Benefits 24/7 stabilization update – week of May 26 - 30

Washington State Health Care Authority sent this bulletin at 05/30/2025 04:25 PM PDT

May 30, 2025

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Updates on HCA’s priorities and progress to stabilize the Benefits 24/7 platform for PEBB and SEBB employees

Here are updates on HCA’s priorities and progress to stabilize the Benefits 24/7 platform for PEBB and SEBB employees. Our intention is to keep you informed on identified issues, how we’re prioritizing them, and when they’re addressed.

This list does not include all the identified issues, but several that we are prioritizing based on their impact on members’ enrollment. During this period, the team also worked on smaller, clean-up issues that we are not providing detail on this week. Keep in mind that we’re balancing the work on these issues with additional system issues affecting other PEBB and SEBB members, including retirees.

Below are the larger issues that have been identified or resolved.

New priority

System-assigned temporary SSNs creating dual enrollment error in account corrections – HCA implemented a fix earlier this month, but this has still been reported as an issue. HCA is continuing to review this issue.

Issues that have been addressed

Dependents with relationship end dates incorrectly deactivated – HCA reactivated the records of 28 PEBB and SEBB employee subscribers’ dependents whose relationships were incorrectly noted as ending in an earlier fix to this issue.

PEBB vision enrollments with start dates earlier than January 1, 2025 – A small number of PEBB vision accounts were identified as having an inaccurate effective date before January 1, 2025. These accounts were corrected to reflect vision coverage beginning January 1, 2025.

Coverage for non-disabled dependents incorrectly removed – When a PEBB or SEBB dependent becomes eligible as an employee in the same program, medical coverage was terminated with an incorrect date after the employee selected (or was defaulted into) a medical plan after the 31-day enrollment window.

Updated spousal attestation language – HCA updated the language in Benefits 24/7 for the spousal coverage surcharge attestation questions based on a recent policy change. The surcharge will no longer apply to PEBB and SEBB employee subscribers if their covered spouse or state-registered domestic partner is also eligible for the other program. The language update applies to PEBB and SEBB employee subscribers only.

If you continue to have challenges on an issue that has been addressed, please submit a new ticket to HCA’s Outreach and Training team through HCA Support.

You can access weekly updates on the Benefits Administrator website via the pink alert box and under Notices and updates.

We appreciate your patience and understanding as we diligently work on resolving these and other issues.

About the Health Care Authority (HCA)

Functioning as both the state's largest health care purchaser and its behavioral health authority, the Washington State Health Care Authority (HCA) is a leader in ensuring Washington residents have the opportunity to be as healthy as possible.

There are three pillars of our work: Apple Health (Medicaid); the Public Employees Benefits Board (PEBB) and School Employees Benefits Board (SEBB) programs; and behavioral health and recovery. Under these pillars, HCA purchases health care, including behavioral health treatment for more than 2.7 million Washington residents and provides behavioral health prevention, crisis, and recovery supports to all Washington residents.

Please do not reply directly to this message. For more information, visit the HCA website, where you'll also find contact information.

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The Washington State Health Care Authority (HCA) complies with all applicable federal and Washington state civil rights laws and is committed to providing equal access to our services. Visit HCA’s website to view complete nondiscrimination statements.