By Andrew Johnson
Tuesday, October 08, 2013
This probably wasn’t the way President Obama wanted the
first week of his signature policy initiative to go.
The health-care law’s new online marketplaces, or
“exchanges,” stumbled out of the block last week as reports of long wait times,
stalled websites, and repeated error messages popped up across the country. Not
only were most users unable to purchase the individual-market plans offered for
the first time on October 1, but various bugs and glitches prevented visitors
from even getting onto the sites meant to sell them — especially the federally
run marketplaces set up for the 26 states not running their own. The Obama
administration has been shifty about both the cause of the sites’ sluggishness
as well as the total enrollment numbers up to this point, which has only added
to the embarrassment around the unveiling.
Here are some of the biggest “fails” from both the
federal and state-run sites from the past week:
1. 99 Percent of Obamacare Applications Hit a Wall
Nearly every application on the federal exchanges either
failed to sufficiently submit the necessary information or was inadequately
processed due to issues with the website and its software. Several
health-insurance industry sources told CNBC that as few as 1 in 100
applications on the site contain enough information for someone to enroll. This
flub could result in large numbers of would-be enrollees believing they’ve
signed up for a plan for next year. One data-company CEO dismissed claims that
the glitches were due to high traffic: “This is not a traffic issue. Right now,
the systems aren’t working.”
2. Media’s Favorite Obamacare Enrollee Didn’t Actually
Enroll
Chad Henderson drew tons of attention from top media
outlets when the Obama administration identified him as a successful enrollee
on the federal exchanges, only for it to be revealed by his father that he did
not, in fact, enroll. Reason’s Peter Suderman tracked down the elder Henderson,
who was surprised by the news of his son’s supposed accomplishment. Chad, a
21-year-old Georgia resident, was also discovered to be an Obama and OFA
volunteer, and even said on his Facebook page that he was paid quarterly “to
post political stuff as ‘advocacy,’” which he later said was just a joke.
Henderson tried to clarify that by “enroll” he meant that he had submitted an
application without actually picking a plan, and blamed the media for not
understanding what he meant. Reporters had seized on Henderson’s story because
they could not track down anyone else who’d successfully enrolled on the
federal exchanges.
3. Shutdown During Off-Peak Weekend Hours
The Department of Health and Human Services announced on
Friday, just four days after its launch, that the federal site would be
unavailable during off-peak hours throughout the weekend in order to address
several glitches.
4. MSNBC Anchor Can’t Access Obamacare Exchange
On the morning of the exchange’s rollout, MSNBC’s Mara
Schiavocampo ran into problems many people across the country were
experiencing: online error messages, long wait times, and sitting on hold for
extended periods of time when she called for customer support. “If I were
signing up for myself, this is where my patience would be exhausted,” she said
before she eventually gave up.
5. Arkansas Kick-Off Event Resorts to Paper Applications
Two hundred visitors to the University of Arkansas School
of Public Health’s opening event for the state’s federally run health-care
exchange were forced to take up pen and paper because the website wasn’t
working. “You go through all this training for this, and then you can’t put it
in action, so it’s frustrating,” one Obamacare “navigator” told the state’s
Southwest Times Record.
6. Woman Who Stood Behind Obama on Marketplace Rollout
Date: Website “Not So Great”
Jean Beigel, one of the handful of people selected to
flank President Obama during his remarks about the exchanges on their October 1
launch date, told the Washington Post she had given up on trying to sign up for
coverage for the moment, after two failed attempts, because of the website’s
slow loading time. She described the process as “a little confusing” and “not
so great.”
7. California Overstates Web Traffic to Site
Covered California trumpeted evidence of the site’s popularity, or at least what it thought
was evidence of popularity. State officials said Day One had seen 5 million
hits to the site, before having to walk back the number to a much lower
645,000. A spokesperson said “someone misspoke” in the initial announcement.
8. California Forced to Take Down Exchange Website
Even with the lackluster Web traffic on its first day,
Covered California shut down its website overnight in order to address a series
of technical problems. The website eventually came back online the next
morning.
