Frequently Asked Questions

Get answers to common questions about benefits enrollment and platform features

Why Become an Agent?

Accurate Enroll empowers agents with modern tools to streamline benefits enrollment:

  • Unified Communication Platform: Manage SMS, email, and phone campaigns from one dashboard
  • AI-Powered Assistance: Ava AI answers employee questions 24/7, reducing agent workload
  • Automated Workflows: Set up automated reminders, nudges, and follow-ups throughout the year
  • New Hire Support: Ongoing enrollment tools for new employees after open enrollment ends
  • Real-Time Analytics: Track engagement, enrollment progress, and employee interactions
  • Plan Management: AI-powered SBC extraction, PDF builder, and benefits guide tools

Save time, improve employee experience, and manage more clients efficiently.

Simplify enrollment with token-based public URLs:

  1. Upload plans and employee census data
  2. Generate unique enrollment links for each campaign
  3. Employees access plans without authentication or complex logins
  4. Track employee engagement and plan views in real-time
  5. Send automated reminders via SMS and email

No employee portals to manage. No password resets. Just share the link and track progress.

Unified communication platform for multi-channel engagement:

  • SMS Campaigns: Bulk messaging with personalization, templates, and tracking
  • Email Campaigns: Enrollment invitations, reminders, and announcements
  • Voice Campaigns: Inbound call routing with whisper announcements and recording
  • Automated Nudging: Schedule reminder sequences based on enrollment status
  • Delivery Analytics: Track open rates, click-through, and engagement

Reach employees where they are with coordinated messaging across all channels.

Yes! Accurate Enroll supports benefits administration beyond open enrollment:

  • New Hire Campaigns: Ongoing enrollment for new employees throughout the year
  • Qualifying Life Events: Special enrollment period management
  • Benefits Education: Year-round employee access to plan documents and Ava AI
  • Renewal Communications: Automated messaging for plan year transitions
  • Continuous Analytics: Monitor employee engagement and satisfaction year-round

Stay engaged with clients beyond the 30-day enrollment window.

Ready to streamline your benefits enrollment process? Contact our team to learn how Accurate Enroll can work for your agency.

Book a Demo Contact Sales

Agent Platform Questions

Creating a campaign follows a 6-step process:

  1. Create Profile: Set campaign name and basic information
  2. Company Assignment: Select the company this campaign is for
  3. Set Enrollment Window: Choose start and end dates
  4. Upload Benefits: Upload SBC documents with AI extraction
  5. Upload Census: Add employee list with contact information
  6. Launch Campaign: Activate and send invitations

Tip: Complete all steps before activating to ensure employees see a complete benefits package.

Your Broker Dashboard shows:

  • Metrics: Total campaigns, active plans, census count, SMS messages sent
  • Companies & Campaigns: View all assigned companies with active enrollment windows
  • Quick Actions: Links to campaign management, SMS dashboard, census, plans, PDF builder
  • Recommended Actions: Closing reminders, missing census/guides alerts
  • Recent Activity: Latest uploads, campaign launches, and messages sent

The dashboard prioritizes campaigns ending soon and highlights incomplete setups.

Upload methods:

  • CSV Upload: Bulk upload multiple plans with pricing tiers
  • Individual PDF Upload: AI-powered extraction from SBC documents with:
    • Confidence scores for parsed fields
    • OCR fallback for complex documents
    • Quality validation workflow
    • Manual edit capability

Workflow:

  1. Navigate to Plan Management
  2. Click "Upload Plans"
  3. Select campaign (Draft or Paused only)
  4. Upload SBC PDFs or CSV file
  5. Review AI-extracted data and confidence scores
  6. Confirm or manually edit before saving
Why can't I upload to active campaigns? Plans cannot be added mid-enrollment to protect employees. Pause the campaign first, upload plans, then reactivate.

