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Description of the Issue: We have identified an issue between Benefits 24/7 and MetLife’s system which is preventing MetLife from processing eligibility files since February 26, 2024. This has particularly affected newly eligible subscribers, preventing them from accessing Life and AD&D benefits via the MyBenefits portal at MetLife. Additionally, these members are unable to make enrollments in supplemental coverage.
Please note this does not affect medical-only groups.
Impacts: Affected subscribers are currently unable to:
- Update beneficiary information.
- Enroll in supplemental coverage.
Cause of the Issue: The problem stems from a file integration issue between Benefits 24/7 and MetLife’s system.
Action Required: Please advise employees seeking to enroll in supplemental coverage to complete the life insurance form provided by MetLife. MetLife has a remedy plan for individuals attempting to enroll since the launch of Benefits 24/7. No life insurance enrollment extension form is necessary from employers. MetLife will allow enrollments within the guaranteed issue limit from January 16, 2024, to the present. Cases exceeding the guaranteed issue limit will be considered individually. Be aware that until the integration issue is resolved, MetLife will not be able to process the forms.
Resources and Support: Access the necessary life insurance forms at the following links:
To identify employees eligible from January 1, 2024, you can run the “Benefit Election Status” report in Benefits 24/7, with a start date of January 1, 2024, and using today as the end date.
Note: When running the report, the system will ask which data elements should be included. Although several elements are associated with this report, you should only need to select the first four data elements to identify employees eligible as of January 1 or later: SSN, first name, last name, and eligibility date.
Timeline and Updates: This is a known issue, and it has been prioritized for review and resolution beginning today. We will review the subscribers on the error file once the issue is resolved and collaborate with MetLife to transfer the data to them. We will communicate via GovDelivery when the issue is resolved and access to accounts is reinstated.
For questions or Further Assistance: please submit a ticket via the Benefits Administrator Inquiry tile within HCA Support to reach the Outreach & Training unit.
Thank you for your immediate attention to this matter and for your ongoing cooperation.
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