Yes, employers can resolve carrier messages that appear for their organization. When you activate a carrier integration for an employer, that employer automatically gains access to a Manage tab in their Benefits section.
Employers see a Manage tab that displays:
They do not have access to:
Employers often have direct access to information that brokers may not readily have, making them better positioned to resolve certain discrepancies. For example:
This dual-access structure gives you flexibility in how messages are resolved:
Broker-level resolution: You can handle all messages yourself if you prefer to maintain complete control
Employer-level resolution: You can allow employers to resolve their own messages, particularly when they have better knowledge of the correct information
Collaborative approach: You can resolve some messages while letting employers handle others based on what makes most sense
The Audit Log tracks which user resolved each message, so you'll always know whether an issue was addressed at the broker level or by the employer. This provides full transparency and accountability across both your team and the employer's team.
Whether you plan to have employers monitor and resolve their own messages or prefer to handle everything yourself, it's important to communicate clearly with employers about:
For more information about employer access, see "What can employers see and do in the Carrier Exchange?"