Benefits 24/7 stabilization update – week of June 16-20

Washington State Health Care Authority sent this bulletin at 06/20/2025 03:30 PM PDT

June 20, 2025

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Benefits 24/7 stabilization update – week of June 16-20

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 is the last weekly stabilization update. While we will continue to work on system updates as we transition to open enrollment preparation, we will no longer provide weekly notices. Going forward, we will send updates no less than monthly and as needed when an important system issue is identified or resolved.

The list below does not include all identified issues, but several that we are prioritizing based on their impact on members’ enrollment. Keep in mind that we’re balancing the work on these issues with additional system issues affecting other PEBB and SEBB members, including retirees.

New priorities

Spousal attestation not requiring a complete response. When a subscriber elects to enroll a spouse in medical coverage, Benefits 24/7 is not requiring a complete response in the spousal attestation section. This results in the subscriber being allowed to proceed through the spousal attestation without answering all questions.

Benefits 24/7 is not ending PEBB vision coverage. When a PEBB subscriber’s position is ending and the end date is entered into the system, Benefits 24/7 is not ending the PEBB subscriber’s vision coverage.

Benefits 24/7 is not terminating dependent enrollments for expired certifications. Dependent enrollments whose certification has expired are not being terminated in Benefits 24/7.

Updates on previously reported priorities

System incorrectly recording new spousal attestations. When a spouse’s PEBB or SEBB medical coverage is removed, the system is saving a new spousal attestation when an attestation was neither needed nor made. The team is addressing this now.

Divorce and death events ending dependent coverage on different dates. When a divorce or death event is entered, coverage for stepchildren and spouses is showing different end dates. For these events, the coverage end dates should be the same. The team is addressing this now.

COBRA forms missing portions of text. During a review of the PEBB and SEBB COBRA PDF forms generated for HCA Customer Service, some of the text was cut off in the visible display. This did not affect subscribers’ ability to see the text. The team is addressing this now.

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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Nondiscrimination

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.

Benefits 24/7 stabilization update – week of June 16-20

Benefits 24/7 stabilization update – week of June 16-20

New priorities

Updates on previously reported priorities

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About the Health Care Authority (HCA)

Disclosure notice

Nondiscrimination