Issues with Blue Cross continue to grow

Published February 5, 2016

by Adam Owens, WRAL, February 4, 2016.

Hundreds of people are still having issues with Blue Cross Blue Shield of North Carolina five weeks into 2016. The problems are now impacting the state’s Department of Insurance.1

The Department of Insurance said it received more than 850 complaints in the last month, which is more than they’ve received in the previous four months.

With thousands of customers impacted, State Insurance Commissioner Wayne Goodwin said he plans to hold someone accountable.

“They have admitted they made a terrible mistake regarding the IT for this particular enrollment period, and perhaps other things that we will learn about as we go,” Goodwin said. “We are committed to getting to the bottom of this, and once things stabilize, we will be digging deep to find out what exactly caused it.”

Workers have been shifted to cover the larger than usual call volume. They say they are hearing about overbilling, problems verifying coverage and no ways to pay premiums.

April Giancola said she and her 6-year-old son signed up for the wrong Blue Cross Blue Shield insurance plan, but all she wants is to get it corrected.

“No one comes to the phone and it’s very frustrating,” Giancola said. “I have yet to talk to a live person.”

“We are working diligently to resolve these issue as quickly as possible in collaboration with the department. We are truly sorry for the difficulty that our customers are experiencing,” Blue Cross Blue Shield said Thursday in a statement.

Giancola said the only progress she’s made with the issue was contacting the department of insurance.

“We will be following the law and holding folks accountable who pursuant to the law and see where the facts take us,” Goodwin said.