MassHealth Customer Service Issues

I have been enrolled in BMC through the Health Connector since it was CommonwealthCare. I have consistently made monthly payments. However, I lost my health insurance subsidy due to not filing my [redacted] tax return. I submitted the return around March 31, [redacted]. I have held the same job for ten years and always had health coverage through MassHealth, Commonwealth Care, and now the Health Connector. I have a good payment record, paying $43 monthly for BMC Health. As per the guidelines, I should qualify for a subsidy. I urgently need health insurance as I have diabetes and a history of open-heart surgery. I was informed that I could obtain MassHealth coverage until my subsidy is reinstated. Please assist as I await your response. Thank you, Timothy F.

I recently submitted missing paperwork to reinstate my coverage. The form I sent was a job update form since I am currently on short-term disability due to recent psychological testing. The results are with my PCP, Dr. Steven Flood, who has prescriptions recommended for treating the issues found in the evaluation. With the coverage lapse, I can't see him for the necessary prescriptions to aid my return to work. The paperwork went to Masshealth for the remaining doctor's appointments. I'm waiting for the coverage to start so I can schedule an appointment with Dr. Flood to follow his return-to-work plan.

My insurance was unexpectedly terminated on 9/9. I discovered this when I got injured on 9/10. After missing work hours, MassHealth instructed me to urgently fax my unemployment pay stub with member information to [redacted]. I successfully sent it at 2 pm, being told it would take 24 hours for processing so I could enroll again. Today, I wasted 40 minutes on hold only for the call to abruptly end. After another 45-minute wait, the call got disconnected after being told they had not received my fax yet. I am currently without insurance, injured, and dealing with a sinus infection. I urgently need medical attention but cannot afford a $[redacted]-$[redacted] deposit. This situation is incredibly difficult for me to handle. Sincerely, Colin Burke

I recently experienced an upsetting situation that I need help with. I sustained an injury yesterday, September tenth, only to discover that all my insurance coverage was terminated on September ninth without any prior notice. This has left me without insurance and unable to see a doctor for my injury. After numerous calls, I was informed that I needed to send a Paystub from my Unemployment Insurance along with my member number via fax to reinstate my coverage. Despite doing so, and being assured it would take 24 hours to process, I still haven't had my insurance reinstated. I faced difficulties reaching Masshealth due to call dropouts. After finally getting through to a representative, the call abruptly ended before confirming receipt of my fax. I urgently need confirmation that my insurance will be reinstated today as promised. I require medical attention for my injury and am in distress due to the sudden termination of my coverage. Thank you, C. B.

I recently read an article about a 19-year-old girl, Revear, who passed away because Mass Health suddenly stopped covering her Topamax medication. It's concerning and heartbreaking that a decision for cost-saving measures resulted in cutting off someone's vital medication. The lack of accountability in situations like this is truly disheartening. It's a reminder that sometimes, decisions are made without considering the real impact on people's lives. I can only hope that such a situation never happens to anyone else. It's important to prioritize people's health and well-being over cost-saving measures, especially when it comes to life-saving medications.

I oversee a Psychiatric Day Treatment program in Fitchburg, where MART handles our member transportation. Despite regularly lodging complaints with MART's Quality Assurance Department, we have not received any resolutions for the issues we've raised. The cab companies contracted by MART often arrive late or fail to pick up our members. Although our staff are present with the clients at the scheduled pickup times, the cab drivers claim that the members were not there when MART inquires. Yesterday, another incident occurred with a member missing their ride, resulting in a 3-hour delay before another option was offered. Our members are missing vital programming and psychiatric appointments due to these transport issues. We urgently require assistance to address this ongoing problem. -Alicia McInnis

I have chronic migraines, diagnosed by a neurologist, and have tried numerous medications, Botox, and even surgery without success. My regular visits to a neurologist at MGH led me to participate in a clinical trial for Aimovig, a monthly injectable, which was the only treatment that worked for me. I was thrilled when it became available on the market, as it significantly improves my quality of life. However, after transferring my prescription from CVS to Walgreens, my insurance denied coverage for Aimovig. This treatment is crucial for me to function on a daily basis, and I am reaching out in desperation. Dealing with insurance rejections while battling chronic illness is overwhelming. Any assistance in resolving this insurance coverage issue is greatly appreciated.

I have been attempting to renew my MassHealth coverage for several days now without success. I have been unable to complete the process online. My granddaughter and I rely on this coverage. My name is Teauila Travassos, born on 10/18/[redacted]. Despite living at [redacted] Grattan St Apt R1, Chicopee, Massachusetts [redacted] for the past 8 and a half years, the website indicates another address in Massachusetts, which is not accurate. I am in need of assistance with this matter as I am the primary caregiver for my granddaughter due to the loss of my daughter and husband on March 12, [redacted].

I have a query about MassHealth Dental. My spouse and I are covered by MassHealth with no other Health or Dental insurance. My spouse recently had routine dental treatment. We received a letter from Delta Dental detailing treatment costs and coverage breakdown. We no longer have Delta Dental coverage. Delta Dental states MassHealth covered a portion and they refuse to pay, leaving a balance for us. I am confused by Delta Dental’s involvement and MassHealth not covering all costs. Could this be an error sending to Delta Dental? Should MassHealth have covered everything?

