As you may have heard, Change Healthcare, a clearinghouse used by health care providers and payers to process claims submissions and support payment processes, and a provider of a variety of services to Harvard Pilgrim, reported on February 21 that they experienced a cybersecurity incident that has caused a disruption to their systems. In response, Change Healthcare took the impacted systems offline.

This incident impacted Change Healthcare systems and there is no current threat to our systems.

After initially suspending services, system access, and data transmissions between Harvard Pilgrim and Change Healthcare, we have brought certain connections back once we determined it was safe to do so. This incident mainly affects providers’ ability to submit claims and we do not anticipate any significant impact to members.

If you have any questions regarding this situation, or if you pay out of pocket for any services or prescriptions and need to submit for reimbursement, call the Member Services line located on your health plan ID and one of our representatives will be happy to assist you. Member Services can also assist you to confirm your eligibility for coverage or obtain a duplicate insurance ID card, if needed.

On April 22, United Health/Change Healthcare issued a press release providing updates on the company’s ongoing review of impacted patient data, support for individuals impacted by the Change Healthcare cyber incident, and the status of restoration efforts for Change Healthcare applications. They have launched a dedicated “Change Healthcare Cyberattack Support” website which includes information on a dedicated call center to offer free credit monitoring and identify theft protection. The call center will also include trained clinicians to provide emotional support services. We are working closely with Change Healthcare to restore normal operations as quickly as possible. Change Healthcare is sharing updates related to the status of their products and systems at  https://status.changehealthcare.com/.