ComplaintsforVersant Health

• Initial Complaint

  07/31/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  ******** ****** (aka Versant) has a tool that allegedly shows care providers that are in network, which showed my vision care provider as being in network. My vision care provider has not been in network for 11 months and has told me they have repeatedly requested Superior to stop showing them as being in network. Had I known they weren't in network I would have forgone paying for Superior's plan and just done the care providers "in house" discount plan. As the carrier, Superior should provide a more accurate avenues for care providers to request their exclusion from showing up in this tool. Any prospective members should double check with their care provider to verify they truly are in network before enrolling in Superior's plan. However, requiring the individual members to due multiple rounds of due diligence seems like a poor system rather than expecting the single entity of the carrier maintaining current records when they are being notified by care providers.

  Business response

  08/02/2024

  We apologize for the delay to remove your preferred provider from our In-Network listing. After an investigation, the provider has been contacted to begin the request to be removed from our In-Network listing.

  Customer response

  08/06/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  I feel that this has taken far too long for them to do already but its the only acceptable step forward for them.
  
  Sincerely,
  
  **** ******

• Initial Complaint

  10/25/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I called Superior Vision and was informed that ContactsDirect was the only online in network provider for glasses and contacts lenses. I ordered contacts and submitted a claim. The claim reimbursement was for $100 when I expected $130. I called Superior Vision and was told that all member claims are processed as out of network even if they are for in network providers. This is fraudulent. I was originally told that a claim adjustment would be processed in five days, it wasn't. I called again and was told there was nothing they could do because the claim was processed correctly, it wasn't.

  Business response

  11/11/2022

  Business Response /* (1000, 7, 2022/11/07) */ ***Document Attached*** We have reviewed the member's concerns, and found that the member's complaint is unsubstantiated. The online retailer is a participating provider in our network. At the time of purchase, the member has the option to enter their insurance information to use their in-network benefits. If the member does not enter their information, at the time of the purchase, the participating provider cannot apply the member's in-network benefits and the member is required to pay all out of pocket expenses to the provider. All member submissions for reimbursement are processed under the out of network benefit, because the participating provider must submit the claim for the service to be considered in-network. Therefore, the claim processed under the member's out of network benefit correctly. As a one time exception, for the member who is unfamiliar with the rules of the plan, we have made an exception and reprocessed his claim to reimburse him at the in-network amount of $130.00. A check for the additional $30.00 has been mailed to the member. He should receive it within 7-10 business days from the date of this letter. Consumer Response /* (2000, 9, 2022/11/08) */ (The consumer indicated he/she ACCEPTED the response from the business.) That's laughable. Blame the member for being unfamiliar with your process instead of taking ownership of the service failure. What you failed to note is that the member, me, called and spoke to one of your representatives BEFORE placing the order. At no time did your representative state or share that an IN NETWORK provider would be processed as out of network if certain conditions were not met. I proceeded with the order as I have done every year for the past 15 years with every other insurance provider. At no time was I prompted to enter my insurance information while checking out on ContactsDirect.com otherwise I would have. I would have stopped the order process if I was aware of the requirement to enter my insurance information and was not prompted to do so.

• Initial Complaint

  07/26/2022

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  Davis Vision and Versant Health are the WORST businesses that I have ever dealt with for a reimbursement claim. Summary: In January 2022. Took my two sons to eye doctor that was out of network. They went for eye exams on the same day, same place, same exam, same cost of frames. I send claim info via online portal. Get two reject letters that they need additional information. I resubmit all the paperwork. Two checks came in the mail for different amounts without any claim number, kid name or what was being reimbursed. I figured that the two checks were for one son's exam and frames and that two other checks would arrive for the other kid. Didn't happen. One check was larger than the other. Clearly, both sons would be entitled to the same coverage. I contact Davis several times and they do not appear to know what I am talking about except that I now need one of my son's signature on a form. He did not need to sign said when the claim was initially sent. I do not need to have his medical records and I do not understand why I have to jump through hoops for a JANUARY eye exam. I asked the claim rep TWO times for a supervisor contact info and WAS REFUSED that information. Then I receive another portal letter that states since I want to get info on my SPOUSE'S claim, he has to sign the form. The claim is NOT FOR MY SPOUSE. I want the claim paid as it should be and for them to fix their mistake!! So unprofessional.

  Business response

  10/27/2022

  Business Response /* (1000, 7, 2022/08/02) */ We apologize for any dissatisfaction that Ms. McCarthy experienced with our claims process and the service she received from our Member Services team. Davis Vision takes all complaints seriously and we use this information to improve customer satisfaction. Unfortunately, there was not sufficient information included in this complaint for us to complete a comprehensive review of Ms. McCarthy's concerns. We would like the opportunity to fully resolve these issues. Ms. McCarthy may contact our Complaints and Appeals Department via telephone, Monday through Friday from 8:30 am to 5:00 pm Eastern Standard Time (EST), at X-XXX-XXX-XXXX. The member may also send a written request to: Fax: X-XXX-XXX-XXXX Email: ****@versanthealth.com Mail: Davis Vision Complaints and Appeals ** Box *** ******* ** XXXXX Ms. McCarthy will need to provide, at a minimum, her sons' names, member ID, and dates of birth Consumer Response /* (3000, 9, 2022/08/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) I sent the response to your information request the same day it was requested. Consumer Response /* (3000, 14, 2022/08/03) */ ***Document Attached*** This is the exact problem. No one knows what is going on over there. I sent email to email address YOU indicated. And no response, no acknowledgement Consumer Response /* (3000, 15, 2022/08/03) */ Griffin ******** 5/26/03 Gavin ******** 4/12/05 Insured on Davis policy for: Christopher ******** 4 ***** *** ******** ** XXXXX

• Initial Complaint

  05/27/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I enrolled in an individual vision plan through Superior Vision on March 22, 2022. The plan was effective April 1, 2022. I created an online account at VisionPlans.com. I received a confirmation email that the account was successfully created on March 22, 2022. On May 7, 2022 I wanted to get a copy of my ID card. I attempted to log in at VisionPlans.com, but received several error messages. I was prompted to create an account. I went through process of creating an account, again, and when I was prompted to enter payment information, I stopped the process. I was already billed for the vision plan, so needing to input the same payment information was a red flag. I called Superior Vision that day. During the phone call with the CSR, I was informed that I did not have an online account, and that the only way I could get an ID card was through an online account because I had an individual plan. During the call I noticed that the member/subscriber ID was different than my previous one, which meant this was a new account and new plan. I expressed that to the CSR and she informed me to email ***********@versanthealth.com. This was the incorrect email address. When the email bounced back, I sent the email to ***********@superiorvision.com. After no reply, I called Superior Vision again on May 23, 2022. At that time I was requesting to cancel the plan due to lack of communication to resolve my issue. The CSR said because it was individual plan I had to log in online to cancel the plan. She said this fully knowing I could not log in. She said she would send a ticket to the IT department and they would contact me via phone to help. On May 25, 2022 I called back, because I never received a phone call, just to be informed that the previous CSR never submitted a ticket to the IT department. I was informed to email ***********@superiorvision.com again, because I had an individual plan and the CSR team could not do anything to help me cancel the plan. Still no response.

  Business response

  06/12/2022

  Consumer Response /* (2000, 6, 2022/05/27) */ ***Document Attached*** I received an email on May 27, 2022 that the plan was canceled. Thank you.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