Below are answers to commonly asked member questions. Please keep in mind that your Evidence of Coverage (EOC) or Certificate of Insurance defines the specific benefits of your plan.

GENERAL FAQs
Q1: How do I reach Member Services?
Q2: What is the mailing address and phone number?
Q3: I lost my ID card. How do I get a replacement?
Q4: How do I report changes in dependent coverage or address?

DENTAL FAQs
DHMO
Q5: How do I receive benefits under my dental plan?
Q6: How do I change my dental provider?
Q7: My dentist wants me to see a specialist. Am I covered?
Q8: Does my plan automatically entitle me to a free cleaning? (DHMO plans only)
Q9: How long do I have to wait to get an appointment with my dentist?
Q10: What is the procedure for emergency visits?

PPO
Q11: What is a dental PPO?
Q12: Why should I use a PPO contracted dental provider rather than one that is not affiliated?
Q13: What is a deductible?
Q14: What is an annual maximum?
Q15: What is coinsurance?
Q16 Do I need pre-authorization for my dental work?
Q17: Do I need a referral to see a PPO specialist?

VISION FAQs
Q18: How do I receive benefits under my vision plan?
Q19: How do I get a vision exam if I'm on the Flexible Choice 2 (Materials Only) Plan?
Q20: How long do I have to wait to get an appointment with my vision care provider?
Q21: What is the procedure for emergency visits?
Q22: Does my plan cover contact lenses?
Q23: What is the difference between "medically necessary" and "cosmetic" contact lenses?
Q24: Can I get glasses and contacts?
Q25: Do the plans limit the kind of eyeglass frames I can choose?
Q26: Does your provider list include all types of eye care professionals? What's the difference between an ophthalmologist, an optician and an optometrist?

GENERAL FAQs

Q1: How do I reach Member Services?
Our Member Services Staff is happy to assist you. Please refer to our Contacts page for more information.

Hours of Operation:
Monday - Friday 6:00 AM to 7:00 PM (PST)
Saturday 8:00 AM to 1:00 PM (PST)

Q2: What is the mailing address and phone number?
This information is provided on our Contacts page for both Dental and Vision services.

Q3: I lost my dental ID card. How do I get a replacement?
Simply contact the Member Services Department (see Contacts page) and a representative will be happy to assist you.

Hours of Operation:
Monday - Friday 6:00 AM to 7:00 PM (PST)
Saturday 8:00 AM to 1:00 PM (PST)

Q4: How do I report changes in dependent coverage or address?
If you are a member of an employer group plan and you have a change in your dependent coverage, address, or other change, please complete an Enrollment Application/Change of Status form (see Forms page) and forward it to your Benefits Administrator and/or Human Resources Department.

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