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.  

• Dependent enrollments do not match subscriber's enrollment. Some dependents are enrolled in a different medical/dental/vision plan than the subscriber for their current enrollment. This is primarily due to erroneous SEBB data that was migrated into Benefits 24/7 when the system launched. This issue affects SEBB accounts and a few PEBB accounts.  

• Benefits 24/7 is sending incorrect self-pay eligibility ending reasons. Benefits 24/7 is incorrectly generating some self-pay termination reasons. This is affecting the correct date for when self-pay coverage ends for these accounts. 

• Unable to enter some TINs (SSNs). Logic was updated in Benefits 24/7 that restricted keying of some subscriber and dependent Taxpayer Identification Numbers (TINs), which are SSNs, ITINs, or ATINs. Employers and employees can now enter any valid TIN.  

• Cannot save when updating a temporary dependent SSN (created by Benefits 24/7 when the dependent has no SSN) to a valid SSN. Users were unable to save valid SSNs when updating them from a temporary dependent SSN. This happened when managing and editing a dependent in the wizard. 

• Confirmation screens skip page 2 (Life and LTD details), but show page 2 in the PDF. The second page of the enrollment confirmation in Benefits 24/7 that showed life and long-term disability (LTD) insurance information was being bypassed for new employees and special open enrollments. This was resolved to ensure that the page is now displayed for the user as they progress through enrollment confirmations in the system. 

• Old dates being applied to LTD coverage. Beginning in July 2025, erroneous dates were sent for LTD coverage for employees who had previously ended employee-paid LTD. This issue was resolved, and the affected accounts were addressed. 

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.