• Answer: Often the mail is slow in delivering and statements go out before your payment is received. Your payment has been received.

2. I received a bill for my recent visit. I have insurance. Why did my insurance not pay for my visit?

• Answer: We billed your insurance and your coverage was denied. We suggest you contact your insurance plan to determine why your payment was denied. If you find that your coverage was denied in error, please call 1-540-213-7721 and advise us as to with whom you spoke so that we may obtain permission to re-bill your insurance company.

3. I was billed for a refraction, why did you not bill my insurance?

• Answer: The refraction is the measurement to check your vision which allows you to receive a glasses prescription if needed. Your insurance plan was billed for this service however your insurance does not pay for the refraction provided therefore the fee was billed directly to your account.

4. I received a statement for my glasses, why am I billed when I have not yet received my glasses?

• Answer: Your glasses are custom made to match your frame selection and / or glasses prescription, therefore the amount due is charged when ordered. The amount is NOT due until you receive your glasses.

5. I received a bill for my recent visit. I have a vision plan and medical insurance. Why did these insurance plans not pay for my service?

• Answer: Your vision plan paid for your refraction or prescription for glasses however during your visit, for your convenience, you also received an exam for your medical diagnosis. Your medical insurance was billed for that medical visit and the amount allowed for that visit was applied to your annual medical insurance deductible/co-pay/coinsurance, therefore we have billed your account for the medical portion of your visit.
  
  

• Answer: We billed your insurance and your coverage was denied. We suggest you contact your insurance plan to determine why your payment was denied. If you find that your coverage was denied in error, please call 1-540-213-7721 and advise us as to with whom you spoke so that we may obtain permission to re-bill your insurance company.
  
  

7. I received a bill for my recent contact lens exam.  I have insurance. Why did my insurance not pay for my contact lens exam?

• Answer: We billed your insurance and your coverage was denied. We suggest you contact your insurance plan to determine why your payment was denied. If you find that your coverage was denied in error, please call 1-540-213-7721 and advise us as to with whom you spoke so that we may obtain permission to re-bill your insurance company.

8. I received a bill for my recent contact lens purchase.  I have insurance. Why did my insurance not pay for my contact lens purchase?

• Answer: We billed your insurance and your coverage was denied. We suggest you contact your insurance plan to determine why your payment was denied. If you find that your coverage was denied in error, please call 1-540-213-7721 and advise us as to with whom you spoke so that we may obtain permission to re-bill your insurance company.

9. What is a diagnostic test?  Why was my diagnostic test not covered completely by my medical insurance?

• Answer:  Diagnostic is testing by special ophthalmic equipment to detect early or follow eye disease.  This test is ordered by your practitioner based on your diagnosis and standard of care. 

• Some insurance companies categorize diagnostic testing under lab services. 
  These services are under a separate deductible or co-insurance than office visits.
• Some insurance companies pay 80% of the diagnostic test and the patient portion is 20%.

10. Why does my statement say EyeOne/RetinaCare of Virginia and not Augusta Eye Associates?

• Answer:  We started to transition from Augusta Eye to EyeOne about two years ago.  We expanded our service area outside of the Augusta County area.  Over the last two years we have advertised both Augusta Eye and EyeOne together.  Statements and printed forms were one of the first selected to only have the EyeOne logo.  EyeOne is a trade name under Augusta Eye Associates, P.L.C.