Most CAHU members are old
enough to remember when the standard feature for new cars were roll down
windows. The basic mechanics were so simple that almost anyone could fix a
jammed window with a simple set of pliers in a pinch. Technology reduced the
act of rolling down a car window to the touch of a button, but the time and
cost of repairing it also tripled. What once only took a few hours to fix now
takes a day or two if you are lucky enough to get an appointment and can
schedule a rental car. The technological difficulties that lead to Covered
California’s suspension of the Small Business Health Options Program (SHOP)
online portal last week is indicative of the problems that go with progress.
Fortunately for our members, the SHOP online portal closure only means a return
to the traditional method of submitting paper applications and CAHU members
will continue to reliably help small businesses get the health insurance they
need. As importantly, our members provide a personal level of service and
support to their small business clients that cannot be condensed into a few
clicks of a button. And that, in my opinion, is a good thing. Helping people
make the best health coverage choices will always be built on establishing and
maintaining good relationships, and agents have been doing this for years.
Here are the issues:
SHOP Fax Number
Although the SHOP portal is now
offline, SHOP paper applications can
be sent via U.S. mail, overnight delivery, or to the SHOP's dedicated fax
number at (949) 809-3264.
Please note that applications for
the Individual Marketplace should be
faxed to (888) 329-3700. Individual
applications that are sent to the SHOP fax number may experience processing
delays.
Agent FAQ
At CAHU’s request the Agent FAQ
was updated on February 12, 2014 to provide expanded information to agents and
clients on how to service your client base while the SHOP public portal is
down. You can find the updated Agent FAQ on the employer and agent pages of the
Covered California website. The new FAQ provides a link for paper applications
which is www.CoveredCA.com/small-business.
Agent
Hotline
Pinnacle is now officially
designated to assist agents with pre-sale and post-sale policy questions. As of
this writing the process for reaching Pinnacle will still require the interim
step of calling Covered California first and identifying yourself as a
certified agent. You will be rerouted to
Pinnacle and placed in a queue. The newest reports indicate that the wait times
are often less than a few minutes. Pinnacle has the expertise to assist agents
on almost any issues.
Agent of Record
Carrier files continue to be
updated with the correct Agent of Record (AOR). Please be sure to note the AOR
information on all applications you submit to Covered California, even those
that you deem to be duplicate applications.
Change Request Form
As of this writing CAHU has not
yet received the Change Request Form from Covered California. We expect that
CAHU will receive the form in the upcoming week. We will provide you with a
notice on this as soon as it is available.
Trainings to be offered by Pinnacle
CAHU has been advised that Pinnacle plans to offer new training modules
in the near future. There is also some discussion about creating portable
training modules that can be offered by CAHU Chapters to their local chapter
members. Proposed topics include:
- Medi-Cal rules of the road
- Individual application refresher
- Application tips and tricks
- How to MAGI and determine household income
If you have suggestions on issues that you believe
additional training is needed, please contact comments@cahu.org.
Extension of Open Enrollment into April
CAHU has learned that there may
be Federal action to extend the open enrollment period into April for
individuals seeking health coverage. California would likely follow suit if
federal action occurs, with urgency legislation to match up the special enrollment
period to federal deadlines. Stay tuned
for more on this in the days to come.
Last week I met with the Los
Angeles County Insurance Commission Board and enlisted their support on this
issue. Board Chair, Scott Svonkin, has offered to provide letters the Boards of
the Los Angeles County Supervisors and Covered California in support of the
extension of the open enrollment period.
Parting Thoughts
CAHU appreciates the fact that Covered California realizes that it must improve its technology; we also know that for agents, it’s back to business as usual with paper applications.
In the weeks and months ahead, CAHU will continue to provide meaningful input to Covered California as they work on updating and redesigning their website. CAHU information will focus on how to make site design adjustments to better assist agents and their clients with the personalized service they deserve. For now, let’s roll up our sleeves, roll down the windows, take a deep breath, and let some fresh air in.
Parting Thoughts
CAHU appreciates the fact that Covered California realizes that it must improve its technology; we also know that for agents, it’s back to business as usual with paper applications.
In the weeks and months ahead, CAHU will continue to provide meaningful input to Covered California as they work on updating and redesigning their website. CAHU information will focus on how to make site design adjustments to better assist agents and their clients with the personalized service they deserve. For now, let’s roll up our sleeves, roll down the windows, take a deep breath, and let some fresh air in.
Until Next Week,