Introduction to EyeMed Vision Care

1. I nt ro d u c t i o n

2. Welcome to EyeMed Vision Care
EyeMed brings unparalleled expertise and passion to vision
care and offers a unique approach to delivering vision wellness
to members. Because we understand the value of a program
that promotes workplace productivity and connects to your
overall health care initiatives, we take a holistic approach to
vision care through benefit solutions that provide service
excellence at all touch points. We provide simple, yet
comprehensive vision plans to more than 155 million
members and are committed to providing you with the
same world-class eye health and vision wellness in the
near future.
With EyeMed
As your vision care partner
you’ll see
ECONOMIC VALUE
As a market leader in the industry, your company and your employees will not find a better value than with
EyeMed. Our goal is simple — to improve quality of life through better vision care with Innovative benefits at a
great price! Our innovative products deliver competitive premiums, generous discounts, reduced member out-of-
pocket and program support at no additional cost. We provide the best value without sacrificing quality.
THE BEST ACCESSIBILITY TO CARE
With almost 60% of eyewear dollars spent at optical retailers* - EyeMed’s network is built to meet this consumer
demand by giving members access to thousands of independent providers as well as the nation’s leading optical
retailers such as:
No one makes it easier to access network benefits or customer care. Through an automated claims process,
state-of-the-art web tools and the longest agent-assisted call center hours in the indus-try—99 hours per week
—we deliver the convenience your employees seek.
VISION WELLNESS
Better vision is what we’re all about! Our plans do more than save members money on eyewear - they encourage
annual comprehensive eye exams that are crucial to overall health. An eye exam can detect medical conditions
including hypertension, arteriosclerosis, glaucoma, macular degeneration and diabetes. Our vision expertise
coupled with no-cost open enrollment and ongoing vision well-ness communication strategies will deliver a
program that leads to an overall savings on long-term health care costs.
PROFESSIONAL PASSION
Our mission is To Serve and Inspire with Excellence. For more than 20 years, we’ve delivered the na-tion’s best
vision care experience through innovative products and streamlined implementation and account service models.
Our passion for customer service is evident in our internal Key Performance Indicators results. Through insightful
plan experience reporting, access to vision industry trend infor-mation and Web-based plan management tools,
only EyeMed provides a truly consultative solution for long-term satisfaction.
Vision care should be easy. That’s why EyeMed delivers the industry’s best coverage and
best experience at a great value.
*Jobson, 2009
2

3. With EyeMed
You’ll see the industry’s
EYEMED DELIVERS:
best value
• Standard 4-year
rate guarantees with EyeMed understands the need to save on health care and out-of-pocket costs. Therefore,
competitive premiums we deliver flexible vision plan options at the most competitive rates that fit lifestyle and
budget needs for even the most diverse employee populations. Here’s how we do it:
• Consistent application
of benefits and discounts Custom Benefit Solutions
at all provider locations We aren’t your average vision plan and recognize that your needs are unique. That’s why
EyeMed offers plans with flexible co-payments and allowances for eye exams, frames,
• Flexible allowance/ lenses and contact lenses. We support both self-insured and fully-insured funding
copay options arrangements with no upfront costs.
• 40% discount off Depending on your organization’s geographic location and budget needs, you can
unlimited complete choose from one of four diverse network options. Available plan types include fully-
pairs of prescription funded, exam-only and materials-only plans. We offer the following options for each
eyeglasses plan type:
• Fixed, discounted Eye Exam: Frames and Lenses:
pricing for popular lens
options • Paid-in-Full • Paid-in-Full
• Optional Copays • Optional Copays
• 20% off any item not • Member Discounts
covered by the plan
All EyeMed plans include additional discounts once the funded benefit has been used.
Regardless of your vision benefit needs, EyeMed is the right solution for you.
Reduced Member Out-of-Pocket Costs
Only EyeMed extends the most generous discounts to reduce member out-of-
pocket costs. Your members will enjoy:
• 20% savings on any frame cost above plan allowance
• Fixed, discounted pricing for popular lens options
• 40% off unlimited complete pairs of prescription eyeglasses after the initial
benefit has been used
• 20% off any item not covered by the plan
• 15% off conventional contact lens cost above plan allowance
• Replacement contact lenses at competitive prices through
Consistent Application of Benefits
We make vision benefits easier to understand. All benefits are calculated
using retail cost of services and materials with no confusing wholesale
calculations, making it easier to determine out-of-pocket costs up
front. Additionally, all providers are contracted to consistently apply
plan benefits, including discount schedules. This ensures that no
matter which provider is chosen, benefits and discounts are
applied the same way nationwide.
3

