Error: Unable to update employee.
Reason: Employee or Dependent record(s) are missing DOB and/or gender. Confirm fields are completed in EN.
Error: Could not find a user. Contact your plan administrator for help. (displays above a Unum login box)
Reason: Products are available by enroller only (face-to-face or call center) and a non-enroller user is trying to access the app. Make sure the following pieces are configured correctly:
- Available by enroller only is checked off under the plan Enrollment tab.
- Enrollers are configured (including enroller IDs) under the company Benefits tab > External Enroller IDs.
Error: Benefit Effective Date (Coverage Start Date) is not displaying as expected or is incorrect.
Reason: With a 3rd Party App integration, the carrier is the system of record and calculates among other things, the benefit start date. If you expect an employee to have a different benefit start date, please contact your Unum Implementation Manager to discuss and update in plane.biz. Please note that changing the eligibility rules in EN will not correct this issue.
Error: Employee Navigator displays a decline when an employee attempts to keep or make changes to existing coverages in open enrollment (Sept 2015).
Reason: This is a known issue for products that do not support re-enrollment. The enrollments are saving correctly in plane.biz, however EN is not. If you encounter this situation, EN cannot fix at this time. You will need to request a Unum generated report to provide to your client for payroll deduction purposes.