CSV Upload Process:

  1. Navigate to Census Management from your dashboard
  2. Select the campaign
  3. Upload CSV file with required fields:
    • Employee name
    • Phone number (for SMS)
    • Email address (for invitations)
    • New hire designation (optional)
  4. Preview census data before importing
  5. Confirm to add employees to campaign

Manage Census:

  • View all employees in campaign
  • Edit employee details
  • Mark as new hires
  • Filter and search employees
  • Export census as CSV
  • Generate personalized employee enrollment links

SMS Dashboard features:

  • Campaign selector for targeted messaging
  • Total cost tracking per campaign
  • Delivery and engagement analytics
  • Failed message tracking and retry
  • Bounce rate monitoring
  • Opt-out tracking
  • URL click-through rates

Send Messages:

  1. Select SMS Dashboard from quick actions
  2. Choose campaign and recipients
  3. Select template or write custom message
  4. Schedule or send immediately
  5. Track delivery status in message log

Message Log shows: All sent messages, delivery status (delivered/failed/pending), recipient details, timestamps, template used, and click tracking.

Campaign Status Workflow:

  • Draft: Initial setup, uploading plans and census. Not visible to employees.
  • Active: Enrollment window open, public URL accessible, employees can view plans and enroll.
  • Paused: Temporarily suspend to make changes while keeping public URL accessible.
  • New Hire Only: Ongoing enrollment for new employees after main enrollment period ends.
  • Completed: Enrollment period over, campaign becomes historical record (auto-completes after 365 days).

Status Transitions:

  • Draft → Active: Upload all plans and census first, then activate and send invitations
  • Active → Paused: Make changes safely while employees can still access plans
  • Paused → Active: Resume enrollment after updates
  • Active → Completed: Permanently end enrollment (cannot be undone)
Pro Tip: Use Pause (not Completed) when you need to make changes. Only use Completed when enrollment is permanently over.

Upload a company-wide Benefits Guide (PDF) that explains all available benefits:

  1. Navigate to campaign detail page
  2. Click "Upload Benefits Guide"
  3. Select PDF document
  4. System indexes document by benefit type (Medical, Dental, Vision, etc.)
  5. Guide becomes accessible from all plan cards

Employee experience: When viewing plans, employees can click "View Benefits Guide" and it automatically opens to the relevant benefit section.

Tip: Provide a comprehensive guide that explains employer contributions, eligibility, and enrollment deadlines.

Each campaign has a unique token-based public URL that employees use to access plans:

  • No authentication required - employees don't need to log in
  • Shareable link - employees can share with spouses, advisors
  • Shows all campaign plans - medical, dental, vision, supplemental
  • Full feature access - Ava AI, filtering, highlighting, printing
  • Countdown timer - displays days remaining in enrollment window
  • Agent contact info - "Speak With Us" button with your details

Find the public URL on your campaign detail page to share with employees or include in invitations.

The PDF Builder lets you create custom combined documents:

  1. Navigate to PDF Builder from your dashboard
  2. Select multiple plan SBC documents
  3. Organize document structure and page order
  4. Add custom cover pages (optional)
  5. Merge Benefits Guides with SBC documents
  6. Download merged PDF for distribution

Use cases:

  • Create comprehensive enrollment packets
  • Combine all plans for a specific benefit type
  • Build custom presentations for employer meetings

History: View previously created PDFs in your PDF history.

Edit your broker profile to appear on employee-facing pages:

  • Personal info: Name, email, phone number
  • Brokerage/Agency: Company name and branding
  • Logo upload: Display your agency logo on campaign pages
  • Calendar link: Calendly, Google Calendar, or custom booking link
  • About section: Brief bio for employees to understand your expertise

Visibility: Your profile appears on the "Speak With Us" section of employee enrollment pages, making it easy for them to contact you.

Campaign Lifespan: Each campaign lasts 365 days from its start date.

Auto-completion: After 365 days, campaigns automatically transition to "Completed" status.

End-of-life workflow:

  • Campaign becomes a historical record
  • Public URL remains accessible for reference
  • Cannot be reactivated or modified
  • Data remains viewable for reporting
  • Analytics and message logs preserved

Multiple campaigns: You can create multiple campaigns for the same company (e.g., for plan year transitions, different employee groups, or new hire enrollments).

