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Business Profile

Insurance Companies

Blue Cross Blue Shield Federal Employee Program

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 67 total complaints in the last 3 years.
  • 18 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:06/20/2025

    Type:Customer Service Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I got married January ******. I have been trying to add my husband onto my health insurance since January ******* when I faxed all the information in to the postal service HRSS. The postal service forwarded the information to blue cross blue shield February 22. They sent the request to add my husband and to change my last name. Blue cross blue shield is claiming that they received the first page with mine name and my childrens name but not the second page containing my husbands name but they received the third page with my name change request. The post office has sent the request over multiple times since then with still no luck adding my husband. I have made multiple phone calls and nobody will help me. *** requested that supervisors call me back and they do not. I am paying for a family plan. I have medical bills coming in that are being denied because they say he is not covered. I also am required by immigration to hold health insurance on my husband and have to show proof. The post office shows that he is covered but blue cross blue shield will not add him.

  • Initial Complaint

    Date:04/13/2025

    Type:Sales and Advertising Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    As of January 2025, Blue Cross Blue Shield Federal Employee Program (my health insurance company) changed their coverage status for a prescription I had been on for a year prior, with zero notice to me. This took my out of pocket expense for the prescription from $25/month to near $700/month. I filed a Tier exception form that was approved, which brought my out of pocket cost down to 30% of their allotted coverage, but was still nearly $400/month. Each time I pick up this medication from the pharmacy, the price changes because of other insurance coverage changes I am repeatedly not notified about. I make calls to the insurance company every month, the pharmacy makes calls to them every month, and each time there's new information they have not notified me about. This is plain and simple price gauging and deliberate misinformation to their paying customer. It is not a coincidence that they did not notify me of their intent to change the coverage for this medication during the open enrollment period when I had the time and freedom to explore other plans. The fact that I found out about the coverage changes after open enrollment closed ensures that I have no other choice than to pay the outrageous out of pocket expenses for a necessary medication. The lack of communication between the insurance company and their paying consumer is deceitful. I do not pay the premiums to them so they can collect that money without providing the coverage I pay for.

  • Initial Complaint

    Date:02/04/2025

    Type:Delivery Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On 2/4/25 I received an email from Blue Cross and Blue Shield Service Benefit Plan ******************************** containing the following text, which pertains me setting three health goals for myself on 1/21/25 in order to earn a $40 incentive for each goal: "Time may have run out to complete this goal, but that doesnt mean you cant try again. We understand that life gets busy, and thats okay. We encourage you to revisit this goal and try again when youre ready." I logged into the system to log my health goals on 1/25/25 and 2/1/25 to answer questions related to my health goals. The system indicated that I did not answer all the questions the completion of my health goals for 1/28/25. I recall answering all questions 'yes' for 1/26-2/1 when I logged in on 2/1. There appears to be a technical problem with your system. Even if I missed the questions, this is a poorly-designed system if one is required to login weekly to answer questions. It appears to be designed to defraud customers from earning their $120 incentive for meeting their health goals.

  • Initial Complaint

    Date:01/23/2025

    Type:Sales and Advertising Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    The Blue Cross Blue Shield FEP Website & mobile app Two-factor authentication makes it impossible to reset password.This is unacceptable and needs changed and I'm sure this company is aware of this problem.

  • Initial Complaint

    Date:01/17/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I am a customer of *************************** plan. There is a Mail Pharmacy benefit with this plan that lists a particular medication can be received for $125 per month by mail as compared to $658 per month if picked up at a retail pharmacy. This info is posted on the *** Blue drug price comparison look up as of January 2025. However the affiliated ************* that ******** uses stopped mailing these medications in May 2024. Thus the FEp BLUE insurance is falsely advertising in its drug price look up page that this medication is available by mail under the standard plan when in fact it is not. I have verified this by phone with an *** Blue *** as well. ******** needs to contract with a mail pharmacy that will provide this mail price or update the online plan information accordingly.

  • Initial Complaint

    Date:01/17/2025

    Type:Customer Service Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I've called Member Svcs on multiple occasions and it always takes over 6 minutes to ever get to speak to someone who then requires you to repeat all of the information that you have just spent so much time entering thru the automated system.The **** are just doing their job, and I get that, but it is beyond frustrating when all you want to ask is a simple question...and the options for online self-help/assistance are so extremely limited.Not sure what if anything can be done but I wanted to go on record that it is a serious issue. For a number of people. i feel like it is almost intentional so that busy people who do not have time to answer repeated questions asked by an automated system and then answer them again to the person who finally answers will ultimately give up and potentially miss out on services and or needs that they are a hefty price for monthly.

