Prevent Payment Problems Before They Impact Client Coverage

July 1, 2026  

Applies to Individual & Family Markets

Clients with payment questions are looking for quick answers and confidence that their coverage will remain active. Helping clients understand how payments work before an issue occurs can reduce confusion, prevent coverage issues, and support a smoother member experience.

Common Payment Issues
First Payment vs. Current Member Payments

• New members must submit their first premium payment (binder payment) before coverage can begin.
• Current members may use one-time payment options tied to their existing member account to make ongoing payments.

Payment Processing Delays
Payments may not appear immediately while processing occurs and the systems are updated. Portal visibility may be temporarily delayed even after payment has been submitted.

Member ID Changes
Plan or role changes, such as moving from subscriber to dependent status, may generate a new member ID. This can impact how payments are applied if outdated information is used.

Auto Bill Pay Enrollment
Auto bill pay enrollment may not carry over from one year to the next, especially if a client made a plan change. Clients should confirm their automatic payment settings as “active” during renewal periods to avoid missed payments.

What this Means for You
Encourage clients to log in to their secure member account and review their payment method, confirm member information before submitting payments, and verify auto bill pay enrollment during and after open enrollment. Early outreach and proactive reminders can help prevent payment issues before they impact coverage.