Frequently Asked Questions

What’s the best way to pay my bill?
Bank draft through your checking account is the most convenient way to pay your bill.  It's a one-time set up and you don't have to worry about missing a payment since it's automatically deducted from your checking account each month. Blue Cross and HMO Louisiana members should complete this form. Attach a blank check marked "VOID" and mail or fax the completed form along with the voided check to:   

• Attention
  Accounts Receivable
  P.O. Box 261798
  Baton Rouge, LA 70826-1798
  Fax: 225-298-1609

Please allow 30 days to process your account set-up.

Online payment through your Blue Cross account is also a convenient and paperless method of paying your monthly premium using your checking account or credit card. Register or log in.

How soon will my account be credited after I pay it online?
Your policy will be updated that night.  Your credit card account will reflect the payment by the next business day. Your bank account will reflect the payment within two to three business days.

I made an online payment with my credit card, but I received a message it was declined. How did that happen?
One of the most common causes for your credit card being declined is if the address does not match up with the credit card. When you pay with a credit card, you need to make sure the address you enter is the same one that's on your credit card - even if it's not the same as your Blue Cross billing address. Our system will automatically decline your credit card if the address and the card don't match up.

How will I know if my payment has gone through?
Once your online payment is received by our system, you will receive a confirmation number that you can print and retain for your records.

I have more than one Blue Cross policy. How do I set up combined billing?
This option is not available at this time.

Can I use two credit cards to pay my account?
No. You may only enter one credit card account per payment.

Why do I have to keep entering my account number every time I pay my bill?
For security reasons, our system cannot retain your account number or credit card information at this time.

How can I register for my account?
Learn more about the registration process at bcbsla.com/register.

Why can’t I see the claims information for my spouse or my dependents age 18 and older?
Claims information is considered personal health information, and as such, is governed by federal regulations under the Health Insurance Portability and Accountability Act (better known by its acronym HIPAA).

These regulations, along with state law and Blue Cross company policy, dictate that members age 18 and older have access to only their own personal health information unless they authorize this information to be shared with people they designate.

Our current claims system is limited in its ability to recognize submitted Authorized Delegate Forms for online claims review. We are in the process of updating our claims system, and we hope to correct this service deficiency in the near future.

Until then, all covered family members age 18 and older will have to register separately in order to access their personal claims information. Regarding other account information, primary cardholders do have access to information on all members under that member number. It is only claims information that is restricted.

Can I access my prescription drug claim information through My Account?
Use Express Scripts, Inc.,* our pharmacy benefit manager, to get a personalized summary of your prescription drug costs if you have a prescription drug benefit plan administered by Blue Cross and Blue Shield of Louisiana or HMO Louisiana. You can register for this free service through Express Scripts.

*Express Scripts is an independent company that serves as the pharmacy benefit manager for Blue Cross and Blue Shield of Louisiana and HMO Louisiana, Inc.

Who can register for My Account?
If you are a Blue Cross and Blue Shield of Louisiana or HMO Louisiana member age 18 or older, you can register for My Account and review your claims. In our effort to safeguard your personal health information as much as possible, all members age 18 and older have restricted access to ONLY their personal claims information.

For members under 18, the primary cardholder (also known as subscriber) can view their claims information in accordance with federal and state regulations and Blue Cross company policy. Check your member ID card; if it features the Cross and Shield logo and you are age 18 or older, you likely are eligible to register. Certain restrictions apply.

Why was my claim returned?
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.

My claim was returned as being investigational. What does investigational mean?
A medical treatment, procedure, drug, device or biological product is investigational if its effectiveness has not been established by credible scientific evidence published in peer-reviewed medical literature generally recognized by the relevant medical community and it has not been incorporated into standard medical practice. To learn more, you should review your contract booklet. To appeal a prior decision that we have made, submit a written request in a timely manner.

I did not receive my claim payment. Can you re-issue the claim payment?
Yes, we can re-issue a claim payment check. The original check must 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 reissue a check. Our Accounting Department will check with our bank before reissuing the check.

How can I find a doctor?
Our Online Provider Directory, which is updated daily, lists the thousands of doctors and hospitals who participate in the Blue Cross network.

How can I get prescription drug information?
If you have prescription drug coverage administered by Blue Cross and Blue Shield of Louisiana or HMO Louisiana, your personal prescription drug information is available through ExpressScripts, Inc.** Once you're registered at the site, you have access to such information as:

• Details on your prescription benefits, including co-pay/co-insurance costs
• Prescription drug history for the last 12 months for you and your covered family members (some claims may not be displayed due to technical limitations)
• Possible interactions of your prescription drugs with other medicines, food or alcohol
• A pharmacy locator that helps you find available 24-hour pharmacies closest to your home

What is the amount of my deductible?
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.