9. Less Than 1 Percent of Visitors Apply in Connecticut
Connecticut Democratic congressman Jim Himes heralded the
167 applicants on the first day for Access Health CT, the state-run exchange.
That’s 0.6 percent of the site’s 28,000 total visitors on the first day. After
Day Two, Himes boasted about 0.4 percent of the site’s 80,000 visitors having
applied.
10. CNN Unable to Get Through Website
On Tuesday afternoon, CNN’s Elizabeth Cohen highlighted
the website’s sluggishness. Not only did the news network have trouble reaching
the Georgia exchange in its Atlanta office, but Cohen said bureaus in twelve
other states also hit a wall. “My iOS7 works,” Cohen said in response to
President Obama’s comparison of the website’s glitches to those of Apple’s
operating system. “This, I couldn’t even sign up.”
11. No Enrollments in Delaware After Three Days
“If anyone in Delaware has enrolled in an Obamacare
health insurance plan yet, it’s news to state officials,” read the lead of the
state’s News Journal three days into the enrollment period. The article goes on
to explain that Delaware insurance providers are working to put together paper
packets of various plans and scenarios for interested applicants until the
website is running properly.
12. No Plans for Sale Yet in Hawaii
KHON-TV in Honolulu noticed “things weren’t what they
expected” for Hawaiians when the state’s online marketplace didn’t actually
offer specific plans for purchase on the first day. The marketing chief for the
state-run exchange informed the station that specific plans “will not come out
to the public until it is ready.” Residents can still submit applications, but
will have to wait to see rates and options until after the state puts on the
finishing touches.
13. Kansas Obamacare Sign-Ups at Zero
According to Republican representative Tim Huelskamp, no
insurance provider in HHS secretary Kathleen Sebelius’s home state of Kansas
has been able to a report an instance of successfully signing up for Obamacare
since the state’s federally run marketplace launched last week.
14. Kentucky Marketplace Customers Have No “Expectation
of Privacy”
Kentucky’s state-run Obamacare marketplace issued a
disclaimer that users should have “no explicit or implicit expectation of
privacy” in the beginning stages of the sign-up process. The site warns that
“any or all uses of this system and all files on the system may be intercepted,
monitored, recorded, copied, audited, inspected, and disclosed to authorized
state government and law enforcement personnel, as well as authorized officials
of other agencies, both domestic and foreign.” After the Washington Free Beacon
contacted the site, a spokesperson claimed that the disclaimer was a “mistake”
and is intended to warn those trying to access information inappropriately or
use the website for criminal actions.
15. McAfee: Obamacare Is “a Hacker’s Wet Dream”
McAfee, Inc., founder John McAfee slammed Obamacare’s
lack of security precautions and predicted “millions” of identity thefts
because of it. “This is a hacker’s wet dream — I cannot believe that they did
this,” McAfee said on the Fox Business Network.
16. Insurance Broker Compares Obamacare Exchanges to the
DMV, IRS
After a tumultuous first day for the marketplace rollout,
the CEO of Independent Insurance Agents & Brokers of America told Fox News
that many agents have been suggesting clients delay enrolling in the exchanges.
Brokers and agents aren’t pleased with the system, he said, and have privately
told him that “if you like dealing with the DMW and IRS, you’ll love dealing
with Obamacare.”
17. Zero Enroll in Blue Cross Plans on Obamacare’s First
Day
Blue Cross Blue Shield of Louisiana, the state’s largest
health-insurance provider, said that not a single person enrolled on the first
day in one of the health plans the company offers through the Affordable Care
Act. An executive blamed problems with the federal website; the company says it
spent $60 million to prepare for the rollout date.
18. Fewer than 100 Enroll in Maryland
In Maryland, where Obama spoke of the law’s benefits just
days before the state’s exchange went live, fewer than 100 residents enrolled
in a new plan on its second day. Maryland officials estimated that 150,000
people would enroll in the exchange’s first year, and had invested a
significant amount of resources in what was supposed to be one of the better
state exchanges.
