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Frequently Asked Questions

Billing & Payments

Group (Employer Provided) Plans

Group (employer provided) policy holders should contact your employer regarding premium billing and payment policies for your policy.

Blue Medicare SupplementSM

Individual and Family Health or Dental Plans


Blue Medicare SupplementSM


Q:  Can I pay my bill online or by phone? Top of Page

A: Blue Cross NC cannot currently accept payment by phone for Blue Medicare Supplement, Blue Medicare Advantage or Blue Medicare Rx policies. However, we are able to accept payment online for all three types of policies. The payment is made by way of a bank draft after the Member enters their bank routing and account numbers.

Q:  What is EasyPayBlue? Top of Page

A:EasyPayBlue is a service available to Blue Medicare Supplement plans that allows you to have your insurance premium payment automatically drafted from your bank account each month. To enroll, log into Blue Connect and complete and return the EasyPayBlue form.

Q:  Can I make a partial premium payment? Top of Page

A:If you mail in a partial payment there is no guarantee that your claims will be paid or your policy will remain active if the full amount is not received by the payment due date.

Q:  Can I reinstate my policy online? Top of Page

A:Yes. You can reinstate your policy online within 30 days of the date on the termination letter you received.  If you do not reinstate your policy within this 30 day window, you will need to reapply for coverage.

Q:  How do I reinstate my policy online? Top of Page

A:Log in to Blue Connect and click on the Manage Billing and Payments link. Click the Reinstate Policy button. Enter your payment and billing information, then click the Make a Payment button. Your payment should post in 24-48 hours, after which your policy will be reinstated.

Q:  Can I make my premium payment with a business check? Top of Page

A: No. Business checks are not accepted for individual premium payments.

Q:  Can I make my premium payment with a money order? Top of Page

A: Yes. You can submit a money order payment by mail. Please include your subscriber ID number on the money order to ensure your payment is properly credited to your account.

Q:  Can I pay my premium bill using my bank's bill pay option or PC Banking? Top of Page

A: Yes, we accept payments made through your bank's online bill pay service or other third party bill pay vendor. Please be sure to include the correct Blue Cross NC subscriber ID number when signing up for the service to ensure your payment is properly credited to your account.

Q:  Why did I receive a late notice after I mailed in my payment? Top of Page

A: Invoices are generated between the 5th and 10th of each month. It takes approximately 7-10 business days before you will receive your invoice. The invoice was mailed before we received your payment.

Q:  What if I have additional billing questions? Top of Page

A: By logging into Blue Connect you can find additional helpful information including frequently asked questions under "About my plan" and contact information for customer service. You can also download the helpful brochure Understanding Your Explanation of Benefits that defines many insurance billing terms and helps you understand what you will owe following a doctor visit.

Individual and Family Health or Dental Plans


Q:  What if I need help understanding my invoice? Top of Page

A:Blue Cross NC has created an easy guide for definitions to all our most common billing terms. See Understanding Your Invoice

Q:  What are my options for paying my premium bill? Top of Page

A:Blue Cross NC offers several convenient methods for paying your premium. In all cases, premium payments must be posted by 6 p.m. Eastern Standard or Daylight Savings Time:

Online - The subscriber can establish electronic transfers from a bank account to pay your premium online. Go to your Account Summary in Billing & Payments.

  • Make a one-time payment
  • Set up automatic recurring payments. When you set up AutoPay, you will no longer receive invoices via paper mail. E-mailed invoices are available.

Check - Include a check with your monthly invoice and mail it to Blue Cross NC at the address on the invoice.

Credit card - Credit card payments may be made online. Go to your Account Summary in Billing & Payments to make a one-time payment.

Phone - Call 1-800-333-7009 to make a one-time payment with a credit card or bank draft. (Currently, Medicare and Senior Dental members are not able to pay by credit card.)

Q:  When are automatic premium payments processed? Top of Page

A: Starting in October 2017, automatic payments are processed on the due date of the 1st of the month. Bills for those enrolled in AutoPay are shown in Blue Connect 5 days before they are due. If you chose bank draft as your method of payment, the money may not actually show as paid from your bank account until the 3rd due to banking processes, but you will see it as paid in Blue Connect.

Q:  When do I get my premium bill? Top of Page

A: For members not enrolled in automatic payments, bills are sent on or around 19 days before the due date.

Starting in late September 2017 (preceding the October billing date), bills for those enrolled in AutoPay (credit card or bank draft) are shown in Blue Connect 5 days before they are due, and members opted into email notifications will receive an email on or around that day.

