ALERT
Change Healthcare Updates
Updated 6/28/24
In February, we learned of a criminal cyberattack on Change Healthcare’s systems. Change Healthcare provides services to many in the healthcare industry, including providers, health plans, and Luminare Health.
On June 21, we received notice from Change Healthcare that they have not yet been able to determine the total number of members impacted or identify the specific clients or members affected by this incident.
Change Healthcare has offered to notify all impacted individuals and provide complimentary credit monitoring. They are also offering two years of free credit monitoring to anyone concerned that their protected health information may have been compromised.
Change Healthcare published a website with additional information that may be helpful to you.
We continue to diligently monitor this situation and will provide additional updates as information becomes available.
In February, we learned of a criminal cyberattack on Change Healthcare’s systems. Change Healthcare provides services to many in the healthcare industry, including providers, health plans, and Luminare Health.
On June 21, we received notice from Change Healthcare that they have not yet been able to determine the total number of members impacted or identify the specific clients or members affected by this incident.
Change Healthcare has offered to notify all impacted individuals and provide complimentary credit monitoring. They are also offering two years of free credit monitoring to anyone concerned that their protected health information may have been compromised.
Change Healthcare published a website with additional information that may be helpful to you.
We continue to diligently monitor this situation and will provide additional updates as information becomes available.
FAQs
Like other organizations in the industry, we experienced a disruption related to the receipt of claims. We continue to monitor the impact of the disruption to our clients.
Yes, we are exploring alternative solutions for waste and abuse services. We will provide additional information as it becomes available.
We utilize Change Healthcare as a claim's clearinghouse. Change Healthcare receives claim information from a provider or billing service, validates the claim, and electronically transmits the claim to us for adjudication. Change Healthcare also supports our pre-adjudication waste and abuse review and member and provider communications.
We are not being charged for any waste and abuse fees currently since we are not receiving waste and abuse claims from Optum.
The COBRA letters, except for the Initial Rights Notice, are generated out of the COBRA system (not Change Healthcare). For Initial Rights Notices, if we’re administering this service for COBRA clients, it’s: 1) not required if the information already exists in the SPD and 2) if the information isn’t included in the SPD, we have 90 days to issue the notice.
From a Claims perspective, the impact would be to all claims received via the Change Healthcare clearinghouse.
From a Claims perspective, the impact would be to all claims received via the Change Healthcare clearinghouse.
After Sunday, March 24, members can access Certificates of Creditable Coverage letters by following the steps below:
- Members log into the portal
- Members select the “About Me” tab from the top-level navigation.
- Members select the “Documents” menu option from the secondary level navigation.
- The Verification of Coverage letter is automatically listed.
- Members select “View” and the letter will launch in a separate browser tab
- Members can then use their browser’s “print” function or “save” function to print or save their document.
No, our systems are not impacted. The incident impacted Change Healthcare’s systems.
We don’t know how long it will take to restore service. As soon as we are notified by Change Healthcare that the issue is resolved, or they have a workaround, and once our security team has confirmed it is safe to resume normal transaction processing, we will notify you.
We are not aware of any information being compromised at Change Healthcare, but we are actively monitoring the situation and all connections with Change Healthcare continue to remain closed.
Currently, we are unaware of delays in access to care or authorization for care. Providers will need to call us directly or use the provider portal to get information about verifying member eligibility, benefits, or claim status until further notice.
New claims will not be received from Change Healthcare until our security team determines it safe to resume normal transaction processing. Claims received through routes other than Change Healthcare will continue to be processed as normal.
Members may call the number on the back of their ID card if they have questions. Due to this ongoing issue, members may experience higher than normal wait times.
Clients should reach out to their client manager with any questions.