The Blue Cross Blue Shield of Michigan virtual assistant, MIBlue, helps with questions about your coverage, claims, costs and plan.
The virtual assistant doesn't make decisions regarding benefits or coverage. Responses are generated by AI using member plan information, and the assistant is still learning and improving. Member questions and feedback help provide a better experience.
Learn more about MIBlue privacy and terms and conditions.
The virtual assistant isn't monitored for emergency situations and shouldn't be used to request emergency medical assistance.
If you're experiencing a medical emergency:
The virtual assistant uses artificial intelligence, or AI, technology to help answer questions based on the information available within your secure online Blue Cross member account and connected systems.
Responses are generated automatically and may not always be reviewed by a human before they are displayed.
AI-generated responses are intended to:
Some situations may require review or support from a Blue Cross customer service representative or other authorized support team.
The virtual assistant may access information available within your secure online Blue Cross member account to personalize responses and help complete requested tasks.
Your information is protected using Blue Cross privacy and security safeguards.
Certain interactions may be accessible to authorized support personnel or system administrators for operational, quality, security or support purposes. Please avoid sharing passwords, Social Security numbers or other unnecessary sensitive information through the virtual assistant.
Blue Cross uses privacy and security protections designed to safeguard your protected health information, also known as PHI, and personal information in accordance with applicable state and federal laws.
Conversations with the virtual assistant may be stored, monitored or reviewed for quality assurance, operational support, training, security monitoring and compliance purposes.
All retained chat logs containing PHI are encrypted in transit and at rest. They're also handled in compliance with the Blue Cross HITRUST CSF certified infrastructure and HIPAA Business Associate Agreements.
Chat data is strictly restricted to business-need access and is never used to train third-party public models. Conversations may also be retained according to Blue Cross record retention and privacy policies. Never share passwords or highly sensitive personal information beyond what's necessary to complete your request. To protect your privacy, chat sessions will automatically terminate after a period of inactivity. The chat data will not be added to your insurance records.
Visit our privacy policy for more information on our data practices.
The virtual assistant:
Coverage, benefits, claims and authorization decisions are governed by:
While Blue Cross strives to provide accurate and current information, in the event of any conflict or discrepancy between a virtual assistant response and your official plan documents, the official plan documents shall strictly govern and control. Responses provided by the virtual assistant are for informational purposes only and do not constitute coverage decision, a pre-authorization, a guarantee of payment or a binding confirmation of eligibility.
The virtual assistant may help explain benefits, claims, coverage information and plan details.
AI is not used to make decisions about your coverage, claims approval, eligibility, benefits or prior authorization. Official plan documents, provider contracts and applicable Blue Cross policies govern coverage decisions.
Blue Cross is committed to creating digital experiences that are accessible and understandable for all members. If you encounter any difficulties, contact us at:
Blue Cross Blue Shield of Michigan
Attn: Chief Legal Counsel
600 East Lafayette Blvd., MC 1925
Detroit, MI 48226