Q:  Do I have a grace period when paying my bill past the due date? Top of Page

A: A grace period is a specific amount of time allowed after a due date to make your payment so that services can continue (in this case, your policy is not canceled immediately after a missed payment).

All Blue Cross NC individual plan members have a grace period, which starts from the due date on your invoice but can vary depending on your plan. You should make a payment by 6 p.m. Eastern Standard or Daylight Savings Time on the 1st of the month, but if you can’t, you have time before your plan is canceled.

  • The standard grace period is 25 days.
  • Health Insurance Marketplace members (you bought your plan using the ACA exchange) without a tax credit have a 25-day grace period.
  • Health Insurance Marketplace members with a tax credit have a 3-month grace period.

Risks of late payments:

  • It is still possible during this time for your claims to be denied.
  • If you don’t get caught up on payments, your policy will be canceled.

Q:  Can I use my credit card to make a payment? Top of Page

A: Yes. We accept credit cards with MasterCard, Visa or Discover logos.

Q:  Can I pay my bill online? Top of Page

A: Yes. You can pay your premium online using a credit card or electronic transfers from a bank account (you'll need to log in to Blue Connect or register for Blue Connect first). Go to Blue Connect Billing & Payments.

You can:

  • Make a one-time payment
  • Set up automatic recurring payments: When you establish recurring payments you will no longer receive invoices by postal mail. Emailed bill notifications are available to let you know when you have a new bill online.

Q:   If I am paying with a credit card, when am I charged for payment? Top of Page

A: See the different credit card payment options below for the answer:

  1. For a one-time premium payment: Your credit card payment will be charged when you make that payment.
  2. For automatic recurring (monthly) credit card payments: If you don't have a balance due when you sign up for recurring payments, your credit card will be automatically charged on the 1st day of each month (or the next business day if the 1st falls on a weekend or holiday).
  3. When signing up for recurring credit card payment: If you have a balance due, your credit card will be charged for that amount when you make that payment. All payments after that will be automatically charged on or around the 1st day of each month.

Q:   If I am making bank draft payments, when am I charged for payment? Top of Page

A: See the different bank draft payment options below for the answer:

  1. For a one-time premium payment: Your payment will be withdrawn from your bank account usually within 48 hours of submitting the payment.
  2. For automatic recurring bank draft payments: If you don't have a balance due when you sign up for recurring payments, your payment will be withdrawn from your bank account on the 3rd day of each month (or the next business day if the 3rd falls on a weekend or holiday).
  3. When signing up for recurring bank draft payments: If you have a balance due, the amount of your balance will be withdrawn from your bank account usually within 48 hours of payment. All payments after that will be drafted on the 3rd day of each month (or the next business day if the 3rd falls on a weekend or holiday).

Q:  Is there a fee to pay my bills online? Top of Page

A: No. Blue Cross NC provides this service at no cost to registered Blue Connect members enrolled in individual and family plans. Although Blue Cross NC does not charge for this service, some banks may charge a fee for automatic bank drafts. Check with your bank for more information.

Q:  Will I receive a confirmation when my payment is processed online? Top of Page

A: Yes. Once you make an online one-time payment, you’ll see a confirmation screen you can print.

Q:  If I choose to pay my premium online, will I still receive a paper bill? Top of Page

A: If you make a one-time payment online, you can still receive a paper bill. You also have the option of going “paperless” and receiving email notification when your invoice is available online. If you sign up for automatic recurring (monthly) payments, you are automatically enrolled in email bill notifications and you will no longer receive bills by postal mail.

Starting October 2017, AutoPay billing notifications are sent 5 days prior to the due date of the 1st of the month.

Q:  Why am I no longer receiving a paper bill? Top of Page

A: If you set up automatic recurring (monthly) bank draft or credit card payments in Blue Connect Billing & Payments, you will no longer receive a paper bill by postal mail. You can view your bill online and have the option to print a copy of your invoice and a summary of your account activity. You can also select to receive email notifications when your invoice is ready for viewing.

Starting October 2017, AutoPay billing notifications are sent 5 days prior to the due date of the 1st of the month.

If you opted in to email notifications (Paperless billing) in Blue Connect, you also will no longer receive a paper bill.

Q:  Can I set up automatic bank draft or credit card payment of my bill?  Top of Page

A:Yes.

Bank Draft: You can set up automatic recurring payments with a bank draft by entering your bank account information in the Billing and Payments area of Blue Connect, our secure member site.

