Washington Healthplanfinder Application Troubleshooting Guide: Individual Application for Free and Low Cost Health Insurance

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1 Washington Healthplanfinder Application Troubleshooting Guide: Individual Application for Free and Low Cost Health Insurance What is the purpose of this guide? This guide is for In-Person Assisters/Navigators, Brokers, and other Healthplanfinder assisters to troubleshoot customer s issues while using Healthplanfinder. How can this guide be accessed? The Washington Health Benefit Exchange (WAHBE) will update this guide on a regular basis. Find the most up-to-date version in the Additional Resources for Navigators, Brokers, and other assisters section of the Quick Tips page on the WAHBE corporate website, at Check this page frequently to make sure that you are referencing the most recent version. How should you use this guide? Identify the error that you see on-screen in Healthplanfinder and follow the appropriate instructions under resolution. Use the titles below under How is this guide organized? to navigate to the errors that have been identified in particular sections of the application. Please note that processes suggested under resolution will vary depending on your Healthplanfinder assister role. (i.e. In-Person Assisters/Navigators should work through their Lead Organization to submit ZenDesk tickets; Brokers should call the Broker Support Center to provide description of the issue to support staff who will submit a ZenDesk ticket.) What should you do if a customer has an emergent medical condition and you cannot get past one of these errors to process their application? If the customer is potentially eligible for Washington Apple Health pregnancy medical program, urgent medical care for a child is required, or the individual is trying to renew Washington Apple Health coverage, submit a partial application via Healthplanfinder or submit a paper application by mail. The paper application with submission instructions is available at: How is this guide organized? This guide is organized by screen flow and issue type within the Washington Healthplanfinder Application for Free and Low-Cost Health Insurance. Click the titles below to navigate to the errors that have been identified in in particular sections of the application. Account Access Application Data Collection (before e-signature) Eligibility Results (after e-signature) Plan Selection and Enrollment Last revised Nov. 21, 2013 pg. 1

2 I. Account Access Issues Error Description Resolution Access to Account Denied address is already in use. Submit a general ZenDesk Ticket. Username does not exist in the system. Customer Support Representative cannot unlock a customer s account Generic Log In error Customer Locked Out Call Healthplanfinder Customer Support Center at Last revised Nov. 21, 2013 pg. 2

3 II. Application Data Collection Issues (before e-signature) Error Description Resolution ID Proofing Connection Due to ID Proofing Connection/ Validation Step 1) On the About You screen, make sure the customer s name follows these rule: null. We are Unable to Do not use blanks/spaces or special characters. Process your application. If a customer has a compound name, split the compound name between the First Name and Middle Name fields (Example: MaryJo; should be First Name: Mary, Middle Name: Jo) If a customer has two surnames/last names, connect the names with a hyphen (e.g. Smith-Jones) Apostrophes are permitted in the surname (e.g. O Brien) but only for surnames beginning with D, L, and O. Leave the Middle Name field blank if the customers does not have a middle name. Step 2) If unresolved, proceed to manual ID proofing. Step 3) If unresolved, submit a general ZenDesk Ticket. Person ID matching Due to More than 1 Person found / SSN only Match. We are Unable to Process your application. Call Healthplanfinder Customer Support Center at Last revised Nov. 21, 2013 pg. 3

4 Married Filing Jointly Tax Filing Status Error Variation of: Married Filing Jointly Tax Filing status is incorrect Step 1) On the Do you have other household members or tax dependent? screen: check that the primary applicant added their spouse to the application and indicated their spouse s tax filing status is Married Filing Jointly. Note: Screen level prompts have been added to help the customer enters tax-filing information correctly. Please follow any on-screen directions that are provided. Reminders: Include ALL household members (including spouse, children, and qualifying tax dependents) on the application whether they have other coverage or not (including Washington Apple Health). If the Primary Applicant indicates that they are a tax dependent of someone from the household, there must be a Primary Tax Filer included on the application. If the Primary Applicant adds a member to the application who is their spouse and who is a tax filer, both spouses must be listed as either Married Filing Jointly or Married Filing Separately and the tax filing statuses of spouses must match for those years that they are married. Married customers may not indicate that they are Single Filing Taxes or that one spouse is Married Filing Jointly while the other spouse is Married Filing Separately for the same year. Last revised Nov. 21, 2013 pg. 4

