How do I resolve carrier messages?

How do I resolve carrier messages?

Resolve carrier messages from the Manage page by reviewing the message and completing the action shown in its resolution window.


To access carrier messages:

  • Agency, broker, service team member, and general agency users: Select Carrier Exchange in the top navigation, then select Manage.
  • Employer users: Select Benefits in the top navigation, then select Manage. This page is available when the employer has an active carrier integration.

To resolve a carrier message:

  1. Locate the message in the table and select RESOLVE in its Actions column.
  2. Review the details in the Resolve Message window.
  3. Complete the action shown in the window:
    • If the window shows BerniePortal Value and a carrier value, select the correct value, then select Submit.
    • If the window asks you to acknowledge the message, select I Understand.

If the carrier value is correct


Update the corresponding information in BerniePortal manually. The message continues to appear until the information is corrected and the carrier syncs.


After you resolve a message


BerniePortal removes the resolved message from the Manage page and displays Carrier message successfully resolved. Carrier updates occur through the carrier's scheduled sync.

For information about timing, see How quickly do resolved messages sync to the carrier?.

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