TRICARE West Customer Service: Phone, Portal, Claims, and Support Guide
TRICARE West customer service is provided by TriWest Healthcare Alliance. Call 888-TRIWEST (874-9378), open 8 a.m. to 6 p.m. in your time zone (CT, MT, PT, Alaska, and Hawaii-Aleutian Time), Monday through Friday, excluding federal holidays. You can also use the West Region beneficiary portal at tricare.mil/west for referrals, claims, and enrollment. Claims are mailed to TRICARE West Claims, P.O. Box 202160, Florence, SC 29502-2160.
| Item | Details |
|---|---|
| Service | TRICARE West Region health care support and administration |
| Contractor | TriWest Healthcare Alliance |
| Main Phone | 888-TRIWEST (874-9378) |
| Hours | 8 a.m. to 6 p.m. in your time zone (CT, MT, PT, Alaska Time, Hawaii-Aleutian Time), Monday–Friday, excluding federal holidays |
| Online Portal | tricare.mil/west → Self-Service → Beneficiary Portal |
| Claims Address | TRICARE West Claims, P.O. Box 202160, Florence, SC 29502-2160 |
| Claims Fax | 1-877-989-0070 |
| Appeals Address | TRICARE West Claims Appeals, P.O. Box 2777, Virginia Beach, VA 23450 |
| Appeals Fax | 1-866-670-4330 |
| Pharmacy Support | Express Scripts: 877-363-1303 |
| TFL Support | WPS Government Services: 866-773-0404 |
| Updated For | 2026 |
What Is TRICARE West?
TRICARE West is one of two TRICARE regions in the United States. It covers 26 states and is administered by TriWest Healthcare Alliance under a contract with the Defense Health Agency (DHA). The other stateside region is TRICARE East, administered by Humana Military.
TriWest Healthcare Alliance is headquartered in Phoenix, Arizona, at 15810 N. 28th Avenue, Phoenix, AZ 85053. The corporate mailing address is P.O. Box 42049, Phoenix, AZ 85080-2049. The corporate phone number is 602-564-2000. TriWest took over as the TRICARE West Region contractor on January 1, 2025, replacing Health Net Federal Services.
TRICARE West covers the following 26 states: Alaska, Arkansas, Arizona, California, Colorado, Hawaii, Idaho, Illinois, Iowa, Kansas, Louisiana, Minnesota, Missouri, Montana, Nebraska, Nevada, New Mexico, North Dakota, Oklahoma, Oregon, South Dakota, Texas, Utah, Washington, Wisconsin, and Wyoming.
Important note on ZIP codes. Some ZIP codes in Arkansas, Indiana, Missouri, and Wisconsin are split between the East and West regions. Before contacting TriWest, verify your region using the “What’s my TRICARE region?” tool at tricare.mil/About/Changes by entering your ZIP code.
TRICARE West vs. East: Contact Comparison
| Feature | TRICARE West (TriWest) | TRICARE East (Humana Military) |
|---|---|---|
| Contractor | TriWest Healthcare Alliance | Humana Military |
| Phone | 888-TRIWEST (874-9378) | 800-444-5445 |
| Hours | 8 a.m.–6 p.m. local time zone | 8 a.m.–6 p.m. ET and CT |
| Website | tricare.mil/west | tricare.mil/east |
| States Covered | 26 states | 24 states + D.C. |
| Claims Address | P.O. Box 202160, Florence, SC 29502-2160 | P.O. Box 202146, Florence, SC 29502-2146 |
TRICARE West Customer Service Phone Numbers
The main TRICARE West customer service number is 888-TRIWEST (874-9378). This line handles general questions about benefits, enrollment, referrals, claims, authorizations, and provider network issues. The call center operates 8 a.m. to 6 p.m. in your local time zone—Central, Mountain, Pacific, Alaska, or Hawaii-Aleutian Time—Monday through Friday, excluding federal holidays.
Wait times have improved significantly since TriWest assumed the contract in January 2025. TriWest has hired and trained over 400 customer service employees, and call center hold times now average approximately six to seven minutes, with TriWest maintaining under two-minute hold times for nearly all callers placed on hold. However, the TRICARE contract standard requires connecting beneficiaries with a live agent within five minutes, so some calls may exceed the standard during peak periods.
Veterans May Qualify for Extra Benefits
Check available financial assistance, healthcare programs and other opportunities that may apply to you.
