Massachusetts Health Connector
Reviews and Complaints

This is the second complaint I've filed in a little over a month. I'm filing a second one because my issues were not completely resolved from the first complaint. I'm transgender, and have had my name legally changed for years. Despite this, and that I was told this issue was resolved the first time, my deadname is still present in my account. I'm currently on the phone with an agent who has told me the username I've been assigned (Which starts with my dead name's initial) cannot be changed. If this is true, it's an act of passive transphobia.

I'm a transgender woman. I had my name legally changed five years ago to Juliette. Whenever I call the Health Connector for help, I always face issues in even locating my account, because it still has my old dead-name attached to it. I have demanded that this issue be resolved several times, to no avail. I am currently on the phone now, facing the same issue. I will continue to file complaints until the issue is resolved.

I applied for the Mass Health insurance for my mom 2 weeks ago since she has a critical illness condition. She had all her information sent out and registered on the system. I went to Brockton walk-in clinic two days ago to get an update on the insurance, the lady that received us said that my mom had her insurance approved already and that she could have seen a doctor since last week when the lady that was at the clinic front desk told me that she couldn’t. The lady also said that she should have received a card and that I can call [protected] to tell them to send the card, which I did. When I called customer service and explained to the guy that was on the other line that my mom should have received a card since she applied for the insurance two weeks ago. He asked me if she can speak to her, I told him that she doesn’t speak English and that I will be the one giving the information. So he did get the information without her approval and after confirming those informations on the account, he said that he wanted to speak with my mom for changes. I told him that there’s no changes to be made, it’s just that you have to send a card that was supposed to be sent after approval from the insurance and that I just called to remind you so. He insisted to speak with my mom, so I asked to speak to a manager. He put me on hold for a while, I’m assuming never mentioned it to a manager and for some reason, the call hangs up but never called back. This guy is a bad example for customer service. I just wanted to have my mom insurance card to be shipped to the mailing address that’s been in the system since when she applied for insurance when you guy should have sent it automatically after she was approved. I will no longer call customer service for that matter and will use the card number information that the lady from the insurance walk-in clinic gave me so my mom can see a doctor as soon as possible.

I just got off the phone with Health Connector. Spoke with a representative, then a "specialist". My coverage was terminated for non-payment. However, I was on auto-pay and always had funds in my account. For whatever reason, the didn't request my November payment. However, my Dec, Jan, and Feb payment was paid through auto payment. Found out I was terminated, when I tried to have my mail RX filled and was told I was unenrolled. Upon speaking with the specialist. She said I would have to pay the back due payment in full plus March and April's payment to be re-instated. I said, "fine, I'll pay it right now". She then informed me that I would have to mail it in. Thus, it being Friday, now I have to mail the payment in, then they will try to expedite my reinstatement. I said, that is unacceptable and that I wished to speak to a supervisor or upper management. Was basically, told they would submit a request for management to call me back within 24-48 hours. Which basically, I won't hear from anyone until early next week and will not be able to get my Rx refilled before then. WHEN THIS WAS THEIR ERROR. I WAS ALWAYS ON AUTO PAY! Unacceptable in the day of electronic payment that payment has to be mailed in and can't be accepted electronically? I find that hard to believe. Again, I did my part and enrolled in autopay to avoid these hassles and delays. Totally unacceptable.

Linda Consentino member # [protected]

The therapist I was assigned is not qualified or experienced in the specialities I had requested, and therefore unable to help. Victoria has a very thick accent and is difficult to understand even tho English is not my first language either. She schedules calls for 30 - 60 minutes then says she has to go before the ten minute mark, and uses excuses about her workload that should be transparent to me. She doesn't counsel or provide therapy, but rather wants to chit chat like we are friends although I've asked for her to focus on and provide tools for behavioral issues I've identified to her. But week after week it is the same chug chat and I'm not receiving any actual therapy / counseling much less the tools and methods I vwr specifically asked for and have requested several times. I even told her two months ago it wasn't working and I wanted to see someone else, which she said she processed the request for but I'm still stuck with her less than ten minute phone calls which is not helpful and honestly a waste of time not to mention detrimental to my mental health and safety. I would not recommend this place and would like to know how to file a complaint as they should not be a mass health provider

Massachusetts health connector terminated our health insurance because they did not have verification of address on file. Their only warning for doing this was a paper mailing — even though I was told that I need to check our online account more and upload documents. Our family moved recently, so paper mailings were not reliable for a time. At no point did Massachusetts health connector contact us through email or phone regarding dropping our insurance. In addition, the month that they decided to drop our coverage (Dec 2022) was the month that our insurance company authorized payment for an IVF procedure.

