Login issues with secure email service

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We’re experiencing intermittent login issues with the secure email service we use to send enrollment status reports for our Individual and Family, Medicare Advantage, and Small Group plans. We’re required to send those notification emails securely because the enrollment verification information includes enrollees’ ID number, which is protected health information. Our IT department is working diligently to resolve the issue.

As we work toward a solution, you may encounter problems when trying to open these twice-weekly emails. If for any reason you are unable to open secure email from us, please try the following:

  • Restart your computer
  • Delete the cookies in your browser
  • Try to open the email using a different browser (Internet Explorer, Google Chrome, Firefox, or Safari)

If you’re still unable to log in, notify your sales executive via email and include a list of the browsers you’re using to try to access the secure email. If you’d like a faxed copy of the verification information, please indicate that along with your fax number.

If you aren’t able to log in and are willing to work with our IT department over the telephone to help troubleshoot and resolve this issue, please let us know in your email.

We know that providing timely enrollment verification info is vital to your business, and we strive to provide enrollment information every week for members whose applications and election forms were processed the week prior. Thank you for your patience as we work through this, and for your continued support.

Editor’s note: This was originally published on Nov. 23, 2016 and republished on Jan. 12, 2017.