Consumers and agents making changes to Covered California accounts have been receiving odd error messages preventing them from viewing or completing their changes. These pop up window error messages seem to have begun after the Covered California enrollment system was updated on September 24, 2018.
Error Message With Change Reports
In one instance, the consumer had already completed their account changes in the previous week. But when they went back into the Covered California to review information they were greeted with the error message. A call to Covered California produced no explanation and the guidance was to wait a couple of days to see if the system corrected the problem.
In another situation I, as the agent on behalf of a client, had made a routine address change. Everything was going smoothly until we went to update the plan selection. That’s when we got the error message. Nothing I could do (logging out of the system and logging back in) changed the error code. We could not select the plan for the new region the clients were moving to.
I called Covered California and they experienced the same error message. But they were able to close it and move forward. After Covered California had been into the account, I was subsequently able to login to the client’s account, close the error pop up window, and move forward with plan selection.
New Covered California System Update
There can always be little bugs in the system after a new release. In this case, CalHEERS 18.9 which has minor modifications to the Shop and Compare Tool and new screens to make renewing plans for 2019 easier. Covered California has also said they have fixed some issues revolving around changes for the current plan year and changes for the next plan year.
During Open Enrollment Covered California is almost operating three different systems. First, there are consumers who are enrolling in coverage for the first time and the plan starting the next year. Consumers currently enrolled but need to make a change to their plans for the current year. Third, current consumers who are renewing and making changes to their account to take effect the next year. It’s a lot to keep separate and conflicts were bound to happen.
The current error code pop up may resolve itself has Covered California goes into renewal mode on October 1st or when open enrollment begins October 15th. If you encounter the error code call your agent to see if they are experiencing the same issue. A call to Covered California, at least in my case, miraculously resolved the issue.
Covered California Guidance
Covered California provided the following information and guidance on this unusual error code
It is currently planned to be fixed during the update occurring 10/8/2018. In the interim, here are steps you can use to get around the error:
1. Close the error pop-up
2. Click on “View/Review” button on the “Household Eligibility Result Summary” page for each member.
3. User’s latest eligibility results can be viewed by going to “View Past Application” under More Actions, then clicking on “Program Eligibility by Person” from the left hand selection menu. If this doesn’t work, please call the Covered California customer service team.