Transparency in Coverage
The Affordable Care Act (ACA) requires issuers seeking certification of a health plan as a qualified health plan (QHP) to make accurate and timely disclosures of certain information to the Health Insurance Marketplace, the Secretary of HHS, and the state insurance commissioner, and make it available to the public.
Below is a summary of information related to policies that may impact your health plan. It is meant as a guide. The guide applies to both individual QHP and Federally-facilitated Small Business Health Options Program (FF-SHOP) products, unless otherwise noted. In the event there is a conflict between the guide and your contract, the terms and conditions of your contract will control. For detailed information please refer to your contract or benefit booklet (“contract”).
Out-of-network liability and balance billing
Services in BlueOptions and BlueSelect plans are either subject to an exclusive provider provision or preferred provider provision.
Services subject to an exclusive provider provision must be rendered by an exclusive provider, except for emergency services. If you do not go to an exclusive provider the service will not be covered and you will be responsible for the entire cost of the services.
For services subject to a preferred provider provision you can go to an in-network or out-of-network provider. If you go to an out-of-network provider you will have a higher cost share. Even if you're in an in-network setting and you are treated by an out-of-network provider, like anesthesiology or radiology, you could have higher costs. In addition our payment will be based on the allowed amount and may be less than the charge. You then may be balance billed for charges in excess of the allowed amount.
BlueCare, SimplyBlue and myBlue are HMO plans. This means that services are only covered when rendered by an in-network provider except for emergency services. If you receive services from an out-of-network provider you will be responsible for the entire cost of the service except in the case of emergency services. If you are enrolled in the myBlue plan you also must receive all services from your primary care physician (PCP) or receive a referral from your PCP to see another provider. If you do not obtain a referral you will be responsible for the entire cost of the service.
Regardless of what plan you have you should always verify if a provider is in-network prior to obtaining services to find out if the service will be covered and to find out how much of the cost you will have to pay.
You can check to see whether a provider is in-network by checking the provider directory at floridablue.com.
Enrollee claims submission
In-network providers have agreed to file claims directly with us. If for any reason a provider does not file a claim such as in the case of an out-of-network provider, it is your responsibility to file the claim. You must file your claim within 90 days of the date of service or as soon as possible. A claim will not be considered for payment if not received within one year of the date of service unless you are legally incapacitated.
We will need an itemized bill or invoice from the provider which includes the following information in order to process your claim:
- date of service;
- description of service including procedure codes;
- charged amount
- diagnosis including diagnosis codes;
- provider’s name and address;
- name of the person who received the service; and
- contract holder’s name and contract number as shown on the ID card.
If you visit an out-of-network pharmacy for emergency services or when authorized by us the full cost of the drug may be required at time of purchase. To be reimbursed, an itemized paid receipt must be submitted.
Claim forms may be found by clicking here and should be sent to the address found on the claim form. If you have any questions related to the forms please contact customer service at the number on the back of your ID card or 1-800-352-2583. Please send your claims to the following addresses:
P.O. Box 1798
Jacksonville, FL 32231-0014
Home Delivery pharmacy claims
Alliance Rx Walgreens Prime®
P.O. Box 660319
Dallas, TX 75266-0319
All other pharmacy claims:
Prime Therapeutics, LLC
P.O. Box 25136
Lehigh Valley, PA 18002-5136
Grace periods and claims pending policies during the grace period
If you are enrolled in an individual QHP and do not pay your premium on or before the due date, you are entitled to a grace period. The length of your grace period depends on whether or not you are receiving Advanced Payments of the Premium Tax Credit (APTC) as determined by the Marketplace.
If you receive an APTC your grace period is three months, as long as you have paid at least one full month’s premium. During the first month of your grace period, claims will be paid. During the second and third months of your grace period claims received may pend. If you do not pay your premium in full by the end of the grace period, your coverage will terminate the last day of the first month of the grace period. Any pended claims will be denied and you will be responsible for paying your doctors and other providers directly for the services you received.
If you do not receive APTC, your grace period is 31 days. If we do not receive your premium by the end of the grace period, coverage will terminate as of your premium due date. Any services you received during this grace period will then be denied and you will be responsible for paying your doctors and other providers directly for the services you received.
There is a 31-day grace period for plans offered on the FF-SHOP. The FF-SHOP will send a termination transaction to us after the 31-day grace period has elapsed. If within 30 days following the termination, an employer requests reinstatement and pays the premiums owed, the FF-SHOP must reinstate the previous coverage. For more information on how the FF-SHOP handles grace periods and premium payments visit healthcare.gov.
We perform reviews and audits to ensure claims are paid correctly. If a claim is incorrectly paid and not related to fraud, we may retroactively deny or adjust the claim in accordance with state and federal law.