4. With EyeMed
You’ll see a diverse network of
quality providers
Because convenience and accessibility to care are so important to
members, EyeMed provides four national network solutions to meet
their unique needs. All networks include ophthalmologists,
optometrists and opticians for a range of care options.
Spending at optical retailers comprises more than half of total optical
spending.* All of our networks are designed to match these consumer
preferences by providing ac-cess to thousands of independent
providers and the nation’s leading optical retailers including:
Inclusion of optical retailers provides:
• Extended evening and weekend hours for both exams and eyewear delivery
• Convenient locations inside or nearby major shopping centers
EYEMED DELIVERS: • Service without an appointment
• Quality independent • On-site labs in many locations for faster eyewear turnaround time
and retail providers • Product guarantees designed for customer satisfaction (generally 30–90 days
to meet consumer depending on retail chain)
demand *Jobson, 2009
• Ophthalmologists,
Beyond network composition, your employees want convenient access to provider
optometrists and
locations. No matter where you live, all of our networks provide exceptional access
opticians
to care. Adequate mileage to a vision provider should be defined as one to two
• NCQA credentialing providers within 10 miles of urban/suburban employees, and one provider within
process for network 20 miles for rural employees.
providers
EyeMed offers multiple network options to meet your specific needs. Contact your
• DPA and TPA certified sales representative for further details.
providers
TOTAL QUALITY OF CARE
• A free-to-choose lab Not only do we provide you with the optimal network composition, but we ensure
model resulting in faster that your employees receive the quality of care they deserve. An established group
turnaround time of ophthalmologists, optometrists and our medical director oversee our quality
assurance program that monitors standards of care including credentialing and
re-credentialing criteria. All professional providers on our network must complete
credentialing upon joining the network and be re-credentialed at least every 36
months. All criteria are verified by an NCQA-certified Credentials Verification
Organization (CVO).
Our quality assurance program is based on standards established by the American
Academy of Ophthalmology in the Preferred Practice Patterns and the American
Optometric Association in the Clinical Practice Guidelines.
4

5. With EyeMed
You’ll see convenient and knowledgeable
customer care
EYEMED DELIVERS:
• The longest agent-assisted A SERVICE MODEL DESIGNED WITH CLIENTS IN MIND
customer care hours in Our dedicated customer care center associates and our Web site, www.eyemedvisioncare.com,
the industry—99 hours provide exceptional service to our valued members and clients. EyeMed’s extended service hours,
per week interactive phone system and easy-to-use Web capabilities help address important questions
within seconds.
• Open 7 days per week,
362 days a year
Hours of Live Operation:
• 24-hour automated IVR Monday through Saturday, 8:00 a.m. to 11:00 p.m. (EST)
and Web service Sunday, 11:00 a.m. to 8:00 p.m. (EST)
• Standard 25-second speed
Members have access to more than 300 trained representatives that specialize in answering
of answer and less than
2.5% call abandonment only EyeMed vision plan calls. Our extended hours of live operation also set us apart from
rate. our competitors. The chart below describes all available services:
Service Client Member Customer IVR
Web site Web site Care Center
Multilingual Capabilities 3
Provider Locator 3 3 3 3
Plan Benefit Information 3 3 3 3
58% of employees without
Next Eligible Date of Service 3 3 3 3
vision care would be Out-of-Network Claim Form
3 3 3 3
Requests (if applicable)
interested in coverage, AND
ID Card Requests 3 3 3 3
more than 80% of employees
Laser Benefit Information 3 3 3 3
feel it’s important to have
Laser Provider Locator 3 3 3 3
vision care.
Claims and Claims Status 3
—The Vision Council, 2008
Educational Information
3 3 3
about Vision
Member Grievance Resolution 3
Order Replacement Contact 3 3
Lenses
Update Member Records 3
Download Member Rosters 3
View Invoices (fully insured groups) 3
Review Plan Contact
Information 3
5

