Explanation of benefits (EOB) redesign for commercial members

Blue Cross and Blue Shield of North Carolina (Blue Cross NC) has redesigned explanation of benefits (EOB) documents for our commercial members. This includes individual under 65 (on- and off-exchange), large group fully insured, large group ASO, and small group fully insured members. Medicare and Federal Employee Program members are not included in this update.

• The design is being updated to match our recent brand refresh and align with the new look and feel of the member portal (formerly called Blue Connect). Some layout changes were also made to increase readability and navigability, directly addressing member feedback. Key updates include:

  • Streamlined content with important information placed at the top of the page.
  • Removal of certain sections that were found to be confusing or duplicative.
  • Directing members to the member portal for real-time information (such as deductible accumulations).
  • Removal of the “Amount you saved” section, which members found confusing.

• These changes apply to both paper and digital EOBs. Members enrolled in paperless delivery will receive the same new design in PDF format.

• These changes will be effective for EOB documents produced on or after February 5.

While we are not proactively communicating this change to members, we expect the redesign will make the documents easier to understand without disrupting their experience.