We’re Here to Answer Your Questions

You will need your member ID number to log in to the VBA Member Portal and to schedule an appointment with your in-network provider.

• In most cases, your member ID is the last four digits of the policyholder's SSN.
• Occasionally, your member ID may be a unique number assigned and provided to you by your employer.
• If a member would like a VBA Member ID Card, custom cards are available for the member to print one from the VBA Member Portal.

VBA has simplified the process. You do not need an ID card to make an appointment or visit your in-network provider.

• An ID card is not needed to receive services or materials from an in-network provider.
• When making your appointment, tell your in-network provider you have coverage through VBA.
• You will need to provide your VBA Member ID Number to your VBA in-network provider.
• If you would like a VBA Member ID Card, you can print one from the VBA Member Portal.

VBA receives member name, address and date of birth from the employer.

• If your information is incorrect, please contact the employer's benefits administrator or human resources department.
• All changes to your information must be made by the employer's benefits administrator or human resources department.

Access The VBA Member Portal

• Go to vbaplans.com and click Login from the menu.
• Select Vision and Member options and click Sign In.
• Login or register your account.
• Access your and your covered dependents’ benefits and claims information, chat with us, find a provider, print an ID card, access Explanation of Benefits (EOBs) and upload out-of-network claim forms.

Register Your Account

• Go to vbaplans.com and click Login from the menu.
• Select Vision and Member options and click Sign In.
• Select Sign Up Now.
• Enter your email address, the policyholder’s birth date, zip code and last four digits of SSN or Member ID and click Send Verification Code.
• You will receive an email with a One-Time Code from noreply@visionbenefits.com.
• Enter your One-Time Code and click Verify Code.
• Select Next.
• Access your and your covered dependents’ benefits and claims information, chat with us, find a provider, print an ID card, access Explanation of Benefits (EOBs) and upload out-of-network claim forms.

Login to Your Account

• Go to vbaplans.com and click Login from the menu.
• Select Vision and Member options and click Sign In.
• Select Login.
• Enter the email address you used to register your account and click Send Verification Code.
• You will receive an email with a One-Time Code from noreply@visionbenefits.com.
• Enter your One-Time Code and click Verify Code.
• Select Next.
• Access your and your covered dependents’ benefits and claims information, chat with us, find a provider, print an ID card, access Explanation of Benefits (EOBs) and upload out-of-network claim forms.

Passwords

We know passwords are difficult to remember and fundamentally insecure. For these reasons, we’ve created a more secure user experience using a One-Time Code sent via email to authenticate your account. It’s the same easy-to-use features of the VBA Member Portal without the frustrations of a password.

Change to the Login Process

At VBA, we take great care to properly handle any Protected Health Information (PHI) and maintain members’ privacy. Collecting and maintaining this data is critical to our business, so we use technical, administrative and physical security measures to protect it.

We regularly test and review our technical security measures. We work with our expert team to make sure we have the most up-to-date technology.

Possible Reasons an Account is Not Accessible

It is important to verify that you are an actively enrolled VBA member before attempting to access the VBA Member Portal.

Pending or Terminated Enrollment

Contact your employer’s benefits administrator or human resources department to make sure you are an actively enrolled VBA member. Members who are terminated or have a future enrollment date cannot access the VBA Member Portal.

Incorrect Policyholder Information

When you initially register your account, verify that you have provided a valid email address. If your email address is accurate and you are an active VBA member, we may have received information from your employer that does not match what you entered on the information screen.

VBA receives member name, address and date of birth from the employer.

• If your information is incorrect, please contact the employer's benefits administrator or human resources department.
• All changes to your information must be made by the employer's benefits administrator or human resources department.

Incorrect Email Address

Each policyholder may only register their account with one email address. If your covered dependents need to access the VBA Member Portal, they must enter the registered email address and One-Time Code sent to the same email address to login.

If you would like to change the email address associated with your registered account, contact us.

Update or Change Email Address

If you would like to change the email address associated with your registered account, contact us.

Account Not Registered

All active policyholders must register their account the first time they visit the VBA Member Portal beginning on November 2, 2023.

One-Time Code Not Received

If you are not receiving the One-Time Code emails in your inbox, search your spam folder as sometimes the emails end up there.

To prevent issues in the future, safelist noreply@visionbenefits.com to ensure you receive all One-Time Code emails.

If none of those steps resolve the issue, contact us.

