December 20, 2022

Update on Virtual Card Payment services

Payment service expected to resume late second quarter

The availability of certain Virtual Card Payment (VCP) services remains temporarily unavailable for claims involving new plans/members that transitioned to a new processing system on Sept. 1, 2021, or later. This includes members covered by the Tufts Freedom Health Plan, which became a UnitedHealthcare plan in October 2021.

Timeline: VCP for these new plans/members is expected to resume in late second quarter 2023.

Impact: Affected claim payments will continue to be paid via paper checks through this transition period. However, if you want to receive fast, secure electronic payments and avoid temporary payment changes, please consider signing up for ACH direct deposit.

  • Because this only affects certain new business plans, be aware that you may receive payments by both VCP and paper checks during the transition
  • If you’re currently receiving ACH direct deposit payments, those claims are unaffected and will continue to be paid electronically
  • This transition will not affect the following:
    • Current VCP for Medicare Advantage and Medicaid (Community Plan) claims
    • Commercial claims processed on a different processing system

Background on new claims platform

In September 2021, UnitedHealthcare launched a phased rollout of an enhanced claim processing system designed to simplify benefits, claims, payments and referral processes. To date, this transition has occurred in certain new health care plans sold in a number of states. The transition of existing plans to the new platform begins in September 2022 and continues during 2023 as plans renew.

These releases will not impact access to the UnitedHealthcare Provider Portal or your ability to perform tasks such as prior authorizations, claims submittals or benefit determinations. However, you may experience changes in your user experience as services continue to transition.

Questions? We’re here to help.

If you have any questions about this transition, please contact your Provider Advocate. You can also find answers to many common questions at Contact us.

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