Service
Enrollment support
A person on the phone during Open Enrollment
About Enrollment support
Applications fail on identity verification, on immigration documentation, on a missing income document. We stay on the file until the carrier confirms.
Most applications that fail do not fail at the plan-selection step. They fail afterwards, quietly, when an automated check cannot verify an income figure or an immigration document and a notice goes out that the applicant does not understand or does not receive.
That notice starts a clock. Ninety days, typically, and if it runs out the credit is cut off or the coverage is terminated. Enrollment support is the work of making sure that never happens.
Documents before you need them
Each income source and each status question has its own documentation requirement, and the requirements are knowable in advance. We send a checklist built for your specific situation before you open the application, so the moment a request arrives you already have the file.
Identity verification, which fails on names
The single most common identity failure is a name that does not match the Social Security Administration record exactly. A married name never updated with the SSA will stop an application dead, and the fix is at the SSA rather than at the Marketplace. We check for that pattern before you submit.
The first premium, confirmed rather than assumed
Coverage does not begin on the effective date. It begins on the effective date if the first premium has been received. Carrier payment portals go down, autopay setups fail silently, and application status pages happily report "enrolled" for a policy that will never activate. We confirm receipt with the carrier directly and send you the effective date in writing.
How it runs
Pre-flight the application
Name against SSA record, household composition against tax filing status, employer coverage offers checked before submission.
Submit and capture the ID
A real application ID and a real eligibility determination, not a promise that someone will call you back.
Clear data-matching issues
We watch for the notice, prepare the document, upload it, and confirm the issue is closed before the window runs out.
Confirm the effective date
First premium receipt verified with the carrier, then the effective date sent to you in writing.
Questions about this specifically
What is a data-matching issue?
An automated check could not verify something you reported, most often income, citizenship or immigration status. You get a limited window to upload supporting documents. Miss it and the credit or the coverage stops.
Will you actually be on the phone in December?
That is the entire point of this service. The weeks around the December 15 deadline are when the queue is longest and when a stalled application does the most damage, so that is when we staff hardest.
Can you help if I already applied somewhere else?
Yes. You can designate us on an existing Marketplace application without starting over and without changing your plan. Nothing about your coverage or your price changes.
More general questions are answered on the questions page, and the vocabulary is on theglossary.