Each campaign has its own unique URL and tracks plans, census data, and employee access independently.

Employee Questions

Ava is your AI-powered benefits assistant that can answer questions about your plan options in real-time.

Ask Ava about:

  • Coverage details: "What's the deductible for the Aetna PPO plan?"
  • Plan comparisons: "Which plan has the lowest out-of-pocket maximum?"
  • Specific services: "What's the copay for a specialist visit?"

Find the "Ask Ava" button on the plan comparison page. Ava provides instant answers with links to supporting documentation.

Highlighting plans helps you focus on your top choices:

  1. Check the box on any plan card to highlight it
  2. Highlighted plans stay at the top for easy comparison
  3. Use filters to narrow by benefit type (Medical, Dental, Vision, etc.)
  4. Flip plan cards to see detailed coverage or view the full SBC document

Pro Tip: Highlight 2-3 plans in each category to make side-by-side comparisons easier.

Yes! You can create a printable summary of your highlighted plans:

  1. Highlight the plans you're interested in
  2. Click "Generate Printable Summary"
  3. Review the formatted document with all plan details
  4. Print or save as PDF to share with your spouse, accountant, or advisor
Note: This is for comparison purposes only and does not constitute enrollment.

The Benefits Guide is a comprehensive document provided by your employer explaining all available benefits, eligibility requirements, and employer contributions.

Access the guide by:

  • Clicking the "View Benefits Guide" link on any plan card
  • The guide automatically opens to the relevant section for that benefit type

Navigate through the full document to see medical, dental, vision, and supplemental benefit details.

The Highlighted Summary shows key plan details at a glance—the most important coverage information highlighted for quick reference.

What you'll see:

  • Deductibles and out-of-pocket maximums
  • Copays for common services (office visits, specialists, urgent care)
  • Prescription drug tier costs
  • Key coverage limits and exclusions

Click "View Highlighted Summary" on any plan card to see the condensed overview.

You can share your plan options with a spouse, partner, accountant, or advisor:

  1. Click the "Share" button on the plan comparison page
  2. Choose to share via SMS or Email
  3. Your decision maker receives a link to view the same plans and use Ava to ask questions
  4. Discuss options together before making your final selection

Your unique link gives you complete access to view and compare plans without logging in:

  • View all available plans for your company
  • Filter and compare plans by type and carrier
  • Ask Ava questions about coverage and costs
  • Highlight and print your favorite plans
  • Access the Benefits Guide and SBC documents
  • See enrollment countdown showing days remaining

Sharing: Your unique link can be shared with trusted advisors to help you make decisions.

Ava can help you understand drug tier information from your plan documents:

  1. Click "Ask Ava" on the plan comparison page
  2. Type your question: "What tier is [drug name] on the [plan name]?"
  3. Ava searches the plan documents and returns:
    • Drug tier (Tier 1, 2, 3, 4, or Specialty)
    • Copay or coinsurance amounts by tier

Example: "What tier is Metformin on the Aetna plan?" or "What are the pharmacy copays?"

Note: Ava doesn't have access to every plan's full formulary, but can provide tier information from your Summary of Benefits and Coverage (SBC) documents. Actual costs may vary by pharmacy network. Your SBC is the most comprehensive resource for prescription coverage details.

Yes! Use the filter controls at the top of the plan page:

  • Benefit Type: Medical, Dental, Vision, Life, Disability, Accident, Critical Illness, etc.
  • Carrier: Filter by insurance company (Aetna, Blue Shield, UnitedHealthcare, etc.)
  • Network: For medical plans, filter by PPO, HMO, EPO

Filters help you focus on the plan types most relevant to your needs.

Your benefits agent is available to answer questions and help you choose the right plans:

  • "Speak With Us" button: Find agent contact information on the enrollment page
  • Email: Send questions directly to your agent
  • Phone: Call for immediate assistance
  • Schedule a call: Book a meeting via Calendly link (if available)

Agents can provide personalized recommendations based on your family's needs and budget.

Accurate Enroll is a plan comparison and education platform, not an enrollment system.