I recently completed my cca(onecare) requirements but was unexpectedly discharged for not submitting the correct forms on time. Despite sending in the required paperwork after being informed, I encountered a sudden issue with my MassHealth eligibility. I received a concerning call late on a Friday afternoon notifying me that I was no longer eligible, leaving me without coverage while relying on methadone treatment and facing financial strain due to transportation costs. Living in Worcester, MA, without insurance as a disabled individual, this situation has left me feeling anxious and vulnerable. I urgently need assistance to resolve this matter as my health is at risk, particularly given my reliance on a stable methadone dosage that cannot be abruptly discontinued. I am concerned for my well-being in the event of a health crisis and seek guidance on how to rectify this distressing situation.

I recently became homeless a few months ago and unfortunately missed updating my information, resulting in a cancellation notice dated August 18, [redacted] being sent to me at the shelter. This cancellation puts my daily methadone treatment in jeopardy, as I rely on it for my well-being. I am currently residing at Father Bills and Mainspring homeless shelter since April 9, [redacted]. I am reaching out for assistance in reinstating my medical insurance as methadone has significantly improved my quality of life amidst the challenges of homelessness. Your help in resolving this issue is greatly appreciated. Thank you.

Since hurting my left shoulder in February 2, [redacted], I still haven't received any physical therapy, pain medication, or help managing the pain. On August 12, I saw Dr. Kumar for a beta blocker injection in my neck to help with the shoulder pain. Following the procedure, I experienced voice loss, vomiting, and clicking in my neck. After a follow-up appointment, where I nearly passed out and vomited, another appointment was scheduled for an MRI of my neck and shoulder. I requested sedation due to the unbearable pain in my shoulder, but no pain medication was provided. I've been dealing with this excruciating pain for over seven months and feel like the doctors are not prioritizing my well-being. I've been trying to switch to Stewart Health Choice for a new primary care provider to no avail. I am desperate for a resolution as my arm and neck condition have worsened. My name is Christine Pettiglio.

My insurance was terminated because they requested paystubs from my spouse, which we provided and resolved. I briefly worked as a temporary employee for a few hours a week for two months, but haven't worked there since July. My income hasn't changed. Now my daughter's insurance is also affected. I require therapy and psychiatric treatment urgently, but without insurance, I've missed essential appointments. My daughter needs insurance for her check-ups, as it's the law. If my insurance must remain inactive, please reinstate my daughter's coverage. I struggle with anxiety and depression, off my medication since the termination. I can't afford treatment without insurance and lack a support network. Urgent assistance is crucial. Please confirm your ability to resolve this promptly.

I recently had trouble reinstating my Berkshire Fallen Insurance after getting my MASS Health Insurance back in order. I was advised that I need to re-enroll through MASS Health, as they handle all enrollments. Fallen Health provided little assistance, stating that they simply support the plan. As someone on Disability seeking medical care, I have critical appointments scheduled this week, beginning on Tuesday morning. If you need to contact me, please reach me at [redacted]. Thank you for your help in advance.

I have a recurring issue with Masshealth requesting updated information about Osende Amilcar Monteiro yearly. As a disabled individual, it's challenging for me to constantly provide this information. Maintaining an active account is crucial for me to attend therapy and x-ray appointments. I am unemployed, unable to drive, and face difficulties walking the long distance to public transportation. Your guidance on this matter would be greatly appreciated.

I am dissatisfied with the poor customer service I have experienced from Cape Cod Medical Supply. Despite my CPAP device being under warranty, they are billing Mass Health for its repair and ignoring my attempts to contact them for assistance. I have already visited a doctor a few months ago as they requested, yet they keep insisting on another appointment. The email they sent me includes congratulations on meeting my insurance's 90-day usage goal, but it also threatens to stop paying for my therapy if I don't schedule another doctor's appointment promptly. They are urging me to sign up for their patient engagement smartphone app and resupply program. The email also contains disclaimers about confidentiality and virus scanning.

My son, his partner, and children qualify for MassHealth coverage, but were placed with an insurer, Steward Health, not accepted at their local methadone clinic. Despite multiple attempts to switch, they were unsuccessful. As an elderly widow, I've drained my savings to pay for their crucial methadone treatment. Without it, their recovery, daily function, and risk of relapse are at stake. MassHealth claims a non-life-threatening reason isn't grounds for a change. The clinic and a service rep at my workplace tried to assist to no avail. I'm financially depleted, and today my family couldn't dose at the clinic. This situation requires urgent resolution.

I am looking to find a therapist in my area who is covered by my health plan. The primary care physician assigned to me only works in nursing homes, which doesn't meet my needs. I have already contacted a list of physicians in my area who are covered by my insurance, but unfortunately, most of them also work with patients in nursing homes and cannot accept me. It's crucial for my mental health to find a therapist promptly, especially considering the lengthy waitlists due to Covid-19. I want to clarify that I am not a danger to myself or others, but as a recovering addict, managing depression and anxiety is essential to prevent a relapse. Being isolated at home has made it challenging, so I am open to online therapy through platforms like Zoom as a solution. Thank you.

I enrolled my mother in MassHealth last year. She lives in her own apartment but has severe dementia and physical limitations. I arranged for 24/7 coverage through an Eldercare service. Initially, everything went well, and she was approved for full-time assistance. We had some difficulties at first, but we eventually got more help, which has been a huge relief for me as I am the sole caregiver. Recently, the Eldercare service informed me that my mother has reached her budget limit and suggested moving her to a nursing home. I prefer to keep her at home, but I am struggling to manage by myself when the aides are not present. Could you please clarify MassHealth's coverage for home health aides? I thought the preference was to support individuals in their home environment. I would appreciate knowing your policies regarding this matter and what options are available for my mother's care. Thank you.