Tuesday, October 22, 2013

The "Affordable Care Act" - The website is broken and is NOT improving (3 weeks of governmental ineptness). They now have "lost" my application.

Because Penny is on Cobra and Travis' Humana Individual Health Plan was cancelled as of 12/31 due to the ACA (he was recommended to get coverage under the ACA), we've been trying to access the ACA marketplace since it opened on October 1st at 12:01 am. Folks, this website and it's backoffice is truly a complete utter disaster. Below, I will post what I've been dealing with so one can get an idea of just how bad this rollout of governmental services is.

From October 1st, 2013 through today, this is what I have posted on Facebook about my ACA / Obamacare experience:

 
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October 1 12:30 am

Created a user account /pw on the ACA marketplace site. So of course, as soon as I verified the email account, the login does not work. I sent the forgot user ID / pw and went through the process. It is now supposed to send me an email with instructions to change the pw. Nothing received yet. Of course, the site's backoffice IT is not up to the task.
--
"The information you entered isn't valid. Review this information. If you're having trouble, call the Marketplace Call Center at 1-800-318-2596. TTY users should call 1-855-889-4325."

 
Nope, now the site has crashed............. UGH!!!!!

 
Just got the pw email: You’re getting this message because you forgot your password. Please click the link below to reset your password. If you didn’t request this change, please call 1-800-318-2596. TTY users should call 1-855-889-4325.
 


I clicked on the link, and I got the following: "We weren't able to process your request because we couldn't find a Marketplace profile that matched the information that you provided."

 
Our government at work folks.........
 
Live chat function:
 
waiting.....
 
[12:38:45 am]: Thanks for contacting Health Insurance Marketplace Live Chat. Please wait while we connect you to someone who can help.
[12:38:50 am]: Please be patient while we're helping other people.
[12:39:30 am]: Please be patient while we're helping other people.
[12:40:07 am]: Please be patient while we're helping other people.
[12:40:40 am]: Please be patient while we're helping other people.
[12:41:19 am]: Please be patient while we're helping other people.
[12:41:55 am]: Please be patient while we're helping other people.
[12:42:34 am]: Please be patient while we're helping other people.
[12:43:13 am]: Please be patient while we're helping other people.
[12:43:53 am]: Please be patient while we're helping other people.
[12:44:32 am]: Please be patient while we're helping other people.
[12:45:10 am]: Please be patient while we're helping other people.
[12:45:55 am]: Please be patient while we're helping other people.
[12:46:32 am]: Please be patient while we're helping other people.
[12:47:05 am]: Please be patient while we're helping other people.
[12:47:40 am]: Please be patient while we're helping other people.
[12:48:19 am]: Please be patient while we're helping other people.
[12:48:52 am]: Please be patient while we're helping other people.
[12:49:28 am]: Please be patient while we're helping other people.
[12:50:04 am]: Please be patient while we're helping other people.
[12:50:36 am]: Please be patient while we're helping other people.
[12:51:14 am]: Please be patient while we're helping other people.
[12:51:45 am]: Please be patient while we're helping other people.
[12:52:20 am]: Please be patient while we're helping other people.
[12:52:56 am]: Please be patient while we're helping other people.
[12:53:31 am]: Please be patient while we're helping other people.
[12:54:14 am]: Please be patient while we're helping other people.
[12:54:56 am]: Please be patient while we're helping other people.
[12:55:45 am]: Please be patient while we're helping other people.
[12:56:36 am]: Please be patient while we're helping other people.
[12:57:28 am]: Please be patient while we're helping other people.
[12:58:21 am]: Please be patient while we're helping other people.
[12:59:06 am]: Please be patient while we're helping other people.
[01:00:02 am]: Please be patient while we're helping other people.
[01:00:56 am]: Please be patient while we're helping other people.
[01:01:45 am]: Please be patient while we're helping other people.
[01:02:30 am]: Please be patient while we're helping other people.
[01:03:16 am]: Please be patient while we're helping other people.
[01:03:51 am]: Please be patient while we're helping other people.
[01:04:35 am]: Please be patient while we're helping other people.
[01:05:21 am]: Please be patient while we're helping other people.
[01:06:07 am]: Please be patient while we're helping other people.
 
The message waiting to be sent? "This marketplace website does not work correctly (it was launched with problems in the back office). My id was correctly created as was the pw. After verifying my address by clicking on the link, the login doesn't work. The reset PW function doesn't work (as it doesn't see my "profile"). Authentication as a process is not functioning correctly and I need to sign up my wife immediately."
 
I went to the login page this morning and this is my message: "We have a lot of visitors on our site right now and we're working to make your experience here better. Please wait here until we send you to the login page. Thanks for your patience!"
 
Really? REALLY?????? So far ( 8 1/2 hours in ), the site gets a large "Fail".


 

"The System is down at the moment. We're working to resolve the issue as soon as possible. Please try again later."
"Please include the reference ID below if you wish to contact us at 1-800-318-2596 for support.

