Enrollment and Eligibility (ENR) FAQ
Guidance for FAQ regarding Notices and FFM Notices
Program Area: Enrollment and Eligibility (ENR)
Question: How long do Issuers have to close these cases in Health Insurance Casework System (HICS)?
Answer: All cases recorded in HICS as an Issue Level 1 are considered urgent and are required to be resolved the matter within 72 hours of receipt. At this time, we understand that this process is new and still under development. That being said, while CMS will not hold compliance with this requirement under close scrutiny, Centers for Medicare & Medicaid Services (CMS) caseworkers and account managers will take note of those cases that become extreme instances of non-compliance, and will address each outlier with the Issuer who owns the case. All other HICS cases are considered Issue Level 2 and non-urgent; these cases are to be resolved within 15 calendar days of receipt of the case.
Issued by: Centers for Medicare & Medicaid Services (CMS)
Issue Date: January 01, 2014
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