Change Healthcare Incident Update 03/06/2024

Change Healthcare Incident Update 03/06/2024

Incident Description

Change Healthcare's services remain down due to a security incident which began on 02/21/2024. See previous alerts for more details. 

Etactics is currently working with Change Healthcare’s parent company, Optum, to explore routing previous Change Healthcare traffic via Optum’s EDI connection. 

Payer Update Website
Etactics has published a page on our website which will display all payers and their respective lines of business that have been affected by the incident. This list includes payers that have been rerouted, payers that cannot be rerouted, and payers for whom we are still investigating an alternate route.

This dynamic list is posted here: https://etactics.com/change

Future global alerts will be used solely for general communication about the security incident. For information about our affected payers and alternative routes, please visit our website at https://etactics.com/change.

Claims Payer Updates

Etactics has been working closely with our vendor partners, and can confirm successful tests on the following high volume payers. All backlogged Clearinghouse Accepted claims have been sent for these payers.


  • Wellmed/AARP PIPA (WELM2)
  • Aetna Better Health of Ohio (50023)
  • UPMC Health Plan (23281)
  • The Health Plan of West Virginia (95677, UOVP, 34150)
  • SummaCare Health Plan (95202)
  • HAP/AHL/Curanet of MI (38224)
  • Molina Healthcare of Michigan (38334)
  • Aultcare (AULTC)
  • Community Care BHO (23282)
  • Presbyterian (05003)
  • Aetna Better Health of Virginia (128VA)


We are continuously working on identifying alternative routes for our smaller payers, and those claims are being sent out as those routes are discovered and tested.


We are currently not able to migrate the following large volume payers.

Tricare East (TREST, 68299) which replaced Tricare North (57106) & Tricare South (61125)


Eligibility Payer Updates


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

  • AVMED (59274)
  • Medicaid New Mexico (MCDNM) 

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

  • UHA Health (UHAHL)
  • Amerihealth Caritas Louisiana (LACARE)
  • 1199 National Benefit Fund (13162)
  • Boston Medical Center Health Plan Inc (13337)
  • Pacificsource Health Plans (93029)
  • Health First (15064)
  • Aetna Better Health of Florida (128FL)
  • Aetna Better Health of West Virginia (128WV)
  • Aetna Senior Supplemental Insurance (62118/AESSI)

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. Note: Global alerts after 3/6/2024 will be used solely for general communication about the security incident. For information about our affected payers and alternative routes, please visit our website at https://etactics.com/change.



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