Address Validation
It is the first verification process that the tool runs to check if the address is valid; it will also confirm if the input information has the correct format. This verification process also checks if the address is already in use by an existing enrollment.
Invalid Address
If the address is found to be invalid, a pop up will be displayed explaining that the address is invalid or undeliverable, and will suggest to verify the address information:
The agent will click on CLOSE in order to verify the address information and determine the reason for getting the pop up.
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 was entered using an invalid format, agents will correct it on the application. If the format is correct, they will continue to the next step.
Full address:
Agents will review the address and confirm all the information with the applicant. They will verify the zip code, the street number, the street name spelling and the apartment number, if applicable.
If the input information is correct but the validation warning persists, after three attempts, a new pop up will appear informing the agent that the customer will have to submit proof of address.
The shipping address field will become mandatory and the applicant will have to provide a valid shipping address in order to continue with the enrollment:
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
- 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
If there is an expiration date in the document and it is not past due, the proof should be considered valid
If the shipping address is invalid, a pop up will be displayed informing the reason why the shipping address is not considered valid:
If applicants will submit proof by their own, agents must remind them that the enrollment ID number has to be placed on the top right corner of every document that the applicant will send.
To finish the process, the agent will follow the regular enrollment process steps.
