Why can I not see all the available benefits when I try to process a life event?

If you (or your employee) try to process a life event, and you notice that certain benefits coverage lines you expect to see are not showing up, there are a few items you can troubleshoot: 

1. First, review the Coverage Line Event Map (Namely Payroll > Enrollment Setup > Configuration > Coverage Line Event Map) to ensure that the appropriate coverages lines are correctly mapped to the appropriate life events.

2. If you see what you believe is the correct coverage line mapping, it is possible that there are multiple coverage lines for the same benefit type, one of which is usually deactivated.  Even though this (typically, older) coverage line may be inactive, it will still appear as an option in the Coverage Line Event Map.  

• In order to confirm that this is the case and resolve the issue:

  1. Click Edit next to the current mapping.

  2. When you select the benefit dropdown, you will see the same benefit listed multiple times (for example, you may see Medical twice or more in the list). 

  3. If you observe this extra coverage line on the list, you will simply switch the mapped coverage line to the other coverage line with that same name.

  4. After that, you can Reset Enroll for the impacted employee and complete/allow them to complete their enrollment with all benefits now present.

Please feel free to reach out to the Service team via the Help Community if you need any additional assistance.