5 SEVIS ID Error (SEVIS ID= Student Exchange Visa ID Number) Verify Lawful Presence Information Application Malfunction Warning! Please enter the SEVIS ID to verify lawful presence Verify Your Lawful Presence Information Error Page. The application has malfunctioned. Note: If records residing with the federal data services are not up to date, a customer may receive this error if their original entry to the U.S was on a student exchange visa. (even if this was several years ago). Step 1) If the person has their SEVIS ID: On the Additional Questions screen, select No for the question: Does this person have a passport? Enter the customer s date of entry to the U.S. and select the appropriate student visa document that applies to them. (either the I-20 or DS2019 Form) The SEVIS ID number is listed on the student visa under the bar code. It should be listed as N + 10 numerical digits. The customer should enter only the numeric digits into the SEVIS ID field - do not enter the N. Step 2) If Step 1 does not resolve the issue or the person does not have access to their SEVIS ID: Do not enter any additional information. Proceed through the application and select next on the Application Review screen. Repeat this 5 times; This should push the application past this error code and allow you to continue with the application. Step 3) If issue remains unresolved, submit a general ZenDesk Ticket. Step 1) Do not enter any additional information. Proceed through the application and select next on the Application Review screen. Repeat this 5 times; This should push the application past this error code and allow you to continue with the application. Step 2) If issue remains unresolved, submit a general ZenDesk Ticket. Submit a general ZenDesk Ticket. (Please include the following information in the ZenDesk ticket: On what screen did the error occur? Did the error occur with a firsttime application or while a change was being reported? What action were you trying to complete before you received the error? After receiving the error, what actions did you take (if any) and what were the results?) Last revised Nov. 21, 2013 pg. 5

6 III. Eligibility Results (after e-signature) Error Description Resolution Error D Technical Issue Do not take further action. WAHBE is tracking this issue and will contact the applicant as needed Error OTHER Technical Issue Do not take further action. WAHBE is tracking this issue and will contact the applicant as needed 2007 Date is in the future Step 1) Review that the following have not been listed as future dates: Date of birth on the About You screen (for the primary applicant) or on the Do you have other household members or tax dependents? screen (for additional household members). Date of death on the Report Changes/Life Event screen. Date child lost health insurance on the Additional Questions screen. Date of entry (for lawfully present individuals) on the Additional Questions screen. Income received date on the Household Income Details screen Request Date is more than 3 years in the past Invalid Name; Contains invalid characters 2010 Date of Birth is more than 120 years in the past. Do not take further action. WAHBE is tracking this issue and will contact the applicant as Step 1) On the About You, the Do you have other household members or tax dependents and the Additional Questions screens, make sure the information is correct (See ID Proofing Connection above for more information) and re-submit the application. Step 1) On the About You and the Do you have other household members or tax dependents? screens, make sure all of the dates of birth are correct. Last revised Nov. 21, 2013 pg. 6

7 2011 Pregnancy Due Date is more than 12 months in the past Pregnancy Due Date is more than 10 months in the future. Step 1) On the Additional Questions screen, make sure the pregnancy due date is correct. Step 1) On the Additional Questions screen, make sure the pregnancy due date is correct There are two people on the same application with the same Person ID. Call Healthplanfinder Customer Support Center at Technical Issue Do not take further action. WAHBE is tracking this issue and will contact the customer as 2016 A referral for the same service has been created twice for the same customer. Do not take further action. WAHBE is tracking this issue and will contact the customer as 2018 No one in the household requesting coverage. Step 1) On the Do you have other household members or tax dependents? screen, make sure the application accurately indicates every household member (at least 1) who is applying for coverage and resubmit There are two mailing addresses or two residential addresses Individual has failed to enter at least City, State, ZIP, and County for the residential address Application received date is before 10/01/2013. Do not take further action. WAHBE is tracking this issue and will contact the customer as Step 1) On the Primary Applicant s Information screen, make sure the address information is complete. Call Healthplanfinder Customer Support Center at Last revised Nov. 21, 2013 pg. 7

8 3010 Incorrect tax filing information. Step 1) On the Do you have other household members or tax dependents? make sure the tax filing status of every household member is correct. Reminders: Include ALL household members (including spouse, children, and qualifying tax dependents) on the application whether they have other coverage or not (including Washington Apple Health). If the Primary Applicant indicates that they are a tax dependent of someone from the household, there must be a Primary Tax Filer included on the application. If the Primary Applicant adds a member to the application who is their spouse and who is a tax filer, both spouses must be listed as either Married Filing Jointly or Married Filing Separately and the tax filing statuses of spouses must match for those years that they are married. Married customers may not indicate that they are Single Filing Taxes or that one spouse is Married Filing Jointly while the other spouse is Married Filing Separately for the same year The Additional Relationship Questionnaire has multiple relationship types indicated for members. Step 1) On the Set Household Relationships screen, make sure the relationships between every household member are correct and re-submit. Last revised Nov. 21, 2013 pg. 8

