- Posted October 21, 2013 by
This iReport is part of an assignment:
Obamacare: Your story
Signing Up at Healthcare.gov - A Study in Frustration
- hhanks, CNN iReport producer
Perhaps I could get a better prescription rate for the same premium or maybe trade up to an 80/20 or 90/10 plan and save the headache of the current plan, if not a bit of money. So I am looking for more complete coverage, especially with regards to prescription coverage for hopefully the same premium (I currently pay about 1,100/mo plus another 800/mo in prescription costs. So that's the back story.
Having been part of a number of large Enterprise software roll-outs, I knew there might be a few hiccups, but not the near non-functioning scenario that presented itself. So here's what I have experienced:
1) It took me three tries to create an account. The first account just disappeared. I could never log in after it was created. I was able to log into the second account, but I could not get to the application entry page and I received a number of error dialogs with no error information. The third account, almost a week later, worked better but the information I supplied was not sufficient to validate me, which brings me to number 2...
2) I attempted to upload a scanned image (PDF and JPG) of the necessary documents to validate my identity but kept getting a "file to large to upload" error message. After repeated tries I realized that they were comparing the files sizes without the unit of measure, i.e. KB vs. MB. My file size was 270 KB, which is ~1/20 the size of the 10 MB max file size. NASA made the same mistake and lost a Mars probe...
3) I tried to call the support number to resolve the identity verification issue, but in three tries, no one answered.
4) I was eventually able to fill out the application, however, there were a number of issues with this process. Chief among them that information that I entered during the initial session was either gone, or reset to defaults, after I logged back in. This still happens, resulting in me having to fill out the application repeatedly, though I have no idea if the information is stored and not displayed correctly, or just not stored.
5) I also received a notification that I had a message regarding my application and to log in to read the message, except that there was no link to the message, anywhere.
6) When I attempted to edit my application, I was taken to the first page (step one - getting started) and all the info that I had entered was gone. Now, this was solved by my logging out and then logging back in and finding the information restored.
7) When trying to submit my completed, at least for the last session, application, I could not due to the aforementioned identity verification issues.
I will continue to call the 800 number and also keep retrying the web site. I do hope that they tighten up their development and testing methodology and get some good development and project leadership on board. These are not volume problems, these are basic software development and system integration issues.
And in the end, I still have no idea what coverage is offered and how much it will cost me.