Questions that Require Phone Support

The following questions are best answered by one of our Member Services experts.

Questions that Require Phone Support

Some questions are too specific or personal to be answered online. That’s when you need to talk to one of our experts.

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Member Services

  • How do I get immediate help with a change in my membership?
  • When will I get my new member ID cards?
  • How do I get proof of coverage or a letter of credible coverage?

Technical Help

  • How do I get help if I’m having technical issues with the website?
  • How do I get help if I’m having trouble registering for My Account?
  • How do I get help if I’m having trouble logging on to My Account?
  • How do I log in to My Account if my email and phone number aren’t on file or haven’t been verified?
  • How do I get help if I’m having trouble submitting forms or attachments?

Call Member Services using the phone number on the back of your ID card.

Call Technical Help

Phone: 877-526-8390
Hours: Monday–Friday, 8 a.m.–6 p.m. ET

Member Services

  • Can you help me understand how my insurance plan works?
  • How do I get assistance with complex benefits or specific benefit issues?
  • How do I get more information about a particular treatment/service I’m considering?
  • How do I find out if I need prior authorization for a procedure?
  • What’s the status of my prior authorization request?
  • How do I know how many visits I have remaining for a specific service (e.g., physical therapy)?
  • How do I know how much money I have remaining in my allowance for a specific service (e.g., infertility treatments)?

Member Services

  • Who do I talk to about billing issues?
  • What’s the status of my claim appeal?
  • Can you explain the denial code on my benefits claim?
  • Can you help me with a claim I think has been processed incorrectly?
  • Why is my claim being adjusted?
  • Why was my claim with my in-network doctor processed as out-of-network ?
  • Can you help me figure out how much I owe and to whom?
  • Can you help me update my Coordination of Benefits (COB)?
  • Can you help me with a routine visit that requires applied a cost share/patient liability?
  • What’s the status of my over-accumulation review?

Member Services

  • I can’t find a medical specialist for a specific issue. Can you help me?
  • I can’t find a mental health specialist for a specific issue. Can you help me?
  • Can you help me find an in-network doctor who doesn’t appear when using the Find a Doctor tool?
  • Do I need prior authorization for a procedure I’m considering?
  • Do I need a referral to see a specialist?
  • Can you tell me if a doctor who’s not listed as a pediatrician works with children?

Member Services

  • How can my healthcare plan help me save money?
  • Am I eligible for any non-medical discounts through CareFirst?