Why is Blue Shield routing me to a third party? (US)

I just started a new job and got a Blue Shield PPO. I’ve had anthem for like a decade and I’ve always been able to see each claim, see my deductible, my EOB’s etc on their site.

I signed into the Blue Shield online portal expecting the same but it’s completely empty. Just my ID number, address, and links to find a doctor or contest a claim or something. There wasn’t even a number to call.

The only number on my card is for a really sketchy the third party customer service call center HNAS who can’t even locate my plan first of all, but who can only tell me the status of my claims or like explain what the terms in my plan mean. I don’t need help with those things.

I need to speak to a blue shield rep about my explanation of benefits and resolving claims issues. When I contact Blue Shield Claims, they basically said I’m“not allowed” to do this. What?

How is it possible that I’d have a plan where there’s no access to my EOB or claims or deductible info? And where I’m not even allowed to talk to my insurance company?