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. 

The list below does not include all identified issues, but several that we are prioritizing based on their impact on members’ enrollment.  

• When updating a PEBB employee’s eligibility for long-term disability (LTD) insurance in the Eligibility tab, the system is not allowing the effective date to be updated (it remains greyed out or is missing the date field).   

• The system is not saving an updated Partnership start date after one is entered in the Manage Dependents tab. 

• COBRA and Unpaid Leave enrollment requests for both PEBB and SEBB members automatically move to a “waiting for agency to release” status when they are submitted before an employee’s benefits end date. This has resulted in significant errors and delays, affecting the timely and accurate processing of at least 20 cases so far. HCA intends to eliminate these impacts by placing these requests into a status of “new” upon submission.  

If you continue to have challenges on an issue that has been addressed, please submit a new ticket to HCA’s Outreach & Training team through HCA Support. You can access updates on the Benefits Administrator website via the pink alert box and under Notices and updates.

We’re working through your HCA Support tickets

Since open enrollment, we have received a large number of HCA Support tickets. Generally, we respond to tickets in the order received, but also look for issues that potentially affect many accounts. In those instances, we do act earlier.   

Please follow these tips to help reduce the number of tickets received and resolve issues more quickly:  

• Some tickets in our backlog are duplicates. To help us respond faster, please avoid resubmitting the same question. Add any new details to your original ticket and close tickets that are already resolved or no longer needed.  

• When submitting a ticket, make sure you include the name of your organization and the agency and subagency (if applicable) codes in the body of your message, with the full Social Security number for the employees affected. Agency and subagency codes can be found in the Profile tab under the section titled “HCA code.” 

• Please do not refer your employees to contact Outreach and Training for help resolving their account issues. This keeps us from working on issues submitted by benefits administrators (BAs) and usually results in directing the employee back to their BA. 

• Please do not respond with “thank you” replies. We must still open these to see if there is additional content for us to address, which takes time away from addressing your more important issues.  

Your collaboration and feedback are vital and have been much appreciated!