Questions About Registration

If you are not sure if you have registered your account, contact us.

Email Usage

The email address used to register your account is not used for email marketing purposes. VBA only uses this email address to send a One-Time Code for account authentication. We do not sell your data to third parties.

There are certain instances where your provider may bill you for materials and services.

• The provider was not aware you have VBA.
• Your provider was not a VBA in-network provider.
• The provider billed your medical benefits instead of VBA.
• There were out-of-pocket expenses for services or materials not covered by your benefits.

For more information regarding a bill from your provider's office, please reach out to your provider or contact us.

You will need to let your VBA in-network provider know you have VBA prior to receiving services or purchasing materials.

If your plan offers out-of-network coverage and you were eligible for benefits on the date of service, you may submit a claim to VBA for partial reimbursement.

If your plan offers out-of-network coverage and you were eligible for elective contact lens benefits on the date of service, you may submit a maximum of two claims to VBA for partial reimbursement during each benefit period.

It is important to make sure your plan offers out-of-network benefits prior to receiving services or purchasing materials. Some plans do not offer out-of-network benefits. Please check your network benefits by logging into the VBA Member Portal or contacting us. Out-of-Network claims must be submitted within one year of the date of service. 

Out-of-Network claims must be submitted within one year of the date of service.

Out-Of-Network claims may be denied if:

• The itemized receipt or service statement does not include the following information:
  • Provider's name;
  • Patient's name;
  • Date of service;
  • Services and/or materials received;
  • Amounts paid with proof of payment.
• The patient was not eligible for services on the date reflected on the receipt(s).
• The address on the form is different from VBA records.
• The form was submitted to VBA after 365 days of the date of service.
• The form was not signed.
• No form was submitted.
• Receipts were not submitted.
• VBA contacted the provider and was unable to verify services.
• The claim was submitted to another insurance carrier for reimbursement. 
• Services and/or materials were received at an in-network provider.
• Other discounts or in-store specials were used.
• The submission is for refraction only and is not accompanied by a vision care exam.
•  The submission is for frame only.
• The submission is for PLANO lenses (unless PLANO lenses are fully-covered).
• Other

Please contact VBA Member Services if you have questions regarding your out-of-network claim denial.

You may review EOBs for you or other covered family members by accessing the Explanation of Benefits tab of the VBA Member Portal.

VBA does not typically coordinate benefits with other insurance carriers. Members should review plan documents or contact the other insurance carrier to learn more about applicable rules prior to receiving services or purchasing materials.

Using a VBA in-network provider makes using your benefits easier.

• Use the VBA Provider Finder available at vbaplans.com to locate a provider near you.
• Contact us. One of our Member Services Representatives will help you find a provider near you.
• When you call to make an appointment with a VBA in-network provider, tell them you have a VBA vision plan. On rare occasions, a provider may no longer accept VBA at the time of your appointment. Be sure to confirm network participation with your provider prior to receiving services or purchasing materials.

Log in to the VBA Member Portal or contact us to make sure you are eligible to receive services.

Select a VBA In-Network Provider to use your benefits.

• Log in to the VBA Member Portal to confirm eligibility for services and materials.
• Use our online Provider Finder to search for doctors in the VBA network.
• Schedule an appointment with the provider and let the office know you have vision benefit coverage through VBA prior to receiving services or purchasing materials.
• The provider will submit all claims for covered benefits directly to VBA.
• The provider will discuss and collect any copayments and/or out-of-pocket expenses from you, if applicable

On rare occasions, a provider may discontinue participation in our network without proper notice. When making your appointment, please verify participation to avoid any inconvenience

If your plan offers out-of-network coverage and you are eligible for benefits, you may elect to visit an out-of-network provider.

VBA adds new providers each day. If you would like your provider to be added to the network, complete the Refer a Provider form, and our team will reach out to see if the provider is interested in joining.

The company who contracted for your benefits (typically the policyholder's employer) determines the frequency of coverage for services and/or materials.

Log in to the VBA Member Portal or contact us to review your plan frequency for:

• Vision care exams
• Frames
• Lenses or contact lenses (vision care exams, contact lens fit and contact lens materials are in lieu of all other benefits for most plans)

The contracting company is also able to select either a 12-month frequency or a 24-month frequency for benefits based on Last Date of Service or Calendar Year.

Last Date of Service coverage begins once you first receive services or materials.

