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Old 11-21-2014, 03:37 PM   #21
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Have been trying to setup our coverage for 2015 in the past few days on CoveredCA. Some things I've learned:

- at most times of day the call wait is 1-2 hours (incredible). Seems to be shortest if we call right at 8AM (only 30min wait today, the other day we had an amazing 10 min wait).

- when we first applied in 2014 we ticked some checkbox saying that we did not need a subsidy. In 2015 we become eligible due to income change but the prices shown for new plans did not include the subsidy. It turns out that out initial setting made in 2014 does not automatically update and they needed to fix this manually.

- various buttons and links do not work on the website (e.g. link to text chat, link to terminate/cancel existing plan)

- the prices in the preview calculator are wrong. Our insurance was off by $20/month (the calculator was low)
I can confirm that chat is broken. I can confirm that the preview shows different prices - in my case it's the subsidy that is different. I was on the phone with covered CA twice yesterday. The first time I was told "up to an hour" and it was about 20 minutes before I got a rep. The second time I was told "up to two hours" and it was 40 minutes when it connected. Both times the rep worked on my application with me for a significant amount of time (avg 30 minutes each). So I'm not surprised by the wait times.
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Old 12-04-2014, 05:30 AM   #22
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I had already filled out my application and made two groups so I could get separate policies for DW and I. Tonight I finished the process by selecting a plan for each of us.

When I tried to submit the plan, I got error 500.300588. It said to try again in 30 minutes, but that resulted in the same message. It said to call the marketplace if I kept getting the message.

So the guy seemed fairly clueless (didn't know why the error happened) and said he'd have to step through my entire application. Well, after a 1/2 hour or longer confirming my inputs, he said, "ok, you're enrolled, your insurance company will be contacting you so you can make your first payment", and we ended the call.

When I went into the application on the marketplace, I saw that my tax credit was reduced by a few percent, which is no big deal, but apparently he filled out my application with some difference. But there were two buttons to pay for the policies. When I clicked, it took me to the insurance company site and it said they'd be sending me a bill.
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Old 12-04-2014, 06:37 AM   #23
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I guess my eight different application scenarios weren't too much for their servers, think I only had one instance of "come back later" type errors, and that was early on. Went through several different create application/delete start over renditions as I learned how to answer the questions and became more educated as to what policy and enrollee grouping method was optimum for our situation. Having the option of reviewing policies separate from the application process was very helpful, as it allowed me to narrow down my carrier choices early on. Pricing/subsidy differences from that process to the enrollment process were minimal, although I don't quite understand why they wouldn't match exactly. That is but a very minor nuisance though.

After going through the enrollment process several times, I just ignored any questions that were noted as optional so as not to inadvertently cause some snafu along the way. I do wish they would elaborate a bit more on the income questions, as "income" and "AGI/MAGI income" mean very different things to someone that understands them and their implications to the subsidy. I had the feeling it was dumbed down simplified a notch too far at that point, although it worked smoothly enough. In my case because I'm sure their behind the scenes computer code saw I was understating income compared to past years, the next page just gave me a gentle cautionary "You're going to need to prove that" with a 90 day window of opportunity to do so.

