Many callers using new shopping queue, usage of online provider significantly outpaces last year
BOSTON – November 15, 2016 – Massachusetts Health Connector members, many of whom are facing significant premium changes for 2017, have been active shoppers in the first 11 days of Open Enrollment, considering new options for next year.
Since the start of Open Enrollment on Nov. 1 through Nov. 11, one-in-five calls to the customer service line have been to a new shopping queue that gives members access to specially-trained representatives designated to work specifically on shopping questions. Also, online users are using the Health Connector’s provider search tool 90 percent more than the first 11 days of last year.
“It is encouraging to see so many people taking the time to ‘stop, shop, enroll’ at the start of Open Enrollment, and I hope all of our members take the time to consider what plan is best for next year,” said Louis Gutierrez, the Executive Director of the Massachusetts Health Connector. “While premiums for next year are increasing for many of our members, it is quite likely most people can save money and maintain the same level of benefits they currently enjoy, particularly in our ConnectorCare program.”
For those in unsubsidized plans experiencing higher increases, the Health Connector likely offers other plans with similar benefits and lower premiums. In the ConnectorCare program, which uses federal and state subsidies to lower members’ costs, almost everyone experiencing an increase can find a lower-cost plan with the same benefit structure in their Plan Type. Those who make a plan change by Nov. 23 will see their new plan and premium information reflected in their invoices for January coverage.
In the first 11 days of Open Enrollment, 37,900 people called the Health Connector’s customer service line. Of those, 7,600 people – about 20 percent – went directly to the customer service shopping queue seeking assistance. The Health Connector’s shopping help service can be reached by calling (877) MA-ENROLL, pushing the number 4 during the welcome message.
Also in the first 11 days of this year’s Open Enrollment, the Health Connector’s improved online provider search was used more than 67,400 times, compared to about 35,500 times in first 11 days of Open Enrollment 2016. The provider search helps members determine whether or not their current doctor is in a potential plan, or helps them seek out new doctors if they have decided to move to a new plan. The provider search can be found at the Health Connector’s website.
Open Enrollment is the time when anyone who doesn’t have health insurance can get it, including accessing help paying for their coverage through the Health Connector, and current members can consider new plans for the next year. Those without coverage need to apply, find a plan and pay their first premium by Dec. 23 for coverage starting Jan. 1, 2017. Open Enrollment runs through Jan. 31, 2017.
About the Massachusetts Health Connector:
The Massachusetts Health Connector is the Commonwealth’s state-based Marketplace, the only place qualifying residents can find financial help accessing health insurance. There are approximately 235,000 people in health coverage through the Health Connector. Residents can learn more about the Health Connector and accessing coverage at MAhealthconnector.org.
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