19. Minnesota Delays Launch Hours Before Midnight
MNsure, the state’s online marketplace, announced just
hours before the website was supposed to go live that it would be delaying the
rollout until later on Tuesday afternoon. The delay came a couple of weeks
after a MNsure security breach that released the Social Security numbers and
other sensitive information of 2,400 insurance agents in the state who were
applying to be “navigators” for the law.
20. Connecticut Enrollment-Center Opening Postponed for
Weeks
Connecticut saw more than just digital issues: WVIT in
New Britain, Conn., found that Access Health CT’s enrollment center in the town
wasn’t ready in time. Construction pushed back the center’s opening by a few
weeks.
21. Montana Residents Frustrated by Site
Longtime Montana senator and Obamacare architect Max
Baucus made headlines earlier this year when he warned of the “train wreck” the
health-care law’s implementation was shaping up to be, and now his state’s
residents are feeling a part of it. Users couldn’t get past the first step on
the website, the Missoulian reports, and were told to “please wait.”
22. Nevada Holds Back on Ad Campaign to Limit Site
Visitors
Aware of glitches ahead of the October 1 start date,
Nevada officials postponed advertising its marketplace website in order to
limit the number of people visiting the website while they worked to fix the
errors.
23. New Jersey Site Seems to Work but Fails to Create
Accounts
News 12 New Jersey reports that even after one manages to
get through the different stages of creating an account on the tortured federal
website, it is all for naught. “Even when that hurdle was cleared, the site
never created an account, instead posting messages to try again later,” the TV
station said.
24. New Yorkers Told to Wait Until November to Visit Site
Three days into the Empire State exchange’s launch, users
are still struggling to get onto the site. A health-insurance broker told
Rochester’s WHEC-TV that residents should just wait until next month before
trying to enroll for a new plan on the site, saying the glitches will likely be
resolved by then.
25. North Carolina Gets One Enrollee
Blue Cross Blue Shield of North Carolina says it was able
to enroll only one person in a new plan created under the law, toward the end
of its second day, according to the Wall Street Journal. A spokesperson told
the Charlotte Business Journal on Friday, October 4, that that number “was no
longer accurate,” but declined to present a more up-to-date number.
26. Tennessee Station Can’t Find Anyone Who Signed Up
Nashville’s WSMV announced that, after two days, it was
unable to find a Tennessean who was able to sign up for a new plan on the
federal-exchange website.
27. Oregon Enrollment Site Can’t Inform People of Tax
Credits
While Cover Oregon’s site is technically up and running,
Oregonians won’t be able to finish the process of enrolling until later this
month due to a bug in the state’s system: The site was incorrectly calculating
tax-credit eligibility for residents. On the eve of its launch, officials
decided that users will not be able to enroll in coverage until the issue is
resolved, but can still explore their (incorrectly priced) options in the
meantime.
28. California Fails to Sell One Plan
Not a single applicant was able to enroll in Covered
California, the state’s health-care exchange, on the first day “because the
people behind the scenes are not trained yet to sell anything.” That’s a bit
lower that what Covered California’s executive director projected to the
Washington Post a week before the launch, when he jokingly lowballed that
they’d get two enrollees.
29. Almost Nobody Able to Pull Up Website at Michigan
Event
The Detroit Free Press reports that after dozens “filled
waiting rooms” at a Dearborn, Mich., community organization to learn about the
law, “nearly every attempt to pull up the website resulted in error messages”
on the marketplace website’s first day. The organization director said he would
call the unsuccessful users once the website eventually works.
30. Washington Site Offline for Six Hours
A spokesperson for Washington State’s exchange said that
the site’s six-hour hiatus on the first day wasn’t due to high traffic: the
site simply wasn’t ready. From about 8 a.m. to 2 p.m. on October 1, Washington
Healthplanfinder was taken down for maintenance after experiencing slow loading
times and issues with the application process.
Note: original article with all links included can be found here.
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