Common health coverage questions answered

We’ve compiled a list of your most common questions and have provided additional options to get answers, access care, confirm coverage, print a temporary ID card, pay a bill, or view claims.

ID cards | Billing | Customer service | Enrollment | Access to care | Wellness

ID cards
I haven’t received my member ID card but need to get one.
If you haven’t received your member ID card in the mail, there are a few ways to obtain a temporary card:

  • Print a temporary card by visiting our member portal at ibxpress.com
  • Download the IBX app to your smartphone, iPad or Android tablet and log in to view an ID card image.

I don’t have my member ID card but need to fill a prescription.
You can still get prescription drugs that have been prescribed by your doctor even if you have not received your member ID card. Participating pharmacists can confirm coverage through their systems, or you can ask the pharmacist to call the pharmacy plan at 1-888-678-7012 and have them look up the information using member name and date of birth.

My member ID card arrived saying a “Valid PCP Required.” What do I do to change that?
Members enrolled in one of our HMO plans must select a primary care physician. If you receive a card that doesn’t indicate your PCP selection, or says “Valid PCP Required,” please log into ibxpress.com, send your information to www.ibxpress.com/pickmypcp, or call our Customer Service Center at 1-800-ASK-BLUE, to confirm or make your selection. View a list of our network of doctors. You will receive a new member identification card to reflect your PCP choice.

Billing
I need to pay my premium but I’m not sure how or when it’s due.
Call 1-855-429-3808 from 8 a.m. to 6 p.m. Monday through Friday to speak to an IBX representative who can verify your payment amount and due date. You can also authorize one of our representatives to process a one-time electronic payment from your bank account.
If you would like to make a payment in person, visit our retail center at 1900 Market Street (near the corner of 20th & Market Streets), Philadelphia, PA 19103 to make your payment 8 a.m. to 5 p.m. Monday through Friday. You may pay by cash, check, or money order.

I would like to set up online bill payment through my bank.
Setting up IBC as a biller in your bank’s online bill payment service can be a little tricky. Here are some tips to make sure your payments are processed in a timely fashion.

  • If you previously had Independence Blue Cross, QCC Insurance Company, or Keystone Health Plan East set-up as a biller, delete this payee entirely and add a new payee with the information that corresponds with your plan:

    Keystone Health Plan East (HMO)
    P. O. Box 11855
    Newark, NJ 07101-0019
    or
    Independence Blue Cross (Personal Choice PPO)
    P.O. Box 11860
    Newark, NJ 07101-0019

  • When setting up the new payee, you will need to enter your billing account number listed on your invoice. Please do not use the member ID number that appears on your ID card.

Customer service
I want to get help online.
Register for our member website, ibxpress.com. You can print temporary member ID cards, view and pay bills, review claims, and much more. To register for ibxpress.com, you will need your member ID number which can be found on your member ID card, on your invoice (for individual direct pay members), or by calling our Customer Service Team at 1-800-ASK-BLUE.

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If you were previously a member of an individual plan, and registered for ibxpress.com prior to January 1, 2014, you will need to set up a new account using your new ID number and a new user name.

I have questions and would like to talk with someone in Customer Service about my coverage.
Our Customer Service Center is open Monday – Friday, 8 a.m. – 6 p.m., EST. We know your time is valuable and we’re sorry for any inconvenience you may experience due to high call volume. You can reach Customer Service at 1-800-ASK-BLUE.

Enrollment
I enrolled online but am not sure how to confirm my coverage and eligibility.
If you haven’t received any information from Independence Blue Cross in the mail, and need to confirm your enrollment, please contact our Customer Service Center at 1-800-ASK-BLUE and a representative will be glad to assist you. Our Customer Service Center is open Monday – Friday, 8 a.m. – 6 p.m., EST.

I haven’t enrolled in a plan yet but am interested in getting health coverage.
Are you looking to purchase individual or family health insurance? You have until March 31, 2014 to select and enroll in a plan under the new Affordable Care Act. For information on our products please visit our site at ibx4you.com or call our sales center at 1-888-475-6206 to talk with a representative who can help you.

