If a carrier shows a longer-than-usual gap since their last sync, this usually reflects normal variations in carrier sync schedules rather than a problem with your integration. However, understanding what's typical helps you know when to investigate further.
Different carriers have different schedules
Some carriers sync daily, others weekly, and some at specific intervals. What seems like a long gap for one carrier might be completely normal for another. A carrier that typically syncs daily showing "3 days ago" is more noteworthy than a carrier that syncs weekly showing "5 days ago."
Weekends and holidays affect sync timing
Many carriers don't sync on weekends or holidays. If the last sync was on a Friday and you're checking on Monday, a 3-day gap may simply reflect that no syncs occurred over the weekend. Similarly, carrier syncs may be delayed around major holidays.
Carrier system maintenance
Occasionally, carriers perform system maintenance or updates that temporarily pause their normal sync schedule. These are typically brief and resolve automatically.
Your resolved messages haven't reached the carrier yet
If you recently resolved carrier messages and are waiting for them to clear, a delay in syncing means the carrier hasn't received your resolutions yet. The messages will update during the next sync.
New carrier messages may be pending
If the carrier identified discrepancies since their last sync, you won't see those messages in your Manage tab until they sync again. The information you're viewing may not reflect the current state of the carrier's records.
Recent enrollment changes haven't transmitted
Enrollment updates made in BerniePortal since the last sync haven't been communicated to the carrier yet. The carrier is working with older data until the next sync occurs.
Don't assume immediate transmission
Never assume that resolving a message or making an enrollment change will reach the carrier instantly. Always factor in potential sync delays when planning timing-sensitive activities.
Consider manual communication for urgent issues
If an employee needs immediate coverage activation or a critical issue must be addressed before the next sync, consider contacting the carrier directly through traditional channels rather than waiting for the integration to sync.
Set realistic expectations
When communicating with employers or team members about when updates will reach carriers, account for sync timing and build in buffer time for potential delays.
A carrier showing several days since last sync is usually normal and reflects their regular schedule rather than a problem. Each carrier operates on its own timeline, and gaps between syncs—while sometimes frustrating—are an expected part of how the Carrier Exchange functions.
Only be concerned if:
For most situations, patience is the appropriate response. The carrier will sync according to their schedule, and your updates will be transmitted at that time.
For more information about carrier sync timing, see "How often do carriers sync?" and "What is 'Last Sync' and why is it important?"