Telephone the IRG at 1-(888) - 281–2999 (ext. 12403). If voicemail answers, please provide all of the following:
Your name and phone number,
who should return the call (BA, CA, etc), and
a brief description of the required information.
Document the file with the date, time and summary of the request.
If the requested information was stored electronically, the IRG responds with a phone
call to discuss the information and to advise the requestor.
If instructed by the IRG, annotate the pending action with a summary of the discussion
and check the electronic folder. Evaluate the information or evidence you receive
to determine whether it is adequate to process the pending action.
If you are unable to reach the requestor by phone, the IRG faxes information to the
After the IRG responds to the request, if you still need the paper claims folder,
request it through PCACS.
If the IRG does not respond within five full workdays after your telephone request,
contact the IRG manager at 1-(888)-281-2999 (ext. 12460).