All in all, pleased with the process. Just hope the whole system doesn't come unglued in the coming months or years.
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Old 12-04-2014, 09:47 AM   #24
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Everything went very smooth for me this year. Created an ACA account last year but decided to keep my private insurance for one more year. My private insurance will be cancelled at the end of the year so have to select a new plan for next year. Logged into ACA, updated my information (income, etc.) then reviewed/selected a plan. Really that quick and simple, just waiting for the insurance plan documentation to arrive in the mail.
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Old 12-04-2014, 12:13 PM   #25
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I went to apply for a new policy with a new insurer, directly from their website. The plan literature references a specific network for providers. While applying, I saw a different network name, so I looked a bit, didn't see anything, and called. Seems the documents show one network, but the price quote is for another smaller and slightly less expensive network. The phone rep didn't see anything wrong with that.
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Old 12-04-2014, 12:23 PM   #26
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....The phone rep didn't see anything wrong with that.
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Old 12-04-2014, 12:26 PM   #27
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No issues this year. Changed to a different insurance company without any apparent problems. Like last year I declined to answer any "optional" questions, and did not request an up-front subsidy. So it was pretty simple. Most answers were pre-filled with data from last year, so not even much typing.
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Old 12-04-2014, 12:31 PM   #28
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Mine was easy. I didn't have to work with it at all thank god.
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Old 12-08-2014, 03:24 PM   #29
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I got a message telling me I must provide documentation of income for 2015. About 30 % of my 2015 income I plan on getting from a distribution from an IRA, which I included in the application as "retirement income", with a yearly occurrence. If I entered the IRA income as "one time event" it was not included as income. The website says to call the 800 number with any questions. Yuck. I wonder what they will tell me when I ask what docs they want that will prove I will be withdrawing x amount from an IRA in 2015 and subsequent years? Don't know if my credit union can set up automatic annual distributions. Ugh.....

The good news is that the cost sharing number and the actual premium number is very close to the estimated numbers.
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Old 12-09-2014, 12:35 AM   #30
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I just spent the last 20-30 minutes entering data into healthcare.gov and then suddenly got the following error message:

Sorry, there's a problem with our system
Please log out, then try again. If you continue to get this message, call the Marketplace Call Center 1-800-318-2596. TTY users should call 1-855-889-4325.
Error Id: 500.000888


I suppose I will have start all over.
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Old 12-09-2014, 12:54 PM   #31
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Just curious about people's experiences with the 800 number for the federal version of ACA this year. Are they knowledgeable? Better than last year? If you just want some accurate info, do they still insist on pulling up your account?
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Old 01-11-2015, 07:55 AM   #32
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Just a followup...
I signed up for a Platinum plan on the Exchange 11/16. Was sent a determination by NYStateofHealth confirming my APTC and plan choice. Went to the insurance company web site and made a payment by credit card. It took about four phone calls to the insurance company to recognize my payment, even though they were definitely paid by the credit card company. I am still waiting for my official insurance card which they claim will be sent. I am working with a temporary card printed from the web site.
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Old 01-11-2015, 09:05 AM   #33
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I had a mild snafu in getting my policy renewed with Empire Blue Cross Blue Shield (NY) last month. It was Monday, 12/22. and I had not yet received any renewal notice from BCBS. I called them and they told me they had not yet received new data from the NY Marketplace but then transferred me to them. The Marketplace told me they had just transmitted my data to them that morning but probably had not received and processed it. I called BCBS the next day (12/23) and they told me they had received the data and were processing it. My next premium notice, which was actually for Jan and Feb 2015 (a good thing, actually) appeared in their website Friday, 12/26. I quickly paid it so I would be able to deduct the extra month on my 2014 federal income tax return. [I have been "bunching" my deductible expenses in 2014 so being able to prepay an extra month will save me about $60 in taxes; if I paid it in 2015 I'd save nothing because I will take the standard deduction.] Within a week I got my new ID card from BCBS. So, all's well that ends well?
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Old 01-11-2015, 04:24 PM   #34
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Originally Posted by jim584672 View Post
Just a followup...
I signed up for a Platinum plan on the Exchange 11/16. Was sent a determination by NYStateofHealth confirming my APTC and plan choice. Went to the insurance company web site and made a payment by credit card. It took about four phone calls to the insurance company to recognize my payment, even though they were definitely paid by the credit card company. I am still waiting for my official insurance card which they claim will be sent. I am working with a temporary card printed from the web site.
I am having much the same problem with DW's UNHC account. Our credit card company says they sent the money, but there is not much of any acknowledgement from UNHC that they have it. Nothing in writing , anyway, and that's really what you need when you know your coverage is going to lapse in a few days. Their rep was able to track it down and find it in a pending file, but that won't cut any ice if something bad happens later.

