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Frequently Asked Questions

Below are frequently asked questions about your online account settings, billing and payment options (applies if you purchased your own plan), claims, appeals and grievances, coverage, doctors and other questions. Click on the questions that interest you for helpful answers:

Account Setting
How do I change my password in my online account?
How to I update my mailing address and email address online?
I don’t want to receive paper statements. How can I go paperless?

Billing & Bill Pay Options
I have a premium bill due. What are my options for paying my bill?
How do I pay my bills online?
How do I set up SurePay (automatic payments)?
I do not want paperless billing. How do I start receiving bills by mail?
I received a bill, even though I’ve already paid it. Why did that happen, and how can I notify BCBSAZ?
Why did I receive a past-due notice in the mail when I never received a first notice?

Claims, Appeals, Grievances & Requests
How long will it take for my claim(s) to process?
Why was my precertification or claims request denied?
How do I appeal a decision made by BCBSAZ?
How can I expedite decisions regarding my appeals and grievances request?

Coverage & Doctors
How do I locate a facility by specialty, such as behavioral health or other specialties?
Can I search for out-of-state doctors using the online Find a Doctor tool?
How can I determine cost estimates for procedures?
Do I qualify for Continuing Care from an out-of-network provider?

Other
Where do I go to take my Health Assessment?
Can I view my Health Savings account in my online account?

Account Setting

How do I change my password in my online account?
You can change your password from the link on Account Profile/My Account page in online member account.

How to I update my mailing address and email address online?
To update your mailing address, go to Account Profile/My Account page and click “Edit” under Member Information.

To update your email address or mobile phone number, go to Account Profile/My Account page and click the button “Update” under Communication Preferences. Here, you can also update your preferred way to receive documents, email subscriptions, and language preferences.

I don’t want to receive paper statements. How can I go paperless?
To go paperless, go to the Account Profile/My Account page and click “Update” under Communication Preferences. Under Preferred Way to Receive Documents select “Email” for each document. You will receive an email each time the documents are available online.

On your Communication Preferences page you can also choose email subscriptions, select specific health topics for your eNewsletter, and chose your language preference.

Billing & Bill Pay Options

I have a premium bill due. What are my options for paying my bill?
If you are not enrolled in SurePay (automatic payments), you have several options to pay your bill:

  • Online – How do I locate where to pay my bill online?
  • Mobile app – Use the AZBlue mobile app, available on Google Play™ (Android™ devices) and the App Store℠ (Apple® devices).
  • Automated phone system – Call (602) 864-4115, and select option “one” for members when prompted. When prompted, say “make a payment.”
  • Mail Use the envelope and payment slip we send you each month to pay with a check or money order.
  • In person – You can pay at any of our Member Services locations:
  • Phoenix Customer Service Office
    2444 W. Las Palmaritas Drive
    Phoenix, AZ 85021
  • Chandler Customer Service Office (no cash accepted)
    2121 W. Chandler Blvd., Suite 115
    Chandler, AZ 85224
  • Tucson Customer Service Office (no cash accepted)
    5285 E. Williams Circle, Suite 1000
    Tucson, AZ 85711
  • Flagstaff Customer Service Office (no cash accepted)
    1500 E. Cedar Ave., Suite 56
    Flagstaff, AZ 86004

How do I pay my bills online?
In your online account click on “Pay My Bill” choose “View and Pay Bill.” You can also find this link on the Account Profile/My Account page, under Billing Information.

You may make payments online by entering your bank account information, using a debit card or enrolling in SurePay (automatic payments). We don’t accept payment with credit cards.

How do I set up SurePay (automatic payments)?
In your online account click on “Pay My Bill”. On the Bill Pay page, click on “Set up SurePay (automatic payments),” select “Monthly Sure Pay Electronic Bank Draft” and follow the instructions to complete the process.

I do not want paperless billing. How do I start receiving bills by mail? From your online account homepage, go to Account Profile/My Account page and click on “Update” under Communication Preferences. Here, you can choose to receive bills via mail. You can change your preferences any time.

