Change Healthcare (CHC) Cybersecurity Incident–<br />Information for Family Member Care Claims

Change Healthcare (CHC) Cybersecurity Incident–
Information for Family Member Care Claims

We are actively monitoring the impact of nationwide outages caused by a cybersecurity incident impacting Change Healthcare (CHC). VA took swift action to disconnect from all known systems with CHC, and the VA Cybersecurity Operations Center has confirmed no malicious activity or irregularities are present in VA systems.

NEW! You are now able to submit claims using the same VA Payer ID. Stable and secure alternative pathways are available for VA community providers to submit family member medical claims via electronic data interchange. If you have not submitted a claim for services due to this issue, please do. 

After you file your family member program claim you can also expect to see electronic remittance advice (835) files that explain claim payment information.

Civilian Health and Medical Program of the Department of Veterans Affairs (CHAMPVA) providers can verify eligibility and address billing inquiries by calling the CHAMPVA Contact Center.
Spina Bifida Health Care Benefits Program (SBHCBP) providers with billing inquiries about claims submitted to VA can contact the SBHCBP Contact Center.
For issues with provider vendorization and payment reissues, contact VA Financial Services Center.
More information for VA family member providers who submit claims to VA is also available at File a Claim for Family Member Care–Information for Providers.

CHAMPVA Contact Center: 800-733-8387
Monday–Friday 8:05 a.m.–7:30 p.m., ET

SBHCBP Contact Center: 888-820-1756
Monday–Friday, 8:05 a.m.–6:45 p.m. ET

VA Financial Services Center: 877-353-9791
Monday–Friday, 7:15 a.m.–4:15 a.m. CT

File a Claim for Family Member Care–Information for Providers

Community providers are encouraged to actively monitor their patient accounts and resubmit claims to VA if necessary.

Our highest priority is protecting the personal information of Veterans and beneficiaries, and ensuring no disruption to care and services provided to Veterans, their families, and caregivers. We will continue to monitor the situation and update you as more information becomes available.

Frequently Asked Questions about the Change HealthCare (CHC) Cybersecurity Incident

Has the incident with CHC impacted the ability to submit submit family member claims?

Community provider claims submitted to VA have been impacted as CHC is the clearinghouse for VA. The connection to CHC was severed once the incident was identified to protect beneficiary, and provider information. Community providers who had CHC as their clearinghouse may be additionally impacted.

Has VA identified an alternative to CHC?

VA has identified an alternative electronic submission process that is seamless to community providers. Providers can submit claims as they have been.

What happens with the claims I submitted before the connection with VA was severed and a workaround put in place?

Claim information stored by the respective clearinghouse are now being received by VA for processing through an alternate connection. Providers can send a claims status message for confirmation.

What if my clearinghouse did not store the claims information?

The claim will need to be resubmitted.

What should I do if CHC was my clearinghouse?

Community providers who have CHC as their clearinghouse are encouraged to visit the UnitedHealth Group Information on the Change Healthcare Cyber Response for further information.

Information on the Change Healthcare Cyber Response–UnitedHealth Group

Do I have to resubmit my claim if I submitted it through CHC?

Community providers who have CHC as their clearinghouse are encouraged to visit the UnitedHealth Group Information on the Change Healthcare Cyber Response for further information. Community providers are also encouraged to actively monitor their patient accounts and resubmit any outstanding claims to VA if necessary.

Information on the Change Healthcare Cyber Response–UnitedHealth Group

Am I required to use CHC as my clearinghouse to submit claims to VA?

There is no requirement to use a specific clearinghouse when submitting claims to VA.

Can I still submit my paper claim through the Paper to Electronic (P2E) process?

Direct EDI submission is encouraged as paper submissions require additional processing time; however, paper claims can still go through the P2E process.

I submitted a claim electronically, but when it was finally processed, it was denied for timely filing. What should I do?

VA recognizes this is an unprecedented situation. While legal options are determined to address timely filing, VA will not deny claims filed during this period. If you believe a decision has been made in error, please contact the family member care programs listed below.

What if I was using CHC to verify CHAMPVA eligibility?

VA is investigating an alternate route to verify eligibility through EDI, but CHAMPVA eligibility can be obtained through the CHAMPVA Interactive Voice Response System. You can also talk with a live agent for more information, Monday–Friday, 8:05 a.m. to 7:30 p.m. ET.

CHAMPVA: 800-733-8387

Where can I find more information about family member programs?

More information about family member programs can be found at the links below.