6. With EyeMed
You’ll see an experienced team of
vision experts
IMPLEMENTATION SERVICES
EyeMed’s proven transition process and implementation team are second
to none. No one will work as closely with you to ensure a streamlined,
successful implementation and enrollment process. You’ll be assigned
an experienced implementation professional who will provide a
consultative approach to implementation discovery and will serve as your
primary contact until the plan effective date. This results in an effortless
transition to our program.
ACCOUNT SERVICE EXCELLENCE
Once successfully transitioned to our program, your account service
contact will be your vision plan expert and is available as the day-to-day
resource for all plan management activities, providing consultative service
as follows:
EYEMED DELIVERS: • Plan Performance
• Oversight of eye health and wellness initiatives
• 99% client satisfaction • Utilization and plan reporting
• Trend consultation and necessary changes to benefits
• Seamless, proven
• Resolution of eligibility file, billing or member issues
implementation process
• Acquisitions of additional companies or employee groups requiring
• Flexible eligibility system or structure changes
formats
• 97% claims processed As part of our service commitment, we recognize that your total plan satisfaction rests in
in 5 business days our hands. Your account service contact is passionate about your long-term plan success.
• Meaningful plan That’s why our approach to plan experience and trend reporting provides insight to possible
reporting and
program improvements, while illustrating the important utilization data needed to
consultation, including
understand plan performance. Depending on your group size, a variety of detailed reporting
usage trend analysis
and member preference will be provided on the plan’s year-end schedule and will be reviewed with you.
insight
uncorrected
Every year, vision disorders vision can decrease
account for more than
employee performance
$8 billion in lost
productivity. by as much as 20%
—Vision Council of America, 2009
76