9 3013 At least one individual has a blank relationship field on the Set Household Relationship page An individual has indicated that they are incarcerated but has also indicated on the Long-term Questionnaire that they are living in a facility. Step 1) On the Set Household Relationships screen, make sure the relationships between every household member are correct and re-submit. Step 1) On the Additional Questions screen, make sure the incarceration status is correct. Step 2) On the Additional Screening Questions screen, make sure the answer to the question whether the customer is living in a facility is No., if the customer is incarcerated, and re-submit Technical Issue Do not take further action. WAHBE is tracking this issue and will contact the customer as 3019 Technical Issue Do not take further action. WAHBE is tracking this issue and will contact the customer as 3020 Technical Issue Do not take further action. WAHBE is tracking this issue and will contact the customer as 3021 Application Request Date is earlier than the Application Received date No Address but Preferred Mode of Communication is by . Call Healthplanfinder Customer Support Center at Do not submit a ZenDesk ticket. If customer wants to provide a valid address: Step 1) Create an account for the customer via their dashboard Quick Links. Step 2) Continue from the About You screen through the Application Review screen in the customer s application and re-submit. If the customer wants to deselect the option to have notifications sent: Step 1) Edit the customer s contact information through their dashboard Technical Issue Do not take further action. WAHBE is tracking this issue and will contact the customer as Last revised Nov. 21, 2013 pg. 9

10 3024 Tax Filing Status Issue Step 1) On the Do you have other household members or tax dependents? screen, make sure that the tax filing status for every household member has been entered correctly for the current year. Reminders: Include ALL household members (including spouse, children, and qualifying tax dependents) on the application whether they have other coverage or not (including Washington Apple Health). If the Primary Applicant indicates that they are a tax dependent of someone from the household, there must be a Primary Tax Filer included on the application. If the Primary Applicant adds a member to the application who is their spouse and who is a tax filer, both spouses must be listed as either Married Filing Jointly or Married Filing Separately and the tax filing statuses of spouses must match for those years that they are married. Married customers may not indicate that they are Single Filing Taxes or that one spouse is Married Filing Jointly while the other spouse is Married Filing Separately for the same year. 3027, 3028 One member of the household indicates Married Filing Jointly, but spouse not listed as Married Filing Jointly or not on application Step 1) On the Do you have other household members or tax dependents? screen, make sure the primary applicant has added their spouse to the application (as not seeking coverage, if needed) and indicated their spouse is Married Filing Jointly. Last revised Nov. 21, 2013 pg. 10

11 3029, 3030 Applicant has indicated that they are Married Filing Jointly, and has selected that both spouses are the primary tax filer Step 1) On the Primary Applicant s Taxes and the Do you have other household members or tax dependents? screens, make sure the primary tax filer designation has been selected for only 1 of the spouses and re-submit the application One member has a tax filing status of Dependent of Someone Inside the Household for next year, but is also listed as a tax dependent of someone inside the household on another application for the same period When an individual has indicated that they are a "dependent of someone outside Household" or "non-tax filer/nondependent and on the Additional Household Tax Information has indicated that they are the dependent of one of the tax filer's in the household. Call Healthplanfinder Customer Support Center at Do not take further action. WAHBE is tracking this issue and will contact the customer as 3033 Tax Filing Status Next Year Issue Do not take further action. WAHBE is tracking this issue and will contact the customer as 3034 An individual has indicated their tax filing status as either Married filing taxes jointly or Married filing taxes separately, but has not included their spouse on the application. Step 1) On the Do you have other household members or tax dependents? screen, make sure the Primary Applicant s spouse is added to the application and re-submit the application An individual has indicated that they are married filing jointly and the spouse has indicated something other than Married Filing Jointly Step 1) On the Do you have other household members or tax dependents? screen, make sure both spouses are listed and that the tax filing status of each spouse correlates with that of the other spouse. Last revised Nov. 21, 2013 pg. 11

