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​​The provider network that is available to you under the terms of your plan is made up of independently contracted doctors, hospitals and other health care providers. The contracted providers in your network do not work for and are not part of BCBSIL. However, they do have agreements with BCBSIL that may help save you money for covered services.

​Your costs will vary depending on whether your provider is participating in the network. Go to our Find a Medical Doctor or Hospital page for help in finding in-network providers. You should check if your plan has out-of-network benefit coverage before scheduling a visit. You may have higher out of pocket costs if you receive services from an out-of-network provider. 

Depending on your health plan, your provider network may vary.  

• Learn more about PPO plans
• Learn more about HMO plans
• Learn more about POS plans

Sometimes, to receive benefits for certain services or prescription drugs, you or your provider must call BCBSIL before you receive treatment. This is known as prior authorization. It is also sometimes called preauthorization or preapproval. Note that this is different than getting a referral or a waiver to see a specialist. Sometimes, you may need to get a referral or a waiver to see a specialist and prior authorization to receive benefits for a service from that specialist. You can work with your provider on determining when you need each.

When you or your provider contact BCBSIL with a prior authorization request, we will ask for some information regarding the care or treatment that is proposed. This may include the following:

• Information about your medical condition
• The proposed treatment plan
• The estimated length of stay (if you are being admitted)

During the prior authorization process, BCBSIL or a company on our behalf reviews the requested service or medication to see if the service or medication is medically necessary.

"Medically Necessary" is defined in your benefit booklet and generally refers to health care services that:

• are effective at treating or managing a medical condition or symptom;
• are clinically appropriate in terms of type, frequency, extent, site of service, and duration; 
• follow generally accepted medical standards;
• are not considered experiental or investigational, except those described under your policy; and
• are not primarily for the convenience of you or your provider. 

The service or treatment must meet your plan's definition of medical necessity in order to be eligible for benefits under your plan. The prior authorization process is not a substitute for the medical advice of your health care provider. The final decision to receive any medical service or treatment is between you and your health care provider. Learn more about prior authorization.

If you are unsure which health care services or medications need prior authorization, you can call the Customer Service number listed on your BCBSIL member ID card.

Remember, even if a service or medication is authorized, if the provider is out of network, you will likely pay more out of pocket. Go to our Find a Medical Doctor or Hospital page to find a provider that is in your plan's network. Also, a determination that a service is authorized or medically necessary is not a guarantee of coverage. The applicable terms of your plan will control the benefits that you will receive.

For PPO members: Most PPO benefit plans require you or your provider to obtain benefit prior authorization for inpatient hospital admissions (acute care, inpatient rehab, etc.). In addition, many PPO benefit plans require prior authorization for services such as skilled nursing visits and home infusion therapy. Make sure to consult the terms of your plan. 

For HMO members: Your health plan does not have a prior-authorization process. Your primary care physician (PCP) helps coordinate your in-network care. If you are seeking care at a hospital or facility, any type of procedure, or care with a specialist, ask your PCP to ensure that you have received any needed referrals prior to seeking services. 

For Point of Service (POS) members: Each MyBlue Plus member must select a PCP who is responsible for managing all aspects of their care, including referrals to specialty care providers. Referrals are made to health care providers who participate in the MyBlue Plus network. Authorization for coverage under your benefit for services received from out-of-network providers is granted only when a participating provider is not otherwise available. If a participating provider must direct the patient to an out-of-network physician or professional provider, a referral must be approved by BCBSIL’s Utilization Management Department before the service is rendered.  

For all individual on-exchange members: If your or your provider's request for prior authorization is denied, you have the right to appeal the decision. However, you may be responsible for the cost of that service or drug. You can learn more about the appeals process in the Why Was Payment for the Service I Received Denied?  section. You can also refer to your benefits documents or call the Customer Service number listed on your BCBSIL member ID card.

There are services that do not require a prior authorization that may be subject to a post-service medical necessity review.

Recommended Clinical Reviews: There is an option to request a Recommended Clinical Review to determine if the service meets approved medical policy review criteria before services are provided to you. You can work with your provider to send a request for recommended clinical review. 

To determine if a Recommended Clinical Review is available for a specific service, visit our website for the Recommended Clinical Review list which is updated when new services are added or when services are removed.  You can also call the Customer Service number listed on your BCBSIL member ID card for more information.  

Some services may require prior authorization and may be subject to review for medical necesity. The time it usually takes BCBSIL to respond to your prior authorization request depends on a number of factors, including when we receive all necessary information, the type of service or medication being requested, if additional information is needed and applicable regulatory requirements.