Credit Card: You can set up automatic recurring payments by credit card by entering your credit card information in the Billing & Payments area of Blue Connect, our secure member site. We accept credit cards with MasterCard, Visa or Discover logos.

For either bank draft or credit card, simply log in to Blue Connect, go to Billing and Payments and set up AutoPay.

Q:  How do I cancel automatic monthly payments?Top of Page

A:To stop AutoPay, log in to Blue Connect and go to Billing & Payments. You can edit your billing preferences from there, except on the 1st or 2nd of the month, while payments are processing. Once canceled, the change to your account profile will take effect for the next payment. Remember, if you cancel AutoPay, you will need to make monthly one-time payments. And be aware, if you have a bill due when you cancel AutoPay, you will not receive a second bill as a reminder.

Q:  Can I make a partial payment?Top of Page

A:No. Blue Cross NC is currently unable to accept partial premium payments. Online, you may pay just your past amount due with a one-time payment, but you will still owe the current amount due. If you mail in a partial payment, there is no guarantee that your claims will be paid or your policy will remain active if the full payment amount is not received by the payment due date.

Q:  Will my monthly payment amount change? If so, when and why?Top of Page

A: Premiums are adjusted annually on January 1. Your monthly premium will not change during the year unless you make changes to your policy, such as switching plans, adding or removing eligible dependents or buying additional coverage. Any changes you make to your policy will be reflected in the next billing period.

Q:  When will I be notified of a change to my premium?Top of Page

A:You’ll be notified 30 days in advance of January 1. Most premium rates are adjusted annually on January 1, but please refer to your plan documentation for further information.

You won’t receive an official notice of a change in your premium if you make changes to your policy during the year outside of renewal (open enrollment period), such as adding and removing dependents. You’re notified only when Blue Cross NC is making a change.

Q:  If I choose the recurring payment method, what amount will be drafted from or charged to my account each month?Top of Page

A:The monthly premium rate for each policy will be processed on the 1st day of each month or the next business day following. If you set up bank draft, due to differences in banking processes, payments may not actually be drafted from your account until the 3rd of the month.

Q:  Why would my recurring payment amount change?Top of Page

A:Changes to your coverage, such as the birth of a child or getting married or divorced, can cause your rate to change (since you would be adding or removing a person from your coverage).

Note:

Your premium may change as of January 1, but we don’t change your payment method at renewal. However, you should always verify that your automatic payments are correct at the beginning of the year (or when your plan renews). Most premium rates are adjusted annually on January 1, but please refer to your plan documentation for further information.

Q:  Can I select the day my recurring payment amount will be withdrawn from my bank account?Top of Page

A: No. Automatic recurring payments are made on the 5th day of each month (or the next business day).

Q:  How can I change the email address where my billing notifications are being sent?Top of Page

A:You may change your email address by selecting Edit Billing Preferences on the Account Summary page for Billing & Payments in Blue Connect.

Note: You can’t make any changes to billing on the 1st or 2nd day of the month, because your draft date is approaching.

Q:  How do I change my billing address?Top of Page

A: You may change your billing address online. When you log in to Blue Connect, click on the Billing & Payments icon on your Blue Connect home page. Select Edit Billing Preferences. Any change you make will be processed within 48 hours.

Q:  I am not receiving my billing notifications at the email address I provided. Why? (spam filter / safe list information) Top of Page

A: If you are enrolled in AutoPay, starting in October, billing notifications are sent 5 days prior to the due date of the 1st of the month. If you don’t receive your bill notification and it is within this period, or you are not enrolled in AutoPay and it is on or after the 20th of the month, try the following:

First, login to Blue Connect, go to Billing & Payments, and check your email address in your Billing Preferences (or Profile) to make sure your email was entered correctly. If it looks right, and you’re receiving other email at that address, it may be your email provider’s filter settings. Certain Blue Cross NC email that is automatically generated by bcbsnc.com, may be filtered out by some email providers as "spam". This means that email from bcbsnc.com is being redirected to a "spam" folder rather than your inbox. Most email providers provide a way for you to specify a "safe list" or a “spam filter list” that tells your email provider to allow email sent from a specific address or domain (i.e., all emails from bcbsnc.com). If you are experiencing this problem, please check with your e-mail provider about how to add bcbsnc.com to your "safe list". If you cannot specify all email addresses from bcbsnc.com, the following email addresses should be added to your safe list in regards to receiving billing information:

no-reply-invoicenotification@bcbsnc.com

no-reply-billpaidnotification@bcbsnc.com

no-reply-paymethodchangenotification@bcbsnc.com

no-reply-emailbilloptionnotification@bcbsnc.com

Q:  Can I view and print my bills and account payment history online?Top of Page

A: Yes. Log in to Blue Connect and go to Billing & Payments to view your account payment history and print your bills. You can see the last two months’ full invoices as well as a summary of your entire billing history.

