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Frequently Asked Questions

Customer Service


Q: How do I get additional information about my plan or benefits? Top of Page

A: BCBSNC will provide a comprehensive Member Guide, which will be mailed to your home after you enroll. The Member Guide includes detailed information about your specific benefits and covered services.

You may also receive additional information about your plan by contacting Customer Service toll-free at 1-877-258-3334, Monday through Friday from 8:00 a.m. to 6:00 p.m.

Additionally, BCBSNC provides valuable information and services on this Web site. You can either surf the site for the information you need or log on to My Member Services to access and change your member information instantly. With My Member Services, you can accomplish the following:

  • Request up to two new ID cards
  • Update your policy's contact information
  • Review your claim status
  • Check eligibility for benefits for you and your family members included on your policy
  • Access a brief benefit summary that includes copayment amounts, coinsurance percentages, deductible amounts and how much of your deductible has been paid

Q: How and when can I contact my health plan? Top of Page

A: BCBSNC's Customer Service representatives are available to answer calls at 1-877-258-3334, Monday through Friday from 8:00 a.m. to 6:00 p.m.

With this same number, you also have the option of using the Customer Service voice response unit. This automated service helps you to order customer materials such as claim forms and ID cards or to change your address. The line can also service routine customer requests automatically during and after normal business hours. Members can utilize this service during the hours of 7:00 a.m. to 10:00 p.m., Monday through Saturday and 8:00 a.m. to 12:00 p.m. on Sunday.

For greater speed and convenience, visit My Member Services. This online service allows you to access and change your member information without having to call Customer Service. Through My Member Services, you can:

  • Request up to two new ID cards
  • Update your policy's contact information when your address, phone number or e-mail address changes
  • Review claim status
  • Check eligibility for benefits for you and your family members included on your policy
  • Access a brief benefit summary that includes copayment amounts, coinsurance percentages, deductible amounts and how much of your deductible has been paid

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

A: You can change your name or address in several ways:

  • Complete Sections A and B of an Enrollment and Change Application available through Customer Service or your employer
  • Contact Customer Service at 1-877-258-3334
  • Log on to our Web site at bcbsnc.com and access My Member Services (With My Member Services you can request up to two new ID cards or update your policy's contact information when your address, phone number or e-mail address changes.)

Q: What are your Customer Service hours? Top of Page

A: BCBSNC's Customer Service representatives are available to answer calls at 1-877-258-3334, Monday through Friday from 8:00 a.m. to 6:00 p.m. You may also utilize the voice response unit on the Customer Service line, or log on to My Member Services to complete a number of Customer Service transactions.

Q: How do I get a provider directory? Top of Page

A: For the most up-to-date provider information, access our online Provider Search. Here, providers are located by name, specialty, county or zip code. The Provider Search information is updated weekly.

You can also contact Customer Service at 1-877-258-3334 for assistance in locating a provider or to obtain a paper copy of a directory. Many employers stock directories in their Benefits Department.

Q: How do I get a list of preferred drugs (formulary information)? Top of Page

A: Your prescription drug benefit offers an open formulary, which means no drugs are considered non-formulary. If your prescription drug benefit is based on copayments, the formulary can help you determine your copayment for a specific drug. It also provides a list of possible therapeutic alternatives that may be available at a lower copayment. If your prescription drug benefit is based on coinsurance, the formulary can help you identify any low cost generic drugs that are available. For more formulary information, visit our Prescription Drug Search.

If you would like an updated copy of the formulary, free of charge, please call Customer Service at 1-877-258-3334. Don't forget, you should bring your copy of the formulary when you visit the doctor.

(In some cases, employer groups carve out the prescription drug benefit and contract with a vendor separately. Please refer to your Member Guide to confirm that your pharmacy benefits are offered through BCBSNC.)