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I’ve submitted a question using the secure message feature in Blue Access for Members (BAM). How long will it take to receive an answer?
You’ve sent a non-urgent question or request through the Message Center or filled out the form under the “Contact Us” section in your Blue Access for Members account. What happens next?
Once we receive your message within Blue Access for MembersSM(BAM), a customer advocate will make sure your question is addressed by all the right people. After you submit, you’ll get a response from our team within 2 business days to let you know that we are starting the research process, but it can take up to several weeks to get a complete answer.
Here’s why:
Our customer service teams are divided by specialty to ensure our members are handled by employees with the most training and resources available to them. If your BAM inquiry includes multiple concerns (billing, claims, membership, etc.), it can take longer than expected to get an answer. We try to answer all concerns at once so that our members are not waiting for loose ends to be tied up after getting only a portion of their request handled.
If you have an urgent request that needs immediate attention, you should call customer service at the number on the back of your membership ID card. Billing questions close to the payment due date, pharmacy refill requests, health concerns and other similar issues are best resolved with a phone call. Our staff is available 8 a.m.-8 p.m. CST to answer your questions. We know you don’t like being on hold, but sometimes waiting to speak to a customer advocate directly rather than waiting for an email response that could take a week or two, is the best option.
Originally published 10/2/2014; Revised 2015-2022
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