AOTA has been hearing from occupational therapy practitioners and their colleagues about significant issues with TRICARE contractors. We believe these issues stem from the recent change in TRICARE contractors for the West region (from Health Net Federal Services, LLC to TriWest Healthcare Alliance) effective January 1, 2025, but we are also hearing reports of issues in the East region (Humana Military). Issues include:

• lack of payment,
• delayed payments,
• incorrect payment amounts,
• lack of payment details,
• paper check payments instead of electronic payments,
• an inoperable provider portal (Availity), and
• lack of response from TRICARE representatives.

AOTA has been in contact with the Defense Health Agency and has reached out to Congress to share concerns about these issues and to insist that they be fixed as soon as possible. 

If you have been experiencing challenges with TRICARE since January 1, 2025, in addition to working with your TRICARE contacts there are two other actions you can take: 

1. Request assistance through Congressional Casework: If you have delayed, missing, or incorrect payments and have been unable to reach a resolutions with TRICARE, you can reach out to one of your Congressional offices and request assistance. Congressional Offices have staff whose sole job is to help constituents with issues they are experiencing with federal agencies. Here is more information about requesting Congressional Casework. 
2. Share your story with your Federal Elected Officials: Members of Congress can hold TRICARE accountable for these challenges, but they need to hear from you about your experiences. If you click the button that says "Review Your Message" you will see some suggested language from AOTA and a blank space where you can type in your message. While the space may seem small, you can share a long story!

Congress must hear about the challenges you are facing. Thank you for sharing your story with your Federal elected officials.