Get Answers to Our Most Frequently Asked Questions
I have a question about membership.
- How can I learn more about my benefits?
- Are my medical records kept private?
- Has my coverage started? Can I use my health plan?
- I need to get a prescription filled but don't have my ID card yet. What can I do?
- I applied on the Health Insurance Exchange, but haven't heard if my application has been received and accepted. Did my coverage start on the effective date I requested?
- When will I get my member ID cards, and how many will I get?
- I received my ID cards in the mail but they only have my name on them and not my spouse's. Can I get another ID card with their name on it?
- When will I get benefit coverage information and the contract on the plan I selected?
- I've gotten a call from someone asking me questions about my new coverage. Is this person with BCBSNM, and why are they asking these questions?
- When I try to register for Blue Access for MembersSM, I get a message telling me it's not available. When will it be available for me to register?
- What communications are available in Spanish?
I have a question about buying health insurance.
I have a question about payments.
- I received a letter from Equian (formerly Trover Solutions) saying they have partnered with BCBSNM to investigate my medical claim. Should I respond to the letter?
- What are my options to pay my premium?
- BCBSNM drafted my bank account twice. When will I get my money back?
- I applied for a plan on the Health Insurance Exchange and also applied for a plan directly with BCBSNM, so now I'm getting a bill for both. How do I cancel one?
I have a question about my HMO.
- What is an HMO? How is it different from other health care plans?
- What types of doctors can be a primary care physician (PCP)?
- How do I select a doctor?
- What happens if I don't select a PCP?
- Do I need a referral to see a specialist?
- Can I continue to see my current doctor when I join the HMO plan?
- Do I have coverage if I am traveling?
- What if I'll be away for more than 90 consecutive days?
- What if I'm already in treatment when I enroll and my provider isn't in the network?
- How do I work with my medical group (MG) and primary care physician (PCP) if I have a chronic or pre-existing condition?
- Does my plan cover prescriptions?
You can log in to Blue Access for Members 24/7 to access your benefits information or Call the Customer Service number on the back of your BCBSNM ID card.
Yes. We are committed to protecting your medical records, and have strict rules to make sure our staff and anyone who needs to see your records keep all your member information confidential. Your medical records or claims details may have to be reviewed. If so, precautions are taken to keep your information safe. In many cases your identity, such as name and address, will not be included in the information given during the review.
Your first premium payment activates your coverage, so you can start using your health plan within 1–2 days of making your payment, depending on how you pay.
After you've made your first payment and your coverage is activated, you can have health care expenses during that coverage gap applied to your deductible, or even get paid back for some services. In this case, the coverage gap would be the time between your requested effective date and the date you make your first payment.
Even if you haven't received your ID card, you should have received a new member welcome letter within days of your enrollment being completed. Your member identification and group number listed on your welcome letter can be used by the pharmacy to verify your benefits. You will need to pay your first premium payment before you can use your prescription benefits.
I applied on the Health Insurance Exchange, but haven't heard if my application has been received and accepted. Did my coverage start on the effective date I requested?
We receive new applications from the Exchange every day. If you applied through the Exchange, it will take a few days for processing through the Exchange before they are sent to us. It then takes us about 5–10 business days to process your enrollment in the BCBSNM system.
If you just applied recently, we encourage you to wait to see if you receive your membership information soon. If you applied weeks ago and have not received anything from us, it is possible your application has been held up for some reason.
If you applied on the Health Insurance Exchange or with BCBSNM online and you have not received information from us, call our Customer Service Center at 866-236-1702 and we will look up the status of your application. Our call volumes are still very high, so you may have to hold for a long period before getting through. We will help you as quickly as possible.
You should get your member ID cards in the mail soon after your application is approved. Individual and family PPO members will receive no more than 2 membership ID cards. Please note that all member ID cards will have only the subscriber name on it, but can be used by all of the dependents enrolled under the policy. HMO Individual and family plans will get a card for each member enrolled.
You can print a temporary ID card and request additional cards through your Blue Access for Members account. You will need your member identification number and group number to log in to Blue Access for Members. These numbers can be found on the new member welcome letter you will receive within days of enrolling.
I received my ID cards in the mail but they only have my name on them and not my spouse's. Can I get another ID card with their name on it?
