Brokers: Complete member-level enrollment tasks

Follow these steps to complete a new hire enrollment task. 

Note: The employee has a 48-hour grace period to make any changes. The broker may be notified of the task up to one week after the employee enrolls.  

1. Sign in to your client’s Gusto admin account. 
2. Head to the Benefits section.
3. If any member-level events require your attention, a yellow tile called “New employee benefits tasks” appears at the top of the Benefits page. Click View details.
4. Choose a task to work on and click Start.  
5. Review the task details and click Download enrollment form if a form is required.
   • Gusto fills out as much of the enrollment form as possible, but we recommend reviewing it for accuracy before submitting it to the carriers.
6. Submit the change to the carrier. 
7. Click Update Status.
8. Select In progress to show the change is pending. You’ll want to follow up with the carrier until the change is confirmed. 
   • Note: Payroll deductions will not begin until the task is marked as complete. 
9. Once the carrier confirms the enrollment and effective date, update the task status in Gusto to Complete. The employee’s payroll deductions will be updated on the next payroll run.
   • If the task is completed after the enrollment effective date, we’ll apply catch-up deductions.
   • If the carrier gives a different effective date than the one listed in Gusto, click here for next steps to correct it. 

You can view all finished tasks in the Completed tab.

Follow the steps below to submit a qualifying life event task.

Note: The broker receives this task 48 hours after an employee submits a qualifying life event in Gusto. The employee has a 48-hour grace period to make any changes before the broker is notified.  

1. Sign in to your client’s Gusto admin account. 
2. Head to the Benefits section.
3. If any member-level events require your attention, a yellow tile called “New employee benefits tasks” appears at the top of the Benefits page. Click View details.
4. Choose a task to work on and click Start.  
5. Review the task details and click Download enrollment form if a form is required. Gusto fills out as much of the enrollment form as possible, but we recommend reviewing it for accuracy before submitting it to the carriers.
6. Click Download proof of qualifying life event. Make sure the proof includes the date of the event and the affected member’s name. If not, contact the employee directly to request more documentation. 
   • Click here for a list of QLEs and commonly accepted proof.
7. Submit the change to the carrier. 
8. Click Update Status. 
9. Select In progress to show the change is pending. You’ll want to follow up with the carrier until they confirm the change is complete.
   • The employee’s payroll deductions do not change until the task is marked as complete in Gusto. 
10. Once the carrier confirms the benefits change and effective date, update the task status in Gusto to Complete. The employee’s payroll deductions will be updated on the next payroll run.
    • If the task is completed after the effective date of the benefits change, we’ll apply deduction corrections on payroll.
    • If the carrier gives a different effective date than the one listed in Gusto, click here to troubleshoot. 

If you do not mark the task as complete, Gusto will email you to confirm the effective date given by the insurance carriers. Gusto defaults to the date entered by the employee, but it is the broker’s responsibility to ensure proper payroll deductions by verifying that the date in Gusto matches the date given by the carriers.

You can view all finished tasks in the Completed tab.

Follow the steps below to submit an employee termination task.

1. Sign in to your client’s Gusto admin account. 
2. Head to the Benefits section.
3. If any member-level events require your attention, a yellow tile called “New employee benefits tasks” appears at the top of the Benefits page. Click View details.
4. Choose a task to work on and click Start.  
5. Review the task details and click Download enrollment form if a form is required.
6. Gusto fills out as much of the form as possible, but we recommend reviewing it for accuracy before submitting it to the carriers.
7. Submit the change to the carrier. 
8. Click Update Status.
9. Select In progress to show the change is pending. You’ll want to follow up with the carrier until the change is confirmed. 
10. Once the carrier confirms the termination and effective date, update the task status in Gusto to Complete. The employee’s payroll deductions will be updated on the next payroll run.

You can view all finished tasks in the Completed tab.

If an employee updates any personal information that the insurance carriers keep on file, the broker will receive a task notification. Follow the steps below to complete it. 

1. Sign in to your client’s Gusto admin account. 
2. Head to the Benefits section.
3. If any member-level events require your attention, a yellow tile called “New employee benefits tasks” appears at the top of the Benefits page. Click View details.
4. Choose a task to work on and click Start.  
5. Review the task details and click Download enrollment form if a form is required. 
   • Gusto fills out as much of the form as possible, but we recommend reviewing it for accuracy before submitting it to the carriers.
6. Submit the change to the carrier. 
7. Click Update Status.
8. Select In progress to show the change is pending. You’ll want to follow up with the carrier until the change is confirmed. 
9. Once the carrier confirms the update, click Mark complete.

You can view all finished tasks in the Completed tab.

Here’s how to check a whether an employee has enrolled and view their plan selections.

1. Sign in to your client’s Gusto admin account. 
2. Head to the People section.
3. Click Team members.
4. Select the employee.
5. On the employee’s page, go to the Benefits tab.
6. Here you can see if the employee has completed enrollment or view the plans they’ve selected. 

If the employee recently submitted their enrollment and you do not yet see a task, Gusto is processing the form and task. Your member-level implementation contact will receive an email once the task is ready to be completed.   

If the insurance carrier gives an employee a different effective date or termination date than the one listed in Gusto, follow these steps to troubleshoot and correct it. 

The benefits effective/termination date affects the employee’s payroll deductions. It is the broker’s responsibility to make sure that the effective date in Gusto matches the carrier’s records.

1. First, check the company waiting period or termination policy listed in Gusto:
   • Sign in to your client’s Gusto admin account. 
   • Go to the Benefits section. 
   • Click on the line of coverage. 
   • Review the “New hire waiting period” or “Termination policy for dismissed employees.”  
2. Contact the carrier: Have them confirm the company’s waiting period/termination policy and clarify why they gave the employee a different effective date than expected.
3. If no changes are needed after you contact the carrier: Mark the task as complete in Gusto. 
4. If you need to update an effective date or waiting period/termination policy in Gusto, follow these steps: 
   • Have the carrier send confirmation of the exact date/policy they have on file. 
   • Email [email protected] and attach the carrier proof of the correct effective date/policy. Let us know if we should update the employee's effective date and the waiting period/termination policy, or just the employee's effective date. 
   • Once the date or policy is updated in Gusto, notify the employee of their new effective date. Gusto will not notify the employee or company of the change.

View your member-level implementation contact

When a new task is created, your member-level implementation contact receives an email. Here’s how to check who that is: 

1. Sign in to your client’s Gusto admin account. 
2. Head to the Benefits section. 
3. Click on a line of coverage. 
4. In the “Broker information” tile, click View responsibilities and contacts.
5. Look under “Member-level carrier implementation contact(s).” All email addresses listed here receive an email when a task is created. 

Change your member-level implementation contact

Reach out to Gusto at [email protected]. To add or remove contacts.

Brokers can email [email protected] for additional support.