- Posted November 30, 2013 by
This iReport is part of an assignment:
Obamacare: Your story
Healthcare.gov Still a Flop
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
[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
[4:24:17 pm]: katie
[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