The one thing I hoped to never have to do when signing up for ACA, was to have to learn the ins and outs of what agencies and bureaucracies were involved in order to receive my Subsidy benefits. Unfortunately this hasn't been the case this year. Last year I filled out my application and was told what subsidy I would receive. I shopped around for best plan for myself and voila I was signed up. Went through the whole year with no problems. Had great insurance and everything other than the initial website problems and trying to sign up went great. Since Dec. of of last year that has all changed.
Lets just say that this year so far has not been quite as smooth. It all started when my insurance plan from last year rolled over to this year. I wrote a diary on those problems here. So I basically changed my insurance plan to one that was comparable and around the same price as what I was paying with my subsidy. I thought, Ok, I got through that hurdle and found out a few things that I would need to know in the future if my plan is to go up again. But as of this weekend I am now in trouble of losing my subsidies which will put my current plan out of my reach and probably put most plans out of my reach especially with no cost sharing to bring down my deductible and yearly out of pocket. Follow me below the squiggly for more:
This basically started with a billing problem I was having with BCBS of North Carolina dealing with automatic withdraw. That isn't the big issue. The big issue is that come June 30 my subsidies will be terminated. Now they won't cancel my plan, but I will have to pay the full cost of the plan which I can't afford. So obviously when I saw this and BCBS told me this was about to happen, I hurriedly called the Healthcare Marketplace. This is when my weekend nightmare began.
First, I told them what information I had gathered from BCBS about the termination date. I was told that it was probably an issue with some sort of income discrepancy. So my first question obviously was what was the discrepancy. I was told they didn't have that information and that I just needed to send in some additional information. I asked what additional information and was told that I could send in a copy of my W-2(which they already have access too) or 2 pay stubs. I was then informed that they would contact me if this didn't satisfy the discrepancies. Mind you I was never contacted at anytime that there was a discrepancy. I have received no letter or email warning me of this matter. I asked why they couldn't tell me what I needed exactly and was told they couldn't answer that question with any certainty. I asked them if they were sure it was an income discrepancy. They said they didn't have access to that information. So the Healthcare marketplace (which is the only agency I can call for info) can't tell me the exact reason why I was being terminated. I then asked for a supervisor. I have gone through 5 different supervisors to date. Not one could tell me what the discrepancy in my application is as they said I needed a "life change" (got married, had kids etc) for them to be able to go into MY application. I even asked if I could get a copy of my application sent to me, and was told that they couldn't do that. WTF? Its my application.
Second, Realizing I work as an hourly employee in the service industry I made sure to overstate what I thought my income would be so as not to have to pay back subsidies I didn't deserve.. I am pretty sure I over estimated on my application by about $1200 from last years income just to be sure. Everyone I have talked to from initial contact person to supervisors say that could be the issue but can't tell me for sure. Through the different people I have talked too I have come to learn that The Healthcare Marketplace is just a call center. Its a call center contracted out by the Medicare and Medicaid Services through General Dynamics. So basically I have been stuck with trying to find out information about my healtcare and subsidies from a call center full of people who not only have know idea why I am having issues but can't fix the issues from their end. I eventually just said ok never mind all my questions, just tell me how I can get that info to you as fast as possible. I was told that I could go onto the Healthcare Marketplace and login to my account and upload the documents. So I go into my account and look to see where to upload the documents and WTF? There isn't a way to do it. So again I call back and ask if I can upload the documents via my account and the person says yes and walks me through where to go. WTF again? There isn't an option on my end to upload the documents. Of course the person on the other end says she is very sorry but I will just have to send it through the mail and she doesn't know why I wasn't given an option to upload. I only have 2 weeks before these subsidies are terminated so I ask how long their processing time is so that I can make sure that it will not only get there in time but will also be processed in time. She has no idea as thats a different agency. I ask if she can put into contact with them and of course I am told she doesn't have that info. Now my head is starting to spin.
I am at a loss not only for words but at a loss of brain cells and feel like I am stuck in a maze with no exit. I am trying to relax and tell myself it will be fine and that the info will get to the proper people and they will make a determination that I will get my subsidy help. What I can't get over though is the fact that no one at the Marketplace can give me any definitive answers. Once I got the info that they were basically just a call center it sort of made more sense. But a call center should still be able to put me in touch with folks who know exactly why I am in the predicament I am in and how to help solve my problems. After 6 different phone calls and talking with numerous supervisors, I am not any closer nor feel any more confident that my problems will be handled and or solved. Its like calling for tech help when your cable goes out and basically the helper on the other end of the line is just reading from a pre-list of steps. The only difference is with tech help you can usually get a technician to come out and fix your problem. With the Marketplace I only get read the script and never get the fix. Which is what I would think is the most important thing. If anyone has any info on who or what I can do in the mean time to try and get more answers I would be most grateful. Unlike the folks on the other end of the line, this is a huge deal in my quality of life, and while they can forget about me when we hang up I am still left with huge life changing questions.