A carrier that has not synced recently has an older recorded Last Sync time than other carriers or than you expect. The time shows when that carrier was most recently updated in Carrier Exchange; it does not confirm that a particular enrollment change or resolved message has reached the carrier.

What Last Sync shows

On the Manage screen, Last Sync shows the most recently updated carrier and a relative time, such as “2 days ago.” Select Carrier Sync History to open a list of carriers with their individual Last Synced times. The list is ordered from the most recent time to the oldest.

What a gap means

A gap means the carrier’s most recent recorded update is older. It does not, by itself, identify a problem or provide an expected time for the next update. Check Carrier Sync History to compare that carrier’s time with the other carriers shown.

What to do next

To review the times:

1. Open Manage. Employers open Benefits and then Manage. General Agencies, Agencies, Brokers, and Service Team Members open Carrier Exchange and then Manage.
2. Select Carrier Sync History beside Last Sync.
3. Find the carrier in the Carrier column and review its value in the Last Synced column.

If you need to investigate a carrier integration, use the information in the history with the details of the issue you are reviewing.