We are now, a week into December, scrambling to retroactively reinstate our insurance in order to cover the thousands of dollars worth of cost toward our IVF procedure — that was already approved. All due to not uploading a copy of our most recent mortgage payment.

In addition, not one, but two different Massachusetts health connector professionals told me where to make an in person payment for a future balance in order to expedite the reinstatement process. I was directed to the Taunton office, who informed me that they don’t take payments, but that the Brockton office does. So I drove even further to make an in person payment in Brockton. When I got there, I was told that they do not, in fact, take in person payments for Massachusetts health connector, and they haven’t in three years.

For such an important service, there are very few people who know what they’re doing, and the humanity is lost in the bureaucracy. To lose coverage during such a medically sensitive time over one document is mind-blowing. Massachusetts health connector should be ashamed of themselves.

I never am allowed to sign onto the website. No matter what I do my password is wrong. Every time it makes me change it and then refuses to accept it. This has been happening since you forced me to get healthcare. It has never worked.

Second: I am poor. Make minimum wage and am paying 511.00 a month. My room & board is almost 600. Because of your stupid healthcare, I am losing money every month. Is this why you forced this upon us and never let it work? I don't have a phone. I am poor. How am I supposed to get anything to work if you can't even have a working website?

Health Connector (HC) failed to accurately transfer my family information to Delta Dental. Due to the obvious mistake by HC my son wasnt covered for over a year for dental service.

In May 2022 my son was denied a dental service, because we he can not be found in Delta Dental (DD) system. HC was convincing us that he is covered and HC can see him in HC system. We were told that DD and HC can not call each other. They can not talk to each other to resolve the issue, so we have to call them individually to figure out the situation. I have finally got HC and DD on conference call and it was a zoo : "i see it - I dont see it. How come - I dont know". As a result the coverage for dental services was reinstated through HC and will be available the NEXT day only. Keep in mind my son had a dental emergency (can not swallow/open his mouth, 101F fever). We ended up paid out of pocket for dental service that day.

However, all mail from HC we ever received was confirmed that 3 my family members are covered. It turned out it was a lie.

Case of [protected] from 5/13/22 was opened to resolve the issue.

I have not heard from HC for over a month about this case status.

On 7/7/22 i opened another case #[protected] about the refund for uncovered time for my son. DD confirmed that my son was deactivated in their system from January 2021, due to information supplied from HC. its over a year. Dental cleaning was done and covered last year somehow.

As i had figured out HC supposed to provide all information to DD. Then DD activates us (customers) in their system. HC is middleman.

It took 3 month for HC to correct the mistake.

On 7/7/22 i opened a case #[protected] with HC asking for a refund for my son uncovered time. All correspondence from HC stated that 3 my family members are covered for dental and health insurance. And my dental charge to HC was $65 a month.

All my payments to HC was made on time, without any delays or questions.

On some reasons case # [protected] about refund was closed by HC without my satisfaction / approval.

On 7/11/22 I opened another case #[protected] about the refund. The same day i received a call that it turns out that $65 supposed to be a price for only 2 members. How my son got his cleaning done last year and it was covered is beyond my understanding. That all paperwork i received from HC was mistaken. As result the difference for my son coverage supposed to be paid. And HC willing to cover that to correct the mistake and satisfy my 15 years of the loyalty.

I was provided a confirmation #504415 that outstanding $380 will be covered by HC.

A week later i received a bill via mail that i owe $380 for dental coverage. ?

