Technical glitches in the state’s online health insurance exchange have stopped at least 88 prospective customers from completing their applications despite assurances the site was more user-friendly this year.
About 9,700 Coloradans have signed up successfully for private insurance in the first two weeks of open enrollment for 2015. Roughly two-thirds are renewals, and one-third new customers.
Colorado Springs resident Thomas Conter said he filled out the lengthy online Medicaid/insurance exchange application for his wife and was denied Medicaid coverage for her, as he had expected.
However, when he tried to buy private insurance for her by clicking on “Get New Coverage for 2015,” he was not allowed to continue, he said. He had made some errors that halted his application process, he said, and he never would have uncovered them without help from a guide.
“It’s an incredibly complicated process to go through by yourself,” Conter said. “It’s really too difficult to go back through and correct any mistakes you’ve made.” Signing himself up for Medicare and doing his taxes online were easier, he said.
Connect for Health Colorado officials added a message on the website last week for thwarted health insurance consumers, stating, “We are aware that some customers have technical issues completing their application for financial assistance (and are) working to address these as quickly as possible.”
Spokesman Luke Clarke said Connect for Health had received 88 e-mails in response to its notice. Other than that, officials have said they are unsure of the scope of the problem.
Open enrollment for 2015 began Nov. 15 and ends Feb. 15, but those wanting coverage effective Jan. 1 must complete their applications by Dec. 15.
The website promises that “rest assured, if you begin your application by Dec. 15, we will work with you to complete your enrollment and financial assistance application for January coverage.”
A new feature of the site this enrollment period was a single-application form that would direct applicants either to Medicaid or private insurance. During the first two weeks, 9,719 Coloradans enrolled in private insurance plans through the exchange, officials said Tuesday.
Exchange officials are asking people with problems to report them using the e-mail address help@sc.connectforhealthco.com, with a subject line reading, “Requesting Enrollment Help.”
Would-be enrollees also can call the customer service center at 1-855-PLANS-4-YOU (1-855-752-6749) to talk to a trained representative.