Change Healthcare experienced a cybersecurity issue on its network on February 21, 2024 which is impacting the ability of all pharmacy benefit managers (PBMs) and many healthcare providers nationwide to process prescriptions through patients’ insurance.

Optum and Change Healthcare took immediate action by disconnecting their systems to prevent further impact. While there is no indication that Protected Health Information (PHI) has been compromised, our pharmacy affiliates are working to address the matter to ensure our partners and patients are protected.

Change Healthcare, part of UnitedHealth Group, is a nationally prominent clearinghouse for healthcare payers and providers. At this time, affected pharmacies are filling prescriptions with multiple workarounds in place to ensure patients have access to the medications and the care they need. Patients who paid out of pocket may return to the pharmacy within 30 days to receive a refund of the covered amount.  Utilization of manufacturer copay assistance cards may still be problematic.

We are assessing the impact of this incident with our partners to resolve this matter as quickly as possible, and apologize for any inconvenience this may cause. Based on their ongoing investigation, there’s no indication that Optum, UnitedHealthcare, and UnitedHealth Group systems have been affected by this issue. HWMG will provide updates as more information becomes available. For immediate assistance with prescriptions covered by HMAA and Charter Communications, please contact HWMG’s Customer Service Center.

This notice was last updated on March 1, 2024.