IBX Care Card frequently asked questions

You've got questions; we've got answers! Check out our FAQs for answers to common questions about your IBX Care Card.

What happens if I exceed my benefit allowance when shopping for OTC items?

If you exceed your benefit amount for an order, alternative payment will be required for the remaining balance due. Be sure to check your available spend amount by logging into OTCNetwork.com or by using the mobile app.

May I return items I purchased with my IBX Care Card?

Every participating retailer has their own return policy. Be sure to check the return policy at the store(s) where you shop before purchasing products. For the allowance to be added back to your IBX Care Card, returns must be made within the same quarter as the one in which the items were purchased. If the quarter has lapsed, items may be exchanged for other approved OTC items. Purchases made through Convey may not be returned.

What should I do if I lose my IBX Care Card?

If you happen to lose your IBX Care Card or it is stolen, call the number on the back of your Independence Blue Cross member ID card. You will receive your new card within 14 business days. The replacement card will have a new 19-digit code.

When shopping in-store, where do I check out with my IBX Care Card?

You can check out at the main store registers or the pharmacy register (if shopping at an independent pharmacy, please check out at the main register). You may also use self-checkout if available. During the checkout process, select credit if prompted as no pin is needed. Please note: Depending on the retailer you are shopping with, your purchase receipt may not include your IBX Care Card's remaining balance. Curbside pickup is not available with the card at this time.

My IBX Care Card did not work at the register. Can I be reimbursed for my purchase?

If you paid out of pocket for approved OTC items at a participating retailer due to an error with your IBX Care Card, please save your receipt. For information on how to submit for reimbursement, please call our Member Help Team at the number on the back of your member ID. No other reimbursement will be considered.

Why do I need to speak with my physician before I can order certain OTC items?

Dual-purpose items are medicines and products that can be used for either a medical condition or general health and well-being. In order to purchase these items under your plan, your physician must recommend them to you for a specific diagnosed condition. Please speak to and confirm with your physician before ordering these items. These items include, but are not limited to, vitamins and minerals, home monitoring and testing, and weight loss items.

When are the funds on my IBX Care Card replaced?

Your IBX Care Card allowance is reloaded quarterly (every three months) and will be available for use on the first day of each quarter. Please note: Your quarterly allowance may appear on OTCNetwork.com or on the mobile app prior to the first day of the new quarter. However, allowance amounts are available for use beginning on the first day of each quarter.

  • Quarter 1: January 1 - March 31
  • Quarter 2: April 1 - June 30
  • Quarter 3: July 1 - September 30
  • Quarter 4: October 1 - December 31

Does my unused balance roll over into the next quarter?

No. Be sure to spend your allowance each quarter as any unused balance will not roll over to the next quarter.

Can I place multiple orders during the same benefit term?

You can place as many orders as desired during a benefit period up to your allowance amount. Additionally, you can utilize your available funds across multiple channels, e.g., retail, online, and phone.

Where can I find my IBX Care Card balance?

Log in to OTCNetwork.com, look on the OTC mobile app, or call 1-833-552-4729 (TTY/TDD: 711) for your current balance.

Where can I shop for eligible OTC items?

You can shop in one of three ways:

Will there be changes to the eligible OTC products?

Yes. There may be changes throughout the year. For the most current listing of OTC products available for retail purchase, visit OTCNetwork.com. For the most current listing of OTC products available for home delivery, visit ConveyBenefits.com/IBX. Products and prices are accurate based on the date the catalog is published.

I received letters about my IBX Care Card purchases. What are these letters?

When you make a purchase using your IBX Care Card, you will receive a per-claim Explanation of Benefit (EOB) identifying each purchase or purchase attempt. And, in some cases, an Integrated Denial Notice (IDN) will accompany your per-claim EOB if at least one of your purchases was denied or partially approved. A partial approval occurs if you purchased products that cost more than the available card allowance and chose to pay the remaining balance out of pocket. If you have any questions on these materials, please contact our Member Help Team.

Website last updated: 12/14/2022

Notice of nondiscrimination

OTC Network®, OTC Network® mobile app, and Convey Health Solutions are provided by InComm PaymentsTM, an independent company.

Independence Blue Cross offers Medicare Advantage plans with a Medicare contract. Enrollment in Independence Medicare Advantage plans depends on contract renewal.

Independence Blue Cross offers products through its subsidiaries Independence Hospital Indemnity Plan, Keystone Health Plan East and QCC Insurance Company — independent licensees of the Blue Cross and Blue Shield Association.