Open Enrollment and Renewal 2015
There are numerous Covered California online issues regarding renewing a current health plan for 2015, making changes for 2014 or adjustments to the household for 2015. Covered California is releasing work-a-round solutions or additional instructions for confusing situations. I will just post their updates and any associated files that they release. Some of the updates become obsolete when they correct the problem within the software.
December 12: Error Code 224 stymies consumers changing plans
December 3, 2015 Update
On December 3rd, Covered California held a sales seminar where they reviewed known website and enrollment software issues and how to work around the glitches. They included –
- User account is automatically locked after multiple attempts
- Consumer not receiving CEC unavailable notice
- Issues with account names that include apostrophes
- County Medi-Cal SAWS program deleting addresses
- Primary applicant and first member must have same last name
- Plan selection error code
- New household dependent not displaying in household summary
- New income record is not being shown in summary
- No Modify link to Manage Delegates or Authorized Representatives
- Unable to Report a Change after renewal
- Polygamous household correction
- Incorrect health plan effective dates by person
- Children allowed to enroll in separate health plans
- Address confirmation is not being saved
The following slide program are screen shots of the known issues and how to correct them.
Tips for Reporting a Change
- If 2015 consumer eligibility has NOT been finalized, the Renew button will navigate to “Renewal Summary.” This is where you should Report a Change for the 2015 benefit year. Note that if you need to Report a Change for the 2014 benefit year, you must first finalize the renewal for the 2015 benefit year.
- If 2015 eligibility has NOT been finalized AND the consumer previously accessed the Report a Change pages for the 2015 benefit year, then the Renew button will navigate to the last accessed page. It is important to note that you will not be able to go back and make changes that were already updated. You must first finalize 2015 eligibility and select a plan before you can Report a Change for the 2015 benefit year.
If you need to Report a Change for the 2014 benefit year, you must first finalize the renewal for the 2015 benefit year.
- If 2015 eligibility has been finalized and plan selection has NOT been confirmed, the Renew button will navigate to the “Enrollment Introduction” page where you must complete plan selection. It is important to note that you will not be able to go back and make changes that were already updated. You must first finalize 2015 eligibility and select a plan before you can Report a Change for the 2015 benefit year. If you need to Report a Change for the 2014 benefit year, you must first finalize the renewal for the 2015 benefit year.
- In certain scenarios, the Renew button will not display. Instead, you will see a message that indicates “Your case is under review. Please contact your county worker for further information.” This message will display if:
- The case is a Mixed Household (Medi-Cal and Covered CA Plan members) AND the renewal for the Medi-Cal members was initiated by the county;
- Your plan selection for Covered CA members is complete
Report a Change for the 2014 benefit year will become available for Mixed Households when the renewal for Medi-Cal members of the household has been initiated by the county and plan selection is complete for Covered California members. CC Report-A-Change Tip
Tips for Entering Income in Online Application
In order to successfully enter income into the online application, we provide the following tips:
- In the First Date Paid field, enter the estimated date that the consumer first received income this year from their specified income source, for example “ their employer.
- For the Last Date Paid field, LEAVE THIS FIELD BLANK unless the consumer expects that they will no longer receive income from their specified income source within the next four months. If a consumer expects to lose their income source during this time period, then enter the estimated date the consumer will receive their last income from their specified source. If the consumer does not expect to lose their income within the next four months, again please leave this field blank
We understand that more support is needed to help you with assisting consumers that need to terminate their existing health care coverage. Covered California will be providing you with further guidance regarding the termination functionality next week.