The following information generally shows how quickly BCBSIL processes a prior authorization request and provides a response. Please note that these are estimated timelines once BCBSIL receives all necessary information, and that additional guidelines may apply that may alter the turnaround time within which BCBSIL is able to provide a response.

Illinois State Mandates Requirement: 

• Non-Urgent Care requested before you receive services or for services you are currently receiving that have extended past the initial benefit approval
  • We will issue a notification in 5 calendar days.

• Urgent Care* requested before you receive services 
  • We will make a decision as soon as possible and no later than 48 hours after we receive the request.

• Urgent Care* for inpatient services you are currently receiving and/or if you are hospitalized
  • If you request an extension of urgent care services, we will make a decision within 48 hours from request receipt. 

*Urgent care is considered treatment that, when delayed, in the opinion of a provider with knowledge of your medical condition, could:

1. seriously jeopardize your life or health or your ability to regain maximum function, or
2. subject you to severe pain that cannot be adequately managed.

If you and your provider are requesting authorization after you have already received services, BCBSIL will notify you or your provider with a coverage decision within 30 days of receiving your request.

In addition to the above, the following applies to all required prior authorizations:

• Prior authorization does not guarantee payment by your plan.  Even if a service or medication has been authorized, coverage or payment can still be affected for a variety of reasons. For example, you may have become ineligible or have different coverage as of the date of service.
• We may request additional information. BCBSIL may require more information from your provider or pharmacist during the prior authorization process. This could include a written explanation of the requested services, reasons for treatment, projected outcome, cost statements or other documents that could be helpful to decide on the medical necessity of the treatment.
• You should always confirm prior authoriation approval is obtained. Almost all health insurance and HMO health plans require prior authorization for certain services. When you stay in network, your provider may take care of this step for you, but you should always ask your provider to make sure. If you decide to see an out-of-network provider, you should always confirm that they obtained prior authorization. You may be responsible for additional amounts the out-of-network provider may charge you.  

If you or your provider don't get prior authorization for an out of network service that requires it, you may be responsible for a charge in addition to any other applicable deductibles, copayments or coinsurance. 

Whether you take medication to manage an ongoing health condition or you need a prescription for an illness, you will want to become familiar with your health care plan's drug list. The drug list is a list of covered drugs that are available to you as a BCBSIL member as part of your in-network benefits.   

Both brand and generic medications are included on the drug list. The drug list has different levels of coverage, which are called "tiers." Generally, if you choose a drug that is a lower tier, your out-of-pocket costs for a prescription drug will be less.

The drug list is not a substitute for the independent medical judgment of your health care provider. The final decision on what prescription drug is appropriate for you is between your health care provider and you.

You can view your drug list.  Be sure to choose the section that describes your plan. 

Note: Your pharmacy benefit includes coverage for many prescription drugs, although some exclusions may apply.  Check your plan materials for details.  

When You Can Request a Coverage Exception

If your medication is not on the drug list for your plan, you or your prescribing provider may consider requesting a coverage exception.

To request a coverage exception, your prescribing provider will need to send BCBSIL documentation. To begin this process, you or your provider should call the BCBSIL Customer Service number listed on your member ID card for more information.

You or your provider can also fill out and submit the Prescription Drug Coverage Exception form .  You will need to provide us with your provider's name and contact information as well as the name and, if known, the strength and quantity of the drug being requested. 

BCBSIL will let you or your provider know of the benefit coverage decision within 72 hours of receiving your request. If the coverage request is denied, BCBSIL will let you know why it was denied and may advise you of a covered alternative drug (if applicable). You can also appeal the benefit determination (see below for more information).

You may be eligible for an expedited review if:

• You take medication for a health condition and failure to get that medication may either pose a risk to your life or health or could keep you from regaining maximum function
• Your current drug therapy uses a non-covered drug

If your review is expedited, BCBSIL will usually let you and your provider know of the coverage decision within 24 hours of receiving your request. If the coverage request is denied, BCBSIL will let you know why it was denied and may advise you of a covered alternative drug (if applicable). You can also appeal the benefit determination.

How to Appeal a Drug Coverage Exception Determination

If your coverage exception is denied, you may request a Standard Appeal through BCBSIL verbally by calling the customer service number on your member ID card or by written request to:

Blue Cross and Blue Shield of Illinois
Claim Review Section
PO Box 660603
Dallas, TX 75266-0603
Fax: 1-888-235-2936

If you or your provider believe that your life or health could be threatened by waiting for a standard Appeal, an expedited Appeal can be requested by calling 1-800-458-6024 or by fax at 1-918-551-2011.

