This article explains the various reasons why you might encounter errors or see an "In handling" status during card creation and management.
Enrollment Related Reasons
Combo enrollment or partial self-payment: When an enrollment involves a combination of payment methods or partial self-payment arrangements. This is not an error, but rather than standard process. When you input a combined enrollment, Zorro creates the card for the IFP manually on the back-end and it cannot be generated instantly in the platform.
Qualifying Life Event (QLE): Special enrollment updates that require changing an existing cards given a change in premium or details. This is not an error, but rather than regular process. Zorro needs to reprogram the card manually on the back end.
Technical and Action Related Issues
Insufficient funds: When the employer's FBO (For Benefit Of) account lacks adequate funds to process the card
Carrier not found: The insurance carrier associated with the enrollment cannot be located in the system. Since we program cards per carrier, we need to have a match between the carrier listed and our back end mapping.
Duplicate card generation attempts: When a card was already generated during an application process that got reset
General system errors: An intermittent technical issue on the back-end platform side.
Existing Card Status Changes
Cards that have already been generated may change to "Iin handling" status when:
Enrollment details change: Any modification to an existing enrollment record that affects card details, including:
Effective dates
Premium amounts
Payment method changes (specifically from Zorro Pay to combined payment)
Key Takeaways
"In handling" status indicates that manual intervention is required to process the card
Not all card events generate automatic notifications - operations teams must proactively manage certain scenarios
Understanding these various scenarios helps ensure smooth card management and timely issue resolution
For specific error resolution steps or if you encounter an error not listed here, please contact Zorro Support for assistance