12 3037 Primary Applicant has indicated a tax filing status of Married Filing Jointly, did not add a spouse, and indicated that their spouse was the Primary Tax Filer Step 1) On the Do you have other household members or tax dependents? screen, make sure that the spouse is added to application. Note: A system enhancement is being developed to accommodate primary applicants who were Married Filing Jointly last year, but are not currently married. WAHBE is tracking this issue and will reach out to the customer when the issue is resolved An individual has indicated that they are both a tax filer and a tax dependent. Do not take further action. WAHBE is tracking this issue and will contact the customer as 3039 Partial ID Match Step 1) Call Washington Apple Health Customer 3040 Technical Issue Step 1) Call Washington Apple Health Customer 3042 An individual has attempted to remove a member of the application, but has not indicated a reason for the removal. Step 1) On the Report Changes/Life Events screen, complete removal of the household member and include a reason for the removal (drop down menu) Technical Issue Do not take further action. WAHBE is tracking this issue and will contact the customer as 3044 Technical Issue Do not take further action. WAHBE is tracking this issue and will contact the customer as 3045 Technical Issue Do not take further action. WAHBE is tracking this issue and will contact the customer as 3046 Tax Filing Status Issue Do not take further action. WAHBE is tracking this issue and will contact the customer as 3047 Technical Issue Do not take further action. WAHBE is tracking this issue and will contact the customer as 3048 Technical Issue Do not take further action. WAHBE is tracking this issue and will contact the customer as Last revised Nov. 21, 2013 pg. 12

13 3049, 3050, , 3053, 3054 Applicant has indicated a tax filing status of dependent of someone inside of the household and did not enter the remaining members of the tax filing unit or did not include the primary tax filer on the application Technical Tax Filing Unit Issue Step 1) On the Do you have other household members or tax dependents? screen, make sure to add all other members of the household/tax filing unit (indicate not seeking coverage as needed), and re-submit. Note: A system enhancement is being developed to accommodate Primary Applicants who were tax dependents last year but are not currently tax dependents. WAHBE is tracking this issue and will reach out to these customers as Do not take further action. WAHBE is tracking this issue and will contact the customer as 3056 Technical Issue Do not take further action. WAHBE is tracking this issue and will contact the customer as 3057 Technical Issue Do not take further action. WAHBE is tracking this issue and will contact the customer as 3058 Data Sync Issue Step 1) Call Washington Apple Health Customer 3059 Data Mismatch Issue Step 1) Call Washington Apple Health Customer If not resolved, do not take further action. HBE is 3060 Data Mismatch Issue Step 1) Call Washington Apple Health Customer 3061 Technical Issue Do not take further action. WAHBE is tracking this issue and will contact the customer as Last revised Nov. 21, 2013 pg. 13

14 3062 An individual has not indicated a tax filing status Step 1) On the Primary Applicant s Taxes and the Do you have other household members or tax dependents? screens, make sure the correct tax filing status is indicated for every household member for all years asked An individual has indicated that they are not a US Citizen and has not declared whether they are a lawfully present immigrant or not. Step 1) On the Additional Questions screen, make sure the questions Are you lawfully present or Are you a U.S. Citizen are answered correctly and re-submit the application Technical Error Do not take further action. WAHBE is tracking this issue and will contact the customer as 3066 Data Mismatch error Step 1) Call Washington Apple Health Customer 3067 Data Mismatch error Step 1) Call Washington Apple Health Customer 3068 Data Mismatch Error Step 1) Call Washington Apple Health Customer 3069 There is an existing change reporting request which is pending in our system. Step 1) Ask that the individual wait 24 hours before attempting to report a change or life event. Last revised Nov. 21, 2013 pg. 14

15 3070 Technical Issue Do not take further action. WAHBE is tracking this issue and will contact the customer as 3071 Technical Issue Do not take further action. WAHBE is tracking this issue and will contact the customer as 3074 Technical Issue Step 1) Call Washington Apple Health Customer 9004, 9005, 9006, 9999 Technical Error Do not take further action. WAHBE is tracking this issue and will contact the customer as Last revised Nov. 21, 2013 pg. 15

16 IV. Plan Selection and Enrollment Error Issue Resolution N/A Tax Credit Related Display Submit a general ZenDesk Ticket only. Issues N/A Correspondence Related Display Submit a general ZenDesk Ticket only. Issues N/A Plan Related Display Issues Submit a general ZenDesk Ticket only. Last revised Nov. 21, 2013 pg. 16

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