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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.
We will continue to work on system updates as we transition to open enrollment preparation. We will send stabilization 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.
New priorities
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Rejection of some PEBB effective dates. Some PEBB medical and dental coverage records are erroring out when their effective dates are not the first of the month. (This issue is not affecting dates for vision coverage.)
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Unable to enter some SSNs. There are situations in which HCA or employers are unable to enter the correct SSN for some subscribers and dependents. This is due to SSN validation logic in Benefits 24/7 to accommodate changes from the Social Security Administration.
Issues that have been addressed
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New K-12 retirees unable to complete processing wizard. K-12 retirees submitting initial requests for PEBB retiree insurance could not complete the processing wizard as they couldn’t move past the coverage confirmation screen. This has been resolved.
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Multiple member addresses. For 816 subscribers and 76 dependents, Benefits 24/7 had more than one address of the same type (mailing or residential). The older addresses were archived in the system.
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Other updates:
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Terminations on self-pay accounts could not be submitted.
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When subscribers made plan changes under a special open enrollment but then changed their selections back to their original plan selections, they were not switched back to the original coverage effective dates.
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When an employee was dually eligible and enrolled in one program (SEBB or PEBB) and chose to waive coverage as a new employee in the other program, they were blocked from continuing forward.
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When an employee’s dependent became eligible as a subscriber and chose to waive PEBB or SEBB medical as a new employee to remain enrolled as a dependent, an error blocked them from moving past the coverage confirmation screen.
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PEBB Unpaid Leave enrollments could not be processed.
- Terminated accounts were displaying an error when managing a special open enrollment or current coverage tile.
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PEBB and SEBB Continuation Coverage dependent coverage not terminating. Benefits 24/7 was not terminating coverage for dependents aging out from self-pay accounts. There were 32 affected accounts. The coverage for these dependents has been terminated.
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PEBB and SEBB supplemental long-term disability (LTD) screens were not displaying correct rates nor insurance options. The Supplemental LTD insurance screens were not showing the correct rate structures and, in some cases, showed older LTD insurance options. These screens were updated to show the current rates and appropriate LTD enrollment.
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 previous 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.
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