Your member ID cards will only have the primary subscriber's name on them, but they can be used by all of the dependents (in this case your spouse) enrolled under your policy.
Within days of your application being accepted, you will receive a welcome letter from BCBSNM that includes your member identification number and group number. This information can be used by providers and pharmacies to verify your coverage until you get your member ID card. Your ID card will be sent separately soon after.
Your policy information is available through your Blue Access for Members account once your plan is in effect.
I've gotten a call from someone asking me questions about my new coverage. Is this person with BCBSNM, and why are they asking these questions?
Since you have new coverage with us, we want to make sure you understand your benefits and that we have the information we need to help you with your health care needs. We are calling to:
- Explain how your plan works
- Answer questions you may have, and
- Tell you about some of the services we offer to help manage your care and your coverage.
We also check to make sure the information we have is correct, such as the names of everyone on your plan, your address and other details.
The call often only takes about 15 to 20 minutes. If you have any concern that the person calling you is not with BCBSNM, ask the caller for a number you can use to call us back.
When I try to register for Blue Access for Members, I get a message telling me it's not available. When will it be available for me to register?
You may have received this error message during your registration for a number of reasons. Many times, the information you entered may not have matched the data in our system. Please remember to have your group and member ID numbers handy when you register. Both of these numbers can be found on your welcome letter and your member ID card. Register now.
Members can receive Explanation of Benefits (EOB) statements in Spanish. If you would like to receive available Spanish communications, you can log in to your Blue Access for MembersSM account, go to the Settings tab and choose Preferences. You can also call the Customer Service number on the back of your member ID card. Customer Service will record your preference.
We also have the following tools available to meet the Spanish language preference of our members:
- Spanish language website — Browse health plans, get information on member services and tips for using your health insurance
- Provider Finder in Spanish — Locate medical professionals who speak Spanish in your area
- "Pregúntele a Sara" — Get answers to typical health plan questions using the tool found at the top of the website
- Assistance Finder in Spanish — Find a nearby Spanish speaking representative to answer your health insurance questions
- BCBSNM App — Access your secured health plan information easily on your mobile device. The App will open in Spanish if the device language is set to Spanish.
- Facebook Latino — Follow us on Facebook en español for content and posts in Spanish
In most cases, you can only sign up for a health insurance plan during the open enrollment period. If you missed open enrollment, you may be able to enroll during the special enrollment period. To be eligible, you must have had a qualifying "life event" within the past 60 days or experienced other complications that did not allow you to complete your enrollment . Learn more about special enrollment.
I received a letter from Equian (formerly Trover Solutions) saying they have partnered with BCBSNM to investigate my medical claim. Should I respond to the letter?
BCBSNM and Equian have partnered to review the medical claim listed on your letter to determine if another person or insurance company should be responsible for the claim. The claim we are investigating may be for treatment you received from an injury experienced at work or from an auto accident.
The information we are requesting is important. It could help to get back money that should be paid by someone else, like another insurance carrier. This process is one of several tools used by BCBSNM to help control rising costs of health care. Call the number, 800-696-4573, on the letter to answer the claim question.
Here are convenient ways you can pay your bill.
We sincerely apologize for our error in drafting your bank account twice for your premium payment. We had two active policies for you in our system, which pulled your records twice when the automated drafts were processed. We have corrected the error in our system, so this should not happen again. We will mail a refund check for the overpayment amount within 5 days of the error. If you don't see it soon, please give us a call. In addition, if you had overdraft fees as a result of the double billing, please contact us so we can refund these charges as well. You can reach us at 800-792-8595.
I applied for a plan on the Health Insurance Exchange and also applied for a plan directly with BCBSNM, so now I'm getting a bill for both. How do I cancel one?
We cannot process a cancellation request for a Exchange plan. If you want to cancel your Exchange plan, you can call the Exchange at 800-318-2596. If you want to cancel our off-Exchange plan, we can process that cancellation for you. Call Customer Service at 800-538-8833. You can also log in to your Blue Access for Members account and send us a secure email message.
A policy will also automatically be cancelled for nonpayment if you don't pay the premium. This may be your best option. You would simply pay the premium for the plan you want to keep and not pay the premium for the plan you want to cancel.
Members can log in to their Blue Access for Members account from a desktop or mobile browser for more information about benefits, claim status and more.