Access to care
I have already received prior-authorization for a prescription, but my pharmacist can’t find it in my records.
If you’re a member having trouble filling a prescription because the drug requires prior authorization, there are several options available:

  • Ask the pharmacist to call the pharmacy benefits team at 1-888-678-7012 to verify your existing prior authorization.
  • You can also call the pharmacy benefits team at 1-888-678-7012 to verify your prior authorization.
  • Ask your doctor to fax a new prior authorization form to IBC 1-888-671-5285.

Please note, under IBC’s standard pharmacy policy, you can generally receive a 96-hour supply of the prescription right away. When the new prior authorization is updated, the pharmacy can fill the remainder of the prescription.

I’m in an HMO plan and want to select (or change) my Primary Care Physician (PCP).
Members enrolled in one of our HMO plans must select a primary care physician. You can find a list of our full network of doctors on ibx.com and ibxpress.com. There are a few ways to select or change your PCP:

  • Send your information to www.ibxpress.com/pickmypcp, a newly established service to expedite PCP selection requests.
  • Log into ibxpress.com
  • Call our Customer Service Center at 1-800-ASK-BLUE.

You will receive a new member identification card to reflect your PCP choice.

I went to Walgreens or Rite Aid and they wouldn’t accept my insurance. Can I fill my prescription anywhere?
Some of our medical plans have a “Preferred Pharmacy Network” benefit which means you have access to a smaller pharmacy network with a lower monthly plan cost. But even if you are enrolled in a plan using the Preferred Pharmacy Network, you still have access to more than 50,000 pharmacies, including CVS, Walmart, and Target, along with many local pharmacies.

If you have employer sponsored coverage and have one of these plans, you have a Preferred Pharmacy Network:

  • HMO Bronze
  • DPOS Bronze
  • PPO Bronze HSA Premier
  • PPO Bronze HSA
  • PPO Bronze HRA Premier
  • PPO Bronze HRA
  • HMO Gold Proactive
  • HMO Silver Proactive

If you are in one of these individual plans, you have a Preferred Pharmacy Network:

  • Personal Choice PPO Bronze
  • Keystone HMO Bronze
  • Personal Choice PPO Bronze Reserve
  • Keystone HMO Gold Proactive
  • Keystone HMO Silver Proactive
  • Personal Choice Catastrophic

If you need help finding an in-network pharmacy nearby, login to ibxpress.com and click on the Go to Rx icon on the upper right side of the screen. Then click the Find a Pharmacy tab at the top of the page and follow the instructions.

Watch this short video for tips on how to save money on your prescription drugs, plus an overview of important plan features such as mail order service and preferred networks.

Wellness
Are the Healthy LifestylesSM programs and reimbursements still available?
Yes, we’re committed to helping you take steps to improve or maintain your health, and our Healthy Lifestyles Solutions programs are an important part of that commitment. Members are still eligible for reimbursements for certain healthy lifestyle changes they make. We offer up to $150 reimbursements for fitness center fees, weight management programs, and tobacco cessation programs.

This entry was posted in Health Care Law & You by IBX Insights Team. Bookmark the permalink.
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About IBX Insights Team

Health care delivery is in the midst of reform and rejuvenation — an exciting prospect, but one that can also cause confusion and questions. With IBX Insights we want to be your first line of member-focused information, helping you understand the new health care model, how it affects your quality and cost of care, and the opportunities available through IBX to improve your health. Join the conversation with IBX associates who work every day to make health care more accessible and transparent for you.

125 thoughts on “Common health coverage questions answered

  1. Hi, I enrolled in a plan on 1/10/14 and want to pay my premium before 1/15. Can I get my member ID number and pay online today? Many Thanks!

  2. Can you supply me with how to get PDF forms for healthy lifestyles for documenting work out sessions @ my local gym for reimbursment ?
    I cannot seem to find the forms online from Global Fit.

    Bill H.

