Step #5

Updated 2016-10-30

Application Instructions

What To Do When You Can’t Verify Identity

© Foundation Communities 2016 Page 1 of 3

STEP 1: You have two chances to verify someone’s identity. If you try twice and fail, you will end up looking at this screen. You will be allowed to upload documents immediately.

STEP 2: Select a document from this list that the

consumer has and go scan it on a USB.

Once you have scanned an identifying document

from the list in the drop down menu to a USB you

click the green “UPLOAD DOCUMENTS” to select

the document.

Select the type of document from the Drop Down

Menu and select UPLOAD – choose the

document you just scanned from the USB.

STEP 3: A Green Success Screen will show

documents have been submitted. Select Finish.

(Not pictured)

STEP 4: Click the green “Return to My Profile”

screen

STEP 5: In the Profile, there will either be “Identity

Wasn’t Verified” or “Identity Verification pending” –

either one is fine if you DEFINITELY already

successfully uploaded documents

STEP 6: Once in “My Profile,” Click the “My

Applications & Coverage” section

Step #5

Updated 2016-10-30

Application Instructions

What To Do When You Can’t Verify Identity

© Foundation Communities 2016 Page 2 of 3

STEP 7: Fill out the Year and the State and

click the “Apply or Renew Button.”

Click “Next” to continue to the application

You will be kicked to the long form of the

application.

STEP 8: Enter all information into the application as you normally would.

Once you have completed the first three sections of the application(Get Started, Family & Household and Income), open

the first screen of the Additional Information Section.

At this point, you need to STOP filling out the application and call the Marketplace. *

1. Call the Marketplace (800-318-2596)

2. Have the client authorize you.

3. Tell the representative the following: “I am working with a client who’s identity cannot be verified.”

4. “We have uploaded documentation to the Marketplace.”

5. “We would like you to open the application on your end and complete it so that I’ll be able to show the client

plans and enroll them. I’m almost at the end of the application, and it should open to that point on your end. I’ll

log out once you’re in.”

Step #5

Updated 2016-10-30

Application Instructions

What To Do When You Can’t Verify Identity

© Foundation Communities 2016 Page 3 of 3

STEP 11:

You have now succeeded in reaching the enroll to do list of the application!

Educate, enroll and empower this client as you normally would!

HAPPY ENROLLING!!!

If the representative asks if you’ve called Experian say “yes” and reiterate #5 above.

The representative will complete the application.

They will need you to agree (representing the customer)to those last three application questions and will ask if they have

consent to sign and submit the application on the client’s behalf. Give consent.

*If you did not stop and went ahead and submitted the application you would run into a screen that looks

like this. You will not be able to submit an application if it has an unresolved verification issue.

STEP 9:

After the rep has pushed the application through, log into the client’s

account.

Go into their 2016 application.

STEP 10:

Click the green “Resume Enrollment” button

You can also always go to the second option on left hand menu,

“Eligibility & Appeals”

When you open that you will also have the option to view “Eligibility

Results” and “Continue to Enrollment”

Warning! A red warning screen sometimes pops up at this point to

inform you that another user has edited this account. It will

ask whether you want to continue from where they left off.

Answer yes.