Understanding My Health Plan

  • Take a minute to sign in or create your account today. You'll get everything you need to use your plan and save money on healthcare, including access to:

    • Prescription drug costs
    • A searchable list of doctors and clinics in your network
    • Secure email messaging with our customer service team
    • Personalized spending reports
    • Claims
    • Deductible tracking

    We know healthcare is complicated. You can find more information by topic or sign in for details about your specific plan.

  • To learn more about your plan benefits and services, refer to your plan information, Summary of Benefits and Coverage, your member booklet, or contact Customer Service.

    Medical

    Premera’s medical plans do not cover all health care expenses and include limitations and exclusions. Please sign in and refer to your benefit booklet to determine which services are covered and to what extent. The following is a partial list of services and supplies that are generally not covered. However, your plan may contain exceptions to this list based on state mandates, essential health benefits, or the plan design purchased.

    • All medical and hospital services not specifically covered in, or that are limited or excluded by your benefit plan, including costs of services before coverage begins and after coverage terminates
    • Cosmetic surgery, except as specifically described in your member benefit booklet
    • Custodial care
    • Experimental and investigational procedures, services, and drugs, Implantable drugs (non-contraceptive related), and certain injectable drugs, including injectable infertility drugs
    • Infertility services including donor egg retrieval, artificial insemination, and advanced reproductive technologies such as IVF, ZIFT, GIFT, ICSI, and other related services, unless specifically listed as covered in your plan documents
    • Non-medically necessary services or supplies
    • Radial keratotomy or related procedures
    • Reversal of sterilization
    • Services for the treatment of sexual dysfunction or inadequacies including therapy, supplies, or counseling
    • Special or private duty nursing
    To learn more about the costs you may have to pay, sign in and refer to your plan information, your benefit booklet, or contact Customer Service.

    View the summary of benefits and coverage.

    Premera wants to make sure you are getting the care you need. Annual check-ups can identify problems early, before they become more serious. Regular visits with your doctor also allow you to discuss any health concerns you may have including more complex health conditions you may have.

    You may seek specialty care and behavioral healthcare from in-network or out-of-network providers. Be sure to talk with your primary care provider about your preferences. Depending on your plan, you may need a referral from your primary care provider in order to access specialty care. Refer to your member benefit booklet for details.

    Participating in-network providers and facilities are listed in Find a Doctor. Sign in to see providers in your network. Certain nonemergency hospital and other medical services require preapproval from Premera. Contact us if you have difficulties finding a provider or have other questions.

    We design our provider networks carefully. You can learn more in our Network Design Criteria for Practitioners.

    Note: If you are enrolled in an EPO plan, in most cases you are only covered for services from in-network providers. Sign into your online account to use Find a Doctor or refer to your member benefit booklet for details.

    For eligible members, Premera provides a free service, My Advocate, to help schedule doctor visits. If you don’t have a primary care doctor, My Advocate can help you find one in your network.

    My Advocate—a program of Change Healthcare, which is an independent company—works with members on behalf of Premera Blue Cross.

    Members may seek specialty care and behavioral healthcare from in-network or out-of-network providers. Be sure to talk with your primary care provider about your preferences. Depending on your plan, you may need a referral from your primary care provider in order to access specialty care. Refer to your member benefit booklet for details.

    Sign in to find participating in-network providers and facilities with Find a Doctor. Certain nonemergency hospital and other medical services require  preapproval from Premera. Customer service can assist you with the directory or help you locate a practitioner or facility within a specific geographic area.

    Note: If you are enrolled on an EPO plan, in most cases you are only covered for services from in-network providers. Sign in to your online account and refer to your member benefit booklet for details.

    Did you know that the following tests and treatments are often not needed and may be harmful to your health?

    • Imaging tests for a headache or lower back pain,
    • EKG
    • Bone-density tests
    • Antibiotic treatment for sinusitis
    • Proton pump inhibitor (PPI) treatment for heartburn

    You have options if you need after office hours or emergency care. Sometimes it's hard to know what to choose, but there's a big difference in time and money.

