Blue Cross and Blue Shield of North Carolina has faced a slew of problems relating to enrollment and customer service, reports the Charlotte Observer.

According to the Observer, the North Carolina Department of Justice has contacted the insurer, asking for an account of the issues affecting beneficiaries and how it plans to address them.

Internal documents obtained by the Observer show that the company was aware of enrollment problems and planned to address them this month. Some consumers have been unable to determine whether they have insurance coverage—or unable to pay for their policies. Many of its customers received ID cards in January, long after they should have received them. Becker’s reported that up to 25,000 people were enrolled in the wrong plans. 

“Ninety-four percent of our individual customers were enrolled timely and accurately,” BCBS North Carolina CEO Brad Wilson said in an email Friday Night. “We have admitted there (are) issues, most of which are caused by the complexities and inaccuracies provided to us by the Federal Exchange, over which we have no control. Notwithstanding, we stand accountable for trying to fix these issues on behalf of our customers and we will continue to do so.”

The company said problems stemmed from human error with its claims processing and billing vendor TriZetto, as well as processing delays from the Medicare system.


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