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Long waits frustrate callers to health exchanges

By Brian Witte
Associated Press

ANNAPOLIS, MD.: For those trying to enroll through online health exchanges, help has long been advertised as just a phone call away.

Yet the challenge in some states has been trying to get a call through at all, never mind the multiple transfers once contact has been made.

Long wait times of an hour or more have been commonplace in some states, primarily those running their own health-care exchanges. California, Maryland, Minnesota, Nevada and Washington are among the states in which consumers and insurance agents have complained. One consequence is that people just give up because they are unable to wait indefinitely.

“If I had to use one word, I’d use ‘frustrating,’ ” said Jacki Manley, a stay-at-home mom in the western Maryland town of Keedysville, who has been trying since mid-December to enroll in a health plan through that state’s health exchange.

With a child who is almost 3 and another who is 5 months, the 20 minutes she can spare on hold often have not been enough. She estimates she has reached someone at the Maryland call center three out of about a dozen times she has called, but then she gets passed between different people and cannot get definitive answers to her questions.

“It just seems like all the right connections aren’t being made,” Manley said, adding that she believes she has successfully enrolled her children but is unsure whether she and her husband have been enrolled after more than two months of trying. She said she has given up calling. Now, she uses Facebook to try to get the help she needs.

Another obstacle

The telephone frustration is just one more obstacle consumers are facing as the March 31 deadline for open enrollment approaches. Technical glitches and software meltdowns on the federal and some state-run exchanges deterred many people from signing up after enrollments under the federal Affordable Care Act began in October.

With many of those technical problems solved, enrollments across the country have been brisk since the start of the year. Yet even with 4 million signed up for policies through the exchanges, the Obama administration will be challenged to meet its own projection of 7 million enrollees by the deadline.

Long wait times for consumers won’t help.

Falling short of goals

In California, an operational review of the state-run exchange’s first three months showed consumers waiting 45 minutes to an hour for an employee to answer, and insurance agents have said they have waited hours to make human contact. The exchange’s goal was to answer 80 percent of the calls within 30 seconds.

The most recent statistics, from the first week of February, show the average wait time for those dialing in to a California call center at about 47 minutes.

Sherrie Larsen, 49, a truck driver in Tacoma, Wash., said the first time she called the exchange, she was told after waiting an hour and 27 minutes that the computer system was down, and she would have to call back. She called the state insurance commissioner’s office to complain, and said she didn’t get a lot of help or understanding there. The next day, Larsen called the exchange again, and was told the wait time would be about 29 minutes. After more than an hour on the phone, she finally got the help she was seeking, but no apology or explanation.

“It’s very, very, very frustrating,” Larsen said.


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