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Tips and Tricks to make Covered California website work

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.

This slideshow requires JavaScript.

November 26th

Tips for Reporting a Change

When reporting a change in the online application, applications in renewal mode will display a “Renew” button.  Based on current design, the following scenarios outline the Renew button functionality and how you can complete a “Report a Change” in this mode:
  1. 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.
  2. 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.

  1. 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.
  2. 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:

  1. 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.
  2. 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.

Uploading Documents

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

 

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.

November 2014

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.

October 2014

Supported browsers as of October 22, 2014.

Supported browsers as of October 22, 2014.

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.

Google Chrome

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.

Google Chrome redirect message from Covered California

Google Chrome redirect message from Covered California

 

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

https://v.calheers.ca.gov/apspahbx/ahbx.portal?_nfpb=true&_st=&_nfls=false&_pageLabel=maintainPage#

To

https://v.calheers.ca.gov/apspahbx/ahbx.portal?_

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.

Safari

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.

Options reset

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. system_error_covered_california

Sometimes you need to tinker with the mechanics to get it to run right.
  • pipslvr

    It’s pathetic that Covered California hasn’t been able to fix a simple problem like login issues with a specific browser, Google Chrome, after a whole month of operation. This browser has close to 20% of market share…

    • http://www.insuremekevin.com Kevin Knauss

      What’s even goofier, the darn site works fine on an iPad and Safari. It isn’t totally mobile responsive, but it still works. I just walked a woman through enrolling on her iPad! I think Accenture, the developers of the CalHEERS site, have some sort agreement with Internet Explorer which doesn’t favor Google Chrome. But even IE 10 is a pain in the…

    • TimDoyle

      Exactly. I was using Google Chrome and banging my head against a wall using Chrome.

      • http://Www.insuremekevin.com/ Kevin Knauss

        Chrome seems to be working better lately. Although they locked some of the back doors I used to get into the system.

        • http://www.featherfinancial.com Lori Morrell-Lomas

          I am enrolling members of a group that dropped coverage. I have to have them all done today. But yesterday and today, for each person, when I get to “choose a plan”, at the top of the page that usually lists plans and their details it says “Loading” with green buttons supposedly showing progress. But at the top left of the page I can see that it is actually NOT loading at all. Any ideas?

          • http://Www.insuremekevin.com/ Kevin Knauss

            I’ve encountered similar problems with pages not loading. I have usually had to just back out of the enrollment application and re-open the the individual application. That seems to reset the system so I can proceed with choosing a plan.

            Other hiccups might be that the individual is Medi-Cal eligible and you can’t select a Medi-Cal plan through the CC website.

            CC is always tinkering with the enrollment system it seems like. Make sure there is no missing data or incorrectly checked boxes such immigration status and the current affordable health insurance option should be set to “None of the above”.

          • http://www.featherfinancial.com Lori Morrell-Lomas

            Thanks for replying so promptly! This has been happening all day yesterday and today with every app I have done. Since I am at home on my laptop instead of at work on my PC, I am wondering if it is something in my Chrome settings.

          • http://Www.insuremekevin.com/ Kevin Knauss

            Chrome has been working better than IE lately. It shouldn’t be the browser if you’ve navigated through the app thus far.

            How are you signing the application? If you are enrolling through your agent portal, you need to sign with your name and 4 digit PIN number. Also, make sure the two boxes are checked marked when you submit.

            You may also want to try Reporting a change. For some reason, even when you don’t really change anything on the application, just resubmitting with the change report can trigger the system to allow selection of a health plan.

            In addition, make sure all the dates are correct. I’m good at transposing numbers when I tpye

      • pipslvr

        Chrome seems to be working now. The site is still incredibly non-intuitive and messy though. Things that seem clickable are not, links that take nowhere, …

        • http://Www.insuremekevin.com/ Kevin Knauss

          It’s very much a linear site. From start to finish it works fine. But logging back in after saving yields different results and confusion. Heaven help you if the user gets off track or tries to go backwards.