Q:  What happens if I do not have enough funds in my bank account at the time my premium amount is drafted?Top of Page

A:We will attempt to draft your account a second time for recurring and one-time payments, one to several days later depending on business hours, if the first attempt is unsuccessful.

If you are on recurring payments, your account will be removed from automatic payments and changed to bills by postal mail. We will send you notification that your bank draft was unsuccessful. Blue Cross NC does not charge a fee for automatic payments, but your bank may charge a fee if there are insufficient funds to cover the payment. You will not be able to make changes to automatic payments (or any edits to Billing & Payments) on the 1st or 2nd day of the month.

You can update automatic payments after the 2nd even if your first payment was unsuccessful. The updated information will be applied only to future payments. However, if the second attempt is unsuccessful, you will be removed from automatic payments and put back on postal mail bills.

Q:  What happens if my recurring credit card is declined for a payment attempt?Top of Page

A: Your account will be removed from automatic recurring payments and changed to billing by postal mail. You will receive an email or letter notifying you of the declined payment.

Q:  Where can I find the Email Notification (Paperless Billing) Agreement?Top of Page

A:You can find the Email Notification (Paperless Billing) Agreement, also known as the Electronic Premium Notice Authorization, on our website

Q:  Where can I find the Payment Terms and Conditions?Top of Page

A:You can find the Payment Terms and Conditions, also known as the Authorization for Bank Draft and/or Credit/Debit Card Charge, on our website.

Q:  Can I pay for multiple policies in one online transaction? Top of Page

A:We don’t currently offer that option. You’ll need to make a separate payment for each policy to ensure your payments are accurately posted.

Q:  Can I reinstate my policy online? Top of Page

A:If you purchased a plan from the Health Insurance Marketplace, you can't reinstate your plan. You'll have to reapply.

If you purchased your plan directly from Blue Cross NC, you can reinstate your policy online within 30 days of the date on the termination letter you received. Following the 30 days, you can call, secure email (through Blue Connect Inbox) or live chat Customer Service to resinstate your plan.

Q:  Can I make my premium payment with a business check? Top of Page

A: No. Business checks are not accepted for individual premium payments.

Q:  I made a payment online but entered the wrong amount or changed my mind. Can I stop the payment? Top of Page

A: No. Unfortunately, all payments are processed immediately and we are unable to stop the transfer of funds.

Q:  Can I make a payment online with a money order? Top of Page

A: No. We can’t accept money orders online. However, you can submit a money order payment by mail. Please include your account number on the money order to ensure that it’s credited to your account.

Q:  Can I pay my premium bill using my bank's bill pay option or PC Banking? Top of Page

A: Yes. We accept payments made through your bank's online bill pay service or other third party bill pay vendor. Please be sure to include the correct Blue Cross NC account number when signing up for the service to ensure your payment is properly credited to your account.

Q: Can I pay using a savings account?Top of Page

A: Yes. However, there are some banks that do not allow drafts from certain types of savings accounts. Please contact your bank if you are unsure whether or not your bank allows your savings account to be drafted.

Q:  Can I make my premium payment by phone? Top of Page

A: Yes. You can call 1-800-333-7009 to pay by phone. We are currently not able to accept credit card payments by phone for Medicare and Senior Dental members.

Q:  Will credit balances on inactive accounts (policies where coverage has ended) be refunded?Top of Page

A:For inactive accounts, Blue Cross NC will automatically issue refunds for balances over $1.00. For balances under $1.00, you may contact Customer Service to request a refund.

Q:  What if I have additional billing questions?  Top of Page

A:By logging in to Blue Connect, you can find additional helpful information (including Frequently Asked Questions under "Plan Details") specific to your plan, plus contact information for Customer Service via secure email. You can also download the following guides:

  • Understanding What You Owe (brochure) - defines many insurance billing terms and helps you understand what you will owe following a doctor visit.
  • Understanding Your Invoice (web page and PDF) - an additional set of resources that helps you navigate your paper (or digital) invoice.