Check EligibilityHere is a complete directory of TRICARE West and related customer service numbers:
| Service | Phone Number | Hours |
|---|---|---|
| TRICARE West (TriWest) — General | 888-TRIWEST (874-9378) | 8 a.m.–6 p.m. local time zone, M–F |
| TRICARE West — Web Help Desk | 888-TRIWEST (874-9378) | Same as above |
| TRICARE East (Humana Military) | 800-444-5445 | 8 a.m.–6 p.m. ET and CT, M–F |
| TRICARE Pharmacy (Express Scripts) | 877-363-1303 | Varies |
| TRICARE For Life (WPS) | 866-773-0404 | 5 a.m.–10 p.m. CT, M–F |
| TRICARE For Life (TDD) | 866-773-0405 | Same as above |
| TRICARE Dental Program | 844-653-4061 (CONUS) | 6 p.m. Sun–10 p.m. Fri ET |
| Active Duty Dental Program | 866-984-2337 (CONUS) | 6 p.m. Sun–10 p.m. Fri ET |
| DMDC/DEERS and milConnect | 800-477-8227 | Varies |
| MHS GENESIS | 800-600-9332 | Varies |
| TRICARE Overseas (International SOS) | Country-specific | 24/7 |
| Nurse Advice Line (U.S.) | 800-TRICARE (874-2273), option 1 | 24/7 |
Important note. The Nurse Advice Line at 800-TRICARE (800-874-2273), option 1, is available 24/7 and can help you decide whether you need emergency care, urgent care, or a routine appointment. This is a separate service from the TriWest general customer service line.
TRICARE West Beneficiary Portal
The TRICARE West Region beneficiary portal is the fastest way to manage your health care without calling. Access it at tricare.mil/west and select the “Self-Service” link at the top of the page, then choose “Beneficiary Portal.” You can also go directly to tricare-bene.triwest.com/signin.
What you can do in the portal:
Referrals and authorizations. Use the Referral and Authorization Decision Support (RADS) tool to find out if you need a referral or authorization for care. View active referrals and authorizations.
Claims. Check the status of claims and view Explanations of Benefits (EOBs).
Enrollment. View and manage your TRICARE enrollment information.
Provider search. Find network providers in your area.
Appeals. Submit authorization appeals and check appeal status.
Clinical care support. Enroll in clinical care support programs.
Eligibility. View your eligibility and enrollment information.
Payments. View payment information and premium details.
Secure messaging. Communicate with TriWest through the portal’s messaging feature.
How to register for the beneficiary portal:
Go to tricare.mil/west.
Select the “Self-Service” link at the top of the page.
Select “Register” or “Log In with DS Logon” to sign in using DS Logon credentials, or select “Log In” to sign in using your DEERS email.
Enter your credentials and follow the prompts.
If you are a new user, press “Continue” and look for the “New User? Sign Up Now” link.
Complete the registration process and set up your account.
myAuth transition. Starting in August 2026, the TriWest beneficiary portal transitioned to myAuth. TRICARE West Region beneficiaries now use myAuth instead of DS Logon to log in to the portal. myAuth will also replace DS Logon for other DoD websites. If you have not set up myAuth yet, do so now to avoid delays accessing your health information. For technical help with myAuth, visit milconnect.dmdc.osd.mil or call DMDC at 800-477-8227.
Tip for faster navigation. The portal works best with Chrome or Microsoft Edge browsers. If you experience login issues, clear your browser cache and cookies, or try using a private/incognito window.
How to Check Referral and Authorization Status
You can check the status of your referral or authorization through the beneficiary portal or by calling TriWest directly. Allow 5–7 business days for an authorization to be completed. The authorization letter will include the authorized provider and contact information, the number of visits authorized, and the start and expiration dates.
To check status online:
Go to the West Region beneficiary portal at tricare-bene.triwest.com/signin.
Log in using myAuth.
Locate the “Referrals / Authorizations” section on your dashboard.
Select “View All Referrals.”
Use the Referral/Authorization Decision Support (RADS) tool to confirm the status of referrals.
To check status by phone: Call 1-888-TRIWEST (874-9378). Do not wait more than 14 days to check on the status of your referral.
Important reminder for TRICARE Prime beneficiaries. TRICARE Prime beneficiaries are responsible for making sure referrals are approved before seeking care outside the military treatment facility (MTF) with any provider. If the referral is not approved prior to receiving care, beneficiaries can incur significant out-of-pocket costs. Beneficiaries should schedule an appointment with the network specialist listed on the referral. Any changes in provider preference must be requested by calling 1-888-TRIWEST (874-9378) or through the beneficiary portal.