  • CJ

    I get the “Oracle Access Manager Operation Error” when I try to access any of my client designations…did you get a fix for this? I know you wrote about it…

    • http://Www.insuremekevin.com/ Kevin Knauss

      Thanks for confirming I’m not the only agent getting the message. I was hoping they would have addressed in today’s agent webinar, but all I heard was that they were working on fixes to the agent dash board.

      I haven’t found a fix to the error message.

      • Carl

        Deleting the extra url stuff worked wonders. Thanks Kevin, I was able to submit my enrollment verification and complete the entire process thanks to you (and of course myself for doing a relevant Google search.

        • http://Www.insuremekevin.com/ Kevin Knauss

          Dang, sounds like they ought to hire you as a consultant. You figured out the puzzle and completed enrollment.

  • v.confused.ca.gov

    Thank you for posting this information ~ what brought me to your page is ~ google chrome is complaining about site certificate of v/calheers.ca.gov being no good. Why isn’t the site certificate authenticated ???? Good grief, do not want my personal information hacked. I guess I’ll ignore it, seems everyone else is doing the same.

  • Dave

    Any thoughts on Firefox?

    • http://Www.insuremekevin.com/ Kevin Knauss

      I haven’t used Firefox, but another person had no more problem with it than the other browsers.

  • Karla

    I am having trouble moving forward from the personal data section. I finished putting in address/phone numbers, click continue and it takes me back to the same page. the only difference is at the bottom it shows questions about the buttons used and elements of elements sections

    • http://Www.insuremekevin.com/ Kevin Knauss

      Make sure you are not putting any dashes, paratheses or decimal points in any of the fields. No: ….—-() stuff

      • karla

        haven’t put anything but it continues to show it over and over

        • http://Www.insuremekevin.com/ Kevin Knauss

          If you can send me a screen shot and I might be able to troubleshoot the issue. You can send to my email kevin@insuremekevin.com or give me call.

  • kerry

    Thank you thank you thank you

    • http://Www.insuremekevin.com/ Kevin Knauss

      I’m glad the you found the post useful.

  • Suzy

    Who the heck uses Internet Explorer?

    • http://Www.insuremekevin.com/ Kevin Knauss

      They’ve made some significant changes to the site recently, but I haven’t encountered that problem yet. I experienced something similar to that months ago. I hate to say it, but are you using Internet Explorer? It can both create and solve some problems.

      • Suzy

        I changed it again and got in. I guess 5th times the charm. And no, I don’t use Internet Explorer. (Does anyone?) I’m using Safari. Anyway, thanks for your article. I did have a lot of the problems you mentioned but in late Feb they made a lot of fixes and I was finally able to complete my application. I just haven’t heard from the insurance company yet and I keep hoping there’s a way to check the status. I guess I need to call them directly. Thanks for the fast response.

        • http://Www.insuremekevin.com/ Kevin Knauss

          By mid February the carriers were getting member ID cards out in record time. Then Covered California crashed their site and things have gotten slow again with long telephone wait times.

  • Sharon

    I can’t pass the household information into the income tab without getting an error message. Any ideas why?

    • http://Www.insuremekevin.com/ Kevin Knauss

      The household information comes into play for income when selecting which family member generated the income. When entering wages, self-employment or other income, there will be a drop down menu to select the family member.

      If that drop down menu isn’t working, the system either didn’t recognize the family member originally or the system has bigger problems.

  • Roger

    Any idea why the error message pops up when I try to delete and uploaded document? I had previously uploaded a document and my status was pending for weeks until I realized I didn’t hit the submit button but the save and continue button instead. I uploaded another document by mistake and now need to delete it, but only the system error note pops up.

    • http://Www.insuremekevin.com/ Kevin Knauss

      The dreaded System Error screen. I got the same message after I terminated participation in a health plan and tried to re-enroll in the same plan. Only going through the motions of Report a Change would clear it so I could proceed with enrollment.

      Of course, you have nothing to change, but just by submitting a Change Report, seems to reset some of the flags in the system.

      Let me know if it works.

      • Roger

        Thank you for replying. I tried to do a Change Report, but it did not help. I still get the System Error. Any other suggestions?

        • http://Www.insuremekevin.com/ Kevin Knauss

          It could be that you can’t delete uploaded documents. I can’t get back into any of my accounts because the manage verification link is missing.