To complete enrollment:

  • Contact your HR department for enrollment instructions and deadlines
  • Self-Enroll button: Some campaigns include a direct link to your employer's enrollment system
  • Use Accurate Enroll to research and compare before enrolling
Important: Printing or highlighting plans on Accurate Enroll does NOT enroll you in benefits. You must complete enrollment through your employer's official system.

Employer Questions

Your agent manages enrollment campaigns on your behalf. You can:

  • Work with your agent to set enrollment windows
  • Provide employee census data to your agent
  • Review campaign progress and employee enrollment status
  • Coordinate with your agent on plan changes or updates

Contact your assigned agent for assistance with campaign management and enrollment tracking.

Your agent will request a slim employee census to set up enrollment campaigns. This includes basic information:

  • Basic Contact: Employee names, phone numbers, and email addresses
  • Segmentation Data: Class, department, or location (used for targeted messaging)

Your agent will provide a secure method for submitting this information and will handle the enrollment setup process. The slim census approach minimizes data requirements while enabling effective communication.

Accurate Enroll provides unified communication across multiple channels:

  • SMS Campaigns: Text message reminders and updates with delivery tracking
  • Email Campaigns: Formatted email communications with engagement analytics
  • Phone Support: Inbound call tracking and recording for quality assurance
  • Targeted Messaging: Segment employees by class, department, or location for relevant communications
  • Customized Templates: Pre-approved communication templates that support your branding

All communication channels are managed from a single dashboard with approved communication plans to ensure consistent branding and unified messaging across all touchpoints.

Accurate Enroll enables year-round automated engagement:

  • Automated Reminders: Schedule enrollment deadline reminders and follow-ups
  • Smart Nudging: Trigger communications based on employee actions (or inaction)
  • Communication Plans: Set up multi-touchpoint campaigns with scheduled messages
  • Response Tracking: Monitor engagement and automatically adjust outreach

Automation reduces manual work while ensuring consistent, timely communication with employees throughout open enrollment and beyond.

Accurate Enroll supports ongoing new hire enrollment after open enrollment ends:

  • Year-Round Access: New employees can access plan information anytime
  • Automated Onboarding: Trigger enrollment communications for new hires automatically
  • Continuous Support: Ava AI provides 24/7 answers to new hire benefits questions

Your agent can set up new hire workflows to ensure every employee receives timely enrollment support, regardless of their start date.

Yes! Your agent can provide enrollment progress reports showing:

  • How many employees have completed enrollment
  • Which employees still need to enroll
  • Plan selection summaries
  • Communication plans and approval workflows for messaging campaigns
  • Employee interactions with Ava AI and anonymous question intents
Analytics Access: Depending on your build type with Accurate Enroll, you'll have access to different levels of insights. We can build and manage your complete infrastructure and enrollment platform (case build) with full real-time analytics, offer Ask Ava AI and public enrollment sites with engagement tracking, or provide communication plans with messaging analytics. Each tier delivers powerful tools to improve your enrollment experience and employee engagement.

Staff Questions

Access the System Health Check dashboard to monitor:

  • Database Connection: PostgreSQL status and query performance
  • Redis Cache: Connection status and cache hit rates
  • Celery Workers: Background task processing status
  • Ava RAG System: Plan indexing status and chunk counts
  • Analytics System: Event tracking and performance
  • Recent Errors: System-wide error log

Status Indicators:

  • Healthy - All systems operational
  • Warning - Minor issues detected
  • Critical - Immediate action required

Production Readiness: Dashboard shows critical actions needed for production deployment.

Plan Indexing powers the Ava AI system by creating searchable chunks from plan documents:

Manual Reindexing Options:

  • Force reindex all plans: Rebuild entire RAG index
  • Reindex specific plan: Enter plan ID to reindex
  • Reindex specific campaign: Reindex all plans in campaign
  • Reindex unindexed/failed: Only process plans with issues

Monitor Progress:

  • Plans completed vs. total
  • Pending plans count
  • Processing plans count
  • Failed plans count
  • Total RAG chunks indexed

When to reindex: After bulk plan uploads, database migrations, or if Ava returns inconsistent results.

