Our customer service representatives are currently receiving twice as many phone calls as usual. As a result, the wait times that our members are experiencing when customer service are increasing as well.
We pride ourselves on delivering world class customer service and we are doing our best to help all our members as quickly as possible. If call volume is especially heavy and we aren’t able to help everyone at a certain time, you may hear a recorded message asking you to call back later.
One reason for the high call volume is the February 15, 2015 deadline to enroll in health insurance coverage for 2015. We expect the wait times to decrease after the deadline and we are doing everything we can to add more resources to help members during this time. We appreciate your patience.
Tips to reduce your wait time
Here are some tips to avoid waiting on hold when calling customer service:
- You can call the phone number listed on the back of your ID card. Our customer service phone line is answered Monday through Friday, from 8 a.m. to 4:30 p.m. Central time. We usually receive fewer calls in the early morning, so you can try then, if possible.
- When calling in if you have your ID card with you, enter it in on your phone’s keypad when prompted to help speed up your call.
- You can also use our Online Member Services tool on our website to ask your question, perform tasks like checking your claims, finding out what has been paid by insurance and updating your address.
Ryan Schuster is an editor in the Communications department at Blue Cross Blue Shield of North Dakota.