Sarah G

Review of Massachusetts Health Connector

The customer service reps are always very courteou...

The customer service reps are always very courteous and if they don t know the answer they put in effort to get it. When I call I ve gotten different answers when it s different reps which is confusing but I understand the world of customer service roles like that as I ve had one in the past. My issue and lack of stars is that I made a payment back in November for coverage to start in January and the money came out but I never got a card mailed in January. When I called they mentioned it was canceled and the system didn t show them why. I read into it and apparently lots of people have had issues with the MA Health Connector causing them to be unintentionally uninsured and that is NOT okay at all!! We need universal healthcare but that s not their fault, but being unintentionally uninsured can cause someone to incur uncontrollable debt or inhibit access to needed medications (neither happened to me). This place needs to fix whatever glitch in the system just cancels plans on people after the kind reps like you know it s all set (apparently all set ). They need to send a letter immediately and send a call and leave a voicemail if needed, informing those that their coverage was canceled and they must state a reason why. I think what happened with me was a mess where I had MA Health but didn t know it but I literally selected a Tufts Health Plan with a rep in November and the money for the first month (January) came out of my account. Only today did a learn it was refunded to my bank. This is not okay and the state government needs to be sure this place is running sufficiently, especially with all the job loss people are experiencing. Again, the reps have always been kind and trying to help! But someone or something behind the scenes is not working well at all and it s not okay. Please fix this.