    24-Hour NurseLine

    Call our FREE and CONFIDENTIAL 24-Hour NurseLine to speak with a registered nurse who will ask the right questions, listen to your concerns, and help you determine where and when to seek treatment. The NurseLine number is listed on the back of your ID card. Note: if there isn't a NurseLine number on your card your plan may not participate with the NurseLine service.

    Nonlife threatening

    Urgent care facilities provide quick, convenient care for health needs that aren’t life threatening but can’t wait until the next day or longer. They are open outside of regular business hours and are less expensive than emergency room care. To locate the nearest urgent care facility, use Find a Doctor (browse by category, then select Urgent Care or Walk-in Clinic).

    Conditions that can be dealt with in an urgent care facility:

    • ear infections
    • low fever or mild flu symptoms
    • minor rashes, cuts, bites and sprain

    Life threatening

    Call 911 or go to the emergency room if you are in severe pain or your condition is endangering your life. To locate the nearest ER, search using Find a Doctor.

    Examples of medical emergencies:

    • suspected heart attacks
    • strokes
    • broken bones
    When you are covered by Premera, your plan offers specific levels of healthcare benefits wherever you live or travel, across the country and worldwide. Refer to your benefit booklet for details.

    Premera members have access to a comprehensive, nationwide network of retail pharmacies and access to a convenient mail order pharmacy, Express Scripts Home Delivery. To find information about your drug benefits use the following links.

    Find a network pharmacy near you:

    View pharmaceutical management procedures (procedures that affect your drug coverage):

    View your drug list and see which drugs have limitations to prescribing or access:

    Learn how to obtain restricted pharmaceuticals:

  • Health plan information

  • The goal of the Utilization Management program is to promote the delivery of appropriate, effective and efficient medical care to our members. This includes medical services, medical equipment and pharmacy. If you have questions about the Utilization Management Program, contact Customer Service. Collect calls are also accepted by calling 425-918-4000. TTY and language assistance is available for callers with questions about Utilization Management. Our TTY number for deaf, hard-of-hearing members is 711.

    Premera and its delegates do not reward or pay our staff based on how members use healthcare services. We do not base their pay in any way on how or if they decide to approve or deny coverage. We do not reward or pay our staff to make decisions that cause members to use fewer healthcare services.

    We do review some healthcare services before members get them. These reviews help us decide if and how to cover those services. When we do a review, we look only at whether services meet medical criteria for your condition and whether your plan covers them.

    “We” includes Premera and any of its delegates, any people or organizations we hire to review requests.

    Premera is committed to assuring quality care for its members. Our Quality Program makes sure that the healthcare our members receive is evaluated, measured, improved, and communicated about. Premera’s Quality program is designed to improve members’ health and the quality and safety of care and service. The Quality Improvement Committee conducts a formal, system-wide quality assessment annually, which includes an annual program evaluation of the quality of its health services.

    Teams of doctors, pharmacists, and nurses review new drugs and medical services. The Medical Policy Committee reviews new technology and other medical or surgery services. The Pharmacy and Therapeutics Committee reviews new drugs and some therapies. These committees decide if a new drug or service will be covered. Their decisions are based on sound published medical studies. Their decisions help protect against the use of treatments that are not proven or not safe.

    The links below are to web sites on general health and safety information on health care services. The information stated on these sites has not been evaluated by Premera Blue Cross, and is provided only as general information. For complete information on the services covered by your health plan, please refer to your benefit booklet, and premera.com.

    Safety Information

    It's important to think about safety when you need health care. Communication with your doctor is perhaps the most important link to better care and health outcomes. These links provide useful tools to help you communicate with your doctor about care and medications.

    Medication list

    For a Medication List in English and Spanish and a variety of Tips and Tools related to medications, go to: http://www.safemedication.com

    10 questions to ask

    Asking questions is important to safe care! The Agency for Healthcare Research and Quality provides useful resources including The 10 Questions You Should Know

    Ask Me 3™

    The Ask Me 3™ is a program designed to promote communication between health care providers and patients in order to improve health outcomes. The program encourages patients to ask and understand the answers to three questions:

    1. What is my main problem?
    2. What do I need to do?
    3. Why is it important for me to do this?

    Learn more

    5 Steps to safer care

    A patient safety fact sheet tells what you can do to ensure safer health care, “Five Steps to Safer Health Care” is available from the Agency for Healthcare Research and Quality.

    To request certain records containing your personal information complete the request for Inspection of Records form. To share your personal records you can use the Information Release Form.
    Give someone permission to obtain and discuss your personal and health information, including sensitive information such as substance abuse, reproductive health, and mental health. You can also authorize members on your plan to see your sensitive information on Premera.com or ConnectYourCare (medical funding account).

    Personal Health Support

    Premera offers help to support to our members, their spouses/domestic partners, and dependents who are enrolled in a Premera plan and are diagnosed with a chronic condition such as asthma, coronary artery disease, heart failure, chronic obstructive pulmonary disease, diabetes, or depression. Personal Health Support encourages healthy lifestyle changes and helps develop self-management strategies for better health. This program is available at no cost to you.

    Tools and resources

    Participants have access to a personal health support team of registered nurses, certified dietitians, and licensed mental health professionals with expertise in chronic condition management. The program also includes:

    • Regular, pre-scheduled telephone sessions with a Personal Health Support clinician to develop a personal care strategy. These calls are meant to help monitor symptoms, better manage the health condition, promote regular exercise, and improve nutrition.
    • Educational materials, health monitoring tools, and newsletters developed for specific conditions
    • Help for understanding tests and prescription medications

    Participation is voluntary, and you can withdraw at any time.

    3 ways to join

    • Premera identifies you as someone who can benefit from the program, based on your previous claims and reaches out to you directly
    • Your doctor or another healthcare provider refers you to the program and Premera contacts you
    • You can call Premera at 888-742-1479 (711 TTY/TDD for the hearing impaired). 

    NOTE: For benefit and claims questions, either contact the Customer Service number on the back of your member ID card or sign in and send an email from your Secure Inbox.

    Guided Health Solution with MOBE®

    We understand your health challenges and goals are unique, so we offer eligible members a new program called MOBE, at no additional cost. MOBE provides guided health solutions and support to help you feel your best when facing challenging health situations. MOBE support can help members dealing with chronic conditions, pain, sleep issues, as well as reducing stress and anxiety, or optimizing medications.

    If you are eligible, you'll be matched with a MOBE Guide who works with you through one to-one phone calls and emails.

    Home-based care

    If you or a family member are enrolled in Landmark home-based care and you need to contact that company, call 877-260-7647.

    More information

    Diabetes

    Asthma

    COPD:

    Coronary Artery Disease (CAD) and Heart Failure

    Personal Health Support offers support to help you or a family member with serious health problems. With this service, a Personal Health Support services clinician will help you with any concerns you have with your health or care. This service is voluntary and free as part of your health plan.

    How to Make a Referral

    You can request participation in the Personal Health Support program for yourself or a family member at our dedicated number: 888-742-1479 (711 TTY/TDD).

    NOTE: For benefit and claims questions, please either contact the Customer Service number on the back of your insurance card or you may also email from your Secure Inbox.

    Make sure you’re covered

    Don’t be surprised by a bill you weren’t expecting

    Did you know that you may be required to get an approval for coverage from your health plan before you have a planned medical service or procedure? This is called a preapproval, and it helps you:

    • Find out if you’re covered by your benefits before you have your scheduled procedure
    • Save money and avoid extra costs
    • Get an estimate of your out-of-pocket costs before you get your service
    • Avoid unnecessary services

    Learn more about preapprovals

  • Your rights and resources

  • These are your rights as a health plan member.

