Your state currently allows only essential services. Refrain from seeking eye care for anything but urgent matters and continue to adhere to the CDC’s guidelines for best health practices during the pandemic. Below are FAQs on what you can and cannot do during this time.
1. What is an essential service and what is a non-essential service?
An essential eye care service is a service that is required due to an urgent need—for example, sudden vision loss or changes, sudden drooping eyelid(s), eye trauma, eye pain, sudden onset of double vision, flashes of light, or floaters, and any other symptoms that have a significant impact on your day-to-day life.
Nonessential services are not emergency-related, such as routine eye exams and contact lens fittings.
2. Can I use my NVA benefit?
We are committed to continuing to provide service to all our members during these trying times. Your benefits are available as normal, and you can always contact our customer service center at:
Phone: 800-672-7723
TDD: 800-820-2990 (for those with difficulty hearing)
E-mail: service@e-nva.com
3. Can I use telemedicine services for exams?
Unfortunately, due to the nature of the exam, comprehensive eye exams need to be conducted in person. However, in case of an eye emergency, consult with your eye doctor to see if he/she offers telemedicine. If yes, check to see if this service is covered by your health insurance. Your vision benefit does not cover telemedicine services.
Eyeglasses
If you have a valid prescription and an out of network benefit, you can order eyeglasses online from the following retailers. Please understand that if you use an on line service for eyeglasses then you will need to pay by credit card in full and submit a direct reimbursement claim form to NVA for reimbursement which may not cover the total cost of what you order.
You can order on-line from Warby Parker at www.warbyparker.com or call them at 1-888-492-7297.
You can order on-line from Frames Direct at www.framesdirect.com or call them at 1-800-248-9427.
You can order on-line from Eyeglasses.com at www.eyeglasses.com or call them at 1-888-896-3885.
Contact Lenses
If you have a valid prescription you can order lenses online, including access to Contact Fill, an online contact lens mail service. You can use your NVA vision benefit when you order so there’s no need to file a claim for reimbursement. Order at 1-866-234-1393 or at https://www.contactfill.com/
If you’re prescription has expired and it’s been over 12 months since you have seen your current eye doctor, you may want to reach out to them to see if they will extend your prescription due to the current circumstances. Federal Law states replacement contact lenses can only be dispensed with a valid prescription that is less than 12 months old.
4. How can I purchase eyeglasses and contact lenses?
If you have a valid prescription you will still be able to order eyeglasses and contact lenses online.
Eyeglasses
If you have a valid prescription and an out of network benefit, you can order eyeglasses online from the following retailers. Please understand that if you use an on line service for eyeglasses then you will need to pay by credit card in full and submit a direct reimbursement claim form to NVA for reimbursement which may not cover the total cost of what you order.
You can order on-line from Warby Parker at www.warbyparker.com or call them at 1-888-492-7297.
You can order on-line from Frames Direct at www.framesdirect.com or call them at 1-800-248-9427.
You can order on-line from Eyeglasses.com at www.eyeglasses.com or call them at 1-888-896-3885.
Contact Lenses
If you have a valid prescription you can order lenses online, including access to Contact Fill, an online contact lens mail service. You can use your NVA vision benefit when you order so there’s no need to file a claim for reimbursement. Order at 1-866-234-1393 or at https://www.contactfill.com/
If you’re prescription has expired and it’s been over 12 months since you have seen your current eye doctor, you may want to reach out to them to see if they will extend your prescription due to the current circumstances. Federal Law states replacement contact lenses can only be dispensed with a valid prescription that is less than 12 months old.
5. How can I contact NVA?
You can reach out to us by phone or email, whichever you prefer. We are available 24/7, 365 days a year. Reach out here:
Phone: 800-672-7723
TDD: 800-820-2990 (for those with difficulty hearing)
E-mail: service@e-nva.com
6. Can I use an out-of-network provider?
Yes. NVA’s national network of providers includes over 87,000 access points of care in all 50 states and Puerto Rico. It’s comprised of independent practitioners as well as optical retailers. By visiting a participating provider location, you’ll always get more for your money.
You can easily check to see if your provider participates by calling us toll-free or using the provider locator on this website or member app. If your provider is not currently one of our providers, contact us and we will invite that provider to join the NVA provider network.
If you do decide to use a provider that is not part of the NVA network, your plan may offer reimbursement of a percentage of the money you spent on covered services. Simply print the Out-of-Network Claim Reimbursement Form, complete it, attach your receipts, and mail it to NVA for processing.
You can easily check to see if your provider participates by calling us toll-free at 800-672-7723.
7. Where can I go for more information on eye health and COVID-19?
We are providing any and all updates about eye care and COVID-19 here: https://nvablog.com/home/eyecare/eyes-on-health/coronavirus-updates/
For more general information about COVID-19: