Vision complaints and appeals How to submit a vision complaint Complaints can be submitted through a written or verbal request. See the Directory pages at the beginning of this booklet for links and contact information. How to submit a vision appeal You have the right to appeal if: • You do not agree with VSP's decision about your health care. • VSP will not approve or give you care you feel it should cover. • VSP is stopping care you feel you still need. VSP normally has 30 days to process your appeal. In some cases, you have a right to an expedited appeal. You can get an expedited appeal if your health or ability to function could be seriously harmed by waiting 30 days for a standard appeal. If you ask for an expedited appeal, VSP will decide whether your request is approved. If not approved, your appeal will be processed in 30 days. If any doctor asks VSP to give you an expedited appeal, or supports your request for an expedited appeal, it must be given to you. If you want to file an appeal which will be processed within 30 days, do the following: File the request in writing with VSP. See the Directory pages at the beginning of this booklet for contact information. Your appeal request will be processed within 30 days from the date your request is received. If you want to file an expedited appeal, which will be processed within 24 hours, do the following: • File an oral or written request for an expedited appeal. Specifically state that "I am requesting an expedited appeal," or "I believe that my health could be seriously harmed by waiting 30 days for a normal appeal." • To file a request orally, contact VSP Member Services. VSP will document the oral request in writing. See the Directory pages at the beginning of this booklet for contact information. Help with your appeal: If you decide to appeal and want help with your appeal, you may have your doctor, a friend, lawyer, or someone else help you. There are several groups that can help you. If you are covered by Medicare, you may contact the Medicare Rights Center toll free at 1-888-466-9050 (TRS: 711). You may also contact the National Institute on Aging at 1-800-222-2225 (TRS: 711) to request the phone number of your local Area Agency on Aging or Health Insurance Counseling and Assistance Program (HICAP). Your prescription drug benefit See the Directory for prescription drug contact information. Your plan’s prescription drug benefit is managed by a partnership of companies known as Washington State Rx Services (WSRxS): • Preauthorization, appeals, and customer service: Moda Health • Network mail-order pharmacies: ▪ Costco Mail-Order Pharmacy ▪ Postal Prescription Services (PPS) ▪ Note: The plan does not cover prescription drugs purchased through mail-order pharmacies located outside the U.S. 2024 UMP Select (PEBB) Certificate of Coverage 85