Resolving Portal Issues: Health Insurance Plan Visibility and Discrepancies on Take Command
Overview
Users may encounter problems with plan visibility or discrepancies in the Take Command portal, such as outdated health plans being displayed, trouble viewing renewal information, or multiple plans appearing at once. This guide explains:
Why these issues occur
How to troubleshoot them
Steps to verify and update enrollment
Common Reasons for Discrepancies
Pending Document Reviews - Submitted proof of coverage or documentation may be under review by the Take Command team before platform updates occur. Once approved, the portal reflects the updated plan.
Insurance Provider Communication Issues - The portal displays plan details based on member submissions. However, registration might be incomplete with the insurance provider, causing information mismatches. Verify all enrollment statuses directly with the provider.
ICHRA Eligibility Validation - References to prior plans might appear during new plan selection due to automated compliance checks for ICHRA eligibility. Plans flagged as ineligible will remain visible for validation purposes.
Portal Transition for New Plan Years - The platform may not display plans or data from years prior to the new system’s activation (e.g., plans before 2026). Use the older portal to view previous plans.
Display Errors Showing Multiple Approved Plans - This may be a technical issue. The system only registers the selected plan, even if others are displayed on the list.
Enrollment Statuses: Different statuses like "pending," "in progress," or "inactive" can cause discrepancies. "Pending" indicates selected data hasn't been fully processed, which may also lead to inaccuracies like prescriptions appearing covered when they're not. "In progress" shows a temporary status while updates are finalized. "Inactive enrollment" typically reflects processing delays, technical issues, or missing documentation.
Troubleshooting Steps
If your portal doesn’t reflect correct or updated information:
Verify Enrollment Details - Open the member profile in the portal and check the enrollment status under People/Roster/Enrollment. Verify the plan year and status.
Check for Pending Actions - Look for alerts about missing documents (e.g., proof of coverage) or dependent verifications.
Adjust Dashboard Filters - Ensure the filters include the correct plan year, member classes, and statuses. Confirm dependents aren’t hidden inadvertently.
Log Out and Log In Again - A quick re-login may solve display issues.
Clear Cache and Cookies - Technical browser issues can impact the portal display. Clear your browser’s cache and cookies, then try accessing the portal again.
Allow Processing Time - When renewing plans via an exchange (e.g., New York State of Health), allow a short delay for approvals to sync with the Take Command platform.
Verify Prescription Coverage: Use the insurer’s prescription lookup and formulary tools to ensure drug coverage. Check for any listed prior authorizations and shared costs. 8. Provide Proof of Enrollment: If payment reflects as pending, upload documentation, such as confirmation emails or carrier dashboard screenshots, to verify compliance with deadlines.
FAQ
Why doesn’t the portal display my current plan after renewal? Ensure the plan has been fully renewed and approved on the exchange side. Upload any required documents and recheck the enrollment status. Why do multiple plans appear in the portal? This is likely a display issue. Even if multiple plans are listed as “approved,” your enrollment is tied to just one plan. Can I see my old health plan in the portal? Access prior health plan details in the older system, as the new portal only supports current and future plan years.
What does "pending" status mean for my enrollment? It means your selection has been recorded, but processing is incomplete, which could lead to inaccuracies in areas like prescription coverage. Why is my enrollment still inactive? This may be due to delays, technical issues, or missing proof of coverage. Once these are resolved, the portal will update to active enrollment.
Conclusion
By following the recommended steps and understanding why these issues occur, you can resolve most discrepancies effectively. If problems persist, contact Take Command support for further assistance.