See below for AEP tips, known issues, and resolved issues.
Resolved issues
✅ Aetna HRA
11/6: A low % of Aetna HRAs weren't loading. Our vendor Connecture has fixed this.
✅ Eligiblility lookup issues
11/3: From 9:30 – 10:00 ET, Eligibility Lookup was down. Our data provider Connecture has fixed this issue.
✅ Remaining small carriers are live in quoting
Fixed 10/22: Many small regional carriers are now available in 2027 quoting. Every carrier is now quotable for MAPD, MA, PDP. New carriers include: Baycare, Doctors, PacificSource, St Luke's, Quartz, Scott & White, and many Blues – see the list.
Other resolved issues
Other resolved issues
Xarelto on Wellcare
Fixed 10/22: Xarelto was showing as off formulary for Wellcare on all platforms. This is now fixed.
We switched back to the “classic” eSignature flow
Fixed 10/16, 11:00 PM ET: We’ve switched back to the “classic” eSignature flow, which is simpler and easier for your clients. See screenshots here.
Eligibility lookup access opened
10/26: Good news: eligibility lookup is available again to every agent. Last week, we briefly limited access to this feature to only agents who had submitted enrollments – while we worked with our data provider to increase our usage limit. That increase is now in place, so we've reopened access to everyone.
Enrollment forms that weren't loading are now fixed
Fixed 10/15: Some enrollment forms weren't loading – they were just showing the a blank page, with the "CMS Appointment of Representative Form" link. This issue is now fixed, these forms are now loading normally.
Humana HRA links are loading
Humana HRA links are no longer broken, they should now point you to Humana.com where you can login to your broker portal and complete the HRA.
Eligibility lookup address
Since October 8, eligibility lookups do not include a street address. This was intentionally done by our data provider. We'll let you know if this changes.
Humana Spanish documents
Fixed 10/16: The Benefits link on Humana plan cards was pointing to the Spanish Benefits PDF – it's been fixed to point to the English version.
Known issues
This is where you’ll find any current issues impacting the platform.
Xarelto on United
United is showing Xarelto as Not Covered, even though they do cover it as a Tier 3 drug. This issue affects our site, United's own site, and Medicare.gov too. They've said that they won't load in the accurate data to fix this until Feb 15 2027. Soon we'll launch a warning in the quoter to alert you to this discrepancy.
Other known issues
Other known issues
Wellabe plan exits
Wellabe chose to temporarily exit TX, as well as PA and WI. TX, PA, and WI Wellabe states will be filed under a new charter in mid to late Q1, they will have a different underwriting company than the current one and will have all new filed rates across the board. These states were end-dated 10/31 due to that decision per request from Wellabe. They permanently exited Indiana earlier as well.
Aetna checkbox
10/1 - At the end of some Plan Year 2026 Aetna eSignature forms, the final disclosure checkbox (this) can't be selected. That's expected: it's optional and Aetna doesn't need it checked. Leave it unchecked and continue. Your client can check it, if they choose.
United LIS premium 2026
For plan year 2026 plans, United plans are not showing the premium reduction when Extra Help / LIS is selected. United is aware of this issue and working on it. This is not an issue for plan year 2027 plans – they are displaying LIS premium correctly.
AEP tips
AEP prep
Refresh yourself on carriers – see our latest list of enrollable carriers
Check RTS – confirm your carriers are Ready-to-Sell – watch this video overview
Get help
Live trainings – we’re hosting trainings throughout AEP. Register here
1:1 sessions – book time for troubleshooting. Book a session
AI chat – click the chat icon in the bottom corner for instant answers 24/7.
Contact support – weekdays 6:00–4:00 PT + Dec 5–6 + extended hours Dec 7.
Tips
AEP selection – Select the AEP option for any Jan 1 effective date enrollments. Make sure you don't submit an enrollment with AEP selected and an SEP selected – that will prevent the enrollment from being submitted.
Drug pricing – drug prices looking off? Click Edit to confirm that none are missing a package selection like this – drug pricing issues don't happen often, but when it does, this is the most common cause.
Entering a PCP for United? United wants you to enter a Provider ID to ensure that PCP selection sticks. See how here
Having an issue not shown here? Contact support at (855) 521-4984 or medicare-agents@healthsherpa.com – or try the AI chatbot below.
Frequently asked questions
What is Connecture?
Connecture is the vendor we use for plan data and enrollment application forms. Some of the issues listed here are issues that they'll need to fix.
I don't see my issue listed here?
Contact agent support at (855) 521-4984 or medicare-agents@healthsherpa.com – or try the AI chat widget on this page.