We are sharing a few updates for our provider partners to keep in mind regarding provider servicing.
Appeals inquiries
We are currently experiencing a high volume of appeals. Please be aware that claims appeals processing may take 120 days or longer, and appeals are reviewed in the order in which they are received. We encourage providers to allow for the full review period before contacting the Provider Service Center for a status update. If your appeal was submitted within the last 120 days, the Provider Service Center will be unable to provide updates at this time.
Claims appeal determinations are mailed to the address on file for the provider. For details on claims appeals, please refer to our online Provider Manuals and our Provider Claims Appeals flyer.
We appreciate your understanding and patience.
Updated hours for Tufts Health Public Plans Provider Service Center
In the interest of supporting efforts to work through existing inquiries in a timely manner, we are temporarily adjusting the hours of our Provider Service Center for Tufts Health Public Plans only from Oct. 22, 2025 to Dec. 31, 2025 to the following: 9 a.m. to noon and 1 p.m. to 4 p.m. ET, Monday through Friday.
On Jan. 2, 2026, we will resume normal business hours (For Massachusetts Tufts Health Public Plans: Monday – Friday, 8 am to 5 p.m.; For Tufts Health RITogether: Monday – Friday 8 a.m. to 6 p.m.)
We encourage providers and office staff to utilize our self-service, secure provider portal for a variety of transactions and inquiries. To access our secure portals, visit the electronic services webpage. There you will also find a variety of helpful resources, policies, and user guides.
For hours of operation and contact numbers for the Provider Service Center for all lines of business, please refer to our Contact Us page.