  3. Hello, the Customer Service Tab is not active in my account and I have experienced several 1.5+hr call waits/dropped calls with no callbacks (though it’s the first thing I request when finally reaching someone)….and still pending a response/promised callback on why a 2013 claim was denied.
    I also had an employer coverage termination last month (though I still have access to the account until Feb); however I understood that in selecting an Ibx plan under the ACA, I would continue to access my plan under the same account….is it possible to avoid re-registering/ re-populating my lengthy PHR, or somehow link my existing record for continuity if I have to reregister, as I’m keeping the same physicians?
    Finally, I’d like to pay my first premium but my bill does not reflect the tax credit I was told by the Marketplace I’d received (I elected it to be deducted monthly, rather than claiming it as a tax refund). Thank you in advance for your response,

  4. Hi, I also have been unsuccessful almost a dozen times to contact anyone,
    I am currently on hold. Emails have also been unsuccessful.
    My problem : I have 2 member Id cards, the numbers are the same, the alphas are different . one I have paid for one I have not. However ibxpress shows the plan I am not paying for . So I can’t get my PCP on to the I’d card I am paying for.
    Thank you for your help

  5. Hi there – We’d like to look into this for you. Can you send me your contact information using our secure form http://www.ibx.com/askibx & a representative from the Ask IBX Team will contact you directly. Thank you. Sincerely, Ask IBX Team Member, Shawnee B.

  6. I was enrolled in ibc in December 2013 thru my company as of today I still don’t have any cards, prescriptions, etc, all I keep he reign for the hr dept, and the broker is it is blue cross’s screw up in the meantime I can’t go to doctor, nor can I get prescriptions filled , 3 of which are needed every month. I also am paying my premium every paycheck it appears you have no problem taking the money why can’t I have the insurance I am paying for

  7. I have not been able to sign on the my Blue Cross site. What is going on, Medicare does not see my supplement, husband pays our B/C bill on line, have received a paper bill but need to access my account to see the bill and pay it electronically.

  8. I need register with your site to print out temporary cards…but it requires my member ID number…which you recommend I find by looking at my member card…Catch 22…please assisst…thank you.

  9. I want to register for ibxpress.com.
    but it is telling me ID number already registered, but when i go to that screen; error message “does not have ID registered”. could you please help me thru this, also i do not know my user ID and or Password, because it never registered into the site.

    Warm regards,
    susan

  10. I have tried, and tried and tried, called and called and called and I can NOT get past the login screen. I received a “confirmation ” email for me to enter in the code, but you have to be able to LOGIN to enter the code. I have been trying this since January 1st. I am upset and in disbelief that it would take this long by a Blue Cross website.

    • Hi Lexie – Sorry to hear of your issues. We received the info you sent over. A team member will contact you directly. Sincerely, Josh S.

  11. hello
    i have been calling since dec 1 2013 in regards to my ID card. I keep getting mailed the incorrect one. a 5th one is being sent but i need a temporary card TODAY! I have tried for 3 days to print one online with no success.
    I have a very important appt next week and need bloodwork done tomorrow AM.
    I have tried everything possibel to obtain the right ID and also a temporary ID. Your website will NOT let me even log in to print one!
    PLEASE HELP!!!!!

    • Hi Stephanie – You can still access care with your member ID number or the doctor can look your up by your name and date of birth. You can also trying viewing your card from the IBX mobile app on iOS and Android. If you still need a temporary card, please send your info to http://www.ibx.com/askibx and we’ll have one emailed to you. Sincerely, Josh S.

  12. I am standing on hold on the phone waiting for “customer service” to answer, frustrated by annoying recording and music. I don’t believe you have anyone manning the phone at all.
    I have several questions:
    1. I succeeded registering myself. However, I tried to register my wife and your system keeps responding with an ERROR message when I try to log in. Please fix that!
    2. How and when do I pay the premium each month? I would like to have a monthly deduction from my bank account like before, but have no idea how to set it up with you.
    3. How do I get a copy of my plan’s benefits? Your website does not provide that.
    4. I am enrolled in Healthy Lifestyles. I would like to report my visits to the gym and receive my reimbursement check. However, I received a notice that I could not send it to the same address as before? What should I do?
    Do you think you can contact me directly through my email address, or like with the phone, I am just wasting my time writing this message?

  13. I have an appointment scheduled for thurs. July 3rd, at Penn Med urgent care. Does are insurance cover this visit, and what would co pay be.

  14. I have any appointment on thurs, july 3rd at Penn Med urgent care. Is this covered by my insurance and do I have a co pay.

