Troubleshooting Employee Navigator

Below are common scenarios that may result in issues; please check with your Employee Navigator Account Manager for further details.

• Carrier unavailable
• Carrier mismatches
• Can't approve plan notifications
• Plan errors - working with GAs

Carrier unavailable

Upon viewing a plan within Employee Navigator, upon clicking into "Benefits", if you see the error message below, indicating that a carrier is not selected:

• Within the left hand side menu, go to “Policy Info”, then tap the pencil icon to edit the plan.
• Select a “Carrier” and tap the “Save” button.
• If you don’t see your desired carrier, please contact Employee Navigator support and request to have the carrier added.

Carrier mismatches

Upon sending a plan to Employee Navigator, you may determine that the plan's issuing carrier is slightly different than what you may expect. This may be due to variations in how carriers are maintained within Employee Navigator (ex: variations of naming, acronyms, misspellings etc.).

If this is the case, please identify the exact carrier name you expect, and contact [e-mail].

Can't approve plan notifications

Upon sending a plan to Employee Navigator, within your list of Plan Notifications, if a plan's checkbox is inactive, preventing you from approving a plan, as indicated below, this typically means that an identical plan already exists for your group/company.

This will occur if you make updates to a current plan in PerfectQuote, after it has been sent to Employee Navigator.

You can either:

• Delete the original plan in Employer Navigator, then approve this new plan.
  • However, you will lose any subsequent details you may have entered into Employer Navigator (ie - details not supported by PerfectQuote), such as items below outlined in blue:
    • 
• OR, ignore the new plan notification, and manually update your Employee Navigator plan, with the updates you made in PerfectQuote, in order to keep plan designs in sync between systems.

Note: we are looking to improve this process in Q1 2023, and appreciate your patience in the meantime.

Plans not sent for new group - - if you're a GA or working with a GA

Within Sold Plans, if you see errors for Employee Navigator, and you are a GA or working with a GA:

Please note that if sending over plans for a group that does not exist in Employee Navigator:

• A GA Employee Navigator account cannot be used.
• Only a broker Employee Navigator account can be used, as the company must first be created within Employee Navigator, and GA accounts do not have permissions to do so.

Once a group exists in Employee Navigator, either a GA account or broker account can be used to send plans over.