FAQs - Customer Service-Blue Cross and Blue Shield's Federal Employee Program

FAQs

Frequently asked customer service questions.

Customer Service

General

Do I need a referral to see a specialist?

No, you do not need a referral to see a specialist.

How can I request an additional or replacement identification card?

Visit MyBlue Customer eService or call your local Blue Cross and Blue Shield company. To locate the contact information for your local BCBS company, please visit the Contact Us section of this website.

Claims

How do I submit a claim?

Please complete the appropriate form and submit it by December 31 of the year following the year you received service. To get started, visit our How to Submit a Claim page now.

Who do I call if I have a question about a claim payment?

Please call the Blue Cross and Blue Shield company listed on the Explanation of Benefits (EOB) that you received for your claim. If you do not have the EOB available, you may call the Customer Service phone number listed on the back of your identification card for further assistance. You can also find the contact information for your local BCBS company in the Contact Us section of the website.

How do I appeal a claims decision?

If you disagree with our decision regarding a claim, you can appeal it. To do so, please follow the instructions in the Disputed Claims Process document.

MyBlue

How do I reset my MyBlue password?

Click here to go to the log in page, and then click “Forgot your password?” on the right. Enter your username and email address associated with your MyBlue account and click “Submit.” You’ll receive an email from MyBlue with the subject “Your New Password” that contains a temporary password that will expire in 48 hours. Use this temporary password to log in to MyBlue and follow the prompts to change your password.

How do I request my Personal Identification Number (PIN)?

To request your PIN, please call the customer service number here or on the back of your member ID card during regular business hours.

How do I reset my MyBlue password if I forgot my email address?

Click here to go to the log in page, and then click “Forgot your password?” on the right. On the next screen, click “Forgot your email address?” on the right. Enter your enrollment information, including your member ID number, first name, last name and date of birth and then click “Reset Email.” Next, enter your Personal Identification Number (PIN). Then enter your new email address, accept the Terms and Conditions, and click “Submit”.

Your email address will be changed to the one you just entered. You will receive a confirmation email verifying this change. You’ll also receive an email from MyBlue with the subject “Your New Password” that contains a temporary password that will expire in 48 hours. Use this temporary password to log in to MyBlue and follow the prompts to change your password.

How do I verify my email in order to activate my account?

When you created your MyBlue account, you should have received a verification email to the email address you provided during registration. Click on the link in the verification email you received, and then click “Submit” on the verification page. You will see a verification success message.

How do I receive another verification email to activate my account?

Log in to MyBlue with your username and password. You will see a pop-up window that indicates you need to confirm your email address. Click the button on the pop-up to resend your verification email. You will then receive another verification email. Be sure to check your junk or spam folder if the message doesn’t appear in your inbox.

Then click on the link in the verification email you received, and click “Submit” on the verification page. You will see a verification success message.

How do I retrieve my email address associated with my MyBlue account?

Click here to go to the log in page, and then click “Forgot your email address?” on the right. Enter your enrollment information, including your member ID number, first name, last name and date of birth and then click “Retrieve Email.” Enter your Personal Identification Number (PIN). MyBlue will display the email address associated with your account.

How do I reset the email address associated with my account if I forgot my MyBlue username and password?

Click here to go to the log in page, and then click “Forgot your email address?” on the right. Enter your enrollment information, including your member ID number, first name, last name and date of birth and then click “Reset Email.” Enter your Personal Identification Number (PIN). Then enter your new email address, accept the Terms and Conditions, and click “Submit”.

Your email address will be changed to the one you just entered. You will receive a confirmation email verifying this change.

How do I retrieve my MyBlue username?

Click here to go to the log in page, and then click “Forgot your username?” on the right. Enter the email address associated with your MyBlue account and click “Submit.” You will receive an email from MyBlue with the subject “Your Username.”

How do I retrieve my MyBlue username and reset the email address associated with my account at the same time?

Click here to go to the log in page, and then click “Forgot your username?” on the right. On the next screen, click “Forgot your email address” on the right. Enter your enrollment information, including your member ID number, first name, last name and date of birth and then click “Reset Email.” Enter your Personal Identification Number (PIN). Then enter your new email address, accept the Terms and Conditions, and click “Submit”.

Your email address will be changed to the one you just entered. You will receive a confirmation email verifying this change along with an email from MyBlue with the subject “Your Username”.