Premera Customer Care: Getting Fast, Accurate Help with Your Health Plan

Premera serves individuals, families, and employer groups primarily in Washington and Alaska. Because benefits, networks, and pharmacy vendors vary by plan and region, the fastest route to accurate answers is to use the contact information printed on your Premera member ID card. This ensures you reach the team that can see your exact benefits, network, prior authorization requirements, and claim history.

Have your member ID, group number, and any relevant claim or authorization numbers ready. If you’re calling about a bill, have a copy of the provider’s statement with the date of service and CPT/HCPCS codes. For pharmacy issues, keep your RxBIN, RxPCN, and RxGroup (shown on your ID card) handy. Calling during off-peak hours—typically 8:00–10:00 a.m. Pacific Time, Tuesday–Thursday—can reduce wait times.

How to Reach Premera Customer Care

The most direct support channel is the phone number on the back of your Premera ID card. Customer care teams are typically available Monday–Friday during business hours in your time zone; some lines extend to early evenings. If you use a TTY device or need relay assistance, dial 711 and ask the operator to connect you to the number on your card. Always request a call reference number before you hang up.

For non-urgent questions, secure messaging through your online account can be more efficient, especially when attachments are needed (for example, coordination of benefits forms or itemized bills). Written responses create a paper trail you can use later if you need to appeal a decision. You’ll usually get an acknowledgement within 1 business day and a full reply within a few days, depending on the complexity.

Online and Mobile Options

Register or sign in at www.premera.com to view benefits, deductible/out-of-pocket accumulators, digital ID cards, claim details, and Explanation of Benefits (EOBs). The site supports secure document uploads for claims inquiries, coordination of benefits (COB), and prior authorization information. Many members can also initiate PCP changes or request ID card reprints online.

The Premera mobile app (iOS and Android) provides on-the-go access to the same features, with push notifications for new EOBs or messages. Use the “Find Care” tool in your portal or app to see in-network doctors and facilities filtered by your specific network; this is the most reliable way to avoid out-of-network surprises, particularly for diagnostic imaging, behavioral health, and labs where networks may differ by service type.

Mail and In‑Person

Premera’s main campus is at 7001 220th St SW, Mountlake Terrace, WA 98043. This is not a walk-in service center; do not mail claims or documents here unless specifically instructed. Claims and appeals are processed at designated P.O. boxes listed on your ID card or plan documents; using the correct address speeds processing and prevents privacy issues.

If you must mail documents, send copies (not originals), include your member ID on every page, and consider using trackable mail. Keep a dated copy of anything you send. For urgent clinical appeals, use phone or secure upload first, then mail follow-up documentation if requested.

What Customer Care Can Do Immediately

Customer care can resolve many issues on the first contact, and when they can’t, they’ll open a case and give you a reference number and expected turnaround time. Turnaround depends on the request type and whether outside providers or pharmacy benefit managers are involved.

Below are common requests and typical outcomes. Timelines can vary by plan and state law; confirm specifics with your representative.

• Benefit and cost-share questions: real-time explanation of deductibles, copays, coinsurance, and out-of-pocket maximums based on your current accumulators.
• Provider in-network verification: confirmation while you’re on the line using the same source as the member portal; helpful for specialty services (anesthesia, pathology, radiology).
• ID card help: immediate digital card available via portal/app; replacement physical card typically arrives in 5–10 business days.
• Claims status: posting dates, payment/denial codes, and what’s needed (e.g., itemized bill, medical records, COB). Corrected claims are usually processed within 30 days after receipt.
• Prior authorization guidance: whether prior authorization is required, where to submit, and expected decision windows for standard and urgent requests.
• Coordination of benefits: update primary/secondary coverage to prevent automatic denials; changes typically reflect within 3–5 business days.
• Case management referrals: for complex conditions, high-cost medications, or recent hospitalizations; a nurse may reach out within 2–3 business days.

Solve Common Issues Faster

Use the steps below to shorten resolution time and minimize back-and-forth. Always document the date, time, and name of anyone you speak with and save screenshots or PDFs of any online submissions.

When a problem involves a provider or pharmacy, ask customer care to conference in the provider’s office. Three-way calls often resolve coding, network, or prior authorization questions on the spot, preventing rework.

• Prior authorization: Ask your provider to submit electronically with clinical notes before scheduling. Verify “authorization approved” and the authorization number matches the exact CPT/HCPCS codes and facility.
• Billing surprises: Request an itemized bill and CPT codes from the provider. Call Premera to check how each code adjudicated. If coded incorrectly (e.g., preventive vs. diagnostic), ask the provider to submit a corrected claim.
• Out-of-network charges: Before service, request an in-network option. If none exist within a reasonable distance or timeframe, ask customer care about a network gap exception and how to document it.
  
