FAQ for Employers
Q: When should I expect my billing statement to arrive?
A: Surency generates billing statements on the last business day of each month.
Q: When is my Surency premium due each month?
A: Payment should be submitted in time to reach Surency by the due date printed on the invoice (billing statement).
Q: Why are the terminations, additions, or changes I submitted not reflected on this month’s billing statement?
A: All terminations, additions or changes received by the 20th of the month will be reflected on the next billing statement. For example, changes, additions, or terminations submitted before March 20th will appear on April’s billing statement. Changes, additions, and terminations submitted from March 20th-31st would appear as adjustments on May’s billing statement.
Q: How far back can a group’s account be credited for changes/terminations?
A: Credits for changes and terminations on your group’s account are limited to 60 days prior to the current billing cycle in accordance with the Surency contract.
Q: How do I confirm that an employee is eligible for coverage?
A: To check an employee’s eligibility status, click here to visit the Employer Connection.
Q: How do employees verify their children’s full-time student status?
A: We need a copy of a document that would give us proof that the student is enrolled at a secondary institution with at least 12 credit hours. Acceptable documentation includes a copy of a paid tuition bill or a letter from the registrar.
Q: What happens if an employee’s child aged 19 or over is no longer a full-time student?
A: Vision coverage ends at the end of the month in which the child reaches the maximum dependent age and is no longer a full-time student. However, the child may be eligible for COBRA benefits if the employer is required to offer COBRA.
Q: My employee misplaced his/her ID card. How can he/she get a replacement?
A: ID cards can be printed from the web site through the following link: Benefits/Eligibility
Q: My employee has a dependent who is fully disabled. How long can the dependent’s vision benefits coverage continue?
A: As long as the individual remains disabled and is fully dependent on the member for support he or she can remain a dependent on the member’s vision policy. Written proof is required from the attending physician to verify the dependent's condition.
Q: Can an employee add a family member to his/her vision coverage at any time?
A: No. Dependent family members can only be added during open enrollment periods, or when a qualifying event occurs.
Q: What does Surency consider a qualifying event?
A: The following are considered qualifying events:
- Marriage/divorce
- Birth/legal custody/adoption
- Loss of other vision insurance coverage
Q: What if an employee wants to elect coverage in the middle of a contract year?
A: Coverage can be elected during the middle of the contract year only if a qualifying event occurs.
Q: When does coverage begin after there has been a qualifying event?
A: Coverage begins the first of the month following the date of the qualifying event. Surency must receive notice of the change in eligibility status within 31 days of the qualifying event. Otherwise, the change may only be made at the renewal date of the group contract if the employer allows such open enrollment.
Q: How can I get a vision benefits summary for my employees?
A: A summary of vision coverage is available on the web site by visiting the Employer Connection. A Benefits Booklet explaining coverage is mailed to each new enrollee within 30 days of their effective date.
Q: Can I change my group's waiting period?
A: The contract signed by the group defines the waiting period. The waiting period applies to all new employees. Some contracts may allow changes to the waiting period. Please contact your Surency Account Executive to inquire about contract revisions.