Answers to frequently asked questions regarding recent delays processing insurance claims

Why have I not received my bill?

There are currently delays in NOCD's ability to submit claims to your insurance company. These delays are due to a data breach at an organization called Change Healthcare. Change Healthcare is a partner of NOCD, and many other healthcare providers. They assist in submitting healthcare claims to insurance companies. Based on our ongoing investigation, there is no indication that NOCD's systems have been affected by this issue. Change Healthcare is a clearinghouse which is used as a financial institution to facilitate the exchange and communication of claims between providers and insurance companies. Everything is set up electronically for large-scale communication of millions of Members' claims to hundreds of insurance plans with security measures in place. This system delay has affected all healthcare providers.

I don't see my session billed on my insurance portal. It's been 3 weeks since my session, so why has it not been billed?

Unfortunately, we have not received a timeline by which the issue will be resolved with Change Healthcare. Therefore, NOCD is moving forward with alternative options to process claims. Establishing new processing through other partners does take time. We will get your invoicing on track as soon as possible.

I saw the email about Change Healthcare and delayed invoices, does it affect me?

All of our Members who are utilizing insurance are affected. Cash pay Members are not affected. We are here to help and answer questions for any Member individually, just email billing@nocdhelp.com.

Do I have to worry about my personal information being shared from the Change Healthcare data breach?

We have a high level of confidence that NOCD systems have not been affected by this issue. We see no evidence of compromise beyond the scope of the Change Healthcare applications. In the interest of protecting our members and partners, we took immediate action to disconnect Change Healthcare's systems to prevent further impact. Our privacy office and security information teams are actively engaged and working to understand the impact to members. We will continue to be proactive with all our systems, and if we suspect any issue with the system, we will immediately take action and disconnect. If Change Healthcare determines that your data has been accessed, they have a responsibility to notify you. Depending on the nature of the data that was accessed, they may choose to offer a credit monitoring service.

I'm concerned about a large bill at once, what are my options? Is there anything I can do now to avoid being charged?

Once the issue is resolved, you may receive more than one invoice at a time. In the event that you do receive several invoices and have any concern about the amount due, we are happy to work with you to discuss payment options. As always, we will send you billing updates by email, and you can find invoices and your current payment information under Billing in your NOCD account. If you see anything you need to discuss we are here to help, just email billing@nocdhelp.com.

NOCD has several policies in place to help our members afford the cost of therapy. Members have the option to opt-into our interest free payment plan, which enables them to pay an outstanding balance down in a predictable weekly payment. We will not charge your credit card on file for more than $500 at one time. We send a series of email communications to Members whose outstanding balances approach a maximum limit of $1800. In the event that this occurs we will work with the Member to find a resolution.