Our legal policies and guidelines

Our legal policies and guidelines

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.

Quality care or servicer service

In the case that you are not pleased with the quality of care or level of service obtained through one of our participating providers, we encourage and request that you notify us – in writing – as soon as possible.

Resolving claim problems or concerns

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.

To request a formal grievance review

The preferred option is to send your grievance in writing to: Superior Vision Services, Inc. Administrator for NGLIC 11101 White Rock Road Rancho Cordova, CA 95670 Attn: QI Committee You may also fax it to us at 916-852-2290 or email at CQI@superiorvision.com Make sure to include the following information:
  • Name of insured/subscriber
  • ID number of insured
  • Name of patient
  • Name of provider/practice
  • Address of provider (street, city, state)
  • Date of service
  • Description of grievance and issue:
    • Quality of care?
    • Level of service?
    • Claims dispute?
    • A concern or observation?
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 one year of the date of treatment, event, or circumstance giving rise to the Grievance, such as the date of the claim denial. We will let you know that your request was received by sending you confirmation in writing or by e-mail (if address is provided) within 15 business days.

Superior Vision Services
11101 White Rock, Suite #150
Rancho Cordova, CA 95670

You may contact us by e-mail at privacy@superiorvision.com.

You may call us at (800) 507-3800.

Data collection

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, provider 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

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:

  • Site administration
  • Completing the user’s current activity
  • Site customization

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.

Website accessibility

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:

  • Method to skip repetitive navigation links.
  • Alternative text for images and other non-text elements.
  • Structural markup to indicate headings and lists (semantics) to aid in page comprehension.
  • Form fields with associated labels and error messages to assist with completing the form.
  • Markup is used to associate data and header cells. Association of all data cells in a data table with their headers and only using table structures for tabular data and not for layout design. All pages have page titles and title tags written for easy comprehension of the page content.
  • JavaScript and style sheets to enhance the appearance and functionality of the site. If these technologies are not available, our page design helps ensure graceful degradation.
  • We validate that all links and buttons can be accessed with a keyboard in a logical tab order and that all content is read by assistive technologies in the correct reading order.
  • Pages are designed to avoid causing the screen to flicker with a frequency greater than 2 Hz and lower than 55 Hz.
  • When timed response is required, the user is alerted and given sufficient time to indicate more time is required.
  • Web pages are designed so that all information conveyed with color is also available without color.

Our website supports all the major browsers, including IE8 and above. It is best viewed with Java Script enabled.

PDF (Portable Document Format) files

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

Usability tips

Most browsers have built-in accessibility features that our website supports.

To zoom in or out on a web page:

  • Windows OS: To zoom in press CTRL + PLUS SIGN (+). To zoom out press CTRL + MINUS SIGN (-).
  • Mac OS: To zoom in press COMMAND + PLUS SIGN (+). To zoom out press COMMAND + MINUS SIGN (–).

To change foreground and background colors:

  • Internet Explorer: Select Tools > Internet Options > General dialog page, and the Colors button. Check the dialog boxes to set individual preferences.
  • Firefox PC: Select button labelled Firefox (orange) at top of screen > Options. In the dialog box, select Content > Fonts & Colors.
  • Firefox Mac: Select button labelled Firefox (orange) at top of screen > Preferences > Content> Color.
  • Chrome PC & Mac: Select the “hamburger” icon (for older PC version it is a wrench) at top of screen > Settings > Show Advanced Settings (for older PC versions Select Advanced Content) and scroll to Web Content.

Help us make this website more accessible

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.

All information presented on the Superior Vision website is provided solely for general consumer understanding and education. This site and all content comprising the site, is for educational purposes only and is not a substitute for professional medical advice or vision health care. We strongly advise members to always seek the advice of a vision/eye care professional and/or provider with any questions about vision and eye care or any medical condition. Members should not delay in contacting a vision/eye care professional based on information they have obtained from this site, or any site whose link may be found on the Superior Vision website. If you believe you have a vision problem or condition, contact a qualified vision care professional immediately.

As some content on this site is provided by other organizations and web content providers, Superior Vision cannot and does not guarantee the accuracy, timeliness and/or source of information from these organizations. Superior Vision makes no guarantee as to the content found on other sites. Users of this website use links to other websites at their own risk.

We reserve the right at any time and periodically to modify this site, temporarily or permanently, or any part thereof, with or without notice.

Each Virtual Private Servers resides in a protected sandbox with 24/7 monitoring.