• Pharmacy denials: Confirm formulary status and utilization requirements (step therapy, quantity limits, prior auth). If clinically necessary, ask about exceptions and the prescriber’s supporting documentation.
• Coordination of benefits denials: Update other coverage details via your portal or by phone, then ask for automatic reprocessing of the affected claims once COB is updated.
• Behavioral health access: Use the portal’s in-network search filtered for your plan. If you cannot get an appointment within the plan’s access standards, ask for help locating an in-network provider or a gap exception.
• Cost estimates: Use the online estimator tied to your plan and location; confirm the facility and professional fees are both in network to avoid split billing.

Appeals, Grievances, and Your Rights

If a claim is denied or a service is not authorized, you have the right to appeal. In most commercial plans, you have up to 180 days from the date on the adverse benefit determination to file a first-level appeal. Urgent clinical appeals can be expedited, with decisions typically made within 72 hours when delay could seriously jeopardize your health.

Submit appeals through your online account when possible so you can attach supporting documentation (clinical notes, letters of medical necessity, itemized bills). You can also mail appeals to the address listed on your denial letter. If your internal appeal is denied, you may have the right to an external review under federal and state law. Washington members can learn more at insurance.wa.gov; Alaska members can visit commerce.alaska.gov/web/ins. Keep copies of all submissions and decision letters.

Travel and Out-of-Area Care (BlueCard)

Premera participates in the national BlueCard program, giving you access to Blue Cross Blue Shield providers across the U.S. and in many countries. Always show your Premera ID card to the provider; the “suitcase” logo signals BlueCard participation and helps route claims correctly.

For help finding providers away from home, call BlueCard Access at 1-800-810-BLUE (2583). For medical assistance outside the U.S., call Blue Cross Blue Shield Global Core at 1-804-673-1177 (collect). For emergencies, seek care immediately; you or a family member can contact Premera customer care once you are stable to coordinate follow-up and billing.

Premiums, Grace Periods, and COBRA

If you buy coverage directly or through the health insurance marketplace, you can usually pay premiums online via your premera.com account and set up autopay. Keep your email address current to receive billing notices and avoid lapses. If your plan is through an employer, premium questions are typically handled by your HR or benefits administrator.

Under the Affordable Care Act, most members receiving advance premium tax credits (APTC) have a 90-day grace period after the first month is paid; non-APTC individual plans typically have a 30-day grace period. During a grace period, claims may pend. For COBRA, contact your employer’s COBRA administrator directly; Premera cannot enroll you in COBRA without the administrator’s election notice.

Accessibility, Language Help, and Privacy

Premera provides free language assistance and interpreter services for customer care and clinical services. If you need TTY/TTD assistance, dial 711 and request connection to the number on your ID card. You can also ask for documents in large print or alternative formats.

To protect your privacy, customer care will verify your identity before discussing protected health information. If you want a family member or caregiver to speak on your behalf, ask about submitting an authorization (HIPAA release). Never email health information unless you are using a secure message within your online account.

When to Escalate

If a case is urgent or time-sensitive—for example, an inpatient admission or time-limited therapy—tell the representative and ask for an expedited review. Request a supervisor if you believe your issue is not being resolved appropriately or if promised call-backs do not occur within the stated timeframe.

For unresolved complaints after internal escalation, use the formal grievance process in your plan documents. If necessary after completing internal processes, you may contact your state regulator (Washington: insurance.wa.gov; Alaska: commerce.alaska.gov/web/ins) for assistance. Maintain a timeline of events, including dates, names, and reference numbers, to support your case.

Key links and references: Premera member portal at www.premera.com; BlueCard provider help at 1-800-810-BLUE (2583); global assistance at 1-804-673-1177 (collect); TTY users dial 711. For in-person mail only: Premera Blue Cross, 7001 220th St SW, Mountlake Terrace, WA 98043 (not a service center; use the addresses on your ID card for claims/appeals).

What is the 800 number for Premera?

Pharmacy (Express Scripts): 800-922-1557 • Member Support: 833-743-3224 • Member Support Espanol: 833-440-1635 • EAP: 888-881-5462 • Premera NurseLine: 800-242-2178 • Provider Recognition Program/GoldCard – Programs where Premera collaborates with contracted providers to manage utilization of selected medical services.

How do I contact Premera Washington?

Contact Us: Members of Premera Blue Cross in Washington

1. Premera Blue Cross. P.O. Box 91059.
2. Phone: Sales: 800-PLAN-ONE (800-752-6663)
3. TYY/TDD for the hearing impaired: 800-842-5357.
4. Mailing address: PO Box 327.
5. Street address: 7001 – 220th St.
6. Hours:
7. Premera Blue Cross.
8. Premera Blue Cross.

Is BCBS 24 hour customer service?

Customer Care Representatives are available 24 hours a day, 7 days a week.

Is Premera the same as Blue Cross Blue Shield?

Premera Blue Cross is a not-for-profit Blue Cross Blue Shield licensed healthcare company that offers health plans in Washington state and Alaska.