If your health plan information doesn't look correct, it's usually caused by pending document reviews, enrollment processing, dashboard filters, or temporary synchronization delays. Some issues resolve automatically once processing is complete, while others — such as a missing Health Insurance tab, shopping failures, or prolonged enrollment delays — require Customer Experience to resolve directly.
Why is my health plan missing or incorrect?
Health plan information may appear incorrect for several reasons.
Your proof of coverage is still being reviewed
If you recently uploaded proof of coverage or enrollment documents, your plan will not update until the review is complete.
Once your documents are approved, your health plan information updates automatically.
Your enrollment is still processing
After enrolling in or renewing a health plan, your insurance carrier or Marketplace may still be processing your enrollment.
While processing is underway, you may see statuses such as:
Pending
In Progress
Your plan information will update once enrollment is finalized.
If your enrollment has remained in Pending or In Progress status for more than several business days beyond what is expected, contact Customer Experience — prolonged delays may indicate a carrier-level issue that requires escalation and cannot be resolved through self-service steps.
Dashboard filters are hiding your information
Incorrect filters may prevent plans or employees from appearing.
Verify that you have selected:
The correct plan year
The correct employee class (employers)
The appropriate enrollment status
All dependents, if applicable
Multiple plans are displayed
During enrollment or renewal, it's normal to temporarily see more than one health plan.
Only one plan is associated with your active enrollment.
If duplicate plans remain after enrollment is complete, contact Take Command Customer Experience (CX).
Employer and employee portals show different information
Employer and employee dashboards may temporarily display different information while updates synchronize.
If this happens:
Refresh the page.
Sign out and back in.
Allow additional processing time.
If instructed by Customer Experience, employers may also need to reactivate the employee's record.
The Health Insurance tab or section is missing from your portal
If the Health Insurance section is not visible in your portal navigation at all — rather than being filtered or temporarily hidden — this is a backend eligibility or account activation issue, not a dashboard filter or browser problem.
Dashboard filter changes and browser troubleshooting will not make this section reappear. Contact Customer Experience and provide your full name, company name, and a screenshot of your portal navigation.
No plans appear when shopping, or the plan selection option is unavailable
If you can access the Health Insurance section but no plans display when searching — or the option to choose or select a plan is greyed out or missing — this is typically caused by an eligibility configuration that has not been fully activated on your account.
Contact Customer Experience — a representative will need to verify your eligibility settings before plans can appear.
How do I troubleshoot incorrect plan information?
Follow these steps before contacting support.
Step 1: Verify your enrollment status
Confirm your enrollment status and plan year.
Employees can review their enrollment in the member portal.
Employers can review enrollment through the employee roster.
Step 2: Complete any outstanding requests
Look for requests to provide:
Proof of coverage
Dependent verification
Enrollment documentation
Missing documentation can prevent your plan information from updating.
Step 3: Refresh your account
Try the following:
Sign out and back in.
Refresh the page.
Clear your browser cache and cookies.
Step 4: Allow additional processing time
Recent enrollments, renewals, and document uploads may require additional time before information appears correctly.
Step 5: Contact Customer Experience
If your information is still incorrect after completing these steps, contact Take Command Customer Experience (CX) for assistance.
Frequently asked questions
Why isn't my health plan showing?
The most common causes are:
Pending document review
Enrollment processing
Dashboard filters
Why do I see more than one health plan?
Multiple plans may temporarily appear while enrollment or renewal is processing.
Only one plan is tied to your active enrollment.
Why does my employer see different information?
Employer and employee dashboards may temporarily display different information while updates synchronize.
Why is my enrollment still pending?
A pending status means your enrollment has been received but verification or carrier processing is not yet complete.
My insurance card or welcome letter hasn't arrived
Insurance cards and welcome letters are issued directly by your insurance carrier, not by Take Command. If you have not received them after your enrollment is confirmed, contact your carrier directly. Customer Experience can provide your carrier's contact information if needed.
My insurance carrier isn't listed in the portal dropdown
If your carrier is not in the dropdown list, select Other and enter your carrier name manually. If the Other option is also not available or not displaying, contact Customer Experience.
The portal shows my plan as active, but my carrier says coverage was cancelled or changed
The portal reflects information provided by your insurance carrier. If your carrier has independently cancelled, modified, or placed your coverage on hold — for example, due to a missed payment — that change may not appear in the Take Command portal immediately. Contact Customer Experience so they can reconcile your status with the carrier.
Key takeaway
Most missing or incorrect health plan information is caused by document review, enrollment processing, dashboard filters, or temporary synchronization delays. Verify your enrollment, complete any required documentation, and allow processing time before contacting Customer Experience.