BCBS CEO apologizes for slow customer service

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Monday, January 11, 2016
Blue Cross Blue Shield

Brad Wilson, the CEO of Blue Cross and Blue Shield of North Carolina, apologized for the company's slow customer service this week.

In a statement, he said, "I was able to speak personally to several customers and understand the hardship this has caused. Although less than 1% of our 3.8 million customers in North Carolina have been impacted, ONE is too many."

He said multiple factors contributed to the slow service, including changing deadlines during open enrollment for the Affordable Care Act and the company's transition to a new customer service system.

The insurance company is experiencing 400 to 500 percent more calls than last year, according to Wilson. He said on Monday they had 137,000 calls compared to their average of 20,000.

"I want all of our customers to know that we're working around the clock to address the situation - bringing in more staff, expanding customer service hours, and enhancing our website's capacity," writes Wilson.

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