What Happens when the Same Person Sets Up a Different Account at Healthcare.gov?

[sam816]

I had someone purchased from healthcare.gov last year but forgot his password. We tried to recover his password without success (no email from healthcare.gov after a long while and two attempts), so he wanted to use a different email addr to set up a separate account. After doing that we got stuck at the id verification step. Could this be caused by the same person setting up two accounts?

All of the above happened on Saturday (11/15) morning.

TIA.

 

[mwoodbrid]

It absolutely is the cause. I had a client with the same issue, and after an hour on the phone with HC.gov we finally got clarification.

 

[Yagents]

EPIC failure:
http://www.nytimes.com/2014/11/16/us/health-insurance-marketplace-opens.html


Similar problems frustrated Lorena Ortiz, 40, of Woodbridge, Va., who tried to switch plans in a conference room at the clinic that Ms. Burwell visited on Saturday. Ms. Ortiz had signed up for coverage in the first enrollment period, but could not remember the password for her account on HealthCare.gov.

She and a certified application counselor, Kathleen May, spent an hour trying to retrieve Ms. Ortiz's old password — even making a call to the HealthCare.gov call center — to no avail. They waited for a new password to come to Ms. Ortiz's email address, but it never did.

Then they tried creating a new account. At first that did not work, either, so they tried using a different email address for Ms. Ortiz. When Ms. Burwell walked into the conference room to greet clients, Ms. May and Ms. Ortiz did not even look up.

They finally succeeded in creating a new account for Ms. Ortiz with a different email address. But then they could not link her old health plan to her new account.

Other counselors who sought help from the federal call center were told to call back because the website was having "technical issues."

Kelly D. Fristoe, an insurance agent in Wichita Falls, Tex., said the federal website appeared to be working for new applicants. But he said: "There's a major problem for people trying to re-enroll. When we try to log in to access their accounts, we get a message that says the login information is incorrect. In every re-enrollment situation today, we have had to reset the user name and password."

 

[TxOnline]

The system seems to LIKE an email address as the User Name.

YAgents, where in the world are you finding the time to read the NY Times?

I only have time to read Insurance-Forums.net....to HELP me speed over my constant bumps-in-this-ACA-road!

You should be called YSuperAgents!
I KNOW you have a ton of business to handle right now!

 

[somarco]

Kathleen May, spent an hour trying to retrieve Ms. Ortiz's old password

Q - How many agents does it take to retrieve an old password?

A - None. Agents don't have that kind of time.

 

[Cenla Agent]

I think the duplicate SSN causes it to hang up. That seemed to be the case from last year to my recollection.