As of November 2014, Covered California customer service representative acknowledge there was a known issue with uploading documents to a consumers account. Either the upload button was not present on the screen or the system reject the file type trying to be uploaded. There was no estimated date for repair of this issue. (11/25/2015)
There are also a number of other known issues, work-a-round fixes, technical guides and Job Aid that Covered California issued to address the variety of problems consumers and agents are facing. See: Covered California Tech Guides and Job Aids
- Address Validation (522.4 KiB)
- Apply For 2014 (308.5 KiB)
- Auto Enroll - Plan Change (524.7 KiB)
- CalHEERS Global Header And Footer (831.7 KiB)
- CC Report-A-Change Tip (70.9 KiB)
- Initial Consumer Premium Payment - Pay Now Button (861.5 KiB)
- Online Application Functionality Updates (498.1 KiB)
- Password Complexity Rules Consumers (60.5 KiB)
- Report A Change For 2014 (980.3 KiB)
- Secure Mailbox Instructions (819.4 KiB)
I used to repair old mechanical clocks so I got used to being frustrated when a 100 year time piece wouldn’t keep proper time or chime on the hour. None of us expected that we would have to tinker with the internal settings of our web browsers just to get the Covered California website to work properly. But here we, trouble shooting modern day web portals like they were antique clocks that don’t keep time.
Covered California has done a fairly significant overhaul of its website since the first open enrollment. There are documented issues with some changes and data not being displayed or functions that consumer can’t perform with the latest November 2014 release of the open enrollment iteration. Covered California released numerous job aids and technical guides that discuss some of the known issues such as income not being display or the error of allowing children to enroll in a separate plan. These issues are not related to internet browsers. You can review the many documents Covered California released at Covered California technical guides for 2015 enrollment.
Web browsers and Covered California
Supposedly, the Covered California website was built and optimized for Internet Explorer 10.0. I have not attempted to use the website with older versions of IE like 8 or 9. IE 10 is bad enough. If Covered California won’t load or open, I found I needed to enable the TLS settings in IE 10. See also: Covered California internet security issue
With IE 10.0 open
- Find the Gear symbol in upper right hand corner which designates Tools.
- Click, open up Internet Options
- Click on the Advanced Tab
- Scroll down and make sure the boxes for TLS 1.0, 1.1 and 1.2 are checked.
- Click Apply
This will get IE to recognize Covered California. The TLS boxes won’t always stay checked they seem to reset to null. After initially opening CC with the TLS checked, the browser will recognize the site.
IE has a default of opening previous session pages with the wrong settings. You may need to clear your history if after a successful login, IE starts blocking your access to Covered California.
I have found work around solutions for the hiccups or glitches between the Covered California website and Google Chrome. The problem is not creating an account, but logging in after the account is created. Covered California refreshes the page with an empty login screen OR you given a pop up line telling you to “click here” to automatically transfer. Clicking on the link does nothing.
Don’t worry; you are actually logged into the site. Click on Maintain and you go to an internal page that used for small groups.
Go up to the URL bar and trim the address down from
Hit enter and your Welcome page will come up and you can start your application.
Once you start an application, my experience has been that clicking on any tab other than Maintain after the dead login will take you to the Welcome page or continue with the application. It is important to Log Out so there won’t be conflicts if you login later.
I have been able to login with no problems with Safari on my iPad. The one attempt I made using Safari on the home iMac failed and I have not developed any work around solutions for it.
The CalHEERS website has a pesky habit of resetting any drop down menu selections on the open page if there is one error anywhere on the page. Also, double check birth dates. An error on a page resulted in the resetting of the year of birth for a client resulting in her being born in 2013. It wasn’t apparent there was an issue until the system asked question concerning her being a child because the system thought she was under 18 years of age.
The Edit buttons don’t always take you to the right record to update. You can use the left side list of to get to the correct individual as well.
Covered California is NOT Medicare
Covered California and Healthcare.gov have no connection to Medicare, Medicare Advantage, or Part D Prescription Drug plans. Don’t shop or create an account on Covered California for ANY Medicare related question, issue or insurance product.
- If you have a specific question, send it to me and I’ll try and figure it out and then post it for other to read.
- If you have additional information, tips and tricks that you have learned, post a comment below or send it to me and I will post it for the benefit of others.
Covered California System Error
A new crash, failure, glitch (what ever you want to call it) started popping up in recent weeks. The System Error message has started showing when I try to upload documents or make changes to applications. Other users have reported similar error messages. If you receive the system error, check to make sure you don’t have some incompatible selections or a drop down menu that isn’t selected. Normally, the system will tell the user if there is a problem with the data before it will allow movement to the next screen. Lately, the program just seems to be crashing.