FTP instructions

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.

File transfer center

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:

  • Provides free aids and services to people with disabilities to communicate effectively with us, such as:
    • Qualified sign language interpreters
    • Written information in other formats (large print, audio, accessible electronic formats, other formats)
  • Provides free language services to people whose primary language is not English, such as:
    • Qualified interpreters
    • Information written in other languages

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, 939 Elkridge Landing Road, Suite 200, 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 provider 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.

The Superior Vision supplier diversity program is a good faith sourcing effort designed to match qualified diverse suppliers with the needs of our internal business partners, create business opportunities for diverse suppliers to support Superior Vision, and build long-term business relationships with individuals that are reflective of our communities.

Superior Vision seeks to provide opportunities to qualified diverse suppliers, including minority-owned, woman-owned, historically underutilized business zone (HUBZone), service-disabled veteran-owned, veteran-owned, small businesses and other disadvantaged business enterprises in the communities in which we operate and serve.

Superior Vision has provided partnership opportunities for diverse suppliers in the following areas, including, but not limited to:

  • Print and fulfillment services
  • Professional/Consulting services
  • Promotional products

Additionally our affiliate company, Davis Vision, Inc also promotes supplier diversity through a similar good faith effort to support and contract with diversity suppliers in the markets where we operate. Combined, our two companies have spent over $1.5MM with diverse suppliers in 2017.

Superior Vision and Davis Vision seek to continue our efforts to provide opportunities to diverse suppliers as we combine our sourcing focus in 2018.

All information presented on the Superior Vision website is provided solely for general consumer understanding and education. Because this site, and all content comprising the site, is for educational purposes only, there is nothing on the site that is or should be considered, or used as a substitute for, medical advice, including advice about vision and eye care and/or any issues related to vision and eye care. This site, its services and content do not constitute the practice of any vision care, medical, or other professional health care advice, diagnosis or treatment. Access and use of this website is completely voluntary and is the sole risk of the user.

We strongly advise users to always seek the advice of a vision/eye care professional and/or provider with any questions about vision and eye care or any medical condition. Users should not delay in contacting a vision/eye care professional based on information they have obtained from this site, or any site whose link may be found on the Superior Vision website. If you believe you have a vision problem or condition, contact a qualified vision care professional immediately.

As some content on this site is provided by other organizations and content providers, Superior Vision cannot and does not guarantee the accuracy, timeliness and/or source of information from these organizations. As this website contains links to other websites, Superior Vision makes no guarantee as to the content found on other sites. Users of this website use links to other websites at their own risk.

We reserve the right at any time and periodically to modify this site, temporarily or permanently, or any part thereof, with or without notice.

Superior Vision Services is concerned about your security. To protect you we use SSL 3.0, [RC4 with 128 bit encryption (High); RSA with 1024 bit exchange]. SSL stands for Secure Sockets Layer, and it is the industry standard method for protecting web communications developed by Netscape Communications Corporation. The SSL security protocol provides data encryption, server authentication, and message integrity for your connection.

To protect your account data in the unlikely chance of a system compromise, the website does not maintain a live connection to the main benefits system. Periodic downloads of only essential data necessary to delivery quality web services are used to ensure account security.

We update our website data several times each month, changes in account information may not be reflected immediately, if you have a concern with an account update please contact security@superiorvision.com.

How do I search for a provider?

Select ‘Provider Search’ from the left-hand menu in the Member’s Section. 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.

What if I don’t find a provider?

You can enter a new search by hitting the ‘New Search’ image. If you didn’t find any providers it was probably because you made your search too ‘narrow’. Try eliminating some of the search information.

What if it reports that too many providers were found?

If the search engine finds more than 200 providers 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.

How can I print the search results?

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.

Why is my account information not up-to-date?

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.

At Superior Vision, our benefits management tools are made available over the internet through a Web browser. The Superior Vision website takes advantage of several advanced Internet and browser technologies to create the best possible user experience.

To optimize your experience on the Superior Vision website, your system must meet the following software requirements:

  • Operating System: Any version of Microsoft Windows family of operating systems
  • Browser: Netscape Navigator 4.7 +, Microsoft Internet Explorer 5.0 + or Mozilla Firefox 2.x +.
  • We do not support any beta versions of Web browsers.
  • Screen resolution: 800×600 or higher
  • JavaScript enabled
  • Cookies enabled
  • Plug-ins: Adobe Flash Player, Adobe Acrobat Reader, Windows Media Player
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