Email Us

Need help? Email us with questions about your benefits, claims submission, prescription drugs, and more.

Our representatives will respond within 1-2 business days. If you need an immediate response, please call us at the number on your member card.

If you have coverage through an employer group, the majority of demographic changes (e.g., name, date of birth, Social Security number, and address) must be completed through your group. If you enrolled through the NY State of Health Marketplace, please visit nystateofhealth.ny.gov to update your policy.

In the majority of cases, your health care providers will file claims to us on your behalf. That is why it is very important for you to have your member card with you at all times.

  • To submit a claim electronically or by mail, go to Submit Claims

If you need to file a claim, choose from one of the following options:

  • To submit a claim electronically, please log in and go to the Submit Claims page
  • To print/view copies of our most frequently used forms, see Member Forms

At this time, electronic methods are preferred over mail.

  1. Please use the appropriate form; refer to the Member FormsMember Forms page for a downloadable PDF
  2. Fill out the form, sign it if necessary, then scan the form and save the file (e.g. PDF, Word, TIFF, JPG, PNG) to your computer
  3. Electronically submit your correspondenceElectronically submit your correspondence (login required), such as:
    • Grievances and appeals
    • HIPAA authorization
    • Medical records
    • Membership/enrollment application or documentation
    • Other letters or correspondence

Please allow up to 72 hours for a reply; note that this timeframe does not include the time required to process your document.

If you are unable to submit electronically, you may continue to submit your documentation via mail to the address on the back of your member card. Please note, there may be significant delays with the processing of documents received by mail at this time.

Excellus BlueCross BlueShield is committed to service excellence when it comes to interactions with external customers. Our Customer Care employees have a role in helping the organization achieve a superior level of customer satisfaction.

We'd like to hear from you! If you would like to recognize an Excellus BlueCross BlueShield Customer Care employee that has performed above and beyond expectations, resulting in an exceptional customer experience, please click on the 'Recognize an employee' button below.

Recognize an employee

 

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