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You may be on hold, but we still hear you. Here’s what we’re doing.

By Tarsha Rowland | January 6, 2016 | Healthy Lifestyle, Insurance Education

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We would like to apologize to all who have experienced extended wait times when calling in to customer service. With 2016 health insurance deadlines approaching – January 15 for coverage starting February 1, and January 31 for coverage starting March 1 – our call volume this week has been 400 to 500% greater than the same period last year. As a result, we know you have had difficulty getting the help you need.

Need to go to the doctor, but don’t have your ID card yet?

Visit to print a temporary ID card. Doctors can also verify coverage by phone or online.

We’re sorry for this frustrating situation and are working on solutions to take your calls as quickly as we can.

Here’s what we’re doing now, to make sure you get better service from us. We are:

  • Changing work schedules for customer service representatives to handle calls at peak times
  • Posting frequent updates on social media
    • Visit our home page for the latest insurance and health tips
    • Read the blog post, “How to Avoid High Call Volumes During Open Enrollment 2016” to learn:
      • How to sign up for health insurance
      • Information about our customer support hours
      • How to go to a doctor or pharmacy for services and verify your health insurance
    • This update highlights the top three questions we are hearing about the ACA and open enrollment. You can find:
      • When to call the Marketplace vs. BCBSNC
      • How to pay your bill, and other billing information
    • Streamlining our phone system to route calls more efficiently
    • Ensuring access to independent agents you can contact for assistance. If you aren’t working with an agent already, you can use our agent search tool to find an agent near you.
    • In the longer term, we are in the process of implementing a new customer records system that will allow our customer service representatives to provide more personalized service faster.

The past few days have challenged our resources and tried your patience. You’ve told us we need to do a better job to help you navigate this process and get answers – and we agree. Our mission is to improve the health and well-being of our customers and communities. That’s a noble goal that’s more difficult to pursue on some days than others.

We thank you for your patience during the run-ups to the coming health insurance deadlines, and we are committed to working harder and more efficiently to serve you.