Effective April 30, 2026. TRICARE West no longer accepts the Alternative Referral and Authorization form. Physicians must submit referrals and authorizations through TRICARE’s online referral management system available via the Availity provider portal. Referrals and authorizations can also still be submitted via fax to (866) 852-1893.
Claims Submission and Processing
TRICARE West claims are processed by TriWest’s partner, Wisconsin Physicians Service (WPS), which also handles TRICARE For Life claims.
Where to mail paper claims:
TRICARE West Claims
P.O. Box 202160
Florence, SC 29502-2160
Claims fax: 1-877-989-0070
When to file claims:
Claims must be filed within 1 year of the date of service (or discharge for inpatient care).
Recommended submission within 30 days for faster payment.
Secondary claims (when you have other health insurance) must be submitted within 90 days after the other insurance processes the claim.
Claims processing time:
99% of clean medical claims are processed within 7 days for provider payment.
Electronic claims (EDI) average 7 to 14 days processing.
Paper claims can take up to 30 days.
98% of retained and adjustment claims are processed to completion within 30 calendar days from receipt.
Important note for 2026. Claims with dates of service beginning January 1, 2026, were temporarily held to allow validation of updated 2026 reimbursement rates and beneficiary fee changes. This proactive hold was expected to last no more than 30 days, after which claims were released for processing.
Common claim denial codes and where to send appeals:
| Denial Code | Reason | Where to Send Appeal |
|---|---|---|
| 003 | Payment amount dispute | WPS, P.O. Box 77029, Madison, WI 53707-7029 |
| 020 | Charge included in paid service | TriWest, P.O. Box 42090, Phoenix, AZ 85080 |
| 067 | Not medically necessary | TriWest, P.O. Box 86159, Phoenix, AZ 85080 |
| 143 | Prior authorization required | TriWest, P.O. Box 86159, Phoenix, AZ 85080 |
| 032 | Non-covered services | TriWest, P.O. Box 43770, Phoenix, AZ 85080 |
Claims Appeals and Reconsiderations
If TRICARE West denies your claim, you have the right to appeal. The process depends on whether the denial is for a claim payment or an authorization denial.
How to Submit a Claim Appeal
You can request a reconsideration of a claim denial by completing the beneficiary claims correspondence form and submitting it by mail or fax no later than 90 days from the date on your Explanation of Benefits (EOB) notice.
Option 1: Fax your claim appeal to 866-852-1994.
Option 2: Mail your claim appeal to TRICARE West Appeals, P.O. Box 2130, Virginia Beach, VA 23450.
How to Submit an Authorization Appeal
Use the Authorization Appeals Form on the beneficiary portal when your referral or authorization is denied by TriWest.
Select the “Appeal” button from the My Referrals/Authorizations page.
Select the appropriate “Relationship to Patient/Beneficiary” from the dropdown menu (Appointed Representative, Parent/Legal Guardian, Self, or Sponsor).
Fill out the Beneficiary Information section.
Fill out the Authorization Denial Information section (Type of Appeal: Routine or Urgent).
Enter the Authorization/Reference numbers, CPT/HCPCS or description of service denied, and date of denied authorization.
Fill out the Issue in Dispute section with the specific reason for your appeal.
Attach supporting documents (up to 25 files, no more than 25 MB each). If sending physical documents, you can check the box to indicate additional documentation will be sent via fax or mail.
Select Submit.
Where to send authorization appeals:
TriWest Healthcare Alliance
Appeals and Reconsideration Department
P.O. Box 2636
Virginia Beach, VA 23450
Fax: 1-866-852-1919
Email: T5AppealsReconsideration@TriWest.com
Appeal deadlines:
Routine appeals must be submitted within 90 days from the date of denial.
Urgent appeals must be submitted within 3 days of receiving the initial denial determination (only when there is a denial of medical necessity).
You can check the status of your appeal through the Appeals Summary page in the beneficiary portal. Navigate to “Manage My Care” and select “Appeals Status Search” from the dropdown menu. The Appeals Summary page displays your Appeal ID, Reference Number, Beneficiary Name, DoD ID, Status (e.g., “In Progress”), and Date Submitted.
Important note for 2026. The Texas Attorney General launched an investigation in September 2026 into TriWest Health Insurance claim denials after complaints alleged that TriWest repeatedly and incorrectly denied claims based on false determinations that the insured had other health insurance coverage. TriWest has stated that its other health insurance denial rate has substantially decreased to 1.3%. Beneficiaries who believe their claims were incorrectly denied should file an appeal or contact TriWest directly.
