Update: Dental and vision claim processing

April 15, 2024 |read icon 3 min read

Ameritas contracts with Change Healthcare for dental and vision claims processes, including claim payments, printing and mailing of Explanation of Benefits (EOBs) and Explanation of Payments (EOPs), and as one of several clearinghouses managing dental claims submissions. Due to an outage, their systems and services were disrupted.

Ameritas is working diligently to resume payments to dental and vision members and dental providers. As of April 11, 2024, we are sending payments for incoming claims to members and providers. EOPs are also being processed.

Progress on payment distribution

The next priority is to resolve backlogged payments from between Feb. 21 and April 9, 2024, to those who submitted claims by mail or fax, and those who did not resubmit claims originally sent through Change Healthcare. Working with our vendor, we are implementing a strategy to begin paying backlogged claims the week of April 15.

We continue to make payments to dental providers who submitted claims through other clearinghouses. Backlogged payments will be sent in the order claims were processed.

Resumed delivery of mailed EOB statements is being diligently pursued and, in the meantime, members can find their EOB statements online in their member portal.

Accessing your member account

To access your member account, go to the Sign in page and select your Dental, Vision & Hearing member sign in link. You can also download the Ameritas Benefits app available for iOS and Android. Note that only the primary member/policyholder has full account access.

If you have not registered, complete the new account registration form and verification process. You will need to provide the personal information used for enrollment, including name, date of birth and ZIP Code. You will also need your member ID.

We appreciate everyone’s continued patience and trust as we deal with this outage.