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.
Grievance Policy
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 eye care professionals, 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.
P.O. Box 791
Latham, NY 12020
You may also fax it to us at (888) 343-3475 or email at [email protected].
Make sure to include the following information:
- Name of insured / subscriber
- ID number of insured
- Name of patient
- Name of eye care professional / practice
- Address of eye care professional (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 180 days of the date of treatment, event, or circumstance giving rise to the grievance, such as the date of the claim denial.
Website Accessibility
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.
Terms and Conditions
FTP Services
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.
Notice of Non-discrimination
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, 881 Elkridge Landing Road, Suite 300, Linthicum, MD 21090, 800-243-1401 (TTY: 711), or email to [email protected]. 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
Group Plans Language Assistance Program
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.
Diversity Statement of Good Faith
- Print and fulfillment services
- Professional/Consulting services
- Promotional products
Disclaimer
Site security
Website FAQs
How do I search for an eye care professional?
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.
What if I don’t find an eye care professional?
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.
What if it reports that too many eye care professionals were found?
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.
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.
System 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