System Upgrade and Outage Scheduled for October 10, 2025

Date: 07/28/25

As part of ongoing system maintenance, Wellcare's authorization system will be upgraded, requiring a scheduled system outage Friday, October 10, at 10 p.m. CT through Monday, October 13, at 7 a.m. CT.

During this scheduled outage, we will be unable to receive authorization requests except as noted below. Please resume submission of your authorization requests on Monday, October 13, 2025.

How to Plan for the Outage:

• Plan accordingly and submit any urgent or time-sensitive authorization requests prior to the scheduled downtime.
• For urgent authorization requests during the outage, call 1-833-837-0188. Of note, this number will only be active during this downtime.
• Beginning Monday, October 13 at 7 a.m. CT., providers may submit authorization requests as usual.

If you have questions, please contact your Provider Relations representative.

Frequently Asked Questions

What is happening?

• TruCare Classic is being upgraded from version 8 to 10.2
• During this time, TruCare Classic will be completely unavailable. Authorizations will continue to be received via Availity and Web. Authorization decisions will not be sent to providers until TruCare Classic is back up. While the system is down, UM Intake staff will be able to create authorizations in TruCare Cloud. Once the upgrade is complete, those authorizations will automatically transfer from TruCare Cloud into TruCare Classic.

Who is impacted?

• All current TruCare Classic users

Why is this upgrade happening?

• TruCare Classic requires periodic updates to maintain support for the product .
• Improves performance, reduces vulnerabilities, and provider Care Managers access to “Findhelp,” which shares options for connecting members to social support resources

When is this happening?

• Upgrade will begin Friday, October 10, at 10 p.m. CT when all users will be asked to exit TruCare Classic 
• Go live for TruCare Classic 10.2 will be Monday, October 13, at 7 a.m. CT 

How can Providers plan for the outage? 

• Plan accordingly and submit any urgent or time-sensitive authorization requests prior to the scheduled downtime.
• For urgent authorization requests during the outage, call 1-833-837-0188. Of note, this number will only be active during the downtime.

• Beginning Monday, October 13, at 7 a.m. CT, providers may submit authorization requests as usual.