CASEBP and Excellus make it easy for you to understand and use your benefits. The answers to these frequently asked questions can get you started. Still having trouble? Contact CASEBP at casebp@oncboces.org or (607) 588-8917 or Excellus at 1-877-253-4797.

ID CARDS

Where can I get an ID card? You can access, view, print, and save your personalized ID card on your online Excellus account; Login | Members | Excellus BlueCross BlueShield (excellusbcbs.com).
How do I obtain a corrected ID card if there’s an error on it? You should contact your district’s assigned Benefits Administrator to have any information updated.

PLAN BENEFIT INFORMATION

Are telehealth and telemedicine services covered? Yes, telehealth and telemedicine services are covered. Please see your plan’s Schedule of Benefits for coverage amounts. Register for telehealth and telemedicine services through the following methods: your online Excellus account, Login | Members | Excellus BlueCross BlueShield (excellusbcbs.com); download the MDLive app; text EXCELLUS to 635483; or call 1-866-692-5045. Visit Telemedicine | Otsego Northern Catskills BOCES (oncboces.org) for more information.
How do I obtain a copy of my medical benefit information? You can access benefit information online by signing into your online Excellus account, Login | Members | Excellus BlueCross BlueShield (excellusbcbs.com), visiting Medical Coverage | Otsego Northern Catskills BOCES (oncboces.org), contacting your district’s Benefits Administrator, or CASEBP at casebp@oncboces.org.
Who is authorized to obtain benefit information and claim status on my medical policy? In accordance with the Health Insurance Portability and Accountability Act (HIPAA) we are required by law to maintain the privacy of our insured subscribers’ and their dependents’ protected health information. If you are an insured subscriber, the privacy law allows you to obtain benefit information and the claim status of all individuals insured under your medical policy under the age of 18 years. If individuals on your plan would like to authorize others to access benefit information, complete a Health Insurance Portability and Accountability Act (HIPAA) form for both CASEBP’s and Excellus’ records. Please return the CASEBP form using one of the following methods: email to casebp@oncboces.org; mail to CASEBP PO Box 383, Grand Gorge, NY 12434; or fax to 607-588-8916. Please return the Excellus form using one of the following methods: mail to Excellus Health Plan, PO Box 21146, Eagan, MN 55121; or fax to 315-671-7079. Forms can be found on Medical Coverage | Otsego Northern Catskills BOCES (oncboces.org).
How long is a child considered an eligible dependent? A child is considered an eligible dependent until their 26th birthday. Coverage will end at the end of the month when the child turns 26.
What do I need to do to make a change to my plan? Please contact your district’s Benefits Administrator for exact details on how to make a change to your plan. Please note certain changes are only during the scheduled open enrollment period.

MEDICAL PROVIDERS AND MEDICAL APPOINTMENTS

Can I see my doctor or am I required to choose one from the Excellus network? You are free to visit any doctor you choose. However, going to a participating provider will reduce your out-of-pocket costs.
How do I know if my doctor is part of the Excellus network? Search for your medical provider by signing into your online Excellus account, Login | Members | Excellus BlueCross BlueShield (excellusbcbs.com).
How much will I have to pay at the time of my appointment? You may be responsible for your deductible, co-payment, and/or coinsurance. However, some medical offices will not collect the deductible, co-payment, and/or coinsurance until after the insurance company has processed the claim. Contact your medical provider’s office to ask how their billing process works.
When should I go to an Urgent Care Center? When should I go to the Emergency Room? Click on the links below for helpful brochures to assist in determining which facility you should go to
- When To Go To An Urgent Care Center - You Need Care Now, What Should You Do
- Know Where to Get Care

CLAIMS, PAYMENTS, AND BENEFIT STATEMENTS

How do I submit a claim? Claims can be submitted by you or your provider. Network providers will submit the claim for you, and you will need to submit claims for services from out-of-network providers. You can submit claims, view claims and explanation of benefit (EOB) statements, and more on your online Excellus account, Login | Members | Excellus BlueCross BlueShield (excellusbcbs.com). Medical claims can be submitted electronically or via mail. To submit electronically, log in to your online Excellus account, click on “Claims,” click on “Submit Claims,” select “Medical or Vision Claims,” and follow the instructions provided. To submit via mail, complete the claim form and mail to: Excellus BCBS, PO Box 21146, Eagan, MN 55121. Claim forms can be found at Medical Coverage | Otsego Northern Catskills BOCES (oncboces.org).
Who submits the claim or prior authorization? If you go to a provider who is on the Excellus network, they will submit claims and prior authorizations for you. However, if you see a non-network provider, you’ll need to contact your medical office and ask if they will submit the claims or prior authorizations for you.
How much time do I have to submit a claim? We recommend that claims be submitted as soon as possible, as medical plans have a timely filing clause. Claims submitted after 15 months of the last date of treatment on the form will be denied due to failure to meet the timely filing requirements.
Will you send benefit payments to me or to the provider? If services are performed by an Excellus provider, benefits are automatically issued directly to the provider based on their contractual agreement. For non-network providers, benefits can be assigned to the insured member.
Do I need to get prior authorization for a procedure? Some services are subject to prior authorization. Your provider should contact Excellus to determine if prior authorization is required and to go through the approval process. Emergency services are not subject to prior authorization.
Why did you take the deductible, co-payment, and/or coinsurance again on my claim? I already paid it to the doctor’s office. In most cases we are not collecting the deductible, copayment, and/or coinsurance twice (once by us and once by the medical office). If the provider collected the deductible, copayment, and/or coinsurance from you, we note the deductible/copayment for our records and this is reflected on your EOB. Contact Excellus if you feel an error has been made on your EOB.
Why are you paying the doctor’s office? I already paid them. We pay according to how benefits are authorized on the claim form. If you visit a network provider, benefits will be assigned to them per their contractual agreement. Contact Excellus if you are being charged up front for the full amount of your services by a network provider.
Why did you pay me? Payment was supposed to go to the doctor’s office. We pay according to how benefits are authorized on the claim form. If you visit an out-of-network provider, benefits will be assigned to you. You can use these benefits to pay any balances owed to your provider. Contact Excellus if you have any questions.
I did not receive an Explanation of Benefits (EOB) for my claim. How do I get one? Explanation of Benefits can be found on your online Excellus account, Login | Members | Excellus BlueCross BlueShield (excellusbcbs.com). You will be able to view and/or print the statement as well as review the claim status.
I went to Bassett Hospital for a service that would normally require a deductible, but I was not charged anything. Should I expect a bill to come at a later date? Possibly; most services rendered by Bassett or AO Fox employed physicians, or at the facilities owned and operated by Bassett or AO Fox, will not have a deductible or coinsurance charged to the member. However, some durable medical equipment will be subject to the deductible and/or coinsurance. For more information or questions, please contact the CASEBP office.

Still having trouble?

CASEBP | Email: casebp@oncboces.org | Phone: (607) 588-8917

Excellus | Phone: 1-877-253-4797

Otsego Northern Catskills BOCES

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