Part 1 – Member Services (continued) WORDS IN ITALICS ARE EXPLAINED IN PART 2. Page 4 deductible and out-of-pocket maximum amounts. It will also include contact information for the Blue Cross Blue Shield HMO Blue customer service office. While you are a member, you must show your ID card to your health care provider before you receive covered services. If you lose your ID card or it is stolen, you should contact the Blue Cross Blue Shield HMO Blue customer service office. They will send you a new card. Or, you can use the Blue Cross Blue Shield HMO Blue Web site to ask for a new ID card. To use the Blue Cross Blue Shield HMO Blue online member self service option, you must log on to www.bluecrossma.org. Just follow the steps to ask for a new ID card. How to Get Help for Questions Blue Cross Blue Shield HMO Blue can help you to understand the terms of your coverage in this health plan. They can also help you to resolve a problem or concern that you may have about your health care benefits. You can call or write to the Blue Cross Blue Shield HMO Blue customer service office. A Blue Cross Blue Shield HMO Blue customer service representative will work with you to resolve your problem or concern as quickly as possible. Blue Cross Blue Shield HMO Blue will keep a record of each inquiry you, or someone on your behalf, makes to Blue Cross Blue Shield HMO Blue. Blue Cross Blue Shield HMO Blue will keep these records, including the answers to each inquiry, for two years. These records may be reviewed by the Commissioner of Insurance and the Massachusetts Department of Public Health. If You Are Enrolled as a Group Member If you are enrolled in this health plan as a group member under a group contract, you can call Monday through Friday from 8:00 a.m. to 8:00 p.m. (Eastern Time). The toll free phone number to call is shown on your ID card. (For TTY, call 711.) Or, you can write to: Blue Cross Blue Shield of Massachusetts, Member Service, P.O. Box 9134, North Quincy, MA 02171-9134. If You Are Enrolled as an Individual Member If you enrolled in this health plan under an individual contract, you can call Monday through Friday from 8:00 a.m. to 6:00 p.m. (Eastern Time). The toll free phone number to call is shown on your ID card. (For TTY, call 711.) Or, you can write to: Blue Cross Blue Shield of Massachusetts, Member Service, P.O. Box 9140, North Quincy, MA 02171-9140. Discrimination Is Against the Law Blue Cross Blue Shield HMO Blue complies with applicable federal civil rights laws and does not discriminate on the basis of race; color; national origin; age; disability; sex; sexual orientation; or gender identity. Blue Cross Blue Shield HMO Blue does not exclude people or treat them differently because of race; color; national origin; age; disability; sex; sexual orientation; or gender identity. Blue Cross Blue Shield HMO Blue provides:  Free aids and services to people with disabilities to communicate effectively with Blue Cross Blue Shield HMO Blue. These aids and services may include qualified sign language interpreters and written information in other formats (such as in large print).  Free language services to people whose primary language is not English, such as qualified interpreters and information written in other languages. If you need these services, call the Blue Cross Blue Shield HMO Blue customer service office. The toll free phone number to call is shown on your ID card.