As with all managed care organizations, EyeMed is required to follow COVID-19 guidance and protocols provided by the Centers for Disease Control and Prevention (CDC), and state and local public health and insurance departments.

Your state currently considers optometry an essential service, including allowing you to receive all available services such as eye exams, new glasses, lenses, or contact lenses.

This updated FAQ will provide some additional clarification.

CAN I RECEIVE A ROUTINE EYE EXAM?

Yes. Optometry offices in your state are permitted to resume operations and provide routine care. You will be required to make an appointment in advance (in most states).  We strongly encourage you to contact your provider before visiting their office. You can easily find provider contact information or locate a new provider by visiting the Provider Locator.

WHAT SHOULD I EXPECT AFTER I SCHEDULE AN APPOINTMENT?

Eye doctors will be operating with increased safety and sanitation protocols. You can learn more by visiting https://eyemed.com/en-us/coronavirus-eyehealth.

CAN I STILL USE MY EYEMED BENEFIT?

Yes. EyeMed is committed to maintaining service and helping you manage through these challenging times. You may receive routine eye care such as your annual eye exam, as well as purchase materials such as frames, lenses, and/or contact lenses in accordance with your group-specific benefits. More important, we’re here to help. If you have any questions, please feel free to contact our Customer Care Center at 1.866.939.3633 (or your group-specific number on your ID card).

IS THERE EYE HEALTH INFORMATION AVAILABLE REGARDING COVID-19?

Yes. You can find the most up-to-date information at https://eyemed.com/en-us/coronavirus-eyehealth.

WHAT IF I’M HIGH-RISK OR SICK?

We understand what a challenge this may be for you and we’re here to help. If you have any questions, our Customer Care Center is available at 1.866.939.3633 (or your group-specific number on your ID card) to assist you.

If you can leave your home but you are high risk…

  • If you do not have a valid prescription: Many eye doctors are setting aside specific store hours for high-risk patients. Do not just visit an office. Contact your eye doctor to schedule an appointment and make them aware that you are high risk. If you don’t currently have an eye doctor, please review “WHAT ARE MY OPTIONS FOR CONTACTING A PROVIDER?
  • If you have a valid prescription: If you have a valid prescription, you have a couple options. You may set up an appointment to visit an eye doctor. Many eye doctors are setting aside specific store hours for high-risk patients. Do not just visit an office. Contact your eye doctor to schedule an appointment and make them aware that you are high risk. If you don’t currently have an eye doctor, please review “WHAT ARE MY OPTIONS FOR CONTACTING A PROVIDER?” You may also wish to consider online, in-network options for purchasing new glasses. See “CAN I ORDER EYEWEAR/CONTACTS ONLINE USING MY BENEFITS?

If you are high-risk or sick and you can NOT leave your home…

We have options where you may still be able to receive glasses, lenses or contacts even if you can’t leave the home. Please review the criteria below depending on whether you need glasses or contacts:

If you can NOT leave your home and need GLASSES:

1)    If you have a valid prescription… your prescription for eyeglasses should be valid unless there’s a documented expiration date. Our recommendation is to utilize online, in-network options, including Glasses.com, Ray-Ban.com, LensCrafters.com and TargetOptical.com. See “CAN I ORDER EYEWEAR/CONTACTS ONLINE USING MY BENEFITS?

2)    If you have no eyewear and you have no current prescription… please contact our Customer Care Center directly at 1.866.939.3633 (or your group-specific number on your ID card). You may be eligible to receive an emergency pair of replacement Adlens Adjustable Glasses (subject to availability). These temporary, emergency glasses can be adjusted to switch focus for reading, computer and distance.

If you can NOT leave your home and need CONTACT LENSES:

Please be aware that federal law, Fairness to Contact Lens Consumer Act, mandates the guidelines for issuing and distributing new contact lenses. As it stands today, these federal guidelines may temporarily limit your ability to obtain new contact lenses. Below are a few options:

1)    If you have a valid prescription and it’s less than 12 months since your exam… our recommendation is to utilize online, in-network options, including ContactsDirect, LensCrafters.com and TargetOptical.com. See “CAN I ORDER EYEWEAR/CONTACTS ONLINE USING MY BENEFITS?