Can I change my primary care physician (PCP)?
You may be able to change your primary care physician by logging into your online account if your plan allows you to do so. Otherwise, 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.

How can I change my address with Blue Cross and/or HMO Louisiana?
To notify us of a change of address, you have several options*:

• Send us a Change of Status card or;
• Send a written notice or;
• Write the address change on the premium notice.

Any of these sent to us must be dated and signed by the subscriber and mailed to:

Blue Cross and Blue Shield of Louisiana
P. O. Box 98029
Baton Rouge, LA 70898-9029

HMO Louisiana
P.O. Box 98024
Baton Rouge, LA 70898

Or you can change your address by calling the number on the back of your ID card. A group member can also change their address by calling the number on the back of the ID card as long as that member lives in Louisiana and is moving within Louisiana. If a member lives in another state or is moving out of state, the member must ask the group to change the address.

*Members who bought their policy on the Healthcare Exchange must call the federal exchange (1-800-318-2596) to change their address.

How can I terminate my Blue Cross or HMOLA policy?
A request to terminate a Blue Cross or HMOLA policy must be made in writing mailed to:

BCBSLA Enrollment Dept
Attn: Individual M&B
P. O. Box 98029
Baton Rouge, LA 70898-9029

HMO Louisiana, Inc Enrollment Dept
Attn: Individual M&B
P. O. Box 98024
Baton Rouge, LA 70898-9024

The written request must include:

• Name
• Policy number
• A statement asking to cancel along with requested cancellation date and subscriber's signature

A termination request for an individual member can also be sent by fax to 225-297-2820.*

*Members who bought their policy on the Healthcare Exchange must call the federal exchange (1-800-318-2596) to cancel a policy.

How can I get a new Blue Cross or HMOLA ID card?
You may obtain a new Blue Cross or HMOLA ID card by sending your request in writing or by calling customer service:

How can I contact Blue Cross or HMO Louisiana about my benefits, a claim or their service issue?

• Call the phone number on the back of your member ID card or;
• Submit your question online

Where can I find a form required to administer my plan such as Authorized Delegate or Other Coverage Questionnaire?
You can download a claim form from the Forms page and submit it by mail or fax. If you receive services from a participating provider, your claims will automatically be filed for you and you do not need to submit a claim.

Where can I complain about a service from Blue Cross, HMO Louisiana or a network provider (doctor/hospital etc.)?
Register a formal grievance.

How can I appeal a coverage decision made by my plan
Follow our procedures for filing an appeal.

How do I find doctors and hospitals outside of my Blue Plan's service area in the United States?

• Visit the BlueCard^® Doctor and Hospital Finder at http://www.bcbs.com/ or
• Call BlueCard Access^® at 1-800-810-2583

If you are a PPO member, be sure to use a BlueCard^® PPO doctor or hospital to receive the highest level of benefits.

How will the participating doctor's office or hospital know that I am a Blue Plan member?
Participating doctors and hospitals will identify your benefits through one of these symbols found on your ID card. 

• To locate a doctor, hospital, or medical assistance services (24 hours a day, 7 days a week)
• Call Blue Cross Blue Shield Global^® Core Service Center at 1-800-810-2583 or
• Call collect at 1-804-673-1177 

• If you need inpatient care
• Call 1-800-810-2583 (select international option) or collect at 1-804-673-1177.
• In most cases, no upfront payment is needed for inpatient care at participating BlueCard^® Global Core hospitals except for out-of-pocket expenses you normally pay.
• Hospital should submit your claim on your behalf.
• In addition to contacting the Blue Cross Blue Shield Global^® Core Service Center, call your Blue Plan for pre-certification or preauthorization.
• You must pay upfront for care received from a doctor and/or non-participating hospital.

• If the Blue Cross Blue Shield Global^® Core Service Center arranged your hospitalization, the hospital will file the claim for you. You will need to pay the hospital for normal out-of-pocket expenses.
• For outpatient and doctor care, or inpatient care not arranged through the Blue Cross Blue Shield Global^® Core Service Center, you will need to pay the healthcare provider and submit an international claim form with original bills to the Service Center.
• International claim forms are available from your Blue Plan, the Service Center or online.

• Blue Cross Customer Service - 1-800-495-2583