Status update requests in prism will delay your resolution time

We frequently get questions about our turnaround times for various inquiries made in prism and would like to share the following reminder:

  • General requests: 30 days
  • Informal claim review: 15 days
  • Level 1 appeal: 45 days
  • Enrollment (non-delegated): 80 days
  • Provider changes / terminations: 30 days
  • Code review questions: 30 days

During these timeframes, please know our teams are working diligently behind the scenes to complete your inquiries.

If you send us a New Comment on an inquiry (asking for a status update, for example), our system will automatically reset your turnaround timeline back to the beginning – ultimately delaying your resolution time.

When and how to reach out

If your inquiry is still within the timeframes listed above, there’s no need to reach out. Our teams will contact you with any questions or with a resolution.

If your inquiry has passed the timeframes listed above, email us at to avoid any further delay.

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