To help prevent retroactive denials based on eligibility, always pay your premiums on time and ensure you have submitted all of the required documentation to the Marketplace, if applicable.
Enrollee recoupment of overpayments
Individual Policies: If you overpaid your premium amount we will refund you any overpayment. A credit will be applied to your account and it will be shown on your next bill. If you would prefer to receive a check instead of a credit you can contact us at the phone number on the back of your ID card.
FF-SHOP: Premium payments are all handled through the FF-SHOP. For more information go to healthcare.gov.
Medical necessity and prior authorization timeframes and enrollee responsibilities
Medically necessary describes care that is reasonable, necessary, and/or appropriate, based on evidence-based clinical standards of care. We review whether services are medically necessary to determine coverage, benefits or payment under the terms of your plan. If a service is not determined to be medically necessary it will not be covered and you will be responsible for the cost of those services. This determination is made only to determine if a service is covered under the terms of your plan and not for the purpose of recommending or providing medical care.
Prior authorization is a review performed to determine if certain services are eligible for payment under your plan before they are rendered or obtained.
You are responsible for obtaining required authorizations before services are rendered. Prior authorization is not required when emergency services are rendered for the treatment of an emergency medical condition.
In most cases in-network providers will request a prior authorization on your behalf. Out-of-network providers have not agreed to accept this responsibility. Therefore in all cases where a prior authorization is required you should verify that prior authorization has been approved BEFORE you receive services or supplies. If you do not receive a prior authorization the service may not be covered and you may be responsible for the entire cost of the service.
For all urgent services we will make our best efforts to provide notice of decision within 72 hours after receipt of the request unless additional information is required. For all other services we will make our best efforts to provide notice of decision within 15 days of receipt provided additional information is not required.
For a list of services that require prior authorization please refer to your contract. You can access a copy of your contract on your member account at www.floridablue.com or you can call the customer service number on your member ID card. For more information on prior authorizations click here.
Drug exceptions timeframes and enrollee responsibilities
You have the right to submit an exception request for drugs not covered on the formulary. There are two levels of exception requests. You may request an internal exception and if that is not approved you have the right to request an external exception from an independent review organization. Below is information on how to request both types of exceptions.
To request either a standard or expedited internal exception click here to complete and submit the exception application, or call the number on the back of your member ID card. After you complete the application please fax or mail it to:
Prime Therapeutics LLC Clinical Review Department
1305 Corporate Center Drive
Eagan, Minnesota 55121
For standard internal exception requests, we will notify you of our decision within 72 hours of receipt of the request. If approved, coverage of the excepted medication will be provided for the duration of the prescription, including refills, subject to the terms of your contract.
An expedited exception request may be requested based on exigent circumstances that exist when you are:
- suffering from a medical condition that may seriously jeopardize your life, health or ability to regain maximum function; or
- undergoing a current course of treatment using a medication that is not covered on our formulary.
We will notify you of our decision within 24 hours of receipt of an expedited request. If approved, coverage of the excepted medication will be provided for the duration of the exigency, subject to the terms of your contract.
You will be notified if your internal exception request is denied and provided with instructions on how to request an external exception review by an independent review organization (IRO). If a standard external exception request is denied, we will notify you of the decision within 72 hours of our receipt of the request. If an expedited external exception request is denied, we will notify you of the decision within 24 hours of our receipt of the request. If your request is approved by the IRO, coverage of the excepted medication will be provided for the duration of the prescription, subject to the terms of your contract.
Information on Explanation of Benefits (EOB)
All claim decisions will be sent to you in writing through your monthly member health statement. A member health statement is a summary of finalized health and pharmacy claims for the prior month. It shows how claims were processed and what amounts you may be responsible for paying.
Your member health statement may include the following information:
- Details of how your claim was processed including actions of payment, denial, or pending for further information.
- Specific reason(s) the claim was denied.
- Reference to specific contract provisions, internal rule, guideline, protocol, or other similar criterion that was relied upon in making the denial determination.
- Description of any additional information needed and why it’s necessary.
- Explanation of your appeal rights and the steps to take to have a denial reviewed.
- Description of the denial review procedures and time limits.
You can log into your member account to view your member health statements at floridablue.com.
Coordination of benefits (COB)
When you are covered by us and another plan COB determines which plan pays first. COB is designed to avoid duplication of payment. We will coordinate payment to the maximum extent allowed by law. The amount we pay is based on whether we are the primary or secondary payer. If we are primary, we will pay without regard to coverage under other plans. If we are not primary, our payment may be reduced so the total benefits under all plans will not exceed 100 percent of the total charge or allowed amount.
For more information on how COB works please refer to your contract. You can find a copy of your contract on your member account at floridablue.com.
FB MEM TIC 001 NF 032018