Sarah C.

Everything about having a plan through the Marketplace has been difficult. Enrolling was difficult, getting the Marketplace information to connect with the insurance company was difficult (and took weeks to resolve), correcting the start date was difficult. I guess it only makes sense that getting my tax form is difficult too. I received an email saying it would be available by Jan 31st but I had not received it. I gave it an extra week or two because I thought it was in the mail. I finally called in Feb and they confirmed I did not have a 1095-A on file. They opened an escalation ticket and said that they have 45 days to respond. 45 days! That means I have to file a tax extension because it will not be resolved by the time taxes are due. I have called a dozen times asking for updates but I keep being told that they can't do anything until the 45 days has elapsed and that this is a "very busy time for them"...well yes, at what other point in the year would people be needing tax forms!?!? Sounds like they need to hire more people instead of take 45 days to resolve one issue. Don't ask to speak to a manager, or ask if you can file a complaint; that sort of thing simply doesn't exist. You are at their mercy and will pay the repercussions for their mistake. You have to call endlessly for updates. You have to file a tax extension and you have to wait extra time for your refund. It is very very frustrating. I will say that all 15 people I have spoken to have been very nice and I understand that their hands are tied. I am more annoyed with the process than anything else. It's ridiculous. Imagine me telling the Gov that it will be 45 days before I provide them with a response. Give me a break.