          Check your Summary to see if the file was actually uploaded. It will be under Documents and Transactions on the left hand side of the Summary Page on your account. It gives a list of all the files and dates. You can also click on the file to view what the image was that was uploaded.

  • Beck

    All I get for the last week is System Error at the last page. Contact system administrator. Tried calling. Had to wait an hour and a half then missed my call! Tried again tonight. Same issue!!

    • http://Www.insuremekevin.com/ Kevin Knauss

      I would get a system error after I terminated a plan and tried to enroll in a new one. Before I could the client, I had to Report a Change. I reported nothing, but that flipped a switch in the system to allow enrollment. Try reporting a change, signing the screens and submitting it. That might clear it up. Let me know.

  • gemfire

    I am not able to log into my account to renew. I have tried everything and still it will not recognize my password. After a 2 hour hold, I finally spoke to someone who emailed me a temporary password. This also does not work. I tried to get help in “Live Chat” but was told that customer information is not at their disposal and no help was offered other than to take off work to wait on the phone for help. I am severely disgusted with this and am now at the point where I am ready to pay the fine and just not get insurance at all. Can anyone help with unrecognizable passwords? And before you ask, my log in name is correct as I had covered ca email it to me.

    • http://Www.insuremekevin.com/ Kevin Knauss

      Many people have wondered why CC has not instituted a password retrieval through email like just about every other internet application in the world.
      I haven’t tried this, but you could always just create a new account. It is open enrollment. It would be interesting to see how the CalHEERS enrollment system handles a duplicate account for enrollment…it might be a nightmare as well.
      However, unless you are trying to change your plan or need to make necessary updates, you will be automatically renewed with your old plan (unless your plan is being terminated such as a Health Net PPO).

  • gemfire

    Your answer points to my issue exactly…I don’t know if I am going to want to change my plan until I can log in and see what the changes are and what my new cost will be. If I create a new account, I will not be able to look at any history to see what my comparison choices are so unless I can access my original account, I have no point of comparison. I do not wish to renew by default…I like to choose where I spend my money.

    • http://www.insuremekevin.com Kevin Knauss

      Most of the comparisons are on the Shop and Compare Tool. The CC website is actually woefully inadequate when it comes to comparing plans. There is no information on the hospitals, doctors or dentists. You have to go to the carrier site for that information and some of the carriers haven’t even posted all the information yet. The Covered California website won’t tell you that Health Net So. Cal Bronze plans are really Health Service Plans and not Exclusive Provider Organizations.

    • http://Www.insuremekevin.com/ Kevin Knauss

      The Shop and Compare Tool has most of the rate comparisons. Overall, CC does a poor job of allowing you to compare health plans. There is no hospital or doctor search on the site. It doesn’t even list that the Health Net EPO in Southern California has been changed to a HSP.

  • gemfire

    Thank you for your help Kevin. I guess there is no real solution at this time but I’m glad there is a place where comments and questions can at least be aired. It does help.

  • P.Brown

    i received a secure mail but cannot read it because it has,”applet.server.java,net.host.server” bunch of other stuff that says the same as that???? anyone know why this happen??

    • http://Www.insuremekevin.com/ Kevin Knauss

      CC will send secure messages, but not usually to consumers. Perhaps this is a secure message on your CC account. Otherwise, you’ll need to create a user name and password to access the secure mail.

      • P.Brown

        yes, i have a username/password. i filled the application out online and submitted it to them.

    • Leonardo Velazquez

      Were you able to figure it out? I have the same thing. I was helping my mother with it too and she has four new messages and they have the same thing happen.

      • P.Brown

        no….. i guess i’ll have to call them today. will let you know what they say..

        • Leonardo Velazquez

          You can go to your documents and download the letter there!

  • Nick W,

    I can at least log in and access my account but I can not make any changes. They have our income listed wrong and my daughter’s birth date is wrong. I have been trying to have this changed for 2 months now and its getting very irritating. I call and can’t get through after waiting on hold for over an hour….

    • http://Www.insuremekevin.com/ Kevin Knauss

      At first the Report a Change function was down. Now it is back up, but I believe consumers can only make changes for 2015 when they renew and not changes to 2014.

