Insurance has no record??

My dr office sent my paperwork to BSBC FEP on 8/28. Dr office received a case number on 8/29. I called BSBC today; they have no record of my paperwork being received. I'm not in the system anywhere for a pre-certification. I have the case number, but they won't look it up. They tell me I can't do anything; it's all up to my dr's office. That makes no sense to me--BSBC obviously received the paperwork, hence the case number. Seems it would be up to BSBC to figure out where my paperwork is! Just venting . I am very upset about all this though.

If I were you I'd call back to BCBS and see if talking to another customer service person will get you more help. I've called a number of times to verify information and each time the person got more helpful than the previous person. Good luck!

Ok here goes..... BREATH.... and relax lol... I know this is really frustrating but, when you submit that information to your insurance company it does not go to customer service and they do not have an immediate record of it. It's reviewed logged into the computer ect... sometimes it take 3-4 days before theres record of it ready and available for customer service to check on. Now they could call that department but it sounds like there being difficult. It's no big deal though because regardless of whether they can tell you it's received or not if it's not in the system they dont have an answer and if you're dr said they submitted it most likely they did. So relax and just give it a few days, you'll have an answer soon I promise.

I think there has been plenty of time for them to receive it and get it into the system...if it was sent on August 28 and a case number given on August 29. I still think you should call again. You have to be proactive, as many members on this board will tell you.

Instead of asking if pre-cert is on file ask if the pre-auth is on file.  Pre-auth is what is done before the precert-  Pre-Authorization gives the ok to schedule surgery.  Pre-cert is done for the actual date you are admitted for your surgery.    Also get the preauth case # from your surgeons office  and give it to the rep you talk to.  Document every call you make with date/time/name of rep.   Used to work for Aetna, now I am working in a hospital setting. I am just starting this process too.  My surgeons office sent my info yesterday to BCBS of MO.  So now its a waiting game.   Good luck!  Hope this helped.  Kerri

Thank you to all of y'all for your responses. I talked with my doctor's office again; I have been approved for the surgery. I'm crossing my fingers that is the last issue I have with the insurance company! Thanks!  vicki