Issued by: Centers for Medicare & Medicaid Services (CMS)

Issue Date: June 14, 2017

Program Area: Enrollment and Eligibility (ENR)

Question: How should issuers handle Health Insurance Casework System (HICS) cases requesting consumer demographic updates, such as addresses?

Answer: The issuer should reach out to the consumer and advise that they need to contact the Marketplace to perform the update. The issuer may close the HICS case once this contact is documented in the resolution tab. The issuer does not need to refer these HICS cases to their Account Manager (AM)/Caseworker or wait until they receive the 834 transaction to close the HICS case. The HICS Exchange Issuer Best Practices 2018 can be found on REGTAP here: https://www.regtap.info/reg_librarye.php?i=2344

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