      Make latest blog post lists Job Aids and technical guides that CC published. Check out Report a Change 2014. It may have the info you need. However, you may not be able to make specific changes to your household information.

  • James Sandoval

    Hello,

    I am unable to edit household information. The edit buttons that appear alongside continue at the bottom are now no longer there. Attempts to call the hotline number result in a perpetual hold.

    • http://Www.insuremekevin.com/ Kevin Knauss

      You need to be in the Report a Change function of your account before you can make edits. If you open you account and click on the different boxes such as income or personal data, you can’t edit the information, only view it.
      When you open your account, you should see a Report a Change button at the top or a link in the right hand side bar. That will allow you to make changes.

  • Daniel

    Have you run into this: when I first enrolled in Feb 2014 I qualified for a Silver Plan w/ subsidy and successfully paid my premium and received benefits. Then in early summer something happened in the system which automatically put me into Medi-Cal, even though my reported income disqualified me for Medi-Cal. This, however, effected my enrollment with the Silver plan I continued to pay for. On several occasions CovCal agents reenrolled me into the Silver plan, but the system automatically put me back into Medi-Cal every two months or so. Presenrly when trying to renew my Silver plan for 2015, the system has blocked this option. Two weeks ago a CovCal agent explained this issue to me, and that I needed to contact Medi-Cal, find my caseworker and request that the file be TERMINATED. I was able to do this, but the effective termination date is 12/31/14. And now my Silver PPO has been terminated by the carrier due to the automated Medi-Cal gliche hijacking my case blocking CovCal from sending my enrollment qualification to the carrier; and the CovCal website now has locked me out of a renewal process or the ability to make any changes. Meanwhile I continue to get letters from CovCal that says I do not qualify for Medi-Cal due to my income level, and I qualify for enrollment w/subsidies even while up until this month I’ve had an active Silver plan and have been paying each month successfully! At this moment the CovCal phone system will not take my calls either, somI have no recourse to renew! Insanity.

    • http://Www.insuremekevin.com/ Kevin Knauss

      I’ve heard from several people about circumstances similar to yours. I wrote about on another website http://calhabg.net/mysterious-system-changes-covered-california-accounts/
      If the county doesn’t like your income, even though it has been verified by Covered California, they can push you into Medi-Cal. I believe the only way to correct this is to Report a Change to your 2014 account to get reinstated. Until you can get your 2014 income above 266% of the FPL through the Report a Change function, I don’t think you’ll be able to enroll in a health plan for 2015.
      The alternative, if the system will take it, is to adjust your income during the renewal process for 2015. But that won’t reinstate your 2014 Silver plan.
      Ultimately, you need to find out what the county doesn’t like about your income and where they are getting their data to dismiss that your income is genuine.

      • daniel

        Thanks. Any suggestion on how to find the info you suggest? The CovCal website is not allowing me any functionality. Or how to get assistance?? The phone system says it not taking any calls.

        • http://Www.insuremekevin.com/ Kevin Knauss

          If you are in Report a Change mode, you should be able to click on the Summary box at the top of the screen. You can then look at the transaction history and log to see who has touched your account and what they did. Most likely you’ll see a user named System that has made changes to your income and resubmitted your application.

          From the Report a Change mode you can click on the Income box and see what income has been removed. This is where you want to fix the income and the resubmit for tax credit eligibility.

          At this point, since you are already in Medi-Cal, you can’t hurt your situation any by trying to change your income. You can attempt to terminate your application and reapply, but I don’t know if that portion of the site is working. You can withdraw you application, but you run the risk of deleting your health insurance for the last year and being on the hook for any expenses covered. At least that’s what used to happen if you accidentally withdrew the application, it was like you never had health insurance.

