What should you do if the system flags a customer's information as existing, but they claim they have never enrolled through Pennie?

When a customer's information is flagged as existing in the system, but they assert that they have never enrolled through Pennie, the appropriate course of action is to seek assistance from Pennie customer service or the designated broker communication channel. This is crucial because directly altering the system or asking the customer to create a new account may lead to further complications and does not address the underlying issue.

By contacting customer service or using the provided email for brokers, you can ensure that trained professionals handle the situation. They have the authority and resources to investigate discrepancies in enrollment records and provide an accurate resolution. This approach not only helps clarify the customer's status but also maintains the integrity of the system and ensures compliance with relevant regulations and policies.

In contrast, verifying the information with the customer or asking them to create a new account isn't ideal because it does not resolve the underlying issue and may lead to confusion or inaccuracies in the records. Attempting to manipulate or alter the customer's information directly also poses significant risks, including potential violations of data integrity and security protocols. Therefore, reaching out for assistance is the best way to handle such situations effectively.