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Many still frustrated trying to enroll for health care

Reported by: Sandra Gonzalez
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Updated: 4/14/2014 2:33 pm

LAS VEGAS (KSNV & MyNews3) -- It rolled out with some hiccups and people say they are still dealing with challenges, trying to enroll for health insurance through Nevada Health Link, our state's exchange.

Cheri, who didn't want to share her last name says she has been trying for several weeks to enroll for insurance through the exchange, and it's been one wall after another.

"I made quite a few attempts at calling and unfortunately I sat on hold for an hour and 20 minutes and finally gave up," she said.

After encountering a glitch in processing, she sought the help of a navigator, those designated to educate and help.

She deactivated the first account, and is still trying to enroll.

"I'm keeping my fingers crossed," she said.

Cheri is not alone. Many have come to Nevada Benefits to meet with brokers like Brent Leavitt who says the exchange system is broken.

"I know it can be fixed. It is a broken system right now and honestly I understand the brokenness of it. There's a lot of parts that didn't move quite right," Leavitt said.

He says it been especially confusing for those who applied in the early stages of enrollment, back in October and November.

As the system has been upgraded, and deadlines have been missed; people have found the process to be a tangled mess. Leavitt says the stumbling blocks are software issues combined with human error.

"Honestly, because they never went to the finish line, of course you're going to get errors, because initially they signed up for a January 1st start date, and there will be errors because it's trying to sign you up for a plan that is not longer available to them," Leavitt said.

He's also dealing with people complaining their applications disappearred in the system and insurance cards that still haven't arrived.

Cheri just wants to be enrolled before the final March 31 deadline.

"And if I don't I guess i'm going to be hit with a penalty and i'm not sure how to approach that either," she said.

While Leavitt is caught in the middle of the mess he believes the chaos is going to clear out.

Xerox which operates the system and call center issued a statement. Here is an excerpt.

"Xerox continues to be committed to Nevada Health Link and to helping Nevadans get access to affordable healthcare through the state’s health insurance exchange. We recognize that people have experienced considerable frustration with the exchange’s performance, and we regret the difficulties they have had."



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