If a denial is upheld on an Appeal, your case may qualify for an external review with an Independent Review Organization (IRO). If your case qualifies for external review, an IRO will review your case, at no cost to you, and make a final decision. If your request qualities for an Expedited Appeal, an Independent Review Organization (IRO) may be requested at the same time as your Expedited Appeal, or instead of a Standard Appeal.  To ask for an external review, please complete the External Review form that was included with your denial.  If your policy follows the State process, you will submit the form to:

Illinois Department of Insurance
Office of Consumer Health Insurance
External Review Unit
320 W Washington Street
Springfield, IL 62767-0001

Contact the Illinois Department of Insurance External Review Request line at 1-877-850-4740. You may also email DOI.externalreview@illinois.gov or send a fax to 1-217-557-8495.

If you have any questions about requesting a coverage exception, call the BCBSIL Customer Service number listed on your member ID card.

Before you seek care, it is always best to confirm that your provider is in network in order to receive the highest level of your benefits. However, there are times when care you receive from an out-of-network provider may be covered, such as:

• Emergency care. If you experience a medical emergency and visit an out-of-network emergency room, you do not need approval from your plan first. Afterwards, your claim may be reviewed to ensure it meets the criteria for an emergency medical condition. Once approved, your services will be paid in accordance with the terms of your plan.  This aligns with the No Surprises Act (NSA).  
• Medically necessary services that are unavailable inside your network. If you need services or treatments not covered by the independently contracted providers or facilities in your plan's network, you can seek approval to go out of network for these services. To learn more, see the When Do I Need Benefit Approval for Medical Services? section above.
• Certain services for PPO and POS plan members. PPO and POS plans may cover medical services provided by out-of-network providers and hospitals, but you will likely pay for a greater portion of the cost. To learn more about these plan types, see the What Is a Provider Network? section. 

If you go out of network, you may still be responsible for the cost of your care over the allowed amount. The allowed amount is the maximum amount your plan will reimburse a provider or hospital for a given service. Providers who are part of your network have agreed to accept the allowed amount as full payment for covered services and will only bill you for any copays, coinsurance or deductibles under your health benefit plan.

However, when you see an out-of-network provider, if the provider charges more than the BCBS allowable amount, you can and will likely be responsible for paying the difference between the allowable amount and the billed charges, up to the provider's full billed charge. This is known as balance billing. (You will not be balance billed when you see an in network provider or when you receive certain emergency services.)

For example, if you are treated at an out-of-network hospital or provider and that provider charges $15,000 for an overnight stay and the allowed amount pursuant to the member’s benefits is $1,000, the provider may balance bill you for the remaining $14,000. This is in addition to your copay, coinsurance, deductible or other amounts you may have incurred pursuant to your benefits. In the alternative, when you utilize an in network provider, you are protected from balance billing by the terms of the provider's contract with BCBS, and you will only be responsible for your copay, coinsurance, and deductible. The law does however protect you from being balance billed in the following circumstances:

• When you receive emergency care from any provider (in or out-of-network)
• When medically necessary services are unavailable from a provider inside your network
• When you receive care in an in-network facility/hospital but are treated by an on-site provider who is an out-of-network provider
• When you receive emergency air ambulance services

Note: When you receive post-stabilization services after receiving emergency care from an out-of-network hospital or provider, you may be balance billed if you provide written notice and consent to continue receiving services from the out-of-network provider. 

To safeguard against balance billing, go to our Find a Medical Doctor or Hospital page to make sure that your provider is in network. You can also call the customer service number on your BCBSIL member ID card if you have any questions.

All covered services are subject to contract benefits, limitations and exclusions.

As of January 1, 2025, non-emergency or non-urgent care out of state and beyond the counties that border Illinois will not be considered a covered benefit under your PPO or POS plan.  Therefore, coverage for non-emergency or non-urgent care outside your plan’s service area or border counties will be available only if adequate care is not available in your plan’s service area.  Additionally, if a non-emergency service you need is not available in your plan’s service area, coverage may be available if you request and receive an approved waiver before receiving services. For additional information, click here.

When you visit a doctor or other health care provider, your provider will usually submit a claim to us on your behalf. However, if the provider fails to do so, you can submit the claim yourself. You are more likely to have to file your own claim if you get care from an out-of-network provider.

How to File a Claim

If you need to file a claim, you can download and print a medical health insurance claim form . You can also find this form through our Form Finder. You will find instructions on the form to help guide you.