Assign or change broker:

  1. Navigate to Company Management
  2. Find company in list
  3. Click company name to edit
  4. Select assigned broker from dropdown
  5. Save changes

Broker Management:

  • View all brokers system-wide
  • See recent broker signups (7-day, 30-day metrics)
  • View broker details and campaign counts
  • Monitor broker activity and engagement

The broker immediately gains access to the company's campaigns and can begin managing enrollments.

Full Analytics Dashboard access with system-wide visibility:

  • Campaign Performance Leaderboard: Top campaigns across all brokers
  • Agent Engagement Summary: Referrals, self-service, Ava assists
  • Support Channel Analytics: Common questions, conversion funnels
  • User Interaction Heatmaps: Hourly activity, event types, sessions
  • Real-time Activity Feed: WebSocket updates across system
  • System Metrics: Total campaigns, plans, brokers, companies, employees

Export Capabilities:

  • CSV export for external reporting
  • JSON data dumps
  • Printable reports

Use STAFF ONLY broker filter to view specific broker performance.

Cache Management Options:

  • Clear all Ava cache: Reset all AI assistant cached responses
  • Clear specific plan cache: Enter plan ID to clear
  • Clear specific campaign cache: Clear all plans in campaign

View Cache Status:

  • Cache hit/miss ratios
  • Performance metrics
  • Redis connection status
  • Local memory fallback status

When to clear cache:

  • After plan updates or reindexing
  • When Ava returns stale information
  • During system maintenance
  • Troubleshooting response inconsistencies

Note: Cache automatically falls back to local memory if Redis is unavailable.

Yes! Staff members have complete system-wide visibility:

  • Broker Filter: View campaigns for specific brokers or all at once
  • Campaign Management: See all campaigns across system with status filters
  • Recent Activity Feed: Monitor all user actions with timestamps
  • SMS Dashboard: View system-wide SMS activity and costs
  • Recent Enrollment Windows: Active campaigns with urgency flagging
  • Just-Ended Campaigns: Recently completed enrollments

Use STAFF ONLY badges to identify staff-exclusive features throughout the platform.

Celery handles background processing for:

  • Plan indexing: Automatic RAG chunk generation for Ava
  • Bulk operations: Large-scale data processing
  • Email sending: Campaign invitations and reminders
  • Analytics aggregation: Performance metric calculations

Monitor Celery Status:

  • Active background tasks count
  • Worker status (healthy/offline)
  • Task progress and completion
  • Failed task detection

Critical: Celery workers must be running for automatic plan indexing. Check health dashboard for worker status.

Run Bulk Plan Validation to check system-wide plan integrity:

Validation Results show:

  • Total plans analyzed
  • Healthy plans count
  • Plans with critical issues
  • Plans with warnings
  • Issue details and recommended actions

Common Issues Detected:

  • Missing SBC documents
  • Incomplete plan data
  • Indexing failures
  • Invalid pricing tiers
  • Broken PDF links

Recommended: Run validation after bulk uploads or system updates to catch issues before employees see them.

The Activity Feed provides an audit log of all system actions:

Tracks:

  • Plan uploads and edits
  • Census uploads and modifications
  • Campaign launches and status changes
  • SMS message sends
  • User logins and authentications
  • Broker assignments
  • System configuration changes

Details shown:

  • Action description
  • User who performed action
  • Timestamp
  • Affected resources (campaign, plan, etc.)

Use for: Security auditing, troubleshooting user issues, monitoring broker activity, compliance tracking.

Access SMS Dashboard with staff filter for system-wide monitoring:

  • Total messages sent: Across all campaigns and brokers
  • Delivery metrics: Successful, failed, pending
  • Cost tracking: Per campaign and total system costs
  • Engagement rates: Click-through and opt-out rates
  • Failed message tracking: Identify delivery issues
  • Bounce rate monitoring: Invalid phone numbers

Use staff filter to view activity for specific brokers or see all SMS activity across the platform.

Still have questions?

Our support team is here to help!

Contact Support