Ashley Q.

In May I moved from Oregon to Michigan and needed to get new insurance. I worked with an agent who was super helpful and started an online application for me. But then the application wasn't submitted and I could not reach him for weeks no matter how hard I tried. It was time to enroll so I went into the website to select my plan based on what we'd discussed. Only I accidentally picked "Detroit Metro" and I do not live in Detroit Metro. After figuring out the issue when there were no doctors in my area I went in and opened a new application for the correct plan. I should have changed the previous one but only found that out later. I got the correct plan a month later. But the old applications are still in there. Now, when I log into the website I can only see the application for the Detroit Metro plan. And, I keep receiving mail about the application the agent submitted, saying I "can't enroll at this time". I get two letters every month. However, THERE IS NO WAY TO ACCESS THE APPLICATION THAT IS TIED TO THE PLAN I AM ACTUALLY ENROLLED IN. Called the service line and they were absolutely no help at all, completely condescending and only giving me an option to Remove the old application and screw up my tax forms. I did it anyway since they could offer me no alternative to access my correct application, and it didn't even go through. They said wait 24 hours and check back. For a website service an entire country and be this terrible is a travesty. This is not an assault on Obamacare, I am for it. But whoever build this website was in way over their head and has no experience with information architecture. Our tax dollars shouldn't pay for this crap, and for all the agents required to help users navigate what should be a simple process. I never thought my insurance experience would be the tipping point to pull the trigger and get married but I guess that's what this has come to. So frustrated.