Frequently Asked Questions | Blue Cross and Blue Shield of Illinois

How can I get more information about my benefits?

You can log in to blue access formembersm 24 hours a day, 7 days a week to access your benefit information or call customer service at the number on your member ID card. bcbsil.

Are my medical records kept private?

yes. We are committed to protecting your medical records and have strict rules to make sure that our staff and anyone who needs to see your records keep all of your member information private. your medical records or claim details may need to be reviewed. if so, precautions are taken to keep your information secure. in many cases, your identity, such as name and address, will not be included in the information provided during the review.

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has my coverage started? Can I use my health plan?

The first payment of your premium activates your coverage, so you can start using your health plan within 1 or 2 days after making your payment, depending on how you pay. After you’ve made your first payment and your coverage has been activated, you can have health care expenses during that coverage gap applied toward your deductible, or even get reimbursed for some services. in this case, the coverage gap would be the time between the requested effective date and the date you make your first payment.

I need to fill a prescription, but I don’t have my member ID card yet. what can i do?

Even if you have not received your bcbsil member ID card, you should have received a new welcome letter within days of completing your enrollment.

The pharmacy may use your member ID and group numbers from your welcome letter to verify your benefits. You will need to make your first premium payment before you can use your prescription drug benefits.

I applied to the health market, but I don’t know if my application was received and accepted. Did my coverage start on the effective date I requested?

We receive new applications from the market every day. If you applied through the marketplace, it will take a few days for it to be processed through the exchange before your application is sent to us. then, it takes us between 5 and 10 business days to process your registration in the bcbsil system.

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If you just recently applied, we recommend waiting to see if you receive your membership information soon. If you applied weeks ago and haven’t heard back from us, your application may have been delayed for some reason.

if you applied in the health market or with bcbsil online and have not received information from us, please call our customer service center at 1-800-538-8833 and we will look up the status of your application.

when will I get my member ID cards and how many will I get?

You should receive your member ID cards in the mail shortly after your application is approved. individual and family ppo members will not receive more than 2 member ID cards. Please note that all member ID cards will only have the subscriber’s name on them, but can be used by all dependents enrolled on the policy. individual and family hmo plans will get one card for each enrolled member.

You can print a temporary ID card and order additional cards through your Blue Member Access account. You will need your member ID number and group number to log in to blue member access. these numbers can be found in the new member welcome letter you will receive within days of enrollment.

I received my member ID cards in the mail, but they only have my name on them and not my spouse’s. can I get another ID card with your name on it?

Your member ID cards will only have the name of the primary subscriber, but can be used by all dependents (in this case, your spouse) enrolled on your policy.

When will I receive information about the benefit coverage and contract of the plan I selected?

Within days of your application being accepted, you will receive a welcome letter from bcbsil that includes your member ID number and group number. this information can be used by providers and pharmacies to verify your coverage until you get your member ID card. your ID card will be sent separately shortly thereafter.

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Your policy information is available through your member blue access account once your plan is in force.

I received a call from someone asking me questions about my new coverage. Does this person have bcbsil and why is he asking these questions?

Since you have new coverage with us, we want to make sure you understand your benefits and that we have the information we need to help you with your health care needs. we are calling:

  • explain how your plan works
  • answer any questions you may have
  • tell you about some of the services we offer to help you manage your care and coverage
  • We also check to make sure the information we have is correct, like the names of everyone on your plan, their address, and other details.

    the call usually takes between 15 and 20 minutes. If you are concerned that the caller is not from bcbsil, please ask the caller for a number you can use to call us back.

    when I try to sign up for blue member access, I get a message that it’s not available. when will you be available to register?

    You may have received this error message during registration for various reasons. Many times, the information you entered may not match the data in our system. Remember to have your group and member ID numbers handy when you register. both numbers can be found on your welcome letter and on your member ID card. register now.

    what communications are available in Spanish?

    members can receive explanation of benefits (eob) statements in spanish. If you would like to receive communications available in Spanish, you can log in to your member access blue account, go to the settings tab and choose preferences. You can also call the customer service number on your member ID card. customer service will record your preference.

    We also have the following tools available to accommodate our members’ Spanish language preference:

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    • Spanish website: Find health plans, get information on member services, and tips for using your health insurance.
    • Spanish Provider Locator — locate Spanish-speaking medical professionals in your area.
    • “ask sara”: Get answers to common health plan questions using the tool at the top of the website.
    • bcbsil app: Easily access your secure health plan information on your mobile device. The app will open in Spanish if the device language is set to Spanish.
    • latin facebook — follow us on facebook en español for content and posts in spanish.

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