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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.
Note: Open enrollment (OE) begins Monday, October 27. Employees will be able to make changes using the Benefits 24/7 open enrollment wizard for 2026.
The list below does not include all identified issues, but several that we are prioritizing based on their impact on members’ enrollment.
Open enrollment updates
- Based on feedback from PEBB and SEBB benefits administrators (BAs) who participated in recent focus groups after last year’s open enrollment, we updated the spousal re-attestation process in the open enrollment wizard.
- We updated and refined the following reports based on feedback from benefits administrators:
- Benefit Admin Reports - Benefit Election Changes
- Benefit Admin Reports - Benefit Election Snapshot
- Benefit Admin Reports - Subscriber Demographics - Addresses and Salaries
- Benefit Admin Reports - Dependents without SSN for an Organization
- Benefit Admin Reports - Dependents Requiring Re-certification
- Benefit Admin Reports - Spousal Re-attestation for an Organization
- Benefit Admin Reports - Termed Accounts
Issues that have been addressed
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Organization dropdown does not appear for subscribers with eligibility in both programs when claiming or re-claiming on initial login. After a subscriber claims or re-claims an account that has eligibility in both SEBB and PEBB, a dropdown should appear near the top that includes the latest organization from each program. This dropdown has been appearing for some users but not others. If the subscriber logs out and logs back in, the dropdown will appear consistently. During OE, if a subscriber says they aren’t seeing the dropdown showing their organization and they have accounts in both PEBB and SEBB, they should log out completely, then log in again. This should then correctly display the dropdown and show their correct organization.
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Dependent enrollments do not match subscriber’s enrollment. Some dependents were showing in Benefits 24/7 as enrolled in a different medical/dental/vision plan than the subscriber on the account. This was primarily due to erroneous SEBB data that was migrated into the Benefits 24/7 system when the system launched. For the vast majority, this did NOT result in dependents being enrolled with the carriers differently from their subscribers. This issue impacted 6,574 accounts, primarily SEBB and less than 70 PEBB accounts. This was corrected earlier this month.
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LTD effective dates incorrectly changed. A fix in September to another issue caused incorrect changes to the LTD effective dates on 3,578 accounts. This was identified and the dates were corrected.
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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