TRICARE West Region Contract Transition: Frequently Asked Questions

New TRICARE contracts start on Jan. 1, 2025. With this, the West Region contractor will change from Health Net Federal Services, LLC (HNFS) to TriWest Healthcare Alliance (TriWest). HNFS is honored to provide exceptional service under the current West Region contract, and we will continue to do so throughout the transition period and remainder of our contract.

Learn more:

Who to Contact

Not sure whether you should contact Health Net Federal Services or TriWest?

Visit our West Region Transition Contact Details page

We also offer these printable contact reference guides to help you undertand which regional contractor to contact during the TRICARE contract transition period.

General

Question	Answer
As a TRICARE beneficiary, do I need to do anything?	Visit www.tricare.mil/changes for information on any actions you may need to take. DHA encourages you to check your Defense Enrollment Eligibility Reporting System (DEERS) record to confirm all your information is current. This will help ensure you don’t miss important communications about your TRICARE benefit.
How will updates about this transition be communicated to me?	DHA and the TRICARE regional contractors have a variety of communications planned throughout the year to explain how the transition will occur and any action you may need to take so your TRICARE benefits continue seamlessly. Go to www.tricare.mil/changes to sign up for email alerts from TRICARE and find the latest information on the transition. We will post West Region-specific transition details at www.tricare-west.com. Also, look for information in our newsletters and email blasts.

Question

Answer

As a TRICARE beneficiary, do I need to do anything?

Visit www.tricare.mil/changes for information on any actions you may need to take.

DHA encourages you to check your Defense Enrollment Eligibility Reporting System (DEERS) record to confirm all your information is current. This will help ensure you don’t miss important communications about your TRICARE benefit.

How will updates about this transition be communicated to me?

DHA and the TRICARE regional contractors have a variety of communications planned throughout the year to explain how the transition will occur and any action you may need to take so your TRICARE benefits continue seamlessly. Go to www.tricare.mil/changes to sign up for email alerts from TRICARE and find the latest information on the transition.

We will post West Region-specific transition details at www.tricare-west.com. Also, look for information in our newsletters and email blasts.

Enrollment

Question	Answer
Will I have to re-enroll for my benefits?	No. If you are currently eligible for and enrolled in a TRICARE plan, you should experience no interruption in TRICARE coverage. You will have the option to make enrollment changes during the next TRICARE Open Season, with plan changes taking effect Jan. 1, 2025. TriWest will manage this Open Season for the TRICARE West Region. DHA encourages you to check your DEERS record to confirm all your information is current. This will help ensure you don’t miss important communications about your TRICARE benefit.
Will I have to set up new enrollment payment method with the new contractor?	You will need to contact TriWest directly to set up recurring automatic credit card or EFT information for 2025 enrollment fees or to make annual payments that are due on Jan. 1, 2025 or later. Learn more at www.tricare.mil/west. In order to protect your confidential payment information, HNFS cannot transfer your existing credit card or bank details to TriWest.
When is TRICARE Open Season and how do I enroll in a plan or make plan changes for 2025?	TRICARE Open Season is Nov. 11-Dec. 10, 2024, and will be managed by TriWest for the TRICARE West Region. Please contact TriWest during this time for enrollments or plan changes that are effective on Jan. 1, 2025. Learn more at www.tricare.mil/openseason.
If I have to make a plan change in 2024 due to a qualifying life event, do I contact HNFS?	Yes. HNFS will continue to accept enrollment changes due to qualifying life events through Dec. 31, 2024.
When will I get a new wallet card?	TRICARE offers printable Contact Wallet Cards at milConnect for you to download. DHA will be updating this resource, along will other downloadable materials, by January 2025.

Continuity of Care

Question	Answer
What is HNFS’ role in ensuring continuity of care?	HNFS is fully committed to providing exceptional health care during the remainder of our contract. Our focus remains making sure our contractual obligations for transition-out activities run smoothly.
How will this impact care that I've already scheduled?	TriWest will accept unexpired referrals and pre-authorizations from HNFS through their expiration date or June 30, 2025, whichever comes first. (Autism Care Demonstration referrals/pre-authorizations will be valid through the date issued by HNFS.)
When will I be able to verify whether my doctors will be part of TriWest’s West Region network?	You can view TriWest's network directory at www.tricare.mil/west.
Will I have to pay higher costs to remain with my current doctors?	Your out-of-pocket costs will depend on the TRICARE plan you’re enrolled in and whether your provider chooses to remain a TRICARE provider as a network, non-network/participating, or non-network/non-participating provider. You'll be able to preview 2025 costs and fees at www.tricare.mil.

Referrals/Authorizations

Question	Answer
When will HNFS stop accepting referral and pre-authorization requests?	HNFS will accept referral and pre-authorization requests through Dec. 31, 2024. (We will transfer any unprocessed requests as of Jan. 1, 2025 to TriWest, as appropriate, for processing.)
How do I check the status of my request?	If it's before Jan. 1, 2025, you can check the status with HNFS using our self-service tools or by calling our customer service line. Beginning Jan. 1, 2025, you will need to contact TriWest. Note: HNFS’ Check Authorization Status tool will remain on www.tricare-west.com through Jan. 31, 2025.
Will TriWest honor approvals issued by HNFS?	TriWest will accept unexpired referrals and pre-authorizations from HNFS through their expiration date or June 30, 2025, whichever comes first. (Autism Care Demonstration referrals/pre-authorizations will be valid through the date issued by HNFS.)

Question

Answer

When will HNFS stop accepting referral and pre-authorization requests?

HNFS will accept referral and pre-authorization requests through Dec. 31, 2024. (We will transfer any unprocessed requests as of Jan. 1, 2025 to TriWest, as appropriate, for processing.)

How do I check the status of my request?

If it's before Jan. 1, 2025, you can check the status with HNFS using our self-service tools or by calling our customer service line. Beginning Jan. 1, 2025, you will need to contact TriWest.

Note: HNFS’ Check Authorization Status tool will remain on www.tricare-west.com through Jan. 31, 2025.

Will TriWest honor approvals issued by HNFS?

TriWest will accept unexpired referrals and pre-authorizations from HNFS through their expiration date or June 30, 2025, whichever comes first. (Autism Care Demonstration referrals/pre-authorizations will be valid through the date issued by HNFS.)

Provider Network

Question	Answer
Will West Region beneficiaries be able to stay with their current providers?	You can access TriWest's provider directory at www.tricare.mil/west to determine if your provider will remain a TRICARE network provider.

Claims

Question	Answer
When will HNFS stop accepting claims?	If the date of service is prior to Jan. 1, 2025, we can accept the claim through April 30, 2025.
How do I check claims status if the claim was submitted to HNFS?	If HNFS processed the claim, you'll be able to use our self-service check status tool through June 30, 2025. You can also call us to check claim status through March 30, 2025.

Last updated: Nov. 25, 2024