Coronavirus (COVID-19) update

We're all in this together

Our first concern is always the health and wellbeing of our members and all of the people that make up the vision care ecosystem. During these extraordinary times, we are committed to providing you with the guidance you need so you can focus on your health.

Since March 16th, the majority of our associates have been working remotely to ensure business continuity while we do our part to help slow the spread of COVID-19. Our leadership team is meeting daily, virtually of course, to ensure that we continue to operate seamlessly to serve the 33 million members who count on us. We’re here for you, ready to serve.

Can I still use my vision benefit?
Yes. While these are uncertain times for all of us, we want to assure you that we are closely monitoring the spread of the virus, adhering to the guidance of The Centers for Disease Control and Prevention, and state and local governments, and taking extra precautions to maintain a safe and healthy work environment for our associates while we continue to serve you.

In keeping with CDC recommendations, many retail and small businesses have limited hours of operations or in some cases have temporarily closed. We recommend you follow CDC guidelines regarding routine eye exams.

For members who require replacement glasses or contact lenses, there are several in-network online options. Through our relationships with Glasses.com and 1-800 Contacts, members have an in-network solution that is convenient, seamless, and allows them to follow the recommended social distancing guidelines. Please reference your member benefits to confirm eligibility and deductible (if applicable).

Will provider offices be closed?
In keeping with CDC recommendations, many retail and small businesses have limited hours of operations or in some cases have temporarily closed. We recommend you follow CDC guidelines regarding routine eye exams.

What if I have an eyewear emergency?
If you have lost, damaged or broken your glasses, please contact our customer service department and we will assist in helping you replace your eyewear. We want this to be the least of your worries.

What if I ordered glasses/contacts and my provider office is closed?
Please contact our customer service team and we will assist in helping you get the eyewear you need.

Can I visit an out-of-network eye care professional?
You are encouraged to use an in-network eye care professional which includes Glasses.com and 1-800 Contacts. Contact customer service for help finding an in-network eye care professional near you. Please be sure to call the eye care professional before you seek care to ensure that the office is open and able to see patients.

If an in-network provider is not available, please contact our customer service team and we will assist in arranging services.

How can I access customer service?
Our call center operations remains open to provide service and expect no interruptions to our service as a result of COVID-19 at this time.

Members can access the online portal at davisvision.com/members or download our mobile app.

Are telemedecine services available for routine eye exams?
In keeping with CDC recommendations, many eye care professionals are not offering routine eye exams.

For medical conditions, Davis Vision current clinical policy allows for the payment of telemedicine services that can be appropriately administered by eye care professionals. This generally includes eye exams for some medical conditions. If you are experiencing an eye problem like blurry vision, discharge, or bruising, please contact your eye care professional directly.

Please call customer service to assist in finding an eye care professional that can provide the service you need.

Note: a comprehensive routine eye exam can be conducted online when the patient is physically in the office and the eye care professional is remote and communicates with you by real time with audio-visual technology.

Is your provider locator updated to reflect closed offices or offices with limited hours?
Please call your eye care professional before you seek care. If you need help finding an in-network eye care professional please contact our customer service team and we will assist in arranging services.

What assistance can you provided for lost or expired prescriptions?
Only an eye care professional can replace your prescription. Please contact your eye care professionals’ office regarding your lost or expired prescription.

To all of our members,

We want to assure you that we are closely monitoring the spread of COVID-19, adhering to the guidance of The Centers for Disease Control and Prevention, and state and local governments, and taking extra precautions to maintain a safe and healthy work environment for our associates while we continue to serve you.

Importantly, we have also coordinated closely with our business partners to continue seamless fulfillment of eyewear orders. At this time, we do not anticipate any disruption to the availability and production of eyewear products that are supplied through Versant Health’s supply chain, or with our ability to fulfill eyewear orders and process claims.

We remain committed to provide uninterrupted service to you. Our call center operations remains open to provide service and expect no interruptions to our service as a result of COVID-19 at this time. For latest update on service operations please visit our website.

To slow the spread of COVID-19, you probably have heard that some retail and small businesses have limited hours of operations or in some cases have temporarily closed.

Keeping this in mind, we encourage you to call your eye care professional to confirm they are open before you seek care.

We are extremely proud to serve our members, clients, brokers, and eye care professionals, despite the current threat posed by COVID-19. We will continue to monitor the situation and remain focused on ensuring that you have continued access to care and service.

Thank you for being a valued member, stay healthy, and as always, feel free to reach out with any questions.

Maynard McAlpin
Chief Operating Officer

A message from our Chief Medical Officer, Mark C. Ruchman, MD
At Davis Vision, our first concern is always the health and wellbeing of our members. During times like these, I find that members are seeking information and turn to trusted organizations like ours for guidance. Here are some answers to questions related to COVID-19 and eye health.

Do glasses protect against COVID-19?
Wearing glasses will not provide adequate barrier protection, mainly because the sides, tops and bottoms of the area around your eyes are still exposed. For those of you caring for someone who may be infected by the virus, consider wearing safety goggles for more complete protection.

Is it safe to wear contact lenses?
You may continue to wear contact lenses1, although I encourage you to be extra vigilant about disinfecting your hands. If you find you tend to touch your eyes more often when you wear contact lenses, consider wearing glasses instead. Also, be sure to wash and disinfect your hands before handling your contacts. Strictly follow the instructions for handling and care of your contact lenses provided by your contact lens supplier.

Are there any eye related symptoms for coronavirus?
The American Academy of Ophthalmology reports that coronavirus can cause conjunctivitis2, also known as pink eye, although it appears to be rare3. If you suspect you have pink eye and are experiencing symptoms associated with COVID-19, please call your primary care provider
for guidance.

Is it okay to seek routine vision care at this time?
In keeping with recommendations from the Centers for Disease Control and Prevention (CDC), you are encouraged to postpone routine eye exams.

What else can I do to protect my eyes?
The best way to protect your eyes is follow the guidelines for preventing transmission of COVID-19 set forth by the CDC. You can find detailed instructions at this link.

Sources
1. https://bit.ly/2QOrKc6, 2. https://bit.ly/2QNvESr, 3. https://bit.ly/3aqUXl5

Page last updated: March 31, 2020

Important update

To slow the spread of COVID-19, some retail and small businesses have limited hours of operations or in some cases have temporarily closed.

We encourage you to call your eye care professional to confirm they are open before you seek care.

Stay healthy, and as always, feel free to reach out with any questions.

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