On 8/3/22 I opened a new case #[protected] about that bill. I received a call from Mackenzie (the worst and rudest person i've ever talked in my life). She stated that I owe $380 and i have to pay it if i want a future coverage. I asked how come, i have a confirmation # that past due supposed to be covered by HC due to its own mistake. She said - "no, you owe this money and you need pay it if you want a dental coverage going forward. I explained the whole situation to her again, asking to open up all previous cases and recordings. She said, she is NOT going to pull anything from the archives. Just because. I have to pay it, period. Then I asked her, why i have to be responsible for HC mistakes. Why i have to pay for past month when coverage was mistakenly not provided for us. All i want is coverage going forward. She said - in order for my family to have a future coverage I need to pay the past due. That was already too much to handle and absolutely unreasonable and unfair. I asked to speak with her supervisor, and she simply hanged up the phone.

Then a called HC again. Previous case was closed by Mackenzie with no notes on the case left. I and opened a case #[protected] asking to resolve the issue.

I was told that Mackenzie increased the amount due from $380 to $480. No explanation why and what for was provided.

Within several weeks I ended up calling again to check on a case status and it turned out that my dental insurance for canceled for all my family members. Previous case was closed without any notes and updates and i opened a new case #[protected] to remove any charges on my account for dental due to HC canceled the coverage. No updates were provided and no supervisors called me back.

Several problems exist in web site that have gone uncorrected for YEARS.

1) When EDITING an application for the current year for changes in income, the system will generate THREE NOTICES. Two are entitled 'Special Enrollment Period Decision' and state the same thing: "You need a qualifying event to enroll at this time." I am UPDATING my income and yet the system warns me that I am not eligible to enroll even though I am just performing an update of my income. The third notice entitled 'Eligibility Approval' again goes into detail about being approved for a plan outside of the open enrollment period. I have talked to many representatives and they are aware of the problem and they have stated it has been brought to the attention of management. NOTHING seems to have been done about this for YEARS!

2) When EDITING an application for the current year for changes in income, the 'Account Overview' section will show a payment for one amount BUT the 'Billing' tab will show another amount. The INVOICES tend to be more accurate and oftentimes I will call a MA Health Connector rep. to verify the correct payment amount. The 'My Accounts' page will show an amount that is a different amount altogether!

In March of 2022 I called Mahealthconnect to review affordable plans. I was given a plan outline that included coverage for my PCP and pharmacy benefits. I was also told to NOT use the plan the first month of coverage unless it was for an emergency. I complied and booked appointments for May 2022. My coverage date started April 1, 2022. My PCP and pharmacy and mammogram never heard of the plan. No coverage. I called the insurance phone number on my card to cancel and get a refund. They stated I had to request within 30 days. I was told NOT to use my card. Now they won’t refund me. Affordable? Don’t think so. Will continue pursuing refund and report of fraud. Plan sold to me through First Health Network.

I enrolled in a dental plan in January 2022 through mass health connector and have been making $68.00 (on time) premium payments since January 2022 with no break in coverage. My husband went to his (participating) dentist April 12th and was told he did not have active dental coverage, so we had to pay $612 on that day. I called Mass heath connector on April 12th and was told that they will send information over to dental insurance company that he DID in fact have ACTIVE coverage. I thought the issue was resolved until I called the dental insurance company to follow up and they told me Mass health connector sent them a email saying we terminated coverage January 2022. We have paid premiums to Mass health connector since January 2022 and had to pay the dentist in full so we are out almost a $1,000. Masshealth connector reps give me a case number and don’t call me back. Extremely frustrated.

My wife and I have the Massachusetts Health Connector. We are now in divorce proceedings. She tried to apply for the mass health connector. The cost was $694.20. She sent the check in for payment. Then was told she did not qualify for the mass. Health connector. She then requested that the check that was cashed by mass. Health connector be returned for the amount she paid. Long story short it has been 3 months! No refund! I am getting the run around from all I converse with. They tell me the check was sent, they cannot tell me where or who sent it. Then as of today I was informed they can't find the check.! I was informed they will try and track check! I was also told it would take up to another 10 days to await an answer! I have just read a report about financing problems with mass. Health connector. We put our trust and money in mass. Health connector, this is how we get service?

A mistake was made by a Customer Support agent on 1/27/2022 when requesting to a change of status to my wife health insurance starting March 2022. We were dropped from health and dental coverage (having paid premiums), I have been scheduled to be removed and reinstated starting 3/1/22, denied services and medications.

We opened a case with the ombudsman who acknowledged and took on the case. Unfortunately, we have been unable to contact him as the situation keeps changing on a daily basis.