Once you have filled out this form, mail it to the following address: 

Blue Cross and Blue Shield of Illinois
P.O. Box 660603
Dallas, TX 75266-0603

If you have any questions, you can also contact us at the Customer Service number listed on your ID card.  After you receive services, you have until the end of the following calendar year to submit a claim. In other words, you have until December 31, 2025, to submit a claim for services received during 2024.  Or if you purchased your plan in 2025, you have until December 31, 2026, to submit claims received this year.  

When submitting a claim, it's important to include a copy of the original bill issued by your health care provider. Be sure to make copies for your records as documents sent in with your claim cannot be returned to you. Basic information to have handy when preparing a claim form includes:

• Your provider’s name and address
• Date of service
• Type of service
• Dollar amounts charged by doctor or other health care provider for each service
• Patient name
• Member name
• Member identification number (found on your member ID card)

Follow these steps to avoid any delays in processing your claim:

• File your claim right away after receiving medical care. Waiting to file a claim may result in a denial of medical benefits.
• Give as much detail as you can. Including the original bill from your doctor or other health care provider helps. Be sure to make a copy for your records as any documents attached to your claim cannot be returned to you.
• If BCBSIL asks you for more information, please get back to us quickly.
• If signatures are needed, be sure to get the proper signatures before sending in your claim.

Check the Status of a Claim

You can check the status of a claim in one of the following ways:

• Visit the Claims Center by logging into your account.   
• Call the Customer Service number listed on your ID card.

If your claim has been denied, you can file an appeal to have it reviewed again. The appeals information is located with your Explanation of Benefits (EOB) and your insurance policy. For more information about EOBs, see below.

An Explanation of Benefits (EOB) is a document we share with you after we have processed claims received from you or your health care provider.  An EOB is not a bill, it explains the actions taken on the claim and provides information to help you understand the following:

• Fees billed by your doctor or other health care provider
• Date of service
• Billed services and procedures
• Amount covered and health plan responsibility
• Your total costs (if you haven't already paid) 
• Any amount not covered and the reason for denying payment along with the claims appeal process.

Remember to keep your EOBs in a safe place for future reference, in case questions come up later about your claim or your bill. 

Understanding Your Explanation of Benefits

Finally, your EOBs are available both as a paper copy and online. To sign up for paperless EOBs, you may do so at any time by signing into your account. 

Typically, when you receive medical services, your provider should bill your health plan (BCBSIL) before sending a bill to you. BCBSIL then reviews the services you received and determines which services are covered by your plan and the amount the provider is entitled to be reimbursed pursuant to the terms of their contract with BCBSIL. Occasionally, claims may be denied after you've received services. If the claim has already been paid, we may seek a refund from the providers and you may be responsible for the cost. This is also known as a retroactive denial and can happen for a variety of reasons, including:

• You are no longer covered by your plan or eligible for benefits, or you were not covered at the time that you received medical services. Your claims may be denied if you lose coverage after failing to pay your premium. For more information, see the What Happens if I Miss a Premium Payment? section.
• You have a plan that does not have out-of-network benefits and visited an out-of-network provider for non-emergency services.
• Another insurer or source should have been billed for your services before or in place of BCBSIL.

Note: This is not a complete list. For more information, please see your benefits booklet.

The following steps may help you to avoid having your claim denied:

• Verify your benefits by calling Customer Service at the phone number listed on your member ID card.
  
• Talk to your provider about BCBSIL's medical policy. You and your provider can access our medical policies online. These policies offer information about medical services that may have limitations based on published clinical research.

If a claim is denied, you may be responsible for the cost of the services received. However, you also have the right to submit an appeal. An appeal is a way to have that decision reviewed.

To get started, follow the directions listed on your Explanation of Benefits (EOB) under the Your Right to Appeal section.

You can also refer to your benefit plan materials by logging in to your account. Or, call the Customer Service number listed on your member ID card to learn more about the appeal process and plan benefits available to you.

In the case of one of the following events, you can recover premium payments you have already made to BCBSIL, also known as recoupment of overpayments.

• Through your right to examine the policy. You have 30 days after your policy is issued to review it. If, for any reason, you are not satisfied with your health care benefits, you may return your policy and your member ID card(s) to BCBSIL. This will void your coverage. BCBSIL will refund any premium you have paid, as long as you haven't had a claim paid under this policy and you request to return your policy before the end of the 30 days.
• If the policyholder passes away. BCBSIL will refund any premiums paid in advance for coverage, following the death of a plan's primary policyholder. You can request that the refund is issued to a different payee, including the deceased's estate.
• If you overpaid for your active policy.  BCBSIL will refund additional premium payments up until the end of the current month. For example, if you paid your premium in advance for the month of June, you can receive a refund up until the last day in May, and the premium payment will be due again for June. If a refund is not requested in May, the amounts prepaid will be applied to the June premium.
• If you ask to cancel your policy.  After you cancel your policy, BCBSIL will automatically refund any payments you have made for billing periods after your termination date. You do not need to request this refund.
• If you do not pay your premium and your policy is terminated. After your policy is terminated, BCBSIL will automatically refund any payments you have made for billing periods after your termination date. This would apply if you do not pay your premium on time and do not pay your outstanding notices by the end of grace period. (For more information on grace periods, please see the What Happens if I Miss a Premium Payment? section) You do not need to request this refund.

