Transparency Data for Louisiana Health Service & Indemnity Co.

** In some instances, the information presented here may only apply to on-exchange health plans.

Out-of-Network Liability and Balance Billing

Balance billing is when a healthcare provider bills you for any balance left on your bill after your health plan pays its share, together with any cost sharing that you are required to pay. This amount is the difference between what the healthcare provider charged (bill charges) and how much your plan covered (allowed amount), which includes your cost sharing amount (deductibles, copayments, and coinsurance). For example, if your healthcare service cost $200 and you and your health plan paid $110, the healthcare provider could balance bill you for the remaining $90. Balance billing happens most often when you go to doctors, clinics, hospitals, labs or other healthcare providers that are not in your health plan’s network. In-network doctors are contractually prohibited from billing you for the difference between the bill charges and allowed amounts. 

Louisiana Health Service & Indemnity Company has a provider network of select doctors, hospitals and other healthcare providers.  When you go to healthcare providers outside of your network, Louisiana Health Service & Indemnity Company normally pays a lower percentage of the bill for your services than it does for in-network healthcare providers.  You could be balance billed for the difference between the bill charges and the total amount that you and your health plan pay. You will always pay less out of pocket when you stick to healthcare providers in your network.

If you have a health emergency, you can go to the nearest hospital emergency department.  However, when those emergency services are provided by a non-participating facility or by a non-contracted provider at that facility, under federal law, the amount paid by your health plan is the highest of the following three amounts:

1) the amount negotiated with in-network providers for the emergency service furnished; (2) the amount for the emergency service calculated using the same method the plan generally uses to determine payments for out-of-network services (such as the usual, customary and reasonable charges); or (3) the amount that would be paid under Medicare for the emergency service.  However, the non-contracted provider is not prohibited from balance billing the patient.

U.S. Center for Medicare and Medicaid Services definition: Balance billing occurs when an out-of-network provider bills an enrollee for charges other than copayments, coinsurance or amounts that remain on a deductible. 

Enrollee Claims Submission

A claim is a written or electronic request to your health insurance company for payment of healthcare services you have that are covered by your plan.  In most cases, claims must be submitted within 15 months of the date of service or your health plan will deny the benefits.  For self-funded plans, the time frame could be shorter.

Doctors and healthcare providers normally file claims. But, if you need to send a claim for a healthcare service, please mail a paper claim to:

Blue Cross and Blue Shield of Louisiana
Claims Processing
PO Box 98029
Baton Rouge, LA 70898-9029

When you send in the claim, please take the following steps so your claim is handled quickly:

  1. Use the appropriate claim form
  2. The contract number you put on the claim form should match the number on your ID card
  3. List your birthday
  4. If the claim is for a family member (dependent) covered on your health plan, list how that person is related to you, e.g. spouse, child.
  5. You should have a statement from the healthcare provider that lists all the charges for your service. Attach this to the claim form when you send it in.
  6. The healthcare provider’s statement should list his/her name, address and tax identification number. List the date of the healthcare service.
  7. Your healthcare provider should list codes for your healthcare services.

NOTE: If any information from steps 5-7 is missing, ask your healthcare provider to help you fill in the missing information.

  • Fill out everything on the claim form, and sign it.

If you have any questions about sending in a claim, call Customer Service at the number on the back of your member ID card.

Grace Periods and Claims Pending Policies During the Grace Period

If you get financial help in the form of subsidies from the federal government to pay for the premiums on a health plan you buy through and you pay at least one full month of your premium, you will have a three-month grace period if you do not pay your premium on time.  In cases where you receive help to pay your premiums, your health plan will pay claims on any services obtained during the first month of your grace period.  After that first month, if you have not paid your full premium, your health plan will mail a delinquency notice to the address you listed when you bought your health plan. If you still have not paid any premium you owe by the second month, your health plan will hold claims for any services you have and will not pay them until you pay your premium. Your health plan will notify your healthcare providers that you have not paid your premium and your claims are being held. At the end of the three months, if you have not paid your full premium amount, your health plan coverage will be cancelled effective at the end of the first month of your three-month grace period.

For example, if your grace period is January, February and March and your healthcare coverage is cancelled after March (the third month), your coverage will be terminated dating back to January 31st (the first month of your grace period).

If you do not get financial help to pay your premiums, you have a 30-day grace period that starts on the premium due date. If you have not made your premium payments by the end of the 30-day period, your coverage will be cancelled effective the last day you were paid in full on your premiums.

For example, if your grace period is in April and your premium due date was April 1, if you do not pay, your coverage will be terminated after April 30 dating back to March 31 (the last day you were paid in full on your premiums).

Retroactive Denials

Sometimes, your health plan may pay for a claim on a healthcare service you received and then realize later that the claim should not have been covered. In those cases, the health plan can retroactively deny the claim and you would be responsible for paying the claim.

This may happen because:

  • Your coverage changed
  • Your participation in the health plan ended and you were no longer covered on the date you received the service (see above section)

This usually happens if you are no longer eligible for coverage or you do not pay your healthcare premiums on time. Your health plan may also recoup a claim payment if it was overpaid or paid incorrectly.

You should make sure to pay your premium on time every month to avoid being dropped and/or having a claim denial. 

