Invalid Address Escalation
After the Submit button is clicked in the Address section, the Quest app begins the first verification process by validating the applicant's address. It also verifies that all entered information is in the correct format. As part of this process, the app checks whether the address is already associated with an existing enrollment.
If the system determines that the address is invalid, the following message will be displayed:
Format: agents have to verify is the information was entered with the correct format. They can help themselves by using Melissa Data.
There should be no commas ( , ), pound signs ( # ), periods ( . ), etc.:
- Apartment should be written as APT
- Circle should be written as CIR
- Drive should be written as DR
- Highway should be written as HWY
- Lane should be written as LN
- Lot should be written as LOT
- Parkway should be written as PKWY
- Place should be written as PL
- Road should be written as RD
- Suite should be written as STE
If the address entered using an invalid format, agents will correct it on the application. If the format is correct, they will continue to the next step. But if the issue persists after a second try, the Shipping Address section will become available for the ST Agent to introduce a VALID address for delivery.
As in the Physical Address section, ST Agents must enter the complete mailing address, including the city. The mailing address must be in the same state as the physical address.
If the mailing address is invalid, the following message will be displayed. To continue with the enrollment process, the applicant must correct the address or provide a different mailing address.
After completing the Address validation step, the following message will be presented for the applicant to be aware that they will have to provide address proofs to get the enrollment approved. The Quest app will provide a list of valid documents to guide the applicant.
Agents will explain to the applicant that an Address Escalation needs to be done and will request a valid address proof to be submitted with the applicant’s name on it.
The following are considered valid address proofs:
- Recent Utility bill that with the consumer’s name and address.
- Current income statement from an employer, paycheck stub, or W-2 with the consumer’s name and address.
- Prior year's state, federal, or Tribal tax return with the consumer’s name and address.
- Current mortgage or lease statement with the consumer’s name and address.
- Unexpired driver's license.
- Unexpired government, state, or Tribal issued ID.
- Government assistance program documents with the consumer’s name and address issued no longer than 90 days (except for CalFresh documents).
- Statement of benefits from a qualifying program with the consumer’s name, address, and issued no longer than 90 days.
- Retirement/pension statement of benefits with the consumer’s name and address.
- Unemployment/workers' compensation statement of benefits with the consumer’s name, address, and effective dates.
For all these proofs, the address and the customer’s name must be printed, not handwritten. Agents will have to explain to applicants that the proof must not be expired, the name must match exactly as it is on the enrollment and that it has to be legible enough
Note: If there is an expiration date in the document and it is not past due, the proof should be considered valid.
