BP's Advocacy Service
BP’s Advocacy Service can help you resolve health plan access and claims issues as well as long-term disability (LTD) claim problems, should they ever arise. Completely voluntary and confidential, the Advocacy Service is available to employees and retirees enrolled in BP’s health plans administered through the BP Benefits Center. Advocacy can help with the following plans:
- medical (including prescription drugs, mental health/substance abuse and HMOs);
- dental (including DHMO);
- vision;
- spending accounts (dependent care and health care); and
- long-term disability (LTD).
The Advocacy team is an unbiased third party that will research your issue and work directly with the claims administrator to resolve it on your behalf. The advocates have many years of experience working in the health care and benefit claims industries and can help resolve common issues such as:
- you receive a collection notice for a claim that hasn’t been paid by your health plan, and you’re concerned because you believe the claims administrator hasn’t processed the claim correctly;
- your Explanation of Benefits indicates the claims administrator isn’t covering your doctor’s charges in excess of the plan’s reasonable and customary limits;
- you’re being denied pre-certification for medical care;
- your dentist recommends and performs a procedure, but your dental plan pays less than expected, claiming a lower-cost alternative would have worked just as well as the more expensive procedure; and
- CIGNA is denying your claim for LTD benefits although you think you qualify for benefits under the plan.
If after attempting to resolve your issue directly with the claims administrator, your issue remains unresolved, call the BP Benefits Center at 1-800-890-4100 and at the main menu say "BP Benefits Center" to initiate the Advocacy process.
If you contact the BP Benefits Center before talking to the claims administrator, you’ll be directed to contact the claims administrator, to make at least one initial attempt at resolution on your own. (Exceptions can be made for critical issues; for example, problems that arise while you’re in your doctor’s office or at a pharmacy.)
When you call the BP Benefits Center, you’ll need the:
- type of issue and a description of what is unresolved;
- name of the health care provider;
- date of service;
- amount of the claim in question; and
- health plan’s response to your initial call.
If you’re calling about an LTD issue, you may be asked to provide slightly different information. On rare occasions, it may be necessary to provide detailed diagnosis information. Should this information be necessary, it’s kept completely confidential.
Unless critical, the Benefits Center Representative will pass your issue on to the Advocacy team. An advocate will research your issue and contact you within two business days to follow up.