FAQs
Customer

Q.		Can I change my primary care physician (PCP)?
A.		You can change your PCP at any time by contacting our Customer Service Department at the number listed on the back of your ID card.
Q.		What if I or a member of my family needs emergency care?
A.		In an emergency situation, you should seek treatment at the nearest facility or call 911 for assistance.
Q.		To what addresses do I need to mail my Blue Cross or HMO LA claims?
A.		Mail your Blue Cross claims to: Blue Cross and Blue Shield of Louisiana Claims Department P. O. Box 98029 Baton Rouge, LA 70898-9029 Mail your HMO LA claims to: HMO LA Claims Department P.O. Box 98024 Baton Rouge, LA 70898
Q.		To what addresses do I need to mail my Blue Cross or HMO LA payments?
A.		Mail your Blue Cross payments to: Blue Cross and Blue Shield of Louisiana P.O. Box 261798 Baton Rouge, LA 70898 Mail your HMO LA payments to: HMO LA P. O. Box 98024 Baton Rouge, LA 70898
Q.		What are the fax numbers to the Blue Cross and HMO LA Claims Departments?
A.		The fax number to the Blue Cross Claims Department is 225.295.2147. The fax number to the HMO LA Claims Department is 225.295.2494.
Q.		What is the amount of my deductible?
A.		Individual and Family Deductible amounts vary according to your contract type, the type of covered services rendered and where these services are received. Check the Schedule of Benefits attached to your contract or certificate or call the Customer Service number on the back of your ID card.
Q.		Why was my claim returned?
A.		Your claim may have been returned because it did not include all of the information necessary for processing. Call the Customer Service number on the back of your ID card to find out the reason why your claim was returned and what additional information, if any, is needed for processing.
Q.		How can I change my address with Blue Cross and/or HMO LA?
A.		Blue Cross and HMO LA must receive a written notice to make a change of address. The notice can either be a letter or change of status card and must include a signature. A notice to change an address with Blue Cross should be mailed to: Blue Cross and Blue Shield of Louisiana P.O. Box 98029 Baton Rouge, LA 70898-9029 A notice to change an address with HMO LA should be mailed to: HMO LA P.O. Box 98024 Baton rouge, LA. 70898 If you are a group member of Blue Cross, you can secure a change of status card from your group leader. If you are an individual subscriber of Blue Cross, please call Customer Service at 225.291.5370 or 1.800.599.2583 If you are a group member of HMO LA, you can secure a change of status card from your group leader. If you are an individual subscriber of HMO LA, please call Customer Service at 1.800.376.7741
Q.		How can I terminate my Blue Cross or HMO LA policy?
A.		A request to terminate a Blue Cross or HMO LA policy must be made in writing. All requests to terminate a Blue Cross policy should be mailed to: Blue Cross and Blue Shield of Louisiana Claims Department P. O. Box 98029 Baton Rouge, LA 70898-9029 All requests to terminate an HMO LA policy should be mailed to: HMO LA Claims Department P.O. Box 98024 Baton Rouge, LA 70898
Q.		I did not receive my claim payment. Can you re-issue the claim payment?
A.		Yes, we can re-issue a claim payment check. The original check must be have been issued more than 15 days before the request for a new check is made and the original check must be outstanding. We will issue a stop payment on the original check and will send a request to the Accounting Department to re issue a check. Our Accounting Department will check with our bank before re-issuing the check.
Q.		How can I get a new Blue Cross or HMO LA ID card?
A.		You may obtain a new Blue Cross ID card by calling Customer Service at 1.800.599.2583 or by sending your request in writing to: Blue Cross and Blue Shield of Louisiana Customer Service P. O. Box 98029 Baton Rouge, LA 70898-9029 You may obtain a new HMO LA ID card by calling Customer Service at 1.800.376.7741 or by sending your request in writing to: HMO LA Customer Service P. O. Box 98024 Baton Rouge, LA 70898