    • You can easily get information about the organization, its services, its practitioners and providers.
    • You can easily get information about your member rights and responsibilities.
    • We will treat you with respect. We will recognize your dignity and right to privacy.
    • You can work with your healthcare provider to decide on treatments you need.
    • You can talk honestly about the treatments that are right for your conditions, regardless of cost or benefit coverage.
    • You can make complaints or appeals about us or the care or service we provide.
    • You can recommend changes to our member rights and responsibilities policy.
    • You can choose your healthcare providers.
    • We will keep things you tell us about your health plan claims and other related information private.
    • Your healthcare and healthcare coverage information will stay protected.
    • You can review and get copies of your personal information on file.
    • You can get screening and stabilization emergency services when and where you need them. You do not need prior authorization, regardless of cost or benefits coverage. This applies if severe pain, injury, or sudden illness convinces you that your health is at great risk.
    • You can continue to get care from your specialty provider for up to 90 days or until you complete your care. This applies if you are getting treatment for a chronic or disabling condition. It applies if you are in your second or third trimester of pregnancy. It applies when you involuntarily change your healthcare plan. It applies if your provider leaves the network for any reason other than cause.

    These are your responsibilities as a health plan member.

    • Give as much of the information as you can that Premera and its providers need in order to provide care.
    • Follow plans and instructions for care that you have agreed to with your providers.
    • Try to understand your health problems.
    • Work as much as possible with your healthcare providers to develop treatment goals you can agree on.
    • Try to keep healthy habits, such as exercising, not smoking, and eating a healthy diet.
    • Disclose relevant information. You must try to communicate clearly what you want and need.
    • Avoid knowingly spreading disease.
    • Understand your healthcare provider’s obligation to provide care equally and efficiently to other patients and the community.
    • Learn about your health plan coverage and options, including all covered benefits, limitations and exclusions, and rules about the use of information.
    • Understand how to appeal coverage decisions.
    • Show respect for other patients, health workers, and health plan employees.
    • Make a good-faith effort to meet financial obligations.
    • Follow the administrative and operational procedures of your health plan and healthcare providers.
    • Report wrongdoing and fraud.
    At Premera, we are committed to maintaining the confidentiality of your medical and financial information. The Notice of Privacy Practices informs you about how we may collect, use and disclose your personal information and your rights regarding that information.

    When you receive care from providers in the network, they will process your claims directly with us, so you don't need to handle any paperwork. However, if you receive care from a non-network provider, you may have to pay the provider for the service and then file a claim with us for reimbursement.

    To file a claim for reimbursement, simply follow these steps:

    • Complete and sign the form.
    • Staple an itemized bill from the provider for the covered service.
    • Mail your claim to the address shown on the form.

    Please see your Benefit Booklet for more details on filing claims.

    Request a claim review

    If you disagree with how a claim was paid—as described on your Explanation of Benefits (EOB)—you can request a review. We must receive your request to review a claim within 180 days after you receive your EOB. You can either call Customer Service or submit a written request. If you suspect that payments were made for services you didn't receive, call the Anti-Fraud Hotline at 800-848-0244.

    Submit a written request

    If you prefer, you can submit a written request so you can make a copy for your records. Along with your written request, include a copy of your EOB to identify details of the disputed claim and any other documents or information that may help resolve your claim to your satisfaction. After we receive your request, we'll send you detailed information about our appeals process, including the timeframes for each step of the process. Send your request to:

    Premera Blue Cross
    Attn: Claims
    P.O. Box 9105
    Seattle, WA 98111-9159

    Questions? Concerns?

    Contact Customer Service.

    Note: Some groups may have a different contact phone number. You can confirm your contact number on the back of your member ID card before calling. For more detailed information about your benefits, see your contract or Contact Us.

    To get language assistance, contact Customer Service.
    Our TDD/TTY number for deaf, hard-of-hearing, or speech-impaired members is 711.

    You can make complaints about:

    • The care or service we provide
    • The quality or availability of a healthcare service
    • The care or service you get from any providers in our network.

    You also have the right to appeal any action we take or decision we make about your coverage or services.

    Get additional information about how to file a complaint, appeal, or request an external review.

    Always carry your Premera member ID card and show it to physicians, other providers and pharmacists whenever you need care or prescriptions. Learn what each item on your ID card means.
    Learn what an Explanation of Benefits (EOB) is and how to read it.