As a result of recent system changes at Novitas customers may experience the following temporary operational difficulties, which they are working to fix:
Long Wait Times for Customer Service
Receipt of a high volume of calls in our Customer Contact Center is causing longer than usual wait times.
We understand this is causing an inconvenience for you, our customers, and we are working diligently to correct this issue.
Busy Signal When Faxing
Receipt of a high volume of documents being transmitted via fax which results in receiving a busy signal when attempting to transmit documents.
An additional fax server was recently added and we are working on adding additional servers in the very near future to increase our fax capacity.
Appeal is not in Appeals Status Tool
Appeals received after September 23, 2013 may not be entered in the Appeals Status Tool as expected. Therefore, this may not be an accurate method to determine if an Appeal request has been received by Novitas.
We are working diligently to correct this issue with a goal that all requests are available for viewing within the next two weeks.
Novitas appreciate your patience as they work through these issues. They will continue to provide updates as appropriate.
