Formatting error causes some Medicaid member identification numbers to be seen in envelope window

On Aug. 27, 2026, Gainwell Technologies identified an issue with certain letters mailed on behalf of the Idaho Medicaid Program to Medicaid members. Gainwell provides fiscal agent and account administration services for the Department of Health and Welfare (DHW) and Idaho Medicaid Program.

Some letters were affected by a formatting error causing members' Medicaid identification numbers to be outwardly visible through the envelopes' address windows. The investigation revealed this formatting error affects certain letters mailed between May 29, 2026, and Aug. 27, 2026.

Gainwell and DHW took prompt action to cease mailing the letters to investigate the issue. The visibility problem has been corrected, and mailings have resumed.

Gainwell and DHW began notifying all impacted individuals on Oct. 23. The notice letter includes more information about the incident and offers free identity and credit monitoring services for one year.

Gainwell is taking additional steps to prevent it from happening again, including additional reviews and improved formatting that removes Medicaid identification numbers from the address window of the mailing envelope. Gainwell continues to work with DHW to identify and address any issues from this incident. DHW and Gainwell are both committed to protecting the personal information of Medicaid members.

While Gainwell and DHW are not aware of any misuse of personal information or harm to Idaho Medicaid members as a result of this incident, impacted individuals are encouraged to remain vigilant and to consider signing up for free identify and credit monitoring, as offered in the notice letter.

The Idaho Department of Health and Welfare is dedicated to strengthening the health, safety, and independence of Idahoans. Learn more at healthandwelfare.idaho.gov.