          • daniel

            unfortunately the Report a Change mode is not functioning for me. Furthermore, when in the Summary mode and viewing my Income the information is entered correctly there, and when on the Plan Enrollment Summary page it shows I am eligible for a Silver Plan with subsidy for 2015. BUT, when I hit the renew button it says No Eligible Programs Available, and does not renew me. When I view my transaction history there are many many many ‘system’ changes going all the way back to Feb of 2014. It appears as if the ‘system’ has over run my case with an extreme number of changes, and now I am caught in Alice in Wonderland with no clear recourse. At this moment, the errant Medi-Cal file is terminated with an effective date 12/31/14, and the caseworker called me and confirmed that she see this on the “QM” screen for my file number. Hopefully this will take me out of the automated Medi-Cal system for good by Jan 1, but the concern is will I then be able to reenroll for my Silver Plan which I qualify for…??? What penalties will I have if I am not able to, or will I be forced into a Medi-Cal plan which I do not qualify for, nor want??? During this nightmare, no one at CovCal properly diagnosed this issue which started in June of 2014, when as you accurately described on the other post which you provided a link to says. Last spring I suddenly received in the mail Medi-Cal letters while simultaneously being enrolled and being billed and paying for my Silver plan. Additionally I was receiving letters stating “you are not eligible for Medi-Cal…”as well as “you are eligible for premium assistance with CovCa” along with letters saying the opposite for both offerings. All of these letters which started to arrive last spring and continue through November, had contradictory dates & eligibility information, and often arrived in triplicates. Some with issue dates that stated I needed to pick a plan by date prior to the date the letter was issued. I contacted CovCal and was told to ignore them as “computer mistakes”, and was repeatedly told that my proper plan is the Silver Plan and that they would track this case to be sure the information they inputted would stick. I relied on them each time, and each time after a month or two the issue repeated itself. Only two weeks ago did a CovCal agent state to me what I needed to do to “get out of the automated Medi-Cal system”(find my caseworker and the file ‘terminated’) but the timing of knowing of this and being able to take action has run me into the renewal deadline of Dec 15, and no recourse! Unbelievable that humans would design a system like this, recognize that there are problems, and not set up a process that takes responsibility for providing a fix. Certainly raises cynical suspicions about the true nature of what has been designed as Obama Care in California….?

          • http://Www.insuremekevin.com/ Kevin Knauss

            This confirms my unwanted fear of bureaucracy more than anything. Well meaning bureaucrats, following misguided instructions, making decisions that horribly impact our lives. This scenario gives the DMV a good name.
            On another case like yours, when Medi-Cal terminated, the whole account was terminated in the sense that the member had to start from page 1 and file a new application. I’m not sure this is your situation. If it is, I haven’t been able to make changes to the 2014 account because the system doesn’t recognize that the consumer ever had an account. Or, as I found out, the Case was terminated.
            CC staffers, Certified Enrollment Counselors and Certified Insurance Agents have more functionality within their systems to make changes than to the consumers. I would suggest reaching out to one of the above and see if they can make changes to your 2014 account.
            Otherwise, you may have to wait until January to make changes to your income to get you back into the Silver plan with ACA tax credits.

          • daniel

            Thanks Kevin! I am looking into a Certified Enrollment Counselors, as my Certified Insurance Agent has not been able to help, and is as frustrated and baffled as me. In fact she was able to have direct contact with a Supervisor at CovCal who reinstated my Silver Plan effective 9/1/14. All was fine, until I tried to renew, and bam…same issue reemerged. As I mentioned, my income is presently correct on the website, and it states I am eligible for the Silver Plan w/ subsidy on 1/1/15. So, the computer has this correct information, but will still not allow me to renew.

          • Ava

            Hi Daniel: Just got off the phone with Agent Support Line when I was working on a case. I guess there isn’t really a renew button. If you do nothing the plan will just continue on January 1st with the same plan unless you click on change plans. If you did have changes to income you cannot make them until after 1/1/2015 and then your subsidy would adjust after you continue all the way through to the end where you esign and enter your PIN. Because of your issues with Medi-Cal knocking you off you need to be absolutely sure that whatever Medi-Cal case you ever had in the SAWS system is not just discontinued. You should make sure that it is closed. I worked for 23 years in a County Health and Social Services agency as a Manager before I retired. I can tell you that there are 4 status types in Medi-Cal. They are pending, active, discontinued, and closed. Unless you are closed you may still have problems. Make sure that your county has closed your Medi-Cal case, and not just discontinued it.

          • http://Www.insuremekevin.com/ Kevin Knauss

            Thanks for the additional background information Ava.