It seems as if every time Covered California tries to fix or update their enrollment software, something else breaks. Two weeks before the 2015 open enrollment period begins, their Shop and Compare Tool that quotes rates for consumers, Certified Enrollment Counselors, and Certified Insurance Agents is broken. As of November 3rd, the Report a Change function is still dead with an estimated repair date of November 10th.
SHOP & Compare Tool – Service Update
Covered California understands that the online SHOP & Compare Tool is currently not working as intended. We are actively troubleshooting this application and hope to have it fully restored soon. We have gathered many examples from your phone calls and will let you know as soon as the SHOP & Compare Tool is back to functioning as normal. Thank you for your patience. – Covered Ca 11/3/2014
Originally the Report a Change function (See: Covered California baby blackout) was supposed to be reinstated on November 3, 2014. When I went to add the new baby for a client, the Report a Change feature was still grayed out. In other words, it was inoperable from the website. Covered California assured me that it would be back online on November 10th.
Cautious renewal and update of income
Covered California is encouraging consumers to update their income when they renew their health plans. Through conversations with Covered California customer staff and letters being sent out they make it sound as if the income changes only apply to 2015. Unfortunately, if you incorrectly change the household income with the renewal page, the changes can become retroactive. The system is date sensitive. You can’t delete one income for 2014 and add a higher or lower income for 2015. The enrollment system will determine that you had no income for 2014 and bust you down to Medi-Cal.
New! Agent of Record Procedures for the Individual Marketplace
We have an update for you on Agent of Record changes for the Individual Marketplace. The Agent of Record is the agent delegated by a consumer to submit information, make changes, and act as a representative of that individual. In addition, the Agent of Record receives commission payments on these applications. Unlike our Small Business Health Options (SHOP) program, all Agent of Record assignments for the Individual Marketplace must be made directly with each health plan…. Read more. – Covered Ca 11/3/2014
Unfortunately, when you click the read more link you are greeted with a Pinnacle Sales Page Not Found error. It’s unclear if Covered California has changed the process for consumers to delegate an agent since no one has been able to finish reading the Agent of Record update.
Consent update lost
The consent for verification of income update doesn’t seem to be working either. Some Kaiser members are receiving notices that they haven’t given consent to Covered California to verify their income and may lose their tax credits. This was after either the consumer or agent had clicked the little button on the Covered California website that read Update Consent for Verification. If consent is not given, then the tax credits will end in December and the member will have to pay the full premium amount.