Lumenos customer service phone numbers for the west have changed (on January 2, 2008).

Now California Lumenos members should call:

  • 866-837-4463 – CA Individual Lumenos
  • 866-837-4595 – CA Small Group members
  • Call center hours are
    • Monday – Friday, 8:30 a.m. to midnight Pacific time
    • Saturday, 9 a.m. to 1 p.m. Pacific time

How we’re telling members about the change

  • For members with effective dates before December 1, 2007, we’re sending new ID cards and a stuffer explaining the change
  • For new members with effective dates of December 1 through December 31, 2007, we sent a letter explaining that the customer service number on their ID card is effective January 2, 2008, and provided the correct number to call before January 2.
  • We sent a letter to Group Administrators explaining the change, and provided stuffers for them to give to their employees when they presented their ID cards.

Transitioning to the new numbers

If a member calls the old number, the call center team in Virginia will provide the correct number based on the caller’s state and contract type (individual, small group or large group).

Why the change?

  • Moving consumer-driven call centers to the local call centers is the first step toward better integrating consumer-driven business with regional sales and operations units.
  • Consumerism will be better incorporated into the call center culture, regardless of the products supported.
  • It will help create a more holistic environment for better communication.
  • It will help balance our resources and develop customer service associates who will know two call systems.