Employers with at least one Active carrier integration can use Benefits > Manage to review and resolve carrier messages for their organization. Decide in advance whether your team, the employer, or both will own that work.
Choose an ownership model
- Broker-managed: Your team reviews and resolves carrier messages. Ask the employer for information when a message needs details only they can provide.
- Employer-managed: The employer reviews and resolves its own carrier messages in Benefits > Manage.
- Shared: Agree which message types the employer handles and when your team takes over.
Set clear expectations
- Name the person or team responsible for checking messages and the expected response time.
- Define when the employer should contact your team before resolving a message.
- Treat Failure messages as urgent because they block member enrollment.
- Review the arrangement after activation or after a change in message volume, then adjust responsibility if needed.