National cyber attack update

Change Healthcare Update

We want to keep you informed about a February cyberattack on Change Healthcare, a major processor of healthcare transactions. This situation has impacted healthcare operations nationwide, including the services we provide to you. Change Healthcare processes 15 billion healthcare transactions annually and is involved in one in every three patient records. This event may affect the timely processing of insurance claims and reimbursements. However, please be assured that we are actively addressing these challenges to minimize the impact on your care and financial interactions.

While we did receive a substantial bulk of claim payments in March, we’ve encountered difficulties in applying payments towards claims due to limited access to Explanation of Benefits (EOBs) through the insurance portals. Despite these challenges, most plans (Aetna, Metlife, UHC) are maintaining payment processes through Electronic funds transfers (EFTs) or virtual credit cards. However, there is a notable delay with Guardian, which has reverted to issuing paper checks sent via mail, resulting in delays in accessing funds.

On a national level, The Department of Health and Human Services (HHS) is making efforts at all levels to ensure your data is protected and your healthcare services continue with minimal interruption. We advise being cautious of any unusual communications, such as unexpected calls requesting personal information, which could be a result of data compromise.

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