Healthcare.gov: Start over?by Denise Early on Oct. 10, 2013, under Health
I was just reading a California Healthline article which identifies a problem with healthcare.gov that probably applies to me – and my frustrating efforts to get through all the hoops just so I can see Arizona health insurance plans side-by-side.
According to the article:
U.S. residents who created accounts through the Affordable Care Act’s federal health insurance exchange – HealthCare.gov – have been told they need to create new usernames and receive password resets in order to fix login problems and other technological glitches, the Washington Times reports.
According to the Times, technology website Ars Technica reported that customer service representatives on the exchange’s phone support system have told recent exchange registrants that the changes are needed because many accounts were never transferred to the website’s database, leaving the accounts “‘stuck in authentication limbo.’”
I was able to set up an account after 7 days of trying, but then my identity could not be validated – despite the fact that I answered the four questions about recent financial transactions. These questions showed me that the website had connected to Experion data just like a car dealer does in order to check a person’s credit history. But even though I’m pretty sure I answered the questions correctly, it was not good enough to allow me to go on to the next hoop toward my final destination: I just want to look at Arizona plans side-by-side!!
Actually, the message I got was to call Experion to validate my identity over the phone. I tried this four different times and got the same result: ”We are experiencing high volume so please call back”. I would have waited on hold, but the Experion phone system hangs up on you at the end of the message. I guess they don’t want you to wait.
This morning I actually got through to a real person at Experion, but was told my reference number was not in the system. ”Call back next week and maybe it will be in our database then”, I was told. Arrrrrrghghghg.
Then I read the California Healthline article and saw what may be my problem. It looks like I should start over and create a new account. But do I want to? And what if I were sitting with a client and helping them go through this process? That would not be a pleasant scene. All the more reason to hold off for a few weeks until (hopefully) all the glitches will be fixed.
I would be complaining directly to contacts I have at CMS, but they are furloughed and cannot read their email or use their government-issued cell phones. With all the problems the healthcare.gov website is having, these folks might be happy to be off-line at this time.