My experience with Coventry is much better, though still not up to the Amazon.com solid handshake. I got a "we got your payment" screen (though no confirming email) even though I gave them a $0 tranaction on a credit card. The Coventry rep was able to confirm it and gave me an account number. With that I was able to go into their system and get a user ID etc.
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Old 01-11-2015, 06:17 PM   #35
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I got a "we got your payment" screen (though no confirming email) even though I gave them a $0 tranaction on a credit card. The Coventry rep was able to confirm it and gave me an account number. With that I was able to go into their system and get a user ID etc.
Followed instructions after signup on 12/3 and contacted insurance company on 12/9 to arrange to have bills mailed to me for direct payment, was told bills and cards would arrive in mail. Nothing received as of 12/29 so I called regarding billing, from response I received it appeared the insurance company was somewhat overwhelmed with influx of new members. My call was forwarded to billing department, but it went directly to voice mail. Called them back again on 12/30, was advised they were running behind on setting up new accounts. Arranged for a "one time for January" payment by credit card, and was told to ignore January bill when it arrived and verbally assured that yes, we would be covered as of 1/1. Bill arrived about a week later, "pending" charge appeared on CC account 1/9. Wheels are turning a bit slowly, but this is going better than getting my COBRA coverage initiated when I ER'd...
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Old 01-14-2015, 01:26 PM   #36
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Originally Posted by jim584672 View Post
Just a followup...
I signed up for a Platinum plan on the Exchange 11/16. Was sent a determination by NYStateofHealth confirming my APTC and plan choice. Went to the insurance company web site and made a payment by credit card. It took about four phone calls to the insurance company to recognize my payment, even though they were definitely paid by the credit card company. I am still waiting for my official insurance card which they claim will be sent. I am working with a temporary card printed from the web site.
Finally got my permanent insurance card.
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Old 01-17-2015, 10:58 AM   #37
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Renewal process has not gone smoothly for us on Covered CA. We went from two individual accounts to 1 family and have spent considerable time trying to fix the status of our accounts: early termination on DW account leaving no coverage for Dec 2014, covered ca failing to terminate my 2014 account, and various billing problems.

On the plus side, there's almost no wait on the phones for covered ca except for the 10 minutes navigating through their menus.
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Old 01-17-2015, 03:10 PM   #38
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I am having much the same problem with DW's UNHC account. Our credit card company says they sent the money, but there is not much of any acknowledgement from UNHC that they have it. Nothing in writing , anyway, and that's really what you need when you know your coverage is going to lapse in a few days. Their rep was able to track it down and find it in a pending file, but that won't cut any ice if something bad happens later.

My experience with Coventry is much better, though still not up to the Amazon.com solid handshake. I got a "we got your payment" screen (though no confirming email) even though I gave them a $0 tranaction on a credit card. The Coventry rep was able to confirm it and gave me an account number. With that I was able to go into their system and get a user ID etc.

Nun, I am glad your experience with Coventry was better than mine. They were my initial carrier before dropping my underwritten plan and assigning me to one of their off exchange expensive plans "for my convenience". After multiple times and weeks of calling I got that one cancelled. But their ability to sign me up for their own insurance was so chaotic, the last rep I was routed to told me to sign up through ehealthinsurance to get it. I wish I had talked to that person on the first call.....After going to ehealthinsurance it was smooth sailing and just received my card today.


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Old 06-27-2015, 10:36 AM   #39
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When I switched plans for 2015, I accidentally got double billed by BlueShieldCA -- I had entered the termination date wrong for my existing plan that I was dropping (12/1/2015 instead of 1/1/2015). So I ended up paying premiums for January twice (old and new plans).

I noticed the problem right away but it took me 6 months to get a refund (they credited my account yesterday). Basically BlueShield wouldn't do anything until CoveredCA fixed the termination date and updated them directly. They would not cancel my insurance for my old plan even when asked directly by me. CoveredCA took multiple tries to update their data and send it to blue shield. BlueShield received the correct termination date at least twice although they messed it up the first time and the second time they just sat on it (doing nothing) until I prodded them along.
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