Q.		How can I get a Blue Cross or HMO LA claims form?
A.		You may get Blue Cross claims forms by either calling Customer Service at 1.800.599.2583 or by sending a written request to: Blue Cross and Blue Shield of Louisiana Claims Department P.O. Box 98029 Baton Rouge, LA 70898-9029 You may get HMO LA claims forms by either calling Customer Service at 1.800.376.7741 or by sending a written request to: HMO LA Claims Department P.O. Box 98024 Baton Rouge, LA 70898
Q.		What is your FEP mailing address?
A.		Mail your FEP claims and customer service inquiries to: Blue Cross and Blue Shield of Louisiana Federal Dedicated Unit P.O. Box 98028 Baton Rouge, LA 70898-9028
Q.		What is your FEP fax number?
A.		FEP Customer Service can be reached at 225.295.2364.
Q.		What is covered under my FEP Federal contract?
A.		Call FEP Customer Service at 1.800.272.3029 to receive a benefit brochure and summary or to speak to a customer service representative.
Q.		What is the status of my FEP claim?
A.		To find the status of your FEP claim, call FEP Customer Service at 1.800.272.3029.
Q.		How do I get a FEP claim form?
A.		To obtain a new FEP claim form, call FEP Customer Service at 1.800.272.3029.
Q.		How can I change my FEP address?
A.		To change your FEP address, either call FEP Customer Service at 1.800.272.3029 or fax the change of address information to 225.295.2364.
Q.		How do I get a new FEP ID card?
A.		To obtain a new FEP ID card, call FEP Customer Service at 1.800.272.3029.
Q.		What is the phone number for the FEP Mail Service Drug Program (Merck-Medco)?
A.		The phone number for the FEP Mail Service Drug Program is 1.800.262.7890.
Q.		What is the phone number for the FEP Retail Pharmacy Program?
A.		The phone number for the FEP Retail Pharmacy Program is 1.800.624.5060.
Q.		When do I need a referral? What is the difference in a streamline referral and a plan approved referral?
A.		Unless you are receiving emergency medical services, a referral is normally needed whenever services are going to be performed at a location other than your primary care physician’s office in order to receive benefits or the highest level of benefits. A streamline referral is the expedited process by which your PCP is allowed to refer you to a network specialist or other providers by completing the Physician Referral Authorization Form. A plan-approved referral is used for services performed in an outpatient or inpatient setting. This referral is also used for targeted procedures referred to in your schedule of benefits as “outpatient pre-service authorization” services.
Q.		What should I do if I am traveling out of state and need non-emergency medical care? (HMO)
A.		If you have an HMO contract and are traveling out of state and need to seek treatment for non-emergency care, we request that you call the number on the back of your ID card 1.800.4HMO.USA to obtain information on local providers in that area. Follow-up care should be received from an HMOLA network provider.
Q.		What should I do if I am traveling out of state and need non-emergency medical care? (HMO)
A.		If you have an HMO contract and are traveling out of state and need non-emergency care, you should call the number on the back of your ID card, 1.800.4HMO.USA to obtain information on local providers in that area. Follow-up care should be received from an HMOLA network provider.
Q.		What should I do if I am traveling out of the country and need medical care? (HMO)
A.		If you have an HMO contract and are traveling out of state and need emergency medical care, you should go to the nearest hospital available. If possible, you should call the number on the back of your ID card 1.800.4HMO.USA to obtain information on local hospitals in that area. HMOLA must be notified of the emergency medical service within forty-eight (48) hours after receiving treatment or as soon as medical circumstances permit.
Q.		When do I need a referral to see my OB/GYN? (HMO)
A.		You are allowed two (2) routine visits to a network OB/GYN per benefit period. You do not need a referral for these services. You may also schedule follow-up visits within 60 days of a routine gynecological exam without a referral from your PCP for treatment of a condition that was diagnosed or treated during a routine gynecological exam. All other situations would require a referral from your PCP.
Q.		How do my maternity benefits work?
A.		If your Individual HMO contract provides coverage for Pregnancy Care benefits and the pregnancy is not pre-existing, you will be responsible for payment of a Pregnancy Care co-pay if covered services are performed by a Network Provider. You will also be responsible for an Inpatient Hospital Admission co-pay. Of course with respect to the Individual HMO/POS product covered services rendered out of network are subject to a deductible and coinsurance.