  15. Hi Blue Cross Independent.
    I want to pay a year in advance for my grandchild. I live in Australia. We have been told that the credit card has to have a US billing address. Can I send an Australian bank cheque in USD? If so where?
    I can also do a transfer from my Australian bank.
    However we can’t seem to get the information we need on how to do this.
    Kind regards
    Shelley

  16. I have HMO silver proactive plan. I donlt have a separate vision plan. If I need an eye exam because I am having blurry vision, is that covered? Do I need a referral?

  17. Hello Just need to know if I’m out off work more than 3 to 4 weeks for surgery for disability do I get pay.

  18. I’ve enrolled for coverage through healthcare.gov and would like to pay my premiums from now through the end of the year but need my Member ID to do so. My insurance broker indicated I would be able to make my payment today and healthcare.gov appears to indicate this as well, can you please assist me in getting my Member ID so I can make my payments to get my insurance started as soon as possible?
    Thank you,
    Samantha

  19. I just got my new Personal choice ID card and it has a new plan code I did not have on my previous card, it is PREV, what does that stand for?

    • Hi Michael – I’m not quite sure I understand your question. If you’re looking for a plan, please check out http://www.ibx4you.com/ or call us at 1-888-475-6206. We’d be happy to answer any questions. Sincerely, Josh S.

  20. When I try to log in to ibxespress, it tells me I need to register first (I have.) If I try to re-register, it tells me I’ve already registered. I need to access my account and I need to pay my premium. Can anyone help? Thanks!

  21. My son is completing a health insurance waiver for graduate school. They requested the Lifetime maximum and Group Number? How do I locate these?
    Thank you,

    • Hi Karen – You should be able to locate this information on http://www.ibxpress.com. Group number can be found on the home screen after you login. Your lifetime maximum can be marked as none or unlimited, as IBX eliminated limits on plans starting in 2010. Sincerely, Josh S.

  22. when your phone service answers because you don’t want to answer your members questions at 5pm, tell them when to call back!

  23. I tried to call for assistance and was on hold for 1 1/2 hours. I then came online, signed in and sent an email through the site regarding a claim. What is the time frame to receive a response?

  24. I’ve been trying for several weeks now to log onto the ibxpress site to access my account and pay my premiums. I get a welcome splash page and then an error page saying Error 404: SRVE0190E: File not found: {0}. I inquired a while ago about this, and was told someone was looking into it, but nothing has changed. Can anyone help? Thanks!

  25. i have beem trying to get on your web site n caint for some reason they are saying that the number that i gave them is not registered and i have a question id like to ask what would my insurance cover if this was meadicaly nessary

  26. I think it is crazy to have to wait on the phone for over 17 minutes to talk to a representative. Ten minutes into the call a rep comes and ask a few questions and put me back on hold to listen to this awful music. My time is also important. Needless to say, my issue was never resolved.

  27. I have this same exact problem:

    Lexie Condit on January 16, 2014 at 1:45 pm said:

    I have tried, and tried and tried, called and called and called and I can NOT get past the login screen. I received a “confirmation ” email for me to enter in the code, but you have to be able to LOGIN to enter the code. I have been trying this since January 1st. I am upset and in disbelief that it would take this long by a Blue Cross website.

  28. I need to delay the automatic with drawl on a client checking account account. Her policy start date is one month later than what was entered. Where do I go. Please provide the web address.

    Thanks,

    Scott Fay

  29. I am a new member and tried to pay my premium before coverage started on August 1, 2014. No one reported to me when the payment didn’t go through. A digit was misunderstood in my routing number but no one informed me of this. Instead, while I waited for my premium to post to my bank account, I called customer service and that’s when I found out that there was a problem with my original payment. I sent my check in with the FULL premium amount and it posted to my bank account on August 11th, 2014. I received an invoice today stating that I now owe DOUBLE the premium amount on my next bill. I can send you a screen shot of the posted premium amount on my bank account from your company. I can understand a late fee if I send in a payment late (which in this case, I’m not so sympathetic, seeing as not one person informed me that the payment didn’t process when I originally tried to pay), but double the premium amount?? If it was an error, then my apologies, but this is the third issue I have had since joining this plan and I haven’t even had this plan for a month.