• This Date of Service determines when you will next be eligible to utilize benefits.
• Upon the expiration of your 12-month or 24-month waiting period, you will remain eligible until you utilize your benefits for services and/or materials (or are no longer a covered insured).

Calendar Year coverage begins on the first day of the month selected by the company and renews on the same day 12 or 24 months later, unless the policy has expired or is terminated.

• Coverage may begin in any month selected by the company for eligible, enrolled members.
• Benefits will be available until you receive services and/or materials during the applicable 12-month or 24-month benefit cycle.
• After the applicable 12 or 24 month period expires, a new benefits cycle begins and you will again be eligible for services and materials.
• Unused benefits from one benefit cycle cannot be carried over to another.

It is important to make sure your plan offers elective contact lens benefits prior to purchasing materials. Log in to the VBA Member Portal or contact us to make sure you are eligible for contact lenses prior to making an appointment with your provider.

Elective contact lenses are typically in lieu of all other services and materials.

The company who contracted for your benefits determines the Contact Lens Allowance (if applicable) for your plan. Any charges that exceed the amount of your allowance will be your responsibility and you may be required to pay contact fitting fees out of pocket at some locations.

The contact lens fit varies from a vision care exam.

A contact lens fit is an evaluation that is conducted in addition to your vision care exam. The purpose of the contact lens fit is to ensure proper fit of your contact lenses and to assess your vision wearing contact lenses.

Contact lens fittings allow your provider to evaluate you for potential risk factors that may cause eye conditions from improper contact lens fit. For first time wearers or wearers choosing a new lens, your provider may provide you with training and education on how to properly care for and wear your new lenses.

Contact lens fitting fees vary by provider. Ask your VBA in-network provider about all fees prior to making an appointment.

Log in to the VBA Member Portal or contact us to make sure you are eligible to purchase frames prior to making an appointment with a VBA in-network provider.

Many VBA plans include the option to select between a complete pair of eyeglasses (eyeglass frames and lenses) or elective contact lenses. Coverage does not include frame only purchases for most plans.

The company who contracted for your benefits determines coverage for lenses and frames (if applicable) for your plan. If PLANO lenses are fully-covered (lenses without a prescription), frame only purchases are permitted.

VBA does not limit you to certain manufacturers or styles.

Frame allowance and frame selection policies vary by location. Providers and frame manufacturers may limit certain frame selections. Contact your provider before requesting services.

VBA does not offer frame, lens, or contact lens exchanges.

Coverage does not include replacements for broken or lost frames when your lens benefits are used with a frame you already own.

Many VBA plans include the option to select between a complete pair of eyeglasses (eyeglass frames and lenses) or elective contact lenses. Coverage does not include frame only purchases for most plans.

The company who contracted for your benefits determines coverage for lenses and frames (if applicable) for your plan. If PLANO lenses are fully-covered (lenses without a prescription), frame only purchases are permitted.

Log in to the VBA Member Portal or contact us to make sure you are eligible to purchase frames and lenses prior to making an appointment with a VBA in-network provider.

It is important to ask your provider about policies and charges prior to ordering lenses for frames purchased at a different location and/or at a previous appointment.

Using your in-network benefits is simple.

• Log in to the VBA Member Portal to confirm eligibility for services and materials.
• Use our online Provider Finder to search for doctors in the VBA network.
• Schedule an appointment with the provider and let the office know you have vision benefit coverage through VBA prior to receiving services or purchasing materials.
• The provider will submit all claims for covered benefits directly to VBA.
• The provider will discuss and collect any copayments and/or out-of-pocket expenses from you, if applicable.

On rare occasions, a provider may discontinue participation in our network without proper notice. When making your appointment, please verify participation to avoid any inconvenience.

Any applicable copays must be paid at the time you receive services or purchase materials from a VBA in-network provider.

Log in to the VBA Member Portal or contact us to make sure you are eligible to receive services or purchase materials prior to making an appointment. The VBA Member Portal contains information regarding applicable copayments.

Many VBA plans include a vision care exam.

Log in to the VBA Member Portal or contact us to make sure you are eligible for an exam prior to making an appointment with a VBA in-network provider.

Your provider may ask for your medical insurance ID card prior to receiving services. The provider will make a professional determination, based upon eye conditions and overall health conditions detected or monitored during the eye exam, to bill your medical coverage. Examples of reasons your provider may bill your medical coverage over routine vision coverage may include (but are not limited to) diabetes, keratoconus, post cataract surgery, dry eye, glaucoma, etc.

