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I sent a question using the secure message feature in Blue Access for Members. How long will it take to get an answer?

Once we receive your message within Blue Access for MembersSM, a customer advocate will make sure your question is addressed by all the right people. You’ll get a response from our team within two business days to let you know we are looking into your question. It may take up to several weeks to get a full answer.

Here’s why:

Our customer service teams are split by specialty. This ensures our members are helped by employees with the most training and resources. If your BAM inquiry is about several concerns (billing, claims, membership, etc.), an answer may take a bit longer. We try to answer all concerns at once.

If you have an urgent request, call customer service at the number on your ID card. Billing questions close to a payment due date, pharmacy refill requests, health concerns and similar issues are best resolved with a phone call. Our staff is available 8 a.m. to 8 p.m. CT to answer your questions. We know you don’t like being on hold, but sometimes waiting to speak to a customer advocate directly, rather than waiting for an email response that could take a week or two, is the best choice.

Originally published 10/2/2014; Revised 2015-2024

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