Federal health officials announced on Nov. 22 that they'd fixed some portions of the website to allow more insurers and insurance agents to enroll consumers directly. The feds are asking roughly 16 insurers, agents and brokers in Florida, Texas and Ohio to test it out and give detailed feedback about the fixes, hoping to expand it to other states in the coming weeks. Health officials have been vague about the scope of the botched applications insurers are receiving and what steps they're taking to fix the problems. One bug related to Social Security numbers, which federal health officials said accounted for more than 80 percent of insurers' problems, was fixed last weekend.
But the problems have persisted, prompting the head of the National Association of Health Underwriters to write the president Tuesday, urging him to make additional fixes a priority, saying agents have a significant backlog of clients with incomplete applications.
"We want to make it clear that a number of back-end technical obstacles still exist for health insurance agents and brokers trying to actively support the federal marketplace," said CEO Janet Trautwein.
Insurance industry executives also met with Obama last month and encouraged him to let them take a more active role in enrolling consumers in the 36 states relying on the federal website. Brokers' frustrations with the website are amplified by the pressure they face to add customers to offset reductions in their commissions under the law.
Among the complaints, agents say the website isn't always crediting brokers when they help enroll consumers — meaning they're losing out on commissions. Once an application is started, consumers can't go back in and add a broker's name if they help midway through the process. Federal health officials said there are 975,000 customers who have started an application but not selected a plan.