To resolve a request for information, start by locating your customer. Open the “Individuals” drop down at the top of the screen and select “Active Customers.”
Locate your customer’s summary card at the bottom of the card. Click on the quick link “Applicant Verifications” to check if documents are needed to confirm eligibility. In the “Applicant Verification” section, you’ll see the type of document required and its status.
To upload documents for your customer, enter their portal, click “View Household Details” and “Individual View” to proceed. If documents are needed, you’ll see a notification with important “Next Steps” at the top of the customer’s dashboard, along with a link to upload the required documents.
You can also scroll to the “Your Household Eligibility” section and click the “See More Details” link to upload documents. Click on the items marked as “Not Verified” for more information on the verification request.
Be sure to complete all required fields and upload any supporting documentation. Click “Submit” to finish. Customers can’t enroll in a plan until all required documents are verified. The customer will receive a message in their secure inbox once verification is complete. This process may take up to five business days.