I received a bill, even though I’ve already paid it. Why did that happen, and how can I notify BCBSAZ?
BCBSAZ mails monthly bills to the address we have on file on the 10th of every month for the next month’s bill. For example, if your bill is due November 1st, we will mail you a bill for that month on October 10th. If you have already paid your bill, or you set up automatic payments, you don’t need to do anything. If you have questions about whether a payment has been received, please contact Member Services at (602) 864-4115 or 1 (800)-232-2345 ext. 4115.

Why did I receive a past-due notice in the mail when I never received a first notice?
BCBSAZ mails monthly bills on the 10th of every month for the next month’s bill. If we don’t receive a payment by due date, we send a past due reminder within two weeks. If you have questions about past due notices, please contact Member Services at (602) 864-4115 or 1 (800)-232-2345 ext., to confirm your account information is correct.

Claims, Appeals, Grievances & Requests

How long will it take for my claim(s) to process?
Within thirty (30) days of receiving a claim for services that have been received, we will send you an Explanation of Benefits which will show if the claim is being taken care of or a notice that we need more information to make a decision on your claim.

If we cannot make a decision on your claim within thirty (30) days, BCBSAZ may extend the processing time by fifteen (15) days. We will let you know within the first 30-days of the need for an extension, the expected decision date, and any additional information that may be needed for the decision. You or your provider will have at least forty-five (45) days to submit any requested information.

Refer to your Benefit Book for more information about Post-Service Claims, Pre-Service Claims, Concurrent Care Decisions, and Urgent Claims processing times. You can find your benefit book on Plan Benefits/My Benefits page.

Why was my precertification or claims request denied?
If a precertification or claim is denied in whole or in part, you will receive a notice letting you know and it will state the specific reason(s) for the decision.

How do I appeal a decision made by BCBSAZ?
To appeal a decision made by BCBSAZ, refer to the Appeal and Grievances Guidelines Process for more information.

How can I expedite decisions regarding my appeals and grievances request?
Decisions may be expedited if:

  • Services have not yet been received, and
  • When your provider certifies that your condition is urgent.
To request an expedite decision, refer to the Appeal and Grievances Guidelines Process for more information.
  

Coverage & Doctors

How do I locate a facility by specialty, such as behavioral health or other specialties?
You can search for providers or facilities by specialties in the “Find a Doctor” tool. Be sure to log in to your member account homepage, and click on “Find a Doctor”. This will ensure you are searching for providers in your plan’s network. Once you access the tool, simply start typing in the search field, and suggested results will appear as you type.

Can I search for out-of-state doctors using the online Find a Doctor tool?
Yes, once you accessed the tool, enter the city, state or zip code of the desired location that you want to search for doctors in your location. (This is okay for those with BlueCard, but if this is a HMO plan, they won’t have out of state coverage except for emergency and urgent care needs.)

How can I determine cost estimates for procedures?
Log in to your member account and use the “Find a Doctor” tool to search for in-network doctors, medical professionals, hospitals or facilities by specialty. Here you can also get estimates on healthcare costs for medical procedures by selecting “Costs for Procedures”. You can also find links on your member account homepage under “Healthcare Costs.”

Do I qualify for Continuing Care from an out-of-network provider?
You may be able to receive benefits at the in-network level for services provided by an out-of-network provider, under specific circumstances. Continuity of care benefits are subject to all other applicable provisions of your benefit plan. Refer to your benefit book for more information. You can find your benefit book on Plan Benefit/My Benefits page in your member online account.

Other

Where do I go to take my Health Assessment?
On your online member account homepage, click on “Health and Wellness” then click on the link “Try My BluePrint Now” under “Take Your Health Assessment”.

Can I view my Health Savings account in my online account?
If you have an HSA, FSA or HRA account with HealthEquity, you can access this account from “Access Your HealthEquity Account” link on your member homepage.