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What should I do if my individual health plan enrollment isn't showing with the carrier or is inaccessible?

M
Written by Mel Vazquez-Martinez
Updated this week

Resolving Issues with Individual Health Plan Enrollment Visibility

If you're encountering difficulties with a carrier unable to find or access your individual health plan enrollment, follow these steps to troubleshoot and resolve the issue effectively.

Confirm Submission of Your Application

  1. Ensure that you have completed and submitted the full application through the carrier's website or portal. Missing this step could result in an incomplete enrollment status.

  2. Double-check your enrollment confirmation (if available). Reference any application confirmation emails or IDs received upon submission.

Provide Key Details to the Carrier

When contacting the carrier:

  • Clearly specify that your policy is an individual health plan rather than a group plan. Some carriers may mistakenly search under group policies instead of individual plans.

  • Provide your application or enrollment number and any personal identifiers (e.g., full name, date of birth, address) so they can locate your enrollment in their system.

Handling Incomplete Coverage Activation

If your enrollment is found, but your coverage isn't activated due to non-payment:

  1. Contact the carrier's billing or enrollment department and inform them of the situation.

  2. Make any pending premium payments directly to the carrier. Provide your application or enrollment ID for reference.

  3. Inquire whether retroactive coverage can be arranged if your payment was late. If not possible, explore interim coverage options until the next plan year.

Specific Scenarios: Platform Migration and Enrollment Systems

For cases where you're unable to access plan selection on your enrollment platform, verify whether your organization has migrated to a new platform:

  • Confirm you're using the correct platform for your enrollment year. For example, if a move was made to a new system like "HRA Hub," ensure that you access the new platform using the appropriate welcome email link.

  • Note that certain enrollment years may require purchasing a plan directly through an online Marketplace (e.g., HealthCare.gov) before uploading proof to the platform.

Choosing a Health Plan If Existing Options Are Unavailable

If you’re unable to find specific plans in your area or through available options:

  1. Confirm with your provider which individual or family plans they accept. Ask specifically for marketplace-eligible plans.

  2. Browse your area's online marketplace to identify available options and cross-reference these with plans your provider accepts.

  3. If no offered plan is compatible with your provider, consider alternatives such as selecting a new provider, paying out-of-pocket, or exploring employer or group plan options.

By taking these steps, you can effectively resolve enrollment or plan selection challenges. If issues persist, contact your carrier's customer service department for further assistance.

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