TRICARE West Pharmacy Support
TRICARE Pharmacy Home Delivery is administered by Express Scripts, not TriWest. For pharmacy-related questions, contact Express Scripts directly.
| Service | Phone Number | Website |
|---|---|---|
| TRICARE Pharmacy (Express Scripts) | 877-363-1303 | militaryrx.express-scripts.com |
| Specialty Prescriptions | 877-882-3324 | Same as above |
| Deployment Prescription Program | 855-215-4488 | Same as above |
TRICARE Pharmacy Home Delivery is the least expensive way to fill prescriptions after military pharmacies, with up to a 90-day supply available for most drugs. Copayments for home delivery: $0 for generics, $16 for brand name, $46 for non-formulary drugs.
Finding a TRICARE West Provider
You can find a TRICARE West provider through the online provider directory at tricare.mil/west or through the beneficiary portal.
To search for a provider:
Navigate to the TRICARE West Region Provider Directory at tricare.mil/west.
Select “Find a Doctor” from the right-hand menu.
Follow the prompt to select your TRICARE Plan.
Select your location in the top right corner of the Provider Directory dashboard.
Use filters to narrow your search by specialty, area of interest, or High Performance Provider designation.
The provider directory allows you to search for behavioral health providers by Areas of Interest (AOI). Approximately 7,100 behavioral health providers have shared their AOIs with TriWest. The directory also indicates whether a provider accepts Department of Veterans Affairs (DVA) and Civilian Health and Medical Program of the Department of Veterans Affairs (CHAMPVA) patients.
The “High Performance Provider” designation identifies providers who have been evaluated and recognized for delivering quality, efficiency, and value of care.
For TRICARE Prime beneficiaries, referrals must be approved before seeking care outside the MTF with any provider. If the referral is not approved prior to receiving care, you can incur significant out-of-pocket costs.
TRICARE West Grievances and Complaints
If you have a complaint or grievance about your TRICARE West experience, you can submit it by phone, mail, or through the beneficiary portal.
By phone: Call TriWest at 888-TRIWEST (874-9378).
By mail: Complete and print the TriWest Complaint/Grievance Form, available at TriWest’s website, and mail it to the TriWest Appeals and Reconsideration Department, P.O. Box 2636, Virginia Beach, VA 23450.
For Veterans Choice Program complaints: Call 866-606-8198.
For PC3 complaints: Call 855-722-2838.
TriWest corporate office:
TriWest Healthcare Alliance Corp.
15810 N. 28th Avenue
Phoenix, AZ 85053
Phone: 602-564-2000
Mailing address: P.O. Box 42049, Phoenix, AZ 85080-2049
TRICARE West for Different Beneficiary Groups
| Beneficiary Group | Key TRICARE West Support | Important Notes |
|---|---|---|
| Active Duty Service Members | Must get care at MTF when possible; PCM referral required for civilian care | TriWest handles referrals and authorizations for civilian care |
| Active Duty Family Members | Covered under sponsor’s plan; Prime or Select | Referral rules depend on plan |
| National Guard/Reserve | TRICARE Reserve Select available | Can self-refer to any TRICARE-authorized provider for most care |
| Retirees | TRICARE Prime or Select; TFL at 65 | TFL is Medicare wraparound; WPS handles TFL claims |
| Surviving Spouses | Continue TRICARE eligibility under certain conditions | Contact DEERS to verify eligibility |
| TRICARE Young Adult | Premium-based coverage under age 26 | Follows Prime or Select rules |
Latest TRICARE West Changes for 2026
myAuth replaces DS Logon. Starting August 2026, TRICARE West beneficiaries use myAuth instead of DS Logon to log in to the beneficiary portal. DS Logon was scheduled to sunset on September 30, 2026. Set up myAuth now to avoid delays accessing your health information.
Availity required for referrals. Effective April 30, 2026, TRICARE West no longer accepts the Alternative Referral and Authorization form. Physicians must submit referrals and authorizations through TRICARE’s online referral management system available via the Availity provider portal. Fax submission to (866) 852-1893 remains available as a backup.
Claims hold for 2026 rates. Claims with dates of service beginning January 1, 2026, were temporarily held to validate updated 2026 reimbursement rates. This hold was expected to last no more than 30 days.
Texas AG investigation. The Texas Attorney General launched an investigation in September 2026 into TriWest claim denials based on incorrect other health insurance determinations. TriWest reports that its OHI denial rate has decreased substantially to 1.3%.
TriWest call center improvements. TriWest has hired over 400 customer service employees and maintained under two-minute hold times for nearly all callers placed on hold. Call center hold times now average six to seven minutes.
Common Questions
What is the TRICARE West customer service phone number?
