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NCDOI Assisting Hundreds with Blue Cross and Blue Shield of NC Complaints

Heavy complaint volume related to payment and enrollment issues at Blue Cross and Blue Shield of North Carolina is putting a strain on consumer assistance resources at the N.C. Department of Insurance.

Since Jan. 4, NCDOI has received more than 850 complaints from BCBSNC customers related to issues such as overbilling, inability to verify effective coverage, and lack of a way to pay premiums due to company system errors. The department has fielded more complaints related to BCBSNC in the past month than the total number of complaints it handled in the previous four months.

“I’m going to hold Blue Cross and Blue Shield of North Carolina accountable for fixing its problems and doing right by consumers,” said Insurance Commissioner Wayne Goodwin. “In the meantime, I have shifted additional staff members to the phones at the Department of Insurance to help people get the health care they need.”

NCDOI’s first priority is assisting people with urgent medical and prescription needs. The department has successfully escalated cases to BCBSNC’s attention for people in need of care for conditions including high-risk pregnancies, heart issues, cancer and diabetes, or services including emergency surgeries, MRIs and CT scans.

“To say that people are frustrated is an understatement. I’m frustrated, too,” Goodwin said. “As Insurance Commissioner, I will get answers from Blue Cross as to how this happened and assurances that it won’t happen again.”

Consumers in need of assistance from the N.C. Department of Insurance should call 855-408-1212 or visitwww.ncdoi.com.