What you need to know about coronavirus

Read more details about how to stay safe and prevent the spread of the disease.

Provider materials and tools

Error in crossover claims processing

Magellan Complete Care appreciates the high level of service you provide to our members. It has been brought to our attention that beginning in 2017, we have made an error in the way that we were processing crossover claims for emergency and non-emergency transportation. As a result of this error, some claims were denied and/or underpaid.


We have reviewed these claims internally and have reprocessed the impacted claims. All providers who have been affected by our claims processing error should have received payment from the corrected claims during the first quarter of 2019. We apologize for the inconvenience that this error has caused. To help prevent this claims processing error from happening again, our Magellan Complete Care system has been configured to ensure accurate and appropriate processing of crossover claims.

If you have any questions regarding this provider communication, please contact Customer Service at 800-327-8613. They are available from 8:00 a.m. to 7:00 p.m. Eastern time.