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  • Approved for CNN

  • Click to view Katiek915's profile
    Posted November 30, 2013 by
    Katiek915
    Location
    Hobart, Indiana
    Assignment
    Assignment
    This iReport is part of an assignment:
    Obamacare: Your story

    Healthcare.gov Still a Flop

     

    CNN PRODUCER NOTE     Katiek915 is a 26-year-old student in Hobart, Indiana. She says she's a 'big fan' of the Affordable Care Act, but it has not been well executed. She has tried multiple times to register on the federal marketplace, most recently on Nov. 30. 'They may have revamped the whole site, but many pertinent features are not available for it to function properly. There was no way to navigate the site; no home or back buttons. If you clicked anything you were logged out of your profile and the only way to get back to your information or process was to look up the site again and log in.' She turned to the live chat option when she couldn't find anywhere to leave feedback on the site. That made her more frustrated.

    Please note that CNN cannot independently verify this personal account, but there have been various technical problems that are widely known. Read more about these issues on CNN.com, or learn more about the marketplace options in your state.
    - dsashin, CNN iReport producer

    While I am a big supporter of Obamacare, this roll out has been a flop. I just turned 26 and am losing my coverage under my parents. Currently I am paying more then I make in a month to extend their plan with COBRA coverage because I have pre-existing conditions. I am really excited to be able to get affordable healthcare, but it has not been easy. I tried applying through the market place the day after it launched and it crashed right away. I have been following CNN and heard that it just might be working today in time for the deadline. I managed to make it all the way through creating my profile, but as soon as I got to my eligibility results, there was no option to continue. If I clicked on anything it logged me out. There are no navigation buttons. I ended up receiving an email informing me that I had eligibility notices, so I logged back on. Right on the top of my profile I see that I have a notice, but it doesn't say what it is or give any way to actually access that supposed notice. As frustrated as I was, I decided to click on the Live Chat button at the bottom. This is what happened:

    [4:22:39 pm]: Thanks for contacting Health Insurance Marketplace Live Chat. Please wait while we connect you to someone who can help.
    [4:22:41 pm]: Please be patient while we're helping other people.
    [4:22:50 pm]: Welcome! You're now connected to Health Insurance Marketplace Live Chat.

    Thanks for contacting us. My name is Raven. To protect your privacy, please don't provide any personal information, like Social Security Number, or any other sensitive medical or personal information.
    [4:23:07 pm]: Raven
    How may I help you?
    [4:23:36 pm]: katie
    I recieved my eligibility results but there is no where to click to continue beyond that
    [4:24:03 pm]: Raven
    What state do you live in?
    [4:24:07 pm]: katie
    I see at the top the next step is get coverage, but I don't know how to get there
    [4:24:08 pm]: katie
    indian
    [4:24:17 pm]: katie
    *Indiana
    [4:26:51 pm]: Raven
    Thank you for your interest in the Marketplace and for sharing your feedback. We apologize for any technical difficulties you may be experiencing as you use HealthCare.gov. We know this can be frustrating, and we're working around the clock to improve HealthCare.gov and to make sure your experience with it is a positive one. You also call the marketplace and one of the csrs will be able to help to finish your enrollment. We are available to help you 24 hours a day, 7 days a week. You can reach us toll free at 1-800-318-2596. Hearing impaired callers using TTY technology can reach us at 1-855-889-4325. In addition to English and Spanish, we can provide assistance in a number of languages through an interpretation service. We are closed on Memorial Day, Independence Day, Labor Day, Thanksgiving Day, and Christmas Day.
    [4:28:10 pm]: katie
    So are you saying that you can't offer any assistance on the live chat?
    [4:29:16 pm]: Raven
    Not in the nature that you need, because were online I cannot have access to your personal or health information.
    [4:30:15 pm]: katie
    Its an IT issue though, what is the point of a live chat if you cant actually even attempt to do anything
    [4:32:10 pm]: Raven
    : English- and Spanish-speaking customer service representatives at 1-800-318-2596 can answer your Marketplace questions. We work for General Dynamics Information Technology, a company contracted by the Centers for Medicare & Medicaid Services, also known as CMS, the federal agency that oversees the Health Insurance Marketplace. We are here to help you. We want to provide you with the best possible service. We can give you information about Marketplace coverage, health coverage options, and your rights and protections under the health care law.

    For example, we can:
    •Answer general Marketplace questions
    •Answer questions about health insurance basics
    •Help you determine if you qualify for lower costs on coverage
    •Answer questions about the Small Business Health Options Program Marketplace, or SHOP
    •Give you information about how to enroll in the Marketplace
    Even though we can provide you with information about the Marketplace, we cannot give our opinions or advice about your health care options. We can provide you with the facts and help you understand your choices. If you need additional support, you can reach out to the consumer assistance programs within
    [4:33:43 pm]: katie
    I didnt ask for an opinion, I asked for tech support
    [4:34:40 pm]: katie
    Also, every time you click on a link it logs you out of your page, there is no back buttons or home buttons
    [4:35:38 pm]: Raven
    I apologize that you are unable to log in to your account at this time. We have a lot of visitors trying to use our website right now. That is causing some glitches for some people trying to create accounts or log in. We'll continue working to improve the site,
    [4:38:42 pm]: Raven
    Hello are you there?
    [4:42:38 pm]: katie
    Youre obviously a robot and of no help
    [4:43:51 pm]: Raven
    I apologize for the inconvenience but there is nothing more that I can say online please call the marketplace


    There was no denial of being a robot and the responses were based on key words, rather then my actual question. They would have been better off not having a live chat, rather then using an automated response system. That just made me much more upset. Needless to say, I am giving up on enrolling for a few days to give them some more time to hopefully get them fixed.

    #Healthcare #insurance #Marketplace #Obamacare

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