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Blue Cross CEO apologizes for wait times, enrollment errors

Posted January 10
Updated January 11

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— The chief executive of North Carolina’s largest health insurance company has apologized in writing to customers frustrated by long wait times on the company's customer service lines.

"Although less than 1 percent of our 3.8 million customers in North Carolina have been impacted, one is too many," wrote Brad Wilson.

Blue Cross Blue Shield of North Carolina bungled open enrollment by putting 25,000 customers in the wrong plans, and drafting more than 3,000 customers' bank accounts for the wrong amount. Spokesman Lew Borman told WRAL News that 2,600 of those accounts were back in balance by Sunday evening.

As customers tried to sort out the issues, some were on hold for hours, and the Blue Cross call center had volume of triple or more the usual, Wilson wrote.

Customers took to social media by mid-week to complain about billing problems, the company’s website and long wait times on the phone.

"I want all of our customers to know that we’re working around the clock to address the situation – bringing in more staff, expanding customer service hours and enhancing our website’s capacity," Wilson wrote.

Borman said the company would begin airing radio apologies on Monday.


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  • Greg Klayton Jan 11, 2016
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    What does Fox News have to do with this story? I didn't see them mentioned in the story.

  • Jacob Smith Jan 11, 2016
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    I think the point is that the ACA - as it is - will never work. It will not need to be repealed because unless it actually addresses the COST of medical care - particularly getting rid of the for-profit insurance company "middle man" the costs will continue to rise due to the increased risk.

    The only such plans that "work" in the world are socialized such that the govt. is the single payer and there is no profit motive.

    Obama, the dems, the repubs - none have the balls to do that as they lose their money pipelines through the lobbyists.

  • Corey Lipscomb Jan 11, 2016
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    so...Obamacare put 25,000 customers on wrong plans, and drafted money out of 3,000 bank accounts...the headline clearly states Blue Cross CEO apologizes for something that occurred internally at their company....If a tree falls in the woods and Fox News isn't there to cover it, does it make it Obama's fault too?

  • bigwilliejohnson4phun Jan 11, 2016

    Medicine is now a burecratice poblem not a soolution to our health. Obamacare just exacerbated the problem.