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.  

New priorities 

• Notes not appearing on the note screen and leading to duplicate notes in history. Newly added notes are not appearing (not appearing to save). This results in multiple/duplicate notes on an account when users attempt to save multiple times. 

• Long-term disability (LTD) insurance effective dates. For employees whose eligibility for LTD insurance has changed, the system allows changes from yes to no or no to yes, but will not permit the date to be updated. The date remains grayed out or is missing the date field.   

Issues that have been addressed 

• Subscribers listed as their own dependent. Approximately 1,400 subscribers had a dependent set to be the same person as the subscriber when enrollment changes were made and they were dual enrolled as a subscriber in the opposite program. The issue causing this was addressed and a fix was applied to these accounts.  

• Notes added to subscribers’ accounts when changing Social Security numbers (SSNs). When an SSN change occurs, it automatically creates a member note on the account. If a dependent’s SSN change occurs, the note should be added to the subscriber, not the dependent. Pseudo SSN changes are also noted on the subscriber’s account. 

• History screens not loading. Multiple user accounts experienced incomplete loading of the history screens and received a spinning wheel. 

• Previous spouse disappears from account. When removing a disenrolled former spouse with stepchildren after a new spouse and new stepchildren have been added, the former spouse disappears in the divorce special open enrollment section when trying to return to the dependent section. 

• Accounts not opening when managing the account. When trying to manage subscriber accounts by clicking “manage account,” the account would not open. About 3,000 accounts had bad data that resulted in this issue and were fixed.  

• Incorrect optional LTD end dates based on the opt-out date for LTD coverage. This issue was specific to 174 PEBB employer group accounts. Dates were corrected and accounting adjustments were made where necessary.  

• Updated marriage dates not saving. When a marriage date was initially entered incorrectly and then updated to correct it, Benefits 24/7 stated it was saved successfully. However, when reviewing the account, it still showed the previous date. This issue was corrected. 

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