We’re here for you. With headquarters in Rochester, NY, and offices in Syracuse, Elmira, Binghamton and Utica – your community is our community. Our employees are your neighbors. We’re all in this together. This page will be updated regularly with new information and resources to help you and your family through COVID-19.

You are not responsible for any charges from a Health Plan participating provider beyond your applicable deductible, copayment, or coinsurance, including any fees charged for PPE. If you have paid PPE charges to a Health Plan participating provider, you should contact the provider and obtain a refund. If you would like to submit a complaint to us about charges for PPE from a participating provider, please contact us toll-free:

• Commercial Group, Medicare, and Qualified Health Plan members, call 1-800-499-1275 
• Medicaid and Child Health Plus members, call 1-800-650-4359
• Essential Plan members, call 1-877-626-9298 

Physical barriers should never get in the way of human connections.  That’s why at Excellus BCBS, you have access to extra support for emotional well-being in several different ways:

• If you already have a therapist or mental health clinician:  Ask your provider in advance if they are equipped to conduct telehealth visits via telephone, e-mail or video chat.  Telehealth visits are covered at no charge beginning March 13, 2020.
• Our telemedicine partner, MDLive offers access to licensed therapists for video chat by appointment.  Telehealth visits are covered at no charge beginning March 13, 2020.
• Download the free Wellframe app to chat via text with a Excellus BCBS Health Coach or Nurse who can provide access to our team of behavioral health specialists for support and access to resources.
• Our 24/7 Nurse Line provides access to nurses available to speak with you whenever you need it.

You’re not alone. Excellus BCBS is here to support you when you need it most.

Free to all members, our nurses and health coaches are available to chat with you via text through the Wellframe app. Wellframe is also a helpful resource to manage conditions such as pre-diabetes, diabetes, obesity, and more.

• Connect with a dedicated nurse care manager
• Conveniently text with health care professionals when you need it
• Create a personalized health plan and track progress
• Receive daily tips, reminders, and videos on a host of different topics

Downloading the Wellframe app is simple and easy. Use Access Code Excellus when registering. For more information, log into your online account to get started.

Outside of this COVID-19 crisis, we know that access to care for routine health information is difficult to find right now. Because we’re focused on your health and well-being, our team of nurses, social workers, respiratory therapists and mental health coaches are here to support you.

24/7 Nurse Line: You can contact an Excellus BCBS nurse by phone anytime – 24 hours a day, seven days a week. Our specially trained registered nurses can provide support and education for members.

Ask a Nurse Today! Call 1-800-348-9786 (TDD/TTY 1-800-662-1220).

The 24/7 Nurse Call Line is a service provided to our members to support their relationship with their health care providers. The information provided is intended to help educate members, not to replace the advice of a medical professional. If you are experiencing severe symptoms such as sharp pains, fever, loss of bodily function control, vomiting or any other immediate medical concern, dial 911 or contact a physician directly.

Our pharmacy team has been closely monitoring the supply of medications that are available during the COVID-19 outbreak. We’re taking several actions to ensure our members have access to clinically appropriate medications.

• Waiving early medication refill limits on 30 or 90-day prescription maintenance medications (consistent with your benefit plan) during state of emergency.
• Obtain up to a 90-day supply of your medication at one time by using safe and easy home delivery. Your medications will be delivered right to your home.
• If you’re a Medicare member, get started with home delivery service.
• All other members, connect with a mail service pharmacy.

If you need assistance unrelated to health insurance, or you’re seeking ways to help others near you, try these sites to find resources in your area: 

• United Way
• 211 Services