What happens if I resolve an error incorrectly?

If you resolve a carrier message incorrectly, the issue will likely continue to appear in the Manage tab until it's properly resolved.

Why This Happens

When you resolve a message, your selection is communicated to the carrier during their next scheduled sync. If the resolution doesn't actually address the underlying discrepancy, the carrier will identify that the issue still exists and send the message again.

Example Scenario

Let's say a carrier reports a date of birth mismatch. The carrier has 06/27/1997, and BerniePortal shows 06/26/1997. If you:

• Incorrectly select that BerniePortal is correct (06/26/1997) when the carrier's date (06/27/1997) is actually accurate
• The carrier will maintain their records showing the discrepancy still exists
• After the next sync, the same message will reappear in your Manage tab

How to Handle Recurring Messages

If you notice a message reappearing after you've already resolved it:

Verify the correct information

• Double-check with the employer or employee about which information is accurate
• Review the original enrollment documentation
• Check employee records or ID documents if available

Re-resolve with accurate information

• Open the message again and select the correct option
• If the carrier was right, make sure you update the corresponding information in BerniePortal to match

Update BerniePortal when necessary Remember: if you indicate the carrier is correct, the system doesn't automatically update BerniePortal. You must manually update the employee's profile in BerniePortal to reflect the accurate information.

Prevention

To avoid incorrect resolutions:

• Take time to verify information before resolving messages
• Consult with employers when you're uncertain about employee data
• Keep enrollment documentation accessible for reference
• When in doubt, contact your BerniePortal Account Manager for guidance

The system is designed to continue flagging discrepancies until they're genuinely resolved, which helps ensure enrollment data remains accurate across both BerniePortal and carrier systems.