Mass Health Connector Customer Service Issues

As a part-time teacher without benefits or healthcare, I relied on Neighborhood Health for coverage. I recently faced a setback when I was late submitting some paperwork by a few days, resulting in a demand for $[redacted] to maintain my insurance. This unforeseen expense is overwhelming for me as I currently cannot afford it without compromising essential expenses like rent. Until now, I had been paying $[redacted] per month for my coverage. My delay in submitting documents was due to discovering a significant tax bill of $[redacted] during a consultation at a low-income tax clinic in March. Although the Health Connector states it is not a loan, the government insists otherwise, adding to my financial stress. I am reaching out for any assistance or advice regarding this issue.

I recently received a letter from Social Security indicating that I would need to start paying my premium again. During the past two months, I was part of the MA buyout program, so I wasn't required to pay. After contacting Social Security and being directed to Mass Health, I encountered frustrating phone calls lasting for two hours, during which I was disconnected twice. Being disabled with numerous doctor appointments, it's crucial to resolve this matter promptly. I've been enrolled in Mass Health Standard for approximately 5 or 6 years with no change in income, so I'm unsure why my coverage was terminated. Despite having consistent income proof on file, including my $[redacted].00 monthly mortgage from before my disability, my eligibility status remains unclear. Due to memory problems, I'd appreciate a clear explanation via a call or email. Thank you.

I am seeking reinstatement to my health plan, (PCC) Plan Stewart HealthChoice, urgently. I was denied on 9/14/18 by my new primary care provider, Bianca Thorpe, due to lack of coverage. I received a letter from you on 5/22/18 stating I would lose coverage for being admitted to a long-term care facility, Fall River Health Care. I was discharged on 5/11/18, ten days later. The letter mentioned I might need to enroll in a new plan upon discharge, but I didn't receive any notification or assignment from Mass Health. I have pending doctor appointments that require immediate attention. Please assist in reinstating my coverage promptly so I can see my doctors. Thank you.

I am writing to file a grievance regarding the unacceptable service I have received and the disrespectful way your representatives have spoken to me. On October 22, I purchased a Tufts health plan for November, then switched to BMC the next day. Despite being assured that my Tufts plan would be changed for the next month and receiving a letter with my member ID and benefits summary, I received no such notice. Instead, I received bills for both policies from the Health Connector. After waiting two weeks for the mail, I called and was given conflicting information about my coverage status. The supervisor I spoke to, Ida, was unhelpful and explained no one else could assist me. I requested a credit for the three weeks of lack of communication and clarity. I believe it is fair to be credited for the confusion and inconvenience I experienced. I hope for a resolution soon. Thank you. -Chelsey S.

Recently, I contacted Mass Health Connector at [redacted] as an Authorized Representative for my brother to switch his plan due to Lawrence Community Health not accepting the Mass Health Tufts plan. I encountered multiple issues on the phone, including being on hold, disconnected, transferred to different departments, and having to repeat my information for over 2 hours before reaching the Health Connector. Despite the politeness of the staff, I struggled with navigating the prompts and was given the runaround with different numbers to call. There was no clear option in the prompts to connect to the Health Connector directly. As an experienced NH insurance broker who has dealt with Healthcare.gov, I found this customer service experience subpar and urge for improvements in the messaging system or a dedicated direct line to the Health Connector. Linda HB

To whom it may concern, I recently made an online payment via the Health Connector for my July 23rd premium amount of $[redacted].00. I want to confirm that there was only one payment processed and that no accidental multiple payments were made on July 6th. The Payment History seems to indicate multiple receipts, but there should only be one. Can you please verify that only $[redacted].00 was withdrawn from my online banking account? Thank you.

I am Bruno S. Lepori, a member of Massachusetts Medicare for 7 years. I am grateful for the services provided to me and my wife, Renee O. Lepori. Despite being a current member, I continue to receive prompts to sign up before December 15. I have reached out via phone and email to clarify my membership status and only need to pay outstanding invoices. Unfortunately, I received no response but received bills for my wife totaling $1,[redacted] for the year. It is crucial for me, given my age and income, to ensure I can promptly pay my dues to maintain my membership.

I recently switched insurance providers through Masshealth, as my current one will no longer be covered after April. Despite receiving notice through UPS Informed Delivery that Masshealth would be sending me information about the new insurance, I never received the mail. It's been two weeks since the provider change, and the letter should have arrived a week ago, but I have not received any other details on the new insurance. I would appreciate it if they could resend the lost mail and provide guidance on finalizing the insurance switch.