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Maryland Health Connection: The problem isn't just the website [Letter]

Health Insurance

The problems that I have encountered on the Maryland Health Connection website are more than about technical glitches. They are about a lack of communication and absolutely no follow-up.

I originally applied for insurance on the Maryland Health connection on the 16th of December, and although my application was accepted, I was unable to purchase insurance due to some technical problem, a problem I have addressed with them every few days with lengthy phone calls. On each of these calls I have been on hold between 45 minutes and two hours before speaking to a representative.

Each time a representative thinks they have fixed the problem, but there is no follow up to see if their fix has worked. As of the writing of this letter on Dec. 27, it hasn't. On one call I asked to speak to a supervisor, and no one was available.

Friday is my last day to purchase health insurance to have it go into effect on Jan. 1, and I am unable to get through to them — all I get is a rapid busy signal. I have tried for a half hour.

For the Maryland Health Connection site to work, they need more than technical glitches fixed: They need communication (ever heard of email?). They need follow up to know the advice they are giving is correct. They need supervisors to address unresolved issues. And they need accountability when something repeatedly fails. Until then, the Maryland Health Connection will remain an embarrassment to Marylanders.

K. Dolcimascolo, Baltimore

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To respond to this letter, send an email to talkback@baltimoresun.com. Please include your name and contact information.

Copyright © 2014, The Baltimore Sun
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