CareFirst customer service telephone number — an expert practical guide

Overview and where telephone numbers live

CareFirst BlueCross BlueShield is the regional health insurer serving Maryland, the District of Columbia and northern Virginia. CareFirst’s corporate headquarters is at 8401 Colesville Road, Silver Spring, MD 20910, and the official corporate website is https://www.carefirst.com. Because CareFirst operates multiple product lines (individual & family, employer group, Medicare Advantage, Medicaid/managed Medicaid and provider services), the correct customer-service telephone number depends on the exact plan and the state in which the member is enrolled.

For that reason, always use the number printed on the front of your member ID card or the “Contact Us” pages on CareFirst’s website. Those are authoritative for your plan and will route you to the right team (member services, Medicare, behavioral health, pharmacy, claims appeals, or provider relations). Phone numbers change over time and vary by product; the member ID card is the fastest way to guarantee you are calling the right line for your benefits and P.O. box for appeals or documentation.

How to locate the precise CareFirst customer service telephone number

Step 1: check the physical or digital member ID card. The usual placement is a prominent “Member Services” or “Customer Service” phone number on the front, and separate numbers for pharmacy/billing or behavioral health on the back. Step 2: sign into your account at https://www.carefirst.com and open the Contact/Support area—CareFirst shows plan-specific contact numbers once you select your product or log in with your member ID. Step 3: if you are a provider, use the Provider pages at https://www.carefirst.com/provider where provider-specific phone lines and portals (e.g., Availity or CareFirst provider portal) are listed.

If you do not have your ID card available, go to the website, click “Contact Us,” and choose the plan type (Individual & Family, Medicare, Medicaid, Employer, or Provider). The site also lists language assistance and TTY/TDD options for members who are deaf, hard of hearing, or prefer a language other than English. For time-sensitive issues (prior authorizations, emergency admissions, urgent appeals), the website frequently lists expedited phone lines and directions for fax or secure electronic submission.

What to prepare before calling (documents and data)

• Member ID number (from the ID card) and full name exactly as on the policy.
• Date of birth and the last four digits of social security number (if requested for verification).
• Provider name, NPI or Tax ID, phone number and the date(s) of service for the claim you are calling about.
• Claim number or Explanation of Benefits (EOB) document—keep a digital/photo copy to upload if requested.
• Authorization or referral numbers, prescription NDC or fill date (for pharmacy issues), and copies of medical records if appealing a denial.
• A preferred callback number, best times to reach you, and notes on any accommodation (interpreter, TTY).

Routing: which phone lines you will likely need

CareFirst separates customer-service functions: member services for eligibility and benefits; claims and appeals for denied claims; pharmacy help for prescription coverage and prior authorization; provider relations for billing disputes and credentialing; and specialized Medicare/Medicaid lines for government programs. If you call a general number without selecting the correct option, expect an automated menu that routes you—listen for options like “claims,” “billing,” “pharmacy,” “prior authorization,” or “appeals.”

Providers commonly use electronic portals (the CareFirst provider portal or third-party clearinghouses such as Availity) for faster responses on claims, eligibility, and remittances. If you are a provider, have the patient’s member ID, the claim/encounter number and your own practice NPI ready to speed resolution. For pharmacies, keep the prescription number and prescriber contact available.

Practical call strategy, typical wait times and escalation

Best practices: call early in the morning right when lines open (industry recommendation: 8:00 a.m. local time on weekdays) or mid-week; avoid lunchtime and late Friday afternoons. Typical hold times for regional health plans are often between 5 and 25 minutes for routine inquiries; during peak periods (open enrollment, severe weather events, major system changes) waits can extend to an hour or more. If you need urgent clinical assistance, ask to be transferred to a nurse line or clinical triage—many plans provide 24/7 clinical advice lines for urgent health concerns.

If you receive inconsistent answers or a denial you believe is incorrect, document the call (date/time, agent name/ID, and a call reference number). Ask for the internal appeal process and the mailing or secure-submission address for appeals (the back of your EOB also lists appeals instructions). If resolution isn’t achieved within the stated timeframe, escalate to a supervisor and, if necessary, to your state insurance commissioner (Maryland, DC or Virginia) or the Medicare Beneficiary Ombudsman for Medicare-related disputes.

Quick call script and escalation checklist

Sample script (concise and complete): “Hello, my name is [full name], DOB [MM/DD/YYYY], member ID [########]. I’m calling about [claim/denial/prescription/eligibility]. The claim/service was on [date]. The provider is [name], provider ID [NPI]. My desired outcome is [pay claim/issue corrected/appeal instructions]. Can you confirm the claim number, the reason for denial and the next steps to appeal?”

• Get the agent’s name and ID, and a reference/case number before ending the call.
• If unanswered or unsatisfactory, request a supervisor and note the promised follow-up date/time in writing.
• Use the secure member portal to upload documents and create a timestamped paper trail.

Is BCBS 24 hour customer service?

Customer Care Representatives are available 24 hours a day, 7 days a week.

What is CareFirst insurance called?

CareFirst BlueCross BlueShield Medicare Advantage is the shared business name of CareFirst Advantage, Inc., CareFirst Advantage PPO, Inc. and CareFirst Advantage DSNP, Inc. CareFirst BlueCross BlueShield Community Health Plan Maryland is the business name of CareFirst Community Partners, Inc.

How do I cancel my CareFirst insurance?

How do I cancel my CareFirst health insurance? To close your account, call CareFirst customer support at Toll Free: 866-758-6119.

What is the phone number for CareFirst provider service?

410-872-3500
Please call CareFirst Provider Information and Credentialing at 410-872-3500 or 877-269-9593. You can also reach out to your local Blue plan.

What is CareFirst PPO?

■ A network of over 47,000 CareFirst. Preferred Provider Organization (PPO) providers—primary care providers (PCP), nurse practitioners, specialists, hospitals, pharmacies, urgent care centers, convenience care clinics and diagnostic centers—in Maryland, Washington, D.C. and Northern Virginia.

How do I call CareFirst 24hr first help?

Call 800-535-9700 anytime, day or night.
The Nurse Advice Line provides support and guidance for any non-emergency situation. The service is personal, confidential and available at no cost.