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Someone on the tax return is listed on a Marketplace policy, and the 8962 (Marketplace Insurance) is not included on the tax return.
The taxpayer may be listed on a policy held by a family member or someone in their household, and must report that information (this could require a Shared Policy Allocation).
The IRS has record of the tax customer having a Marketplace Policy, but they did not (fraud, applied for a quote, etc.)
Possible Resolutions:
Contact Add the customer to obtain their 1095-A and enter into information to the tax return. Resubmit after they have resigned.
If the customer receives the information from the Marketplace over the phone, have them fill in a blank 1095-A from the IRS website for your records https://www.irs.gov/pub/irs-pdf/f1095a.pdf
If any information is entered incorrectly for the persons claimed on the return, correct and resubmit.
If the customer does not have a Form 1095-A, they will need to contact the appropriate Marketplace to confirm that no one on their tax return had an active policy. In many cases, they have received a quote but a policy was actually opened for them.
You can find the contact information for the Marketplace here https://www.irs.gov/affordable-care-act/individuals-and-families/the-health-insurance-marketplace.
If the customer finds there was an active policy they will need to include that policy on their tax return. If this policy was paid for by someone else they will need to complete a shared policy.
If the customer confirms that no one on the return has an active policy they will need to attach a 8962 explanation as a binary attachment on the tax return.
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