U.S. Centers for Medicare and Medicaid Services definition: A retroactive denial is the reversal of a previously paid claim by which the enrollee then becomes responsible for payment.

Enrollee Recoupment of Overpayments

If your health plan finds out you paid more than you owed for your healthcare premium, you will be owed a refund. If you are still an active member of your health plan, your health plan will apply the amount you overpaid as a credit on your next premium bill unless you request a refund.  You can request a refund check by sending in a signed written request or by calling Customer Service at the number on the back of your ID card.

U.S. Centers for Medicare and Medicaid Services definition: Enrollee recoupment of overpayments is the refund of a premium overpayment by the enrollee due to over-billing by the insurer.

Medical Necessity and Prior Authorization Timeframes and Enrollee Responsibilities

Medically necessary services are defined as:

Health care services, treatment, procedures, equipment, drugs, devices, items or supplies that a provider, exercising prudent clinical judgment, would provide to a patient for the purpose of preventing, evaluating, diagnosing or treating an illness, injury, disease or its symptoms, and that are:

    • in accordance with nationally accepted standards of medical practice;
    • clinically appropriate, in terms of type, frequency, extent, level of care, site and duration, and considered effective for the patient’s illness, injury or disease; and
    • not primarily for the personal comfort or convenience of the patient or provider, and not more costly than alternative services, treatment, procedures, equipment, drugs, devices, items or supplies or sequence thereof and that are as likely to produce equivalent therapeutic or diagnostic results as to the diagnosis or treatment of that patient’s illness, injury or disease.  For these purposes, “nationally accepted standards of medical practice” means standards that are based on credible scientific evidence published in peer-reviewed medical literature generally recognized by the relevant medical community, Physician Specialty Society recommendations and the views of the Physicians practicing in relevant clinical areas and any other relevant factors.

Prior authorization is when your health plan determines if a healthcare service, treatment plan, drug or piece of equipment is medically necessary.

If your health plan requires prior authorization for a service, work with your healthcare provider to follow the required prior authorization steps.

In general, the timeframe for prior authorization requests is:

    • Urgent – as soon as possible and no later than 72 hours
    • Non-Urgent – within 15 days

An urgent care request means a request for a health care service, or course of treatment, to which the time periods for making a non-urgent care request determination could either seriously jeopardize the life or health of the covered person, or the ability of the covered person to regain maximum function or would, in the opinion of a physician with knowledge of the covered person’s medical condition, subject the covered person to severe pain that cannot be adequately managed without the health care service.  Any request that a physician with knowledge of the covered person’s medical condition determines is an urgent care request will be treated as an urgent care request.

U.S. Centers for Medicare and Medicaid Services definition: Medical necessity is a term used to describe care that is reasonable, necessary and appropriate based on evidence-based clinical standards of care.  Prior authorization is a process through which an issuer approves a request to access a covered benefit before the insured accesses the benefit.

Drug Exceptions Timeframes and Enrollee Responsibilities

Your doctor could prescribe a drug that is not on your covered drug list (formulary). In these cases, you can ask your doctor to request that your health plan cover the drug.

These requests first go to Express Scripts, an independent company that serves as our pharmacy benefit manager for your health plan. Your doctor can contact Express Scripts by telephone or fax. Go to to see contact information. Express Scripts will review the request and make a decision within three days (72 hours) of getting it. Your doctor can ask for the request to be reviewed within one day (24 hours) if you need a decision sooner. Express Scripts will let both you and the doctor prescribing the drug for you know what they decide.

If the request is denied, you or your doctor can appeal that decision.

If the request is approved, it will be treated like other drugs on the covered drug list.  What you pay out of pocket (copay or coinsurance) for the drug will depend on your plan type and pharmacy benefits.  Check your plan contract for more information.

Information on Explanation of Benefits (EOBs)

Your Explanation of Benefits (EOB) is sent to you after you receive medical treatment or service to explain what your health plan paid and what amount (if any) you will need to pay out of pocket. This depends on your plan type or benefits. Your EOB is not a bill. It gives you more information about services you received and how they were covered by your health plan.

You get an EOB every time you see a healthcare provider or get a prescription filled. Your health plan sends your EOB after getting a claim for a healthcare treatment or services. 

An EOB includes things like total charges for a service, any discount you got on the service, how much of the bill is not covered by your health plan, and how much your health plan paid for the service. The EOB will also show you how much you owe the healthcare provider after your health plan has paid its share of the charges, so you know what to expect. Your EOB tells you how to contact your health plan if you need to file an appeal or grievance.

EOBs can be delivered to members via one of two methods.  A traditional paper EOB is mailed to members unless they choose to receive those documents electronically.  A pdf version of the EOB is made available to members via the Blue Cross website if the member has chosen electronic delivery of EOBs. 

U.S. Centers for Medicare and Medicaid Services definition: An Explanation of Benefits (EOB) is a statement sent to the enrollee to explain what medical treatments and / or services were paid for on an enrollee’s behalf, the amount paid and the enrollee’s financial responsibility based on the terms of the policy.

Coordination of Benefits (COB)

When you have healthcare coverage through more than one plan, the different plans will need to coordinate your benefits to determine which plan pays for which services.

Benefits may be coordinated across different plans as allowed by law. With coordination of benefits, no more than the allowable charge (what the health plan pays) is paid on any of the plans for the same healthcare service or treatment.