Change Healthcare Incident Update 02/28/2024

Change Healthcare Incident Update 02/28/2024

Incident Description

Change Healthcare's services remain down due to a security incident which began on 02/21/2024. No meaningful updates have been shared by Change Healthcare since our most recent update. Please review previous alerts for more information regarding Change Healthcare specifically.

United Healthcare Claims Payer ID 87726
Etactics’ previous claims test to United Healthcare through Availity has not yet yielded a response, but is expected to soon. As soon as acknowledgement reports are received for these tests, Etactics will route all previous and new claims to United Healthcare via Availity. 

Other Payer Claims

The following payers unexpectedly provided reports back to Etactics via the new route after our previous announcement. Since we believe that this new route is valid, we have re-routed claims for the below payers:

  • Medical Mutual (29076)
  • UMR (39026)

The following payers still have not had a successful routing test and claims are being held:

  • Health Partners of MN (94267)

We have sent test claims for the following high volume payers to see if alternative routing would be successful:

  • Healthfirst (80141)
  • Molina Healthcare of Washington (38336)
  • Priority Health (38217)
  • Molina Healthcare of Ohio (20149)

Eligibility Payer Updates

In addition to the payers listed in previous announcements, the following payers have been successfully re-routed to alternative routes, so Eligibility requests can be processed successfully:

  • Meritain Health (41124)
  • Medicaid Tennessee - TENNCARE (MCDTN)
  • Ohana Health Plan - Wellcare of HI (WCOHP)
  • BCBSTX Medicaid STAR Kids (66001)

In addition to the payers listed in previous announcements, we have found that the following payers can only be routed via Change Healthcare for Eligibility; requests will return errors until connectivity is restored with them.

  • Aetna Senior Supplemental Insurance (AESSI)
  • Kaiser Foundation Health Plan of Southern CA Region (94134)
  • Molina Healthcare Of Michigan (38334)
  • Highmark BCBS DE Health Options (GHPHHO)
  • CHAMPVA/Spina Bifida/Children Of Women Vietnam Veterans (84146)
  • Veterans Affairs Community Care Network RGN 1,2,3 (VACCN)

Actions Needed by Customers

Submit claims as usual. Claims which would be routed to a payer via Change Healthcare will remain in a “Clearinghouse Accepted” status. When connectivity with Change Healthcare is restored, claims will be sent as usual. If alternative routing for a payer is found, these claims may update their status sooner. 

Etactics commits to confirming that claims are received by the next “hop” in the route to the payer. Etactics monitors and investigates claims that are not reported as received by the next entity in the route to the payer. 

Expect some eligibility payers and claim status payers to return an error. As Etactics investigates alternative routes, some payers may become available again. 

ERAs (AKA checks or remits) that route through Change Healthcare will be delayed until Change Healthcare restores connectivity. Please be aware of the delay and be sensitive to this issue when submitting missing ERA inquiries. 

Check your Global Alerts for updates to existing alerts and/or new alerts.

Our next planned update will be Friday, March 1st, unless there is meaningful messaging or updates from Change Healthcare



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