. You may also contact the consumer assistance program at the New Jersey Department of Banking and Insurance.
Written resolution of the grievance review will include the specific information considered and an explanation of the basis for the decision. We will provide you and the provider furnishing the vision care services, if applicable, a written decision within thirty (30) calendar days following the request for a review. If you are dissatisfied with the resolution reached through the SVS complaint system, you and/or any provider acting on behalf of you, may contest the decision by contacting the consumer assistance program at the New Jersey Department of Banking and Insurance at the following address and telephone number:
Department of Banking and Insurance?
Consumer Protection Services
Office of Managed Care
PO Box 329
Trenton, New Jersey 08625-0329
(888) 393-1062
Neither Superior Vision nor the Insurer shall discontinue coverage for or otherwise penalize any covered person or provider for exercising his or her right to file a complaint or grievance.
Denial upheld – If we continue to agree that the covered services or claim for a covered service should have been denied, the complainant will receive a written notice of that decision.
Denial reversed – If we agree that the covered services should have been provided, or that the claim should have been paid we will authorize the service or pay the claim.
We will maintain a record of each Grievance, including the response for each grievance review, for up to seven years.