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I’ve submitted a question through the secure message in Blue Access for Members (BAM). How long until I receive an answer?

You’ve sent a non-urgent question or request through the Message Center or filled out the form under the “Contact Us” section in your Blue Access for Members account. What happens next?

Once we receive your message within Blue Access for MembersSM (BAM), a customer advocate will make sure your question is addressed by all the right people. After you submit, you’ll get a response from our team within 2 business days to let you know that we are starting the research process, but it can take up to several weeks to get a complete answer. . Here’s why:

Our customer service teams are divided by specialty to make sure our members are handled by employees with the most training and resources available to them. If your BAM inquiry includes multiple concerns (billing, claims, membership, etc.), it can take longer than expected to get an answer. We try to answer all concerns at once so that our members are not waiting for loose ends to be tied up after getting only a portion of their request handled.

Urgent requests that should be addressed quickly are best resolved by calling customer service at the number on the back of your membership ID card. Things such as billing questions close to the payment due date, pharmacy refill requests, or health concerns are best handled by calling. Our staff is available 8 a.m.-8 p.m. CST to answer your questions. While we understand waiting on hold is never ideal, sometimes it is best to speak to a customer advocate directly rather than waiting for an email response that could take a week or two.

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