BCBS Ramps Up Efforts To Refund, Reassure Individual Customers

Jan 12, 2016

Blue Cross and Blue Shield of North Carolina is scrambling to make things right for customers who purchased their own health insurance.

The company web site said that, as of last week, many customers had not received insurance cards, and 3,200 customers have had incorrect funds drafted from their bank accounts.

CEO Brad Wilson says call volumes have been more than 400-percent higher than the same period last year, leading to customer service delays.

"Some of you have been frustrated by our company's service. These difficulties are unacceptable and we apologize."

A statement from Wilson blamed the problems on changing enrollment deadlines under the Affordable Care Act, and the company's transition to a new billing system, which it's still working to fix.

"To improve this situation, we're working around the clock, bringing in more staff, and expanding customer service hours," Wilson said. "We ask for your patience as we work to address these issues."

Wilson recommends logging into the BCBS NC website for help with an account.