  30. It’s taken me two months to be able to access my account at ibxpress.com. I needed the access to be able to pay my monthly premium. Now that I can finally access my data, I find that when I hit the “Pay” or “View Bill” button, I am directed to a page that says “You are not authorized to access the requested content.” Dealing with the ibx website has been incredibly frustrating. I am asking for help yet again. This is very time consuming. Can anyone be of assistance? Thanks.

  31. My job is getting ready to offer me health insurance. Is there a way I can look up what kind of coverage/benefit information they have online with the BIN # or PCN #?

  32. I am impressed that IBX has publicly posted these customer concerns. It gives me hope that the company really does want to help its customers solve their problems. So, I’ll try the regular channels once again before posting my problem here.

  33. I have been on hold for over an hour twice, and not been able to speak to anyone. I have submitted the contact us form several times with no response either. All I need is a certificate of prior coverage. Can someone please reach out to me?

  34. I have been trying to access my account after numerous attempts over the past couple of weeks. I have sent the requested emails with an automated reply received each time but with no resolution to my issue of unable to access my account. I can get on the site but it says something has changed since I last accessed my account (yes, I did get married) but I called and did all the changes needed but still can’t get on to view my account. The MD’s offices can add items to my chart and my BC yet I am a nurse and can’t get on to view any of this. I NEED a resolution please….

  35. To Whom It May Concern,

    I have been trying to change the coverage effective date for my daughter’s health insurance since July 2014. She was born on June 10, 2014 and I immediately went out seeking coverage for her soon after she was born. When she was born, she was automatically covered under my insurance plan for 30 days. I need the coverage effective date to be 7/1/14. I have worked with both IBX Representatives and the Health Insurance Marketplace. Everyone keeps sending me back to the other agency. I received a voicemail from Stephen Copolac that everything had been taken care of and I have tried to reach out to him several times to discuss my issue and get things taken care of. I have not heard back from him after many calls and voicemails. Also, my account is paid to date and I keep getting threatening letters in the mail saying that if I don’t pay, her coverage will be discontinued. I just called Independence Blue Cross and was on hold for 15 minutes before I got hung up on. I am very dissatisifed with the customer service and lack of communication from your company.

    Please help.

  36. I registered for an account on IBX but after logging and upon authentication the system messaged “cannot verify your information”. I was copying everything from my cards??

  37. I was overseas (Australia) early this year and required hospitalization right from a doctor visit/ER exam. Due to the time difference (a day ahead plus 10 hours versus Phila time) and running into a weekend, my family was unable to alert BC/BS of the event “timely.” There is no phone coverage for this over the weekends apparently. Family held and held for a couple hours. Consequently, claims for reimbursement denied due to not making notification timely (more than 48 hrs). BC/BS had that explained and said it would be reviewed. Still zilch from BC/BS on anything. My family stepped up and layed out several thousand $$ for this and I’d like to get something back for them. Can I get someone to look at this once again?

  38. Hi there,
    Could you please correct my report to obtain $200 reimbursment on my 2014 medical premium. I have received an e-mail from Terri Safford at Drexel University Human Resources, that the recent report received from IBC confirmed the criteria was not met. Therefore, the wellness credit was not processed. There are specific codes that IBC receives on the claims form submitted by the physician’s office that will trigger when you have met the criteria to receive the Wellness Credit. Reimbursement may take up to 90 days from the date when the lab submits the claim for your blood-work.

  39. I recently lost my Independance Blue Cross East member ID card and would like to know the best way of receiving a new one. I appreciate your fast response to this question!
    Thank you!

  40. I was recently injured while travelling. The injury was on the 15th. At home, I also received a certificate of group health plan insurance (dated the 15th) saying that my coverage ended on the 1st. My pay stubs show that medical was deducted from my paychecks through the end of the month following the injury. Shouldn’t I still have coverage? Can I turn in my insurance information to the hospital and ambulance for the bill?

  41. I need copies of my premiums payment receipts for the entire year of 2014 for reimbursement purposes. How do I go about requesting a print out of those payments.

  42. I need contact information to a manager/supervisor in the claims department. I have called 3 times and requested to speak to a supervisor and all 3 times the representatives refused to connect me to a supervisor.

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