Frustrated consumers aren’t the only ones with complaints about HealthCare.gov.
Exchange officials are trying to deal with a whole slew of continuing complaints from carriers about the flawed health care website.
Plan management concerns surface in a large batch of HealthCare.gov ”war room” notes posted earlier this week by the House Oversight and Government Reform Committee.
Aetna — a major exchange plan provider — tried to get some high-level attention from exchange managers Oct. 4 by sending an e-mail to plan account managers — not the HealthCare.gov helpdesk — listing at least 18 issues that the helpdesk had not addressed.
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“One of their complaints was an inability to reach the helpdesk,” according to members of the HealthCare.gov team.
The Oversight Committee included the memo containing that comment in a collection of notes created from Oct. 1, when the HealthCare.gov enrollment system opened to the public, through Oct. 29.
Some of the notes in the collection came from a “war room” for the entire Center for Consumer Information & Insurance Oversight — the arm of the U.S. Department of Health and Human Services responsible for overseeing the entire PPACA exchange program and managing the day-to-day operations of 36 HHS-run exchanges.
Other notes came from a war room created especially for the team in charge of “qualified health plans” — the commercial insurance plans that carriers are trying to sell through the exchanges.
The federal exchange carriers have a contract that limits what they can say about exchange activity and exchange problems, according to press reports. Few have given many details about their experiences with the exchange system.