VBA does not offer coverage or reimbursement for online contact lens prescription renewal. Online Prescription Renewal does not meet VBA’s requirements for a Vision Care Exam.

For more information regarding your provider billing your eye exam to your medical coverage, please contact your provider.

Digital Retinal Screenings may be designated as non-covered or fully-covered. The company that contracted for your benefits (typically the policyholder’s employer) determines the coverage for digital retinal screenings. Coverage only applies for the screening of a normal eye baseline detection purposes.

Approved devices include nonmydriatic camera or imager that images at least the posterior pole and beyond.

Digital retinal screening does not replace dilation, which is performed as part of the Member’s vision care exam when indicated. For reimbursement, digital retinal screening must be performed and observed onsite.

Non-Covered

Beginning October 13, 2022, all plans that include in-network coverage for a vision care exam will have a non-covered digital retinal screening available at a discounted rate of up to $39 (Benefits and participation may vary by location and where prohibited by state law).

Digital Retinal Screening discounted rates apply when:

• Included as part of an in-network VBA vision care exam (must be billed in the same claim)
• It is submitted through the VBA Provider Portal or EDI submission
• It is in a state or location accepting VBA’s fee schedules for non-covered services

During the Claims submission process, the provider will enter their usual and customary fees for the Digital Retinal Screening. VBA’s Claims System will show the provider the total due from the member.

If the provider’s usual and customary fee for digital retinal screening is less than $39, the member will be charged the lower fee. If the provider’s usual and customary fee is $39 or more, the member will be charged $39.

Fully-Covered

Beginning October 13, 2022, VBA’s Sales team may sell fully-covered digital retinal screening to groups.

• Included as part of an in-network VBA vision care exam (must be billed in the same claim)
  • If a member’s exam is billed to medical insurance, digital retinal screening may be reimbursed through an OON claim if OON coverage is available for the plan
• May be eligible for OON Reimbursement
• Uses the same frequency as the vision care exam
• Providers can view member eligibility through the authorization
• Copays apply to exams only. No additional copays are billed for digital retinal screening.

Not Covered

• When performed in connection with a clinical condition, retinal imaging is considered medically necessary and shall be submitted to the member’s medical plan.
• When completed with interpretation and report, it is considered fundus photography and shall not be covered by the member’s digital retinal screening benefit.
• If fundus photography or related service is billed to the member’s medical plan, the same service cannot be billed to VBA when performed on the same day.
• When performed by a primary care physician as part of an annual physical.

Log in to the VBA Member Portal or contact us to make sure you are eligible to purchase lenses prior to making an appointment with a VBA in-network provider.

Under most plans, eyeglass lenses are covered or discounted when visiting a VBA in-network provider for eligible members. In some cases, additional lens treatments or materials are covered or discounted.

Dependent upon your coverage and eligibility, you may incur out-of-pocket expenses for lens enhancements such as:

• Anti-reflective coatings
• Blue light materials and/or coatings
• UV protection
• Progressive lenses
• Tinted lenses
• Photochromic lenses
• Mirror lenses, etc.

The company who contracted for your benefits determines coverage for lens enhancements. Log in to the VBA Member Portal or contact us to learn more about covered and non-covered lens enhancements.

Your VBA coverage does not include warranties, guarantees or exchanges unless provided by your VBA in-network provider or the manufacturer.

VBA does not offer warranties on lens materials or lens enhancements. VBA does not offer replacements to broken or lost frames, lenses or contact lenses.

VBA does not guarantee any materials or services purchased from or provided to you by your VBA in-network provider or from your out-of-network provider.

VBA does not offer frame, lens or contact lens exchanges.

If you are unhappy with your selection or have any issues with products or services purchased from a VBA in-network provider or out-of-network provider, please contact your provider.

VBA does not offer returns or refunds for services or ophthalmic materials (i.e., eyeglasses and/or contact lenses) purchased through in-network or out-of-network providers.

Failure or refusal to pick up eyeglasses ordered from your provider shall not constitute a reversal of your transaction/utilization of benefits.  Based on your provider’s own policy, frames may be restocked and lenses destroyed if they remain unclaimed after 60 days or more. It is your responsibility to understand the policies at the provider’s office you select.

If you are dissatisfied with products or services purchased from any in-network or out-of-network provider, please contact the provider directly as VBA has no involvement in the provision of such services or in the selection, ordering, or manufacturing processes for materials.