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How to Avoid High Call Volumes During Open Enrollment 2016

By Barbett Byarlay Ramsey | January 5, 2016 | Healthy Lifestyle, Insurance Education

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We’re sorry. We know wait times have been exceptionally long today, and we sincerely apologize. Our call volume has been extremely high, leaving many of our members frustrated.

We’ve expanded capacity for our Blue Connect customer page and we’ve made some staffing changes to make sure your calls are answered without lengthy delays. We are also streamlining some of our phone systems and technology to better route calls during this busy period.

In the meantime, here are a few tips that can help get your questions answered, including ways to avoid high call volumes during this busy time.


If you are calling to sign up for a new health plan:

You still have some time! You can give us a call back in a few days. The deadlines are:

  • January 15 for a plan to start February 1
  • January 31 for a plan to start March 1

However, don’t wait until the last minute!   Call volumes go up significantly a day or two before these deadlines.


When is the best time to call?

Recently wait times have been shorter after 5pm on weekdays and on Thursdays and Fridays. During periods of exceptionally high call volumes, however, lines may be closed to meet the needs of customers on hold at that time.


What hours are you open this week?

For the week of January 4, 2016 we are accepting inbound calls from individual under 65 customers (they buy their own insurance, not through an employer)
Monday, Tuesday and Wednesday until 9 pm, Thursday and Friday until 7 pm*.

[box type=”shadow”] Saturday Hours for January:

Saturday, January 23

  • Individual under 65: 9 am – 1 pm
  • Sales: 9 am – 1 pm
  • Agent Call Center: 9 am – 1 pm


Saturday, January 30

  • Individual under 65: 9 am – 1 pm
  • Sales: 9 am – 1 pm
  • Agent Call Center: 9 am – 1 pm [/box]

How do I pay my bill?

This post has all the details you need to know, including where to mail your bill depending on your plan.


Can I make an appointment for you to call me back?

Yes! When prompted by our automated system, choose the Request a Call Back option. The system will guide you in picking a good time for us to call you back.

Please note:  This feature turns off when all appointments for the day are filled.  


What if I don’t have an ID card?

If you don’t have an ID card, you can can print one out in Blue Connect. Alternatively, your doctor can verify coverage online or by phone.

What if I need to go to the doctor or pick up a prescription and can’t get my updated plan information?

Go to the doctor or pick up your prescription! It’s most important that you get the care and medicine you need. Rest assured your visit or medication will be processed according to your benefits once the claim is resubmitted by your pharmacy or doctor.

Tell your doctor or pharmacy that BCBSNC is having some issues with member eligibility that will take another few days to resolve.  Once you receive your ID card or are able to contact us by phone, call your doctor or pharmacy immediately with your information and ask them to reprocess the claim.

You may have to pay cash for your visits, services or drugs, but you will be reimbursed once the claim is processed. You can also ask your pharmacy for a small supply of a medication to hold you over.

Again, we sincerely apologize, and appreciate your patience.