Change Healthcare – latest updates

April 23, 2024

As you know, the Change Healthcare cyber incident continues to affect Cigna Healthcare, third party vendors we work with, and you – our health care provider partners – as we collectively rely on Change Healthcare to administer electronic services, including claim submissions, eligibility verification, and other administrative services. 

Latest updates

  • We appreciate that UnitedHealth Group has created a dedicated website to announce updates on the Change Healthcare cyber security incident. On this site, they have shared a restoration timeline for key products and capabilities, which currently indicates that certain services remain offline or are not fully restored.
  • Despite the progress Change Healthcare has made to restore certain services, Cigna Healthcare’s connection to Change Healthcare systems remains severed as they continue to work on fully fixing this issue and restoring their systems.
  • The Cigna Group has high standards for security from all vendors and will not reestablish connection with Change Healthcare services until proper validation of the security of Change Healthcare’s environment has been determined.
  • This validation will not take place by The Cigna Group until Change Healthcare communicates that they have securely and successfully restored all their impacted services.
  • Therefore, we cannot commit to a specific timeline right now for when Cigna Healthcare’s systems will be reconnected to Change Healthcare nor when digital transactions will start to flow through them again.
  • Once a clear restoration timeline with Change Healthcare has been established, we will communicate that directly with you as soon as possible.

Alternative ways to submit claims

As a reminder, we continue to encourage you to utilize the many alternative digital trading partners we offer to submit claims directly to Cigna Healthcare. Please know that we have been in direct contact with these vendors and are confident in their ability to support your digital transactional needs in a timely manner.

You can also continue to submit paper claims directly to us through typical claims addresses and can access Explanation of Payments (EOPs) and Direct Deposit Activity Reports (also known as remittance reports) on to reconcile payments for those claims.

Alternative options to check patient eligibility

Cigna Healthcare continues to offer two primary alternative options for you to check eligibility and benefits information for your patients with a Cigna Healthcare benefit plan:

Option one (online)

  • Commercial and Arizona Medicare Advantage providers | Verify patient eligibility and verify patient and plan detail information on
  • All other Medicare Advantage providers | Verify patient eligibility and verify patient and plan detail informationon the HSConnect Provider Portal.

Option two (automated phone)

  • Commercial providers
    • Call Cigna Healthcare Customer Service at 800.88Cigna (882.4462).
  • Arizona Medicare Advantage
    • Call Cigna Healthcare Arizona Customer Service at 800.627.7534.
  • Medicare Advantage providers
    • Call Cigna Healthcare Customer Service at 800.230.6138.

Please note that for our Third-Party Administrator accounts (e.g., Shared Administration Repricing and Payer Solutions), we encourage you to continue to verify eligibility by calling the number on the back of the patient’s ID card. This also includes Strategic Alliances members residing in Cigna Healthcare markets (e.g., HealthPartners, MVP, Priority Health, and THP).

We remain committed to keeping you updated as we learn more.

Thank you for the ongoing care you provide our customers.

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