2)    If you have a prescription but it is greater than 12 months since your last exam… your current eye doctor (last office visited) may be able to extend a prior prescription. We first encourage you to reach out to your current eye doctor (last office visited) to consider your current vision and medical needs and potentially obtain an extended prescription. See “WHAT ARE MY OPTIONS FOR CONTACTING A PROVIDER?

If you are unable to reach your current eye doctor for an extended prescription consider utilizing an online, in-network provider, including: ContactsDirect, LensCrafters.com and TargetOptical.com. You will be asked to complete information online, including submitting your last prescription. Once they receive your information, federal guidelines require them to contact your eye doctor (last office visited) to attempt to deny or approve your order.

If neither of the options above enable you to receive new contact lenses, federal guidelines are likely to prevent you (at this time) from purchasing new contact lenses. In this situation, you may wish to consider temporarily switching to glasses. Eyewear (glasses) may often be able to be produced from a valid prescription older than 12 months so long as it does not include an expiration date, or in the event it does, it has not expired. If you’re interested in new glasses, we recommend utilizing any of the online, in-network options highlighted above. See “WHAT ARE MY OPTIONS FOR CONTACTING A PROVIDER?

3)    If you wear contacts, have no current prescription, do not have glasses and you can’t leave the home due to illness/doctor’s recommendation… unfortunately, you will likely not be able to replace your contact lenses at this time since federal law require a valid prescription less than 12 months old. Please contact our Customer Care Center directly at 1.866.939.3633 (or the group-specific number on your ID card). If you meet the criteria above, you may be eligible to receive an emergency pair of replacement Adlens Adjustable Glasses (subject to availability). These temporary, emergency glasses can be adjusted to switch focus for reading, computer and distance.

WHAT ARE MY OPTIONS FOR CONTACTING A PROVIDER?

We highly recommend that EyeMed members call your provider directly to schedule an appointment in advance.  You have 24-hour access to provider contact information via our provider locator on EyeMed.com or our mobile app (available on iPhone and Android). You may also call our Customer Care Center directly at 1.866.939.3633 (or your group-specific number on your ID card).

CAN I ORDER EYEWEAR ONLINE USING MY BENEFITS?

Yes. You have multiple options to order prescription eyewear and contact lenses online using your EyeMed benefits. If you meet the qualifications, you have multiple online, in-network options including: Glasses.com, ContactsDirect, Ray-Ban.com, LensCrafters.com and TargetOptical.com. It’s easy to order, your benefits are applied automatically, and your glasses will be delivered right to your home. Understanding the circumstances, many of these online providers are offering free expedited shipping and no-cost returns for extra convenience. *Check with online providers to verify available offers.

WHAT IF I VISIT AN OUT-OF-NETWORK PROVIDER?

We highly encourage EyeMed members to use an in-network provider, including our online options—if possible. 97% of EyeMed members use an in-network provider.  If you’d like help finding a nearby in-network provider, please contact our Customer Care Center at 1.866.939.3633. We’ll help direct you to an in-network provider, as well as help verify their hours of operation.

If an in-network provider isn’t an option, the best option to assure the fastest turnaround for an out-of-network claim is to submit your claim electronically (verses submitting a paper claim) by signing into your member account on eyemed.com.

ARE TELEHEALTH SERVICES AVAILABLE FOR EXAMS?

No in-home solutions are available for eye exams. At this point in time, telehealth exams for eye health still require an office visit and are available in very few locations.

WHAT EYEMED SERVICE OPTIONS DO I HAVE?

You have three service options:

  1. Our Customer Care Center is available during normal business hours at 1.866.939.3633
  2. You have 24/7 service via eyemed.com
  3. You have 24/7 service via our mobile app (available on both iPhone and Android)

Using our self-service tools, you have access to provider contact information, your benefits and eligibility, and more. If you prefer to self-service online, we highly encourage you to identify your provider’s contact information via our provider locator on eyemed.com, and then call the provider office directly to schedule an appointment.