The main TRICARE West customer service number is 888-TRIWEST (874-9378). Call center hours are 8 a.m. to 6 p.m. in your time zone (CT, MT, PT, Alaska Time, and Hawaii-Aleutian Time), Monday through Friday, excluding federal holidays.
Who is the TRICARE West contractor?
TriWest Healthcare Alliance is the TRICARE West Region contractor. TriWest took over the contract on January 1, 2025, replacing Health Net Federal Services. The company is headquartered in Phoenix, Arizona.
How do I check my TRICARE West referral status?
Log in to the West Region beneficiary portal at tricare-bene.triwest.com/signin, locate the “Referrals / Authorizations” section, and select “View All Referrals.” You can also call 1-888-TRIWEST (874-9378). Do not wait more than 14 days to check on the status of your referral.
Where do I mail TRICARE West claims?
Mail paper claims to TRICARE West Claims, P.O. Box 202160, Florence, SC 29502-2160. The claims fax number is 1-877-989-0070. Claims must be filed within 1 year of the date of service.
How do I appeal a denied TRICARE West claim?
File a claim appeal by fax at 866-852-1994 or by mail to TRICARE West Appeals, P.O. Box 2130, Virginia Beach, VA 23450. Appeals must be submitted no later than 90 days from the date on your Explanation of Benefits notice.
How do I appeal a denied authorization?
Use the Authorization Appeals Form in the beneficiary portal. Mail appeals to TriWest Healthcare Alliance, Appeals and Reconsideration Department, P.O. Box 2636, Virginia Beach, VA 23450. Fax to 1-866-852-1919 or email T5AppealsReconsideration@TriWest.com. Routine appeals must be submitted within 90 days.
How long does TRICARE West take to process claims?
99% of clean medical claims are processed within 7 days for provider payment. Electronic claims average 7 to 14 days. Paper claims can take up to 30 days. 98% of retained and adjustment claims are processed within 30 calendar days.
What states are in the TRICARE West Region?
The West Region covers 26 states: Alaska, Arkansas, Arizona, California, Colorado, Hawaii, Idaho, Illinois, Iowa, Kansas, Louisiana, Minnesota, Missouri, Montana, Nebraska, Nevada, New Mexico, North Dakota, Oklahoma, Oregon, South Dakota, Texas, Utah, Washington, Wisconsin, and Wyoming.
How do I find a TRICARE West provider?
Use the TRICARE West Region Provider Directory at tricare.mil/west. Select “Find a Doctor,” choose your TRICARE plan, and enter your location. You can filter by specialty, area of interest, and High Performance Provider designation.
What do I do if I have a complaint about TriWest?
Call TriWest at 888-TRIWEST (874-9378) or complete the TriWest Complaint/Grievance Form and mail it to the TriWest Appeals and Reconsideration Department, P.O. Box 2636, Virginia Beach, VA 23450.
Key Takeaways
TRICARE West customer service is provided by TriWest Healthcare Alliance at 888-TRIWEST (874-9378), open 8 a.m. to 6 p.m. in your local time zone, Monday through Friday.
The West Region covers 26 states, including California, Texas, Colorado, Washington, and Hawaii.
The beneficiary portal at tricare.mil/west allows you to check referrals, claims, enrollments, and appeals without calling.
myAuth replaced DS Logon for portal login in August 2026; set up myAuth to avoid delays.
Claims are mailed to TRICARE West Claims, P.O. Box 202160, Florence, SC 29502-2160; fax to 1-877-989-0070.
99% of clean claims are processed within 7 days; paper claims can take up to 30 days.
Claims appeals must be filed within 90 days of the Explanation of Benefits notice; authorization appeals also have a 90-day deadline for routine requests.
Effective April 30, 2026, referrals and authorizations must be submitted through Availity or fax to (866) 852-1893.
TriWest has improved call center performance, with hold times now averaging six to seven minutes.
The Texas Attorney General has an open investigation into TriWest claim denials based on incorrect OHI determinations.
Official Resources
TRICARE West Region: tricare.mil/west
TriWest Healthcare Alliance: triwest.com
TRICARE West Beneficiary Portal: tricare-bene.triwest.com/signin
TRICARE Contact Information: tricare.mil/CallUS
TRICARE Region Lookup: tricare.mil/About/Changes
TRICARE Claims Appeals: tricare.mil/About/Regions/West-Region/Claims/Claims-Appeals
TRICARE Pharmacy (Express Scripts): militaryrx.express-scripts.com
TRICARE For Life (WPS): tricare4u.com
USA.gov Veterans Benefits: usa.gov/veterans-benefits
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