Common health coverage questions answered

We sincerely apologize to our producers and their customers who have experienced delays in accessing the Independence Blue Cross (IBC) portals and call centers. We are working hard to be as responsive as possible to help you and your customers and have provided additional options to access benefits, confirm coverage, print a temporary ID card, or view claims. We've compiled a list of the most common questions we are getting from you and from your customers, and ways to get help. Below are member scenarios we are aware of and solutions that may help your customers.

1) Group member hasn't received ID card but needs to get one.
There are several ways to obtain a temporary card, including through a newly established mailbox we've set up to expedite card requests. Members can send emails with ID card requests to idcardinquiries@ibx.com, a secure mailbox. They should be sure to include name, date of birth, social security number, phone number, and if applicable, date of planned doctor's appointment when a card is urgently needed.

Members can also print temporary cards by visiting our member portal at ibxpress.com or view a card image through our IBX Mobile application.

2) Member doesn't have ID card but needs to fill a prescription.
Members can still get prescription drugs that have been prescribed by a doctor even if they haven't received a member ID card. Participating pharmacists can confirm coverage through their systems, or members 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.

3) Member has already received prior-authorization for a prescription, but the pharmacist can't find it in the member records.
If a member is having trouble filling a prescription because the drug requires prior authorization and the pharmacist can't find a record of it in the member's file, IBC generally covers a 96-hour supply while the authorization is being verified. The pharmacist can also call the pharmacy plan at 1-888-678-7012 for assistance. More information on prescription drugs that require pre-authorization is available on ibx.com.

4) Member is in an HMO plan and wants to select (or change) a Primary Care Physician (PCP).
Members enrolled in one of our HMO plans must select a primary care physician. To select or change PCP, members can log into ibxpress.com or call Customer Service at 1-800-ASK-BLUE. You can find a list of our full network of doctors on ibx.com and ibxpress.com. The member will receive a new member identification card to reflect the PCP choice.

5) Member ID card arrived noting "Valid PCP Required."
Members enrolled in one of our HMO plans must select a primary care physician. If a card doesn't indicate PCP selection, or says "Valid PCP Required," the member can log into ibxpress.com, or call Customer Service at 1-800-ASK-BLUE, to confirm or make a selection. A list of our full network of doctors can be found here. The member will receive a new member identification card to reflect the PCP choice.

6) Member wants to register for ibxpress.com.
Members registered on our ibxpress.com site can print temporary member ID cards, view and pay their bills, review claims, and much more. To register for ibxpress.com, members will need their member ID number which can be found on their member ID card, on their invoice (for individual direct pay members), or by calling Customer Service at 1-800-ASK-BLUE.

7) Member has questions and would like to talk with someone in Customer Service about coverage.
We know members have lots of questions and we have extended our Customer Service hours until 8 p.m. on weekdays and on Saturdays from 9 a.m. to 2 p.m. for the month of January. Some of our callers have experienced extended wait times recently given high call volume, but we are working hard to be as responsive as possible to help our members. Members can reach Customer Service at 1-800-ASK-BLUE.

Committed to your Business Needs
We continue to leverage all available resources to provide prompt service during this critical time. Please be assured we realize the extended wait time is difficult for you and your customers. We know your time and your customers' time is valuable and we're sorry for the inconvenience. Producers are encouraged to email the Broker Care Center at brokercare@ibx.com with inquiries to facilitate processing and response time. The Broker Care Center is also available on Saturdays from 9 a.m. to 2 p.m. in January.

Your business is important to us, so restoring normal service levels is one of our highest priorities. Again, we sincerely regret the delays you may be experiencing; we appreciate your patience and understanding during this time.