We understand the importance of clear communication, especially as it relates to questions about your benefits. That’s why we’re committed to providing superior service, no matter how you contact us.
Answers When and How You Want Them
Our service commitment begins with our award-winning Customer Care Center, staffed with live-agents seven days a week, 362 days a year. We’re open when your provider is, so help is available when you need it most. Member calls are answered by more than 300 U.S.-based agents who are dedicated to answering EyeMed Vision Care calls only, so you can rest assured that you’ll get expert help every time.
What’s more, our call center uses a skill-based routing system that automatically directs your call to the representative who can best answer your question. This means your calls will be answered by the right person the first time and it helps us maintain a 99% first-call-resolution rate. We have high standards, so we continuously monitor performance to make sure calls are answered in 25 seconds or less, for happy, satisfied members.
If you call outside of our 102 hours of live-agent assistance, we’ve still got you covered with our Interactive Voice Response (IVR) system and the self-service tools available on our member website. Take a look below to see what member services are available via our toll-free phone lines, IVR and website.
Still not convinced? As further proof of our commitment to outstanding customer service, our call center has earned the distinction as a "Certified Center of Excellence" from Benchmark Portal four years in a row. Because of our outstanding performance, our call center is ranked in the top 10 of call centers of the same size.