Why can't I see my EOB online?

Who is this for?

Michigan Health Insurance – Customer Service – How To

If you got an email saying your explanation of benefits statement is available online but you can't access it, take a look at these troubleshooting tips.

We're always trying to make managing health insurance easier for our members. Getting your explanation of benefits statement online through your account at bcbsm.com is a good example.

Sometimes, we can't make a process as easy for you as we'd like. We know it's frustrating when we send an email saying your EOB is ready, and then you can't see it. We want to help you try to figure out why.

If you still have problems after following these tips, please call the Customer Service number on the back of your enrollee ID card.

Your email says my online EOB is ready, but I don't see it

For most of our members, emails don't go out until after the EOBs are already loaded into our system. If you log in to your account at bcbsm.com and don't see your EOB, first make sure you're in the right account. 

Only subscribers can see EOBs. That's the person who signs and submits the health insurance application. A spouse on the same plan can log in with their own user ID and password, but they won't be able to see the EOB.

Your email doesn't tell me which EOB is ready to view

Do you use one email address for multiple plans? Because your privacy and security are very important to us, we don't put protected health information in email. That means we can't tell you which plan the EOB is for.

If you don't see the EOB listed under one plan online, try checking the other.

My EOB is listed, but it won't open when I click it

Try clearing your browser's cookies and temporary internet files, or cache. It's not hard to do. Here's how for the most common browsers.

Then try to open your EOB again.