Health Net Federal Services Will Support You During the Contract Change
Friday, November 15, 2024
On Jan. 1, 2025, your TRICARE West Region contractor changes from Health Net Federal Services, LLC (HNFS) to TriWest Healthcare Alliance (TriWest). How you get your health care won’t change for the rest of 2024. Here's what you need to know about connecting with HNFS in the coming months.
Website
You can access our full website through Dec. 31, 2024. Be sure to download any important documents from the secure beneficiary portal on or before that date. You’ll have access to your Secure Inbox at www.tricare-west.com through June 30, 2025. However, we will limit web content starting Jan. 1, 2025. After June 30, 2025, the website will no longer be available.
Customer Service
Do you have questions about your health plan? You can reach HNFS’ customer service team through Dec. 31, 2024.
Note that HNFS can only accept calls on Jan. 1–March 30, 2025, about claims with dates of service prior to Jan. 1, 2025. HNFS’ customer service line closes March 30, 2025.
If you’re calling about TRICARE Open Season, you must call TriWest.
Not sure which contractor can help you with your TRICARE questions during the transition period? Download our reference guides at the bottom of this article.
Claims
HNFS can accept claims until April 30, 2025, for care received before Jan. 1, 2025. You can check claim status with HNFS through March 30, 2025 over the phone. Or you can check claim status through June 30, 2025, on our secure web portal.
For services on or after Jan. 1, 2025, please submit claims to TriWest.
Beginning May 1, 2025, submit all claims to TriWest, regardless of the date of service.
Enrollment
HNFS will continue to process enrollment changes that occur and are effective before Jan. 1, 2025.
Contact TriWest during TRICARE Open Season (Nov. 11–Dec. 10, 2024). Any changes made during open season won’t take effect until Jan. 1, 2025.
HNFS will process your enrollment payments through the end of 2024. You will, however, need to set up automatic payments with TriWest. You can contact them online or by calling 1-888-TRIWEST prior to Jan. 1, 2025. Due to federal banking law, we can’t transfer confidential credit card or bank information to TriWest.
Provider network
Are you seeking care? You can still use our online network directory and 24/7 provider locator services through Dec. 31, 2024. If you need to change your primary care manager before Jan. 1, 2025, we will process those requests.
You won’t have access to TriWest’s network until Jan. 1, 2025. However, you can visit tricare.mil/west for a link to view TriWest’s provider directory now.
Referrals and authorizations
HNFS will continue to accept referral and pre-authorization requests through the end of the year. TriWest will accept referrals and pre-authorizations from HNFS that were issued prior to Jan. 1, 2025. These will be valid through their expiration or June 30, 2025, whichever comes first.
Do you have a referral under the Autism Care Demonstration? TriWest will accept it through its expiration date.
We will keep our Check Authorization Status tool up through Jan. 31, 2025.
Appeals
HNFS can accept appeals for authorization denials through Dec. 31, 2024. If you want to appeal a claim that HNFS denied, you can do so through April 30, 2025. Follow the instructions on our Appeals page, as there are time limits on submitting claims appeals.
Case and disease management
Are you enrolled in an HNFS case or disease management program? You’ll continue to work with your HNFS care management team through Dec. 31, 2024.
At-a-glance
Not sure whether you should contact HNFS or TriWest? We offer these contact reference guides to help you understand which regional contractor to contact during the TRICARE contract transition period.
