July 19, 2024 Update

On February 21, 2024, Change Healthcare experienced a cybersecurity incident after a ransomware group gained access to the network. Change Healthcare’s systems are still down.

As soon as we learned of this cybersecurity threat, we took immediate action to disconnect from all Change Healthcare applications.

We are working closely with Change Healthcare to understand the evolving situation so we can best serve our members and keep you informed.

Please note that this issue has not impacted the Jefferson Health Plans’ websites, the member portal or Jefferson Health Plans member coverage.

Who is Change Healthcare?

Change Healthcare is a third-party service provider that many health systems, providers, payors and health plans, including Jefferson Health Plans, use for certain services related to claims and eligibility. 

Is any personal information compromised?

Our privacy and security teams are working closely with Change Healthcare and government officials to understand any impact on member information.

If we learn of any issues, we will communicate directly with potentially impacted members to provide guidance and next steps.

What is impacted from the incident?

You may experience a temporary delay in any Explanation of Benefits (EOB) requests. We are working on an alternative solution and will provide EOBs as quickly as possible for members who need them.

The incident has also impacted our typical claims processing timeline including provider reimbursements.

What is the process for members to get reimbursed for out-of-pocket expenses?

If a claim for a prescription was paid out of pocket, please call Member Relations at the appropriate number below to request a member reimbursement form:

Individual and Family Plans: 1-833-422-4690 (TTY 1-877-454-8477)

Medicare: 1-833-477-4773 (TTY 1-877-454-8477)

Where can I find updates about this issue?

Check this webpage for up-to-date information. We will provide updates as more information becomes available.

If we learn of any issues that will directly impact our members, we will reach out with additional details.

Change Healthcare, as a national service vendor, is keeping its providers, payers and consumers informed. You can find Change Healthcare’s FAQ document on their website.

I still have questions. Who can I contact?

If you still have questions, please contact Member Relations by calling the appropriate number below:

Individual and Family Plans: 1-833-422-4690 (TTY 1-877-454-8477)

Medicare: 1-833-477-4773 (TTY 1-877-454-8477)