Error from: https%3A//www.healthcare.gov/marketplace/global/en_US/registration
Reference ID: 0.cd27c517.1380636133.ec90fec"
 
Health Insurance Marketplace: "Please wait
We have a lot of visitors on our site right now and we're working to make your experience here better. Please wait here until we send you to the login page. Thanks for your patience!"


 
Walking away from the site. The latest: "Gateway Timeout
The proxy server did not receive a timely response from the upstream server.
Reference #1.c6ef3e17.1380641098.1131266b "



 

October 4 11:32 pm

Healthcare.gov is still NOT working for me. The website is horribly coded and needs to be fixed...... NOW:  

 
October 14 8:52 pm

I finally got signed up on the healthcare.gov site (it only took 14 days). What a LOUSY experience. Now I have to wait while my credentials/background/income is processed before seeing my choices. I have no doubt I'll have to wait another 14 days for that:

http://www.forbes.com/sites/theapothecary/2013/10/14/obamacares-website-is-crashing-because-it-doesnt-want-you-to-know-health-plans-true-costs/?partner=yahootix

 

October 17 10:35 pm

The Obamacare Sage continues (my status has been "In Progress" for over 2 days). So essentially, I can't check out my "choices" in the marketplace:

View my current applications

2014 Illinois application for Individual & Family Coverage

Status: In progress ID#: xxxxxxxxx

 
October 22 12:17 pm

So.... the "online chat" at Healthcare.gov is completely useless <<bangs head>>:

[12:06:06 pm]: Thanks for contacting Health Insurance Marketplace Live Chat. Please wait while we connect you to someone who can help.
[12:06:10 pm]: Please be patient while we're helping other people.
[12:06:21 pm]: Welcome! You're now connected to Health Insurance Marketplace Live Chat. Thanks for contacting ...us. My name is Alma. To protect your privacy, please don't provide any personal information, like Social Security Number, or any other sensitive medical or personal information.
[12:06:41 pm]: Alma   - Hello, in order to provide you with accurate information, are you looking for information about health insurance in the state you live in or a different state? If so can I please have your state
[12:06:46 pm]: Steinar - I am trying to find out what the status is regarding my application.
[12:06:56 pm]: Steinar - Illinois
[12:07:45 pm]: Steinar - I clicked on my Applications and Coverage. Yesterday, it said "In progress". Today, I see nothing.
[12:10:40 pm]: Alma - We have a lot of visitors trying to use our website right now. That is causing some glitches for some people trying to create accounts or consumers logging in and accessing their information. Just keep trying at a later time or day, or you can contact our call center and a CSR will be more to glad to view the status of your application. We'll continue working to improve the site so you can get covered! I do apologize for any inconvenience.
[12:11:24 pm]: Steinar - So, nothing can be done but to call the 800 #. Understood
 

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I just got off the phone with healthcare.gov's call center.

They have ZERO ability to see where an application is regarding the process. Apparently, my healthare.gov application has disappeared. The Customer Service Rep recommended that I start another Application (and for those of us who know back office IT electronic/EDI process', putting another application through only makes things worse for ...the different departmental IT tie in's as it results in duplication and usually gets lost in the noise of thousands of xml or asci files between different companies and different governmental departments).

Truly, this is an EPIC "Fail" on a grand scale. The rep recommended that I see a local community resource for help (that won't work by the way, as they use the same online / phone resources.... which I just confirmed by phone), or applying via the paper process (which like any other governmental entity, can take up to 2 months). Just so I can see what options we have regarding Marketplace plans so we can plan our budget).

The Government is officially "broken" as far as I am concerned. It takes over a year for the VA to process anything for me, over 9 months for Social Security to make any decisions (and over 80% of initial applications are usually denied), Medicaid is useless as I cannot find any specialists (Urologists, Rheumatologists, etc. who will actually take new patients or who accept Medicaid), and the State of Illinois is in debt up to their ears and is constantly up to a year behind in reimbursing providers (hence the reason why docs are not accepting Medicaid).

And yet, the talking heads and pundits (along with the Democratic Party) keep on saying how wonderful government is. The media and voters should be ashamed of themselves for not holding the lot of them accountable.
October 22 at 12:55 pm
 
Here is a screenshot of what I am dealing with regarding the ACA (Obamacare) website:
 

I just called the 800 number again, and I was told that their access to the website to check on the application (I had the Application ID #) has been "down" for 2 days so they can't help until that access returns. I was asked to call tomorrow afternoon to check again.  =(
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So, our Obamacare experience is broken 3 weeks into the process, and no government entity can essentially fix things for those who are actually TRYING to use every aspect of it (online, phone, and 3rd party resources). To say this is frustrating is an understatement. I am hoping that our State's Senators AND Representatives will see this blog entry and use it as Exhibit A in trying to address the many problems there is in the entire process. 

 




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