CHA News Article

Covered California, DHCS Outline Impacts of Recent Software Problem
Offer resources for Certified Enrollment Counselors on how to submit applications

Covered California has announced that it is currently restoring data from applications completed during a software malfunction from Feb. 17 through Feb. 19 and is calling on consumers who started or updated incomplete applications during this period to resubmit their information. Covered California will reach out to consumers who enrolled in a Covered California health insurance plan, partially completed an application or submitted updates during this timeframe to advise them of their application status and offer assistance as needed. Consumers affected by the software malfunction are those who visited the online enrollment website between 1 a.m. on Feb. 17 and 1:30 p.m. on Feb. 19. Consumers — including those qualifying for Medi-Cal coverage — who completed an application or updated information prior to or after that specific timeframe are not affected. Paper applications were not affected by the online enrollment malfunctions.

The software error resulted in Covered California taking its online enrollment portal offline for several days, from 1:30 p.m. on Feb. 19, until approximately 4 a.m. on Feb. 24 for repairs. Covered California technical engineers found a software malfunction during a planned maintenance outage the prior weekend. Online enrollment is now fully operational. However, some data submitted by consumers during the malfunction need to be recovered and checked for accuracy. No personal data were compromised by the software problem or during the outage.

During the data recovery process, information submitted between Feb. 17 and Feb. 19 may not be viewable. This includes completed applications, plan selections, partially completed applications and updates to existing applications.

  • About 6,500 consumers who completed their applications and selected plans are affected, but no action by these consumers is needed. Their applications and plan selections are being processed by the health insurance plans selected, and the information will be fully restored by Covered California. These consumers must make their payment by their health insurance plan’s deadline for April 1 coverage.
  • Another 14,500 consumers who partially completed their applications or submitted updates to existing applications within the timeframe are affected. These consumers should either start a new application or resubmit any updates they made to an existing application. These consumers will be contacted by Covered California staff to restore their information and to complete their enrollment by March 15 for April 1 coverage.
  • An additional 16,000 consumers completed their applications and were determined to be likely eligible for Medi-Cal. Their applications are being processed by the county in which they are eligible, and that information is being fully restored by Covered California. Consumers’ applications may not be visible on until the restoration is complete. No action is needed from these consumers, but if they have questions they should call their county human services agency.

Options are available for consumers and their Certified Enrollment Counselors or Certified Insurance Agents who submitted information between Feb. 17 and Feb. 19, depending on whether they completed the online enrollment process, started an application or made updates to existing applications. Specific steps for consumers, county eligibility workers, Certified Enrollment Counselors and Certified Insurance Agents are outlined in the related fact sheet “Understanding Implications of Covered California Data Recovery.”