For more information and to begin the process to recover premium payments, please call us at the customer service number listed on your member ID card.

If you miss the due date for a premium payment, you have extra time to make that payment. This is known as the "grace period." During this time, your health care coverage will not be cancelled, although you may see some changes in your coverage, as outlined below.

The length of the additional time and the changes depend on whether you have a Marketplace plan with an Advanced Premium Tax Credit (tax credit).

For members with a tax credit: If your premium payment is past due, you have up to 3 months to pay your premium and to keep from losing your coverage. While you may get health care during those 3 months, it does not mean all your claims will be covered by your plan.

In particular, if you receive services in the 2nd and 3rd months of the grace period without paying your full premium, your claims will be pended. This means that no payments will be made to your provider until you pay your premium in full. 

If you do not pay your past-due premiums in full, you will lose your health care coverage. If this happens, your plan will not pay your medical bills and you could be responsible for paying the entire amount of your medical bills for care you received during the 2nd and 3rd months of the grace period.

During the grace period, BCBSIL will:

• Process claims for services received during the 1st month of the grace period and pend and not process claims for covered services received in the 2nd and 3rd months of the grace period. This means that no payments will be made to your provider until you pay your premium in full.
• Notify the Department of Health and Human Services of any non-payment.
• Notify providers that your claims may be denied for services provided during the 2nd and 3rd months of your grace period.

If you get behind on paying your premium, you must pay all past-due premiums before the end of the 3rd month that your payment is late. If the premiums are past due for more than 3 months, your plan coverage will be terminated and your plan will not pay any of your medical bills for services provided during your grace period. If your coverage is terminated, you will not be able to enroll in a new plan until the next open enrollment period unless you qualify for a Special Enrollment Period.

For members without a tax credit: After your premium payments are late, you must get your account current within 31 days of the payment due date. After 31 days, your policy will be cancelled. If you receive health care during this 31-day period, you may be responsible for paying the entire amount of your medical bills. You must pay all of your outstanding premiums to keep your coverage. If your coverage is cancelled, you will not be able to enroll in a new plan until the next open enrollment period unless you qualify for a Special Enrollment Period.

Prescription Drug Benefits and the Grace Period

Missing your premium payment also affects your prescription drug coverage.

For members with a tax credit: During the 1st month of the grace period, you may not see changes to your prescription drug coverage. During the 2nd and 3rd months of the grace period, your plan will not pay for your prescriptions and you will be responsible for the full discounted retail amount of your prescription until your premium is paid in full. Once you pay your premium and that payment is processed, your full prescription benefits will be restored. At this time, you can submit any claims for prescriptions you had filled during the grace period for reimbursement of the difference.

For members without a tax credit: Your prescription drug coverage during the grace period will depend on whether you have an HMO plan, POS plan, or a PPO plan.

If you have an HMO or POS, you may not see changes to your prescription drug coverage. However, if you do not pay your premium in full by the end of the 31-day grace period, your coverage will be cancelled.

If you have a PPO and you fail to pay your premium, your plan will not pay for your prescriptions. In addition, you are responsible for the full discounted retail amount of your prescription until your premium is paid in full. Once you pay your premium and that payment is processed, your full prescription benefits will be restored. At this time, you can submit any claims for prescriptions you had filled during the grace period for reimbursement of the difference.

If you have more than one insurance or HMO health plan, the section of your benefit booklet titled "Coordination of Benefits (COB)" will help explain how your claims are paid by each plan. For example, you and your spouse may be covered under each other's health care benefits plans. In this case, your plan is usually the primary plan for your claims. Your spouse's plan is usually primary for his or her claims.

In both cases, the primary plan will pay first. Afterward, the secondary plan may then pay an additional amount toward the claim, depending on its rules.

If you have dependent children covered under both your and your spouse's health care benefits plan, their primary plan will often be determined by your and your spouse's birthdays. The plan of the parent whose birthday (month and day) occurs first in the calendar year will be considered primary.

For more information about COB, refer to your benefit materials or call the Customer Service number listed on your member ID card.