Below are frequently asked questions about ibxpress.com. Click on a topic below to view a list of related questions.
In most cases, PCP changes take effect the first day of the month after Independence Blue Cross (IBC) receives the request. This gives us time to notify the physician you have chosen and to send you your new card. You should receive your new ID card within a week. The card will be mailed to the address indicated on the View Profile page. Check this page to verify that your address is correct. If not, contact us through Customer Service.
When you change your PCP, your designated service sites may also change. Service sites are laboratories, radiology centers, physical therapy providers, and others who provide ancillary care.
Here’s what you should do:Federal privacy laws mandate that IBC limit subscriber access to their spousers’s claims and those of their dependent children under the age of 18. Any dependents over 18 (including spouses) over 18 should register to view their claims.
IBC strives to maintain the accuracy and reliability of information available through the website. We cannot guarantee that all claims will be found by using the search feature. Members should refer to their EOB statements and other communications from IBC for official claims benefit information.
Handicapped dependents under the age of 19 may be eligible for coverage under the member’s contract. Beyond age 19, a handicapped dependent may be eligible to remain on the parents’ contract provided he or she meets the following guidelines:
The process starts when you fill out an Application to Continue Coverage, located under the Forms tab, for a handicapped dependent child. A dependent who meets the qualifications will be eligible to remain on the contract indefinitely unless otherwise specified by IBC. Handicapped status is verified annually only when the contract is approved for one year. If there is a lifetime authorization, verification will not be required again.
IBC encourages you to take advantage of a healthy lifestyle. Click the Health & Wellness Programs tab to see the many discounts that our Health & Wellness programs provide for you. You may register for the Fitness Program* on the website by clicking the Health & Wellness Programs tab and selecting Fitness Program. Download the Fitness Reimbursement Form to request your reimbursement.
*The Fitness Program availability is dependent upon selected health plan. All programs may not be available to all members.
All online payments are processed through the automated clearing house (ACH). ACH processing works just like check processing at a bank, but because the funds are transmitted electronically, activity occurs in a timelier manner. You control the date on which payments are posted, and all transactions are handled via the Federal Reserve Bank.
A member’s dependents under the age of 19 are automatically eligible for coverage under the member’s contract. Dependents over age 19 may be eligible to continue their coverage under the member’s contract if the group offers coverage beyond age 19 and the group’s requirements have been met.
Many groups offer overage dependent coverage if:
Your group may or may not offer coverage for the situations described above. Dependent to Age 30 coverage and exclusions vary by state. For specific information concerning eligibility benefits, exclusions, and limitations, please refer to your benefits materials, contact your benefits administrator, or call an IBC Customer Service representative at the number on your ID card.
What if I forget my User ID? Contact Customer Service at 215-567-4002.
What if I forget my password? When you registered for the website, you were required to provide a hint. Click on the Forgot Your Password? link and follow the instructions for accessing the website. If you cannot remember the answer to your hint, please contact Customer Service at 215-567-4002.
How long will my password be valid? The password you select when you first register is valid for as long as you are an active member with IBC. Of course, you may change your password if necessary.
Is the website available 24/7? Yes. Occasionally, our site may be off-line for maintenance.
Open referrals are updated at the end of each business day. It takes approximately two business days from the time the referral is issued by your provider for it to appear online. However, your specialist can view your referral immediately if he or she has access to IBC’s secure provider portal. Please note that any referrals not submitted electronically may not be available online for up to five business days. Also note:
What steps does IBC take to maintain the security of my health information? IBC uses the latest Internet technology to ensure the security of this website. Please review our Privacy Policy for more detailed information.
How do I know that no one else can view my information after I log off? The only way to obtain your information within the website is with your user ID and password. We recommend you keep your user ID and password separate at all times. You are responsible for their confidentiality. If you suspect someone has improperly obtained your user ID and password, please contact IBC immediately at at 215-567-4002.
Will you give my email address or phone number to others? The email address you provide will be used only for activity regarding your IBC health plan. We will not sell or turn over your email address to any other unrelated organization without your permission unless the law requires us to do so.
Does the IBC website use cookies? Yes, the IBC website uses cookies to maintain session information. A session-only cookie (i.e., the cookie exists only for the duration of the session, rather than being written to disk and used again) is used to identify the user’s connection to the website. Without cookies enabled, the website will not function correctly.
Does the website have an automatic log-off feature? Yes, you will be logged off the site after 15 minutes of inactivity. If you are in the middle of a transaction, the transaction will not be completed. We strongly encourage you to always log off the website when you are away from your computer.
The dependent verification process is established by your employer group, which is defined in the negotiated contract. Most employers verify students either twice a year, in October and April, or annually at the end of the calendar year. For specific information concerning your employer’s verification process, please contact your benefits administrator.
The printable temporary insurance ID card is valid for a maximum of 10 days as long as the coverage is active at the time of service. You may print temporary ID cards for all members of your family.
To print a temporary ID card, click on the My Benefits tab, then click on Print Temporary ID Card on the left side of the screen. Choose the name of the member for whom you need a temporary ID card, and click on the Print Window icon in the upper right corner of the screen.
The welcome kit is a comprehensive explanation of your benefits and contains helpful information on how your plan works, your supplemental benefits, and preventive care services such as routine physical examinations, immunizations, and well-child care. If you are a new member or have a benefits change, you may have access to your welcome kit on or after your benefits effective date. You may also order a paper copy by calling 1-888-671-5279.
To view specific benefits information for you or a dependent, click on the appropriate name. If you have additional coverage under another member identification number, please get access to that account separately. Contracts with dental-only coverage will not be displayed for any member or dependent. If your online benefits information doesn’t match your current benefits, contact Customer Service at the telephone number on your identification card.