7. With EyeMed
You’ll see a focus on
EYEMED DELIVERS: vision wellness
We are passionate about improving the quality of life through better vision. This includes
• Vision Wellness delivering comprehensive eye care while driving vision wellness education and awareness
programs to drive through:
defined populations
to receive eye exams No-Cost Education and Wellness Tools
Eye exams are not just about visual acuity. Data from the American Optometric Association
• No-cost open and the Vision Council of America has proven that comprehensive eye exams help detect
enrollment support serious chronic health problems such as hypertension, arteriosclerosis, glaucoma, macular
and wellness degeneration and diabetes.
communication tools
Part of our promise as your vision partner includes educating members on the important
• No-cost member role annual eye exams play in an overall health care program. our imple-mentation
welcome kits, including professional will partener with you to form a comprehensive communicatino strategy.
ID cards for each
employee and vision With EyeMed, you’ll receive: Open Enrollment and Health Fair Support
wellness information At no additional cost, EyeMed provides vision experts to attend your meetings (depending
upon group size) and will support you with a toll-free open enrollment line. We’ll also
deliver custom-ized materials for your open enrollment mailings and for open enrollment
meetings and health fairs. These materials not only outline plan benefits and contact
information, but also increase awareness about the importance of yearly eye exams.
For those meetings not attended by EyeMed, an enrollment DVD that describes the vision
program and provides instructions on accessing the benefit, will be provided.
Our standard communication materials include the following:
Announcement Letter
The announcement letter describes your benefits, educates your employees about
vision wellness and introduces open enrollment, phone and Web support tools.
The following is a
EyeMed Graphic Support Materials
snapshot of materials OPEN ENROLLMENT EVENTS
supplied for events: DISPLAY MATERIALS
PUBLICATIONS RAY BAN RAFFLE HANDOUTS
Vision
Care for
E NTER T O W IN Everyone
POST-IT PADS
Discover the facts about BUSINESS CARD
your eyesight
BENEFIT ANNOUNCEMENT
MESSAGE MAGNET
Name
RAFFLE BALLOT BOX
PRE-EVENT POSTER TABLE TOPPER
ENTER TO WIN
NAME BADGE
RETRACTABLE
FLOOR BANNER
LOCATION DIRECTORY EVENT PAMPHLET RAFFLE BALLOTS PLASTIC BAGS
Wellness Communication HEALTH FAIR EVENTS
PUBLICATIONS RAY BAN RAFFLE HANDOUTS
DISPLAY MATERIALS
The no-cost client communication kit provides seasonal
Vision
Care for
E NTER T O W IN Everyone
POST-IT PADS
There’s clearly a need
vision wellness messaging tools such as newsletter
for eye exams
Seeing clearly.
BUSINESS CARD
BENEFIT LOCATION EVENT
ANNOUNCEMENT DIRECTORY PAMPHLET
MESSAGE MAGNET
articles, posters and paycheck inserts. We encourage you RAFFLE BALLOT BOX
ENTER TO WIN
Name
NAME BADGE
to use this kit throughout the year to establish a strong
PRE-EVENT POSTER TABLE TOPPER
RETRACTABLE
6 INFORMATIVE BUCKSLIPS / DISPLAYED IN ACRYLIC HOLDER RAFFLE BALLOTS PLASTIC BAGS
FLOOR BANNER
vision wellness message.
Member Welcome Kits with
ID Cards
The membership brochure
provides benefit information,
including copay amounts,
discounts and allowances, a
listing of nearby providers
based on employees’ zip
codes, customer care contact
EMV-401 EYEMED COMMUNICATIONS KIT _ ONE PAGE FLYER_TOPIC : Importance of Eye Exams
8.5” x 11” plus 1/8” bleed all four sides
7-30-08
information and ID cards. It
also communicates the value
of vision wellness and
comprehensive eye care.
EMV-401 EyeMed 2008 Communication Kit_PAYROLL STUFFER_TOPIC : Importance of Eye Exams
6-1/2”W x 3-1/2“ H plus 1/8” bleed _ fits in payroll envelope
7-30-08
7 EMV-401 EyeMed 2008 Communication Kit_POSTER_TOPIC : Importance of Eye Exams
17” x 22” size plus 1/8” bleed all four sides _ folds to 8-1/2 x 11 size to fit in folder
7-30-08

8. With EyeMed
You’ll see focused dedication to
community service
VISION FOR ALL
OneSight® (formerly known as the Gift of Sight) is a Luxottica
Group Foundation that provides clear vision to those in need.
Established by LensCrafters in 1988, the Foundation was built on
the principle that “sight isn’t a luxury, but the right of every human
being.” We’ve now given the gift of sight to more than 7 million
people through missions and programs across the globe. Thanks
to voluntary work by thousands of our employees, providers,
vendors and clients, OneSight provides free vision exams and
distributes free eyewear to the disadvantaged in
North America and abroad.
OneSight® activities include:
• Cycle of Sight—provides free vision screenings
to local school children
• Vision Vans—travel the country providing free eye exams
and eyewear
• International Missions—offer eye exams and eyewear
to the disadvantaged
• Sight Night—promotes collection of used eyewear
during Halloween
• Eyewear Recycling Program—accepts donations of
used eyewear to be refurbished for use on International Missions
• Fundraising Opportunities—includes Eye Run for Vision 5K,
the Par for Sight golf event and the OneSight gala
EyeMed encourages
all of our clients,
members and brokers
to join our effort.
4000 Luxottica Place
Mason, Ohio 45040
888-4-EYEMED
eyemedvisioncare.com