A Health Maintenance Organization (HMO) is a type of health plan that gives you access to certain doctors and hospitals that have contracted with the HMO, often called a provider network or just network. An HMO is different from other health care plans in a number of ways:
- An HMO is designed to control costs through preventative health care services that help you avoid serious and costly health problems.
- An HMO typically has lower monthly premium and lower copayment levels than other types of plans.
- HMO networks are not limited to doctors and hospitals. HMO networks include clinics, pharmacies, labs, imaging centers and medical equipment vendors.
- When you join an HMO, you selected or were assigned a primary care physician (PCP) to coordinate all your health care services.
- Also, HMOs generally only cover health care services provided by a network of health professionals and hospitals that together provide a full range of health care services. When choosing your new plan, make sure the doctors and hospitals you want to use are all in the HMO's network.
The following doctors can be selected as a primary care physician:
- Family medicine doctor
- Internal medicine doctor
Use our Provider Finder® online directory to find a physician in the HMO network who best fits your needs. Be sure the doctor you select is accepting new patients.
It's easy to use the Provider Finder by registering for Blue Access for Members (BAM):
- Visit Blue Access for Members.
- Use the information on your BCBSNM member ID card to complete the registration process.
- Once you are registered, log in to BAM. The Provider Finder tool is located under the Doctors & Hospitals tab.
- Know the name of your plan and choose it from the dropdown box "Select network type".
- Continue to search until you find a doctor who meets your needs and is accepting new patients.
- Check your Benefit Booklet for your Network Type
- Make sure you are searching within your network
- Enter as much information as you know
- Use filters to help narrow your search
You must have a primary care physician assigned. If you don't select your own, we will assign one to you.
No, you do not need a referral. However, if the specialist is not in your plan's network, in most cases, you may have to pay for services which are considered out-of-network.
Yes, if your current doctor is a part of the HMO’s network. If your doctor is not in the network, you will need to select a new primary care physician (PCP). To make sure a provider is in the HMO network, search Provider Finder®, our online directory.
In an emergency, go directly to the nearest hospital. For non-emergencies, some HMO plans allow you to get health care services from a Blue Cross and Blue Shield - affiliated doctor or hospital when you are traveling outside of New Mexico. If you aren't sure, contact customer service at the number on the back of your member ID card before you go. And always remember to carry your current BCBSNM member ID card. It contains helpful information for accessing health care at home or away.
If you or a covered family member will be temporarily living outside of New Mexico for 90 days or more, you may be eligible for guest membership in a Blue Cross and Blue Shield-affiliated HMO. In some circumstances, moving can also qualify you to be able to enroll in a new plan in your new location. You can call the customer service number on the back of your ID card to find out if your plan covers you when living outside New Mexico and to discuss all your options.
We'll work with you to provide coverage for the most appropriate care for your medical situation, especially if you are pregnant or receiving treatment for a serious illness. You may still be able to see your current provider for a brief time. Call us at the customer service number on the back of your BCBSNM ID card for more information.
If you are already seeing a specialist for your condition, make sure your doctor is in your plan's network. If the doctor is not in your plan's network, you will pay more in most cases. Also make sure your specialist uses providers and facilities in your plan's network when sending you for other services or hospitalization. If you have any questions, please call us at the customer service number on the back of your BCBSNM ID card. If you are looking for a doctor for your chronic condition, you can use the Provider Finder tool. Click on "Network Type" at the top and select the name of your HMO plan to see a list of doctors and hospitals in your plan's network.
Your BCBSNM HMO benefits also cover prescription drugs. Not all drugs are covered. You can visit our website to view the list of prescriptions your plan covers. This list is called a preferred drug list. To look for your medicines, you will need to know:
- The medicine's exact name
- The dose you take
- How many pills your doctor often prescribes for you
While costs can vary depending on your benefit plan, you usually pay less for generic drugs and more for brand name drugs. Your plan may cover some of the costs of drugs not on your preferred drug list. You can learn more by looking in your benefit book, or calling the customer service number on the back of your ID card.
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* BCBSNM has contracted with a third-party vendor, Alacriti Payments, LLC, to process your ACH/electronic check payment. In order to process this payment, you will be redirected to Alacriti's secure payment site, OrbiPay. If you have any problems with your payment, please contact BCBSNM customer service at 800-538-8833.