I contacted the State AGO who said they have no oversight for Mass Health Conn. and recommended to contact the Constituents Office of the Governor. I submitted a request for help and still waiting an acknowledgment a week after the first submission.

It is more than 15 calendar days since the mistake was made and we are still waiting for the Health Connector to straighten these mistakes.

Website locks you out permanently, for life, if you have an application open for more than 30 days. Even if you later enroll in a plan with a counselor over the phone, you will never be able to use the website to upload verification documents, pay your bill, or view your account details. You will call dozens upon dozens of times, for months and months, and receive "ticket" after "ticket", with "case number" after "case number", and they will "escalate" your concern over and over and over again, but nobody will ever solve it. This is keeping people from having health coverage. People are dying because of this completely idiotic website situation.

I was enrolled in a plan for approximately a month now, I received the bill which I planned on paying today as a matter fact when I received a new bill which is indicating that my income is $53, 421.58. I have never made that in a years time in my life! My proof of income amount that was originally set in there was $15, 824 which gave me a premium tax credit of $473 a new bill give me a tax credit of $207! So I then had to call health connectors and try to get that amount put back in and the representative would not do that for me I just wanna know who altered my proof of income to $53, 000! My insurance bill went from 639.81 to 905.81. And by the time I was done talking to the rep it's now 697.81… i'm furious that somebody went in there and put that amount of income in there in the first place and making it very inconvenient for me to go back and call health connectors again to try to resolve and fix the problem! And my bill went up another $42! In order to change the application it's quite the process so I want to know who went into my application and changed my proof of income amount to make me go through this all over again and for my bill to go up another $42 to boot!? Not a happy customer!

no one in the mahealth connector seems to know how to do a job, then you have team leads that still don't know anything stating they have to send to tier 2 . no one can ever get to the depts that know what has to be done and do it everyone has to wait for 10 business days to get anything fixed if it is fixed by then

I am trying to shop for a health plan and already have an account. When I try to log into my account the website states I already have a pending application (which I do not). However, if I did have a pending application, why wouldn't I be allowed to log in to complete it? I contacted Mass Health Connector via some web form and they returned my request via voicemail with a case number and a phone number to call. When I called the number and clearly repeated the case number 3 times for the caller (whom was not listening the first 2 times), they stated that the case number I gave them is not associated with my name. Personally I do not want health insurance because it is useless with the deductible rates being so high; the insurance never kicks in. But our government forces us to have health insurance and throw $15, 000 out the window ever year. It should be easy to shop for a health plan and I should not have to log in to shop. I should be able to shop first then pick the plan once logging in. So I am without a plan currently due to the system that Mass Heath has put in place and keeping me locked out.

I was on the phone for over two hours Wednesday of last week and was ensured that my insurance would be made retroactive to November 1 if it made a $320 premium payment. I am currently unemployed which is why I need this new insurance, and when I called today to make sure that this took place I was met by a rude woman who refused to help me, refused to let me speak to a manager and stated that my insurance would not be made retroactive. I would've never made this payment, they are thieves!

I applied for mass health since losing my job in April. I have had to call every 2 weeks since to date because I receive a letter saying they won't except any of the proof of income documents I send them for myself and my wife. This is after talking with someone every time to clarify what they want. In doing so they continue to decline my documents. I've sent tax returns. Unemployment records. Wife's ssi and pension papers. I do not know what to do at this point. And now it's mid October. The people are never helpful. The documents I send are on the letter they send me saying these are the approved documents to send. I send them they decline them. The people in the documents department need to be fired. The second to last time I called all I could hear was a loud tv and life's screaming in the background. What's going on with that.
I can never get them to forward me to a manager or supervisor. The worse government agency I have ever dealt with. My name is george Sprague

For years, when my health insurance comes up for renewal, I have been trying to submit documents online (which they ALWAYS say is recommended for a faster outcome) to prove my eligibility for insurance through one of their affiliates. But every time I do this, I get a letter in the mail saying that they could not verify my eligibility, and that I needed to send proof of income, which I had already done online by uploading paystub PDF files! And they were the most recent ones! So then I have to print out physical copies of them and mail them out anyway. It's ridiculous! Why waste everyone's time asking them to submit proof online if the system doesn't work?