With regard to the issues that customers/members of Blue Cross Blue Shield of North Carolina (BCBSNC) are experiencing, several factors are at play, including the volume of calls being 400 to 500 percent higher than last year and BCBSNC implementing a new system.
BCBSNC has added customer service representatives and extended its hours to help more customers. BCBSNC Customer Service was available this past Saturday from 8 a.m. to 4 p.m. and Sunday from 1 p.m. to 5 p.m.
As of Friday, December 8th:
- 93 percent of enrolled customer ID cards have been mailed. The vast majority of the rest should arrive early this week.
- BCBSNC has been communicating to customers, doctors and hospitals that customers can get medical care as needed, and their doctors can confirm coverage.
- At the present time, BCBSNC Customer Service is devoting the morning hours to taking calls from customers. In the afternoon, it is returning the calls of customers who could not wait on “hold” and asked for a return telephone call.
- Customers’ plans started on January 1, 2016. If, for some reason, coverage cannot be confirmed, customers will be reimbursed for their visits, services or drugs (according to their benefits) once their pharmacy or doctor resubmits the claim.
BCBSNC is sorry for the challenges and is working hard to address them.
Thank you for your patience,
NC Get Covered staff