TRICARE West Region Transition

New TRICARE contracts start on Jan. 1, 2025. With this, your TRICARE West Region contractor will change from Health Net Federal Services, LLC to TriWest Healthcare Alliance. Use the guide below to help you understand which contractor can help you with your TRICARE-related questions.

 

West Region Contractor Health care delivery How to contact
Health Net Federal Services, LLC Health care delivery by HNFS ends Dec. 31, 2024

www.tricare-west.com

All online services
Through Dec. 31, 2024

Limited services
Through June 30, 2025 (see below for details)

1-844-866-WEST (1-844-866-9378)

All support except 2025
enrollment (Open Season)
Through Dec. 31, 2024

Claims support for dates of service before Jan. 1, 2025
Through March 30, 2025
TriWest Healthcare Alliance Health care delivery by TriWest starts Jan. 1, 2025

www.tricare.mil/west

Secure online option to set up 2025 enrollment payments
As of Oct. 7, 2024

TriWest’s provider directory
As of Nov. 1, 2024

Secure beneficiary portal
As of Nov. 11, 2024

All online services
Beginning Jan. 1, 2025

1-888-TRIWEST (1-888-874-9378)

Support for 2025 enrollment only
Beginning Nov. 11, 2024 (start of Open Season)

Full call center
Beginning Jan. 1, 2025
(see “Check Claim Status” below for exception)

General & Enrollment

I Need To... Which Contractor and When
Ask a general question about TRICARE • Contact HNFS through Dec. 31, 2024
• Contact TriWest beginning Jan. 1, 2025
Enroll in TRICARE or make an enrollment change
 • If you have a qualifying life event (QLE) prior to Jan. 1, 2025, contact HNFS through Dec. 31, 2024
• If it’s during TRICARE Open Season (Nov. 11-Dec. 10, 2024) or you have a QLE on or after Jan. 1, 2025, contact TriWest
Make an enrollment payment/set up automatic payments

• If your enrollment payment is due before Jan. 1, 2025, contact HNFS through Dec. 31, 2024
• If your enrollment payment is due on or after Jan. 1, 2025, contact TriWest

IMPORTANT: If you currently pay via credit card or electronic funds transfer, you will need to re-establish these payments with TriWest. HNFS cannot transfer confidential credit card or
banking information.
Change my primary care manager

• If the change will be effective before Jan. 1, 2025, contact HNFS through Dec. 31, 2024
• If the change will be effective on or after Jan. 1, 2025, contact TriWest after Jan. 1, 2025

Provider Network

I Need To... Which Contractor and When
Find a provider or check if a provider is in the TRICARE network • If the provider will render services prior to Jan. 1, 2025, check HNFS’ directory through Dec. 31, 2024
• If the provider will render services on or after Jan. 1, 2025, check TriWest’s directory (available as of Nov. 1, 2024)
Get added as a TRICARE provider • Check HNFS’ website for details about adding providers to existing groups or becoming non-network certified through Dec. 31, 2024
• Contact TriWest about joining the TriWest West Region network (to provide care on or after Jan. 1, 2025)

Claims

I Need To...  Which Contractor and When
Submit a claim • If the date of service is before Jan. 1, 2025, submit to HNFS through April 30, 2025
• If the date of service is on or after Jan. 1, 2025, submit to TriWest
• Submit to TriWest regardless of date of service beginning May 1, 2025
Check claim status • If the date of service is before Jan. 1, 2025, and the claim was submitted to HNFS by April 30, 2025, check with HNFS:
• By phone through March 30, 2025
• Online through June 30, 2025
• If the date of service is before Jan. 1, 2025, and the claim was submitted to TriWest on or after May 1, 2025, check with TriWest
• If the date of service is on or after Jan. 1, 2025, check with TriWest
• Check with TriWest regardless of date of service beginning May 1, 2025
AppealThe action you take if you don’t agree with a decision made about your benefit. a denied claim • If the date of service is before Jan. 1, 2025, submit to HNFS through April 30, 2025
• If the date of service is on or after Jan. 1, 2025, submit to TriWest
• Submit to TriWest regardless of date of service beginning May 1, 2025

Referrals/Authorizations

I Need To... Which Contractor and When
Submit a referral or authorization request • If it’s before Jan. 1, 2025, submit to HNFS
(Any unprocessed requests as of Jan. 1 will be transferred to TriWest, as applicable, for processing.)
• If it’s on or after Jan. 1, 2025, submit to TriWest
Check referral or authorization status • If it’s before Jan. 1, 2025, check with HNFS
• If it’s on or after Jan. 1, 2025, check with TriWest
• TriWest will accept HNFS-issued referrals and pre-authorizations through their expiration date or June 30, 2025, whichever comes first
• TriWest will accept Autism Care Demonstration referrals and pre-authorizations through the date issued by HNFS
Note: HNFS’ Check Authorization Status tool will remain on www.tricare-west.com through Jan. 31, 2025.
Appeal a denied authorization • If it’s before Jan. 1, 2025, submit to HNFS
• If it’s on or after Jan. 1, 2025, submit to TriWest

Website

I Need To... Which Contractor and When
Access my secure portal • Access some HNFS-specific secure tools at www.tricare-west.com past
Dec. 31, 2024, including:
• Authorization status (through Jan. 31, 2025)
• Claims status (through June 30, 2025)
• Visit www.tricare.mil/west for information on TriWest’s secure portal

Last Updated 11/27/2024