Starting Oct. 1, 2025, when you need help navigating your health benefits, you’ll reach out directly to your health benefits administrator — BlueCross BlueShield or UMR, depending on your state of residence.
Not sure who your medical carrier is? Check out this map to find out.
If you’re enrolled in the Core, Standard, Plus, High Cost Coverage, PPO 80 or PPO 90 medical option, you’ll use the new care advisor phone number on the back of your new medical ID card.
Team members, spouses, domestic partners and dependents enrolled in the Core, Standard, Plus, High Cost Coverage, PPO 80 and PPO 90 medical options will now work directly with their health benefits administrator.
Note: If you’re enrolled in DFW ConnectedCare or an HMO, you’ll continue to contact your current support center
Your care advisor can help you manage your health, navigate the health care system and make the most of all the programs and resources American offers.
With your Care Advisor, you’ll receive personalized help with:
Your care advisor can answer questions such as:
Your care advisor may reach out to offer support with a new or chronic condition, or if you’ve had a recent inpatient stay.
They are bound by state and federal privacy laws to safeguard your information and use it only for the purposes for which it was disclosed.
Call your care advisor directly at 877-235-9258 when you need help navigating your health benefits. For more information on hours, please see details within your member portal.
Access the BCBS “Blue Access for Members” profile with your AA ID and password to send secure messages to your care advisor. (First-time users will need to register; after that you can sign on with your AA ID and password.)
Download the free BCBS mobile app from the Apple App Store or Google Play (Apple app | Android app). The app allows you to send secure messages to or call your care advisor, access your virtual ID card, or view your explanation of benefits (EOBs) or claims and bills.
Call your care advisor directly at 800-213-5755 when you need help navigating your health benefits. For more information on hours, please see details within your member portal.
Access the UMR member portal with your AA ID and password to send secure messages to your care advisor.
Download the free UMR mobile app from the Apple App Store or Google Play (Apple app | Android app ). The app allows you to send secure messages to or call your care advisor, access your virtual ID card, or view your explanation of benefits (EOBs) or claims and bills.
We are transitioning to a direct support model with our health benefits administrators — BlueCross BlueShield and UMR — to simplify the member experience. This change allows you to work directly with those that manage your claims, appeals, and prior authorizations. They will also assist with your care navigation, questions and support from the experts who manage the plan.
That depends on what state you reside in. Check this map to determine which carrier administers your medical option.
You’ll begin calling your new care navigator on Oct. 1, 2025. All support will be handled directly by BlueCross BlueShield or UMR. (If you’re enrolled in the DFW ConnectedCare or any HMO option, your benefits navigation support remains the same.)
We are implementing this change in October so that team members will receive support from their administrators during Annual Enrollment as well as afterward.
If you changed medical options after Sept. 1, 2025, you’ll only receive one ID card — the one with the updated care navigation phone number.
Regardless, you can always use your online/digital ID card option during the period you do not have an ID card.
No. Your medical history and ongoing care will not be affected. Your providers and carriers maintain your medical records and care continuity.
Yes. Your health information remains protected under HIPAA and other applicable privacy laws, regardless of the care navigation provider.
You’re receiving a new ID card to reflect the updated contact information for customer service for your health benefits administrator instead of Accolade’s customer service line.
New insurance cards will be mailed prior to Oct. 1. Most members should receive them in mid-September.
You should begin using your new card by Oct. 1. The old card will not reflect the correct contact information for customer service.
If you haven’t received your new card by the end of September, contact your health benefits administrator at one of the listed phone numbers above.
If you need additional ID cards for your covered spouse or dependents, you can request them by calling your health benefits administrator at one of the listed phone numbers above.
Although it is not necessary to inform your doctor of your new card, we highly recommended you provide them with your new ID card as it has the most updated contact information.
No. Your benefits and coverage remain the same, and your out-of-pocket costs will not change. Your new card only affects how you contact health benefits navigation and customer support.
You can contact BlueCross BlueShield or UMR using the member services number on your new insurance card or by logging into the BlueCross BlueShield or UMR member portals.
Yes, you’ll still be able to access BCBS and UMR portals through my.aa.com using your AA credentials. First-time users will need to register. After that, you can sign on with your AA ID and password.
No updates are needed if you already have access to your BCBS or UMR member portal. You can continue using your existing login credentials.
You will be able to contact Accolade at 833-FIND-WAY with any questions on historical information. For any chats or files you wish to save, log in to the Accolade app or portal prior to Oct. 1, 2025, and download the information.
Accolade will work to close as many tickets as possible prior to Oct 1, 2025. After Oct. 1, please reach out to your administrator with your health benefits questions.
You will be provided a new care advisor with BlueCross BlueShield or UMR, depending on your carrier, as you will no longer have access to your prior care advocate through Accolade.