  • Initial Complaint

    Date:01/12/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Formulary prescription changes were made for 2025, when we went to compare coverage to ensure my Wegovy prescription would be covered for the least out of pocket to me we find the ************* has a mail in pharmacy option where I would pay $125/3 month supply. We changed to the standard option to take advantage since it was better. Found out on January 12, 2025 that that is in fact incorrect, and I will be paying between $600-$800 out of pocket depending on pharmacy. The FepBlue website still (on Jan. 12, 2025) shows the $125/3 month pricing, but an agent told me this change happened over the spring/summer of 2024. I have tried calling to get an answer and voice my complaint but get in a loop of options to choose from and no person will pick up. What BCBS Federal did is incredibly shady and misleading. There is no indication anywhere that I would be paying $600-$800 out of pocket. We changed our coverage to take advantage of the $125/3 months and now finding that we wouldn't have had to switch coverage. Switching coverage for our family has added an additional $200/month payment to ********.

  • Initial Complaint

    Date:01/10/2025

    Type:Billing Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    This complaint for an insurance claim is for the birth of my child on ***********. BlueCross BlueShield FEP committed to accept my midwife's services as an in network provider, per an exception granted on 3/15/24. ******** was billed $10,000 by my provider, ******** has approved it but has yet to pay out the amount.8/12/24 I spoke with a **** FEP customer service *** regarding and was told the amount of $10,000 was approved and a check issued to my husband (the policy subscriber) was sent to our home address-we would be responsible for using the check to pay provider. 8/22, no check arrived, called BCBS FEP, was told a second check would be issued/sent. 8/13, no check arrived, called BCBS, was told a third check would be issued/sent. 8/30, fourth call to **** FEP, was told that my case would be escalated and I would be contacted as soon as the customer service *** had further information about the status of receiving a payment for the services billed. 10/04, called ******** to follow-up and was told ******** was in negotiation with my provider, even though a previous payment had been approved. 10/18, called BCBS FEP to follow-up again and was told payment was approved but currently in a "high dollar review" before check could be sent. 11/21, called BCBS FEP and was told payment was approved and waiting for Cash Disbursement to release/send check. 12/12, no word or check from BCBS FEP, called to follow-up and told there was no update about the status of the check. 12/17, BCBS FEP called me and said a check was sent on that day. 1/03/25, BCBS FEP called me to see if check arrived, it had not, they offered to reissue/send which I declined as this was ineffective in the past. 01/10/25, I still have not received the check from BCBS FEP.BCBS ******************** has somewhat tried to resolve the problem, but the company has not. It is clear to me a check has not actually been sent, as I regularly receive mail from **** FEP, including other checks for smaller amounts.

  • Initial Complaint

    Date:01/04/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I have always participated in the blue health assessment and daily habits program. You get $50 added to your wellness card and $120 added for completing 3 daily habits. I have gotten this every year. In previous years, it would take about 2 weeks to complete the daily habits. They changed it this year, so that it took 30 days. I logged in on the 31st day after logging in just 2 days earlier expecting to complete the daily habits and get the money. However, the system locked me out and wouldn't let me log in to complete it. I emailed customer service and received an email saying that I should start over, even though there wasn't enough time left in the year to complete it. I then called to speak to someone. I was told that if you don't log in for a week, you get locked out and have to start over. I explained that it had only been 3 days since I had logged in and had completed the program. I was told that there was nothing they could do by both the regular *** and her supervisor. Clearly, the change in the program is that they don't actually want to pay out the money when it is completed. They should just cancel the program if they are going to try this hard to not pay after completing the program.

  • Initial Complaint

    Date:01/02/2025

    Type:Order Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I received a two-page letter from my provider, **** TODAY 1/2/25 (can provide via email), two mailing days after it was dated 12/30/24, telling me that Wegovy weight loss drugs were not a preferred drug under my plan and would cost me $769 a MONTH! To me it was a bait and switch by **** and its prescription drug program CareMark, who based on my review of the *************** Act is required to notify subscribers of plan changes including benefits and premiums 60 days PRIOR to the change, which if done would have been prior to or during benefits open season which ran from 11/11/24-12/9/24 and would have given me ample time to determine IF I wanted to continue another year with **** as my provider and pay the outrageous price OR switch to another health plan that WOULD cover it. Instead **** dated and mailed the letter on 12/30/24, exactly three weeks to the day after open season ended (12/9/24) and been forced with no choice but to continue with them for another year and either go off this life changing medication because of costs or pay the outrageous price before open season in 2025 when I can review and change health care providers to one who may cover the cost. This is a classic example of unfair business practices as I was not given fair notice of the change before or during open season

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