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. However, Etactics has been able to successfully route some EDI services through alternative vendors.  Please see Etactics' important updates below.

United Healthcare Eligibility Payer ID 87726
Etactics has received an alert from Availity that they have connected directly to United Healthcare, circumventing Change Healthcare. Eligibility has been restored for this payer. 

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. 

Cigna Claims Payer ID 62308
Our test route for Cigna was successful. We will route all future and previously held claims for Cigna to a new route starting today. All held Cigna claims were sent via an alternate route today. 

Aetna Medicare Claims Payer ID 60054M

We have previously maintained a separate route for Aetna Medicare versus Aetna. We had not changed this route as routing through an alternative to Change Healthcare resulted in higher payer rejection rates. However, we believe that higher rejection rates temporarily are better than claims not being sent at all. 

Aetna Medicare has now been routed to an alternative to Change Healthcare. Please reach out to EDI Support if you have challenges with any payer rejections.

All held Aetna Medicare claims were sent via an alternative route today. 

Other Payer Claims

The following payers did not receive a claim acknowledgment from our alternate routes. Therefore, we will leave routing on for Change Healthcare and hold these claims until Change Healthcare has resumed operations, or until an alternate route can be identified:

• Medical Mutual (29076)
• UMR (39026)
• 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)

Claim Status

Etactics has re-routed claim status for the following payers successfully:

-CIGNA (62308)

-AETNA BETTER HEALTH TX MEDICAID CHIP (38692)

-Aetna Better Health of KY (128KY)

-VNS CHOICE Medicare (77073)

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.