Massachusetts Health Connector
Reviews and Complaints

I enrolled as of dec 31 2018. Got a bill saying I owed almost $600 stating I needed to pay this or I would have no insurance. Confused I paid $100 of it. I then called on january 18th was told they do not send a bill for 6mos/1 year payment in full. She had no idea why I received that bill but I had never been enrolled fully - it was started but not finished. She then said she would take care of it for me. The $100 would be applied to my monthly fees of $44. For the plan I chose. I now have a medical emergency and was told from cvs that I have no insurance. I called 2/13/19 and spoke with jennifer case # [protected], she said I was never enrolled again! I called today 2/15 and there was no rush put on my insurance enrollment. This is the most absurd thing I have ever dealt with. No problem taking my $ but I have no insurance to show for it. I will be filing a complaint with the better business bureau also. Whoever is in charge of enrolling people needs to be fired and held responsible. If we in massachusetts have to have insurance it shouldn't be so difficult to obtain. I assume (my fault clearly) when I re-enroll that it is all set, that once I pick my plan & pay I am fully all set. Clearly not..

Hello,

My name is Yanelis Bueno Bautista, I used to be a member of the Massachusetts Health Connector but I decided to cancel my health insurance plan to take my job insurance plan. I would like to know who should I to speak with about $329.96 withdrawn from bank account on June 24, 2018 after I had canceled my health plan with Massachusetts Health Connector. I called in June 25, 2018 asking about it and the customer service representative told me to called back on July 3 to request a refund for the amount dropped $329.96. Health Connector representative gave me a Case #[protected] and told me it would take up to 30 days for me to receive the refund and if I didn't receive the money by the beginning of August to give them a call back. I called back in August 02, 2018 and the HC representative told me that the refund was already sent out. I told her that I have not received anything and I verified with her my address. I gave her my current address and she told that the check was sent to my old address, 33 Pleasant St, Worcester, MA 01609. I told her that my address has changed and the Health Connector representative updated my address to 37 Church St, Spencer, MA 01562. This person told me to call back on August 28, 2018 to make sure the check was sent out to the right address and gave me a new case number that she opened on that day with high priority (Case #[protected]. This person told me to call back in October, so I called on October 18, 2018. The Health connector rep told me the check was sent out and gave me a new case number #1043621 and told me to call back on Tuesday August 16, 2018. I called back on October 24, 2018 and I asked to speak with the manager or supervisor, I get on the phone with someone called Latisha and she told me that there was neither no note in the system about my calls nor information showing up in the system about my past calls. Then she told me that she will open a New Case (Case #[protected]) to make sure the money will be sent out to the right address. Confirmation number for this call is #ATY181024-254929. Latisha said it will take up to 45 days to receive it. I called back in November and they told me that I was supposed to receive the money by the beginning of December. I called back at the end of December and it's already January 31, 2019 and I have not received the money yet. It has passed more than 6 months since the Health connector withdrawn the money for my account and I have made more than 10 calls and I still have not received my money.

Can someone help me to get my money back?
I appreciate it!
Please give a call [protected]

Yanelis Bueno Bautista

1. This flawed system presented itself back when I was "shopping" for insurance. The website never worked for my account. Tech support couldn't solve the problem, so I had to listen to the list of available plans for me. I then wrote down a few I was interested in and would have to hang up to consult my doctor. When I called back they would have no record of me every calling and all the information I had been told was different. Finally I was able to select a plan over the phone and I received confirmation of my application. This had already taken forever.

2. I attempted to pay several times and just wouldn't get anywhere. I then was told their system isn't mobile friendly or compatible with most Apple products, which actually baffled me. But it seemed I was finally able to submit a payment using a PC. I thought it went through and I didn't think about this until I received an email a week after the deadline saying I had missed my payment and I wouldn't be covered.

3. I called Customer Service, who at first basically dismissed me as an irresponsible customer who had missed a payment, despite me getting to a screen saying "thank you for your payment" weeks before the deadline. She very condescendingly tried to "walk me through how to make a successful online payment" which actually failed to work again when I was on the phone with her. She then suggested all future payments should be made in person. I was not satisfied with any of her answers and finally convinced her to forward me to someone at a higher level.

4. The woman I dealt with in corporate was wonderful. She genuinely seemed to care that their system would cost me a months worth of health insurance and found that there was an issue with my account on their end. She actually said that many people were having a hard time getting their payments to be recognized and completed in their system. She very proactively seemed to solve the problem. I had to pay for January and February up front in order to get my insurance "retroed back" to a January 1st start. Luckily I was able to afford that payment all at once. The money was taken out of my account and I got an email confirmation of payment. I then received 2 phone calls confirming that my coverage was officially starting Jan. 1st.

4. I finally receive information from Tufts Health plan half way through January but I was assured by the health connector that because coverage started Jan. 1st I would be able to be reimbursed even if I didn't have information yet.

5. January 25th, I try to use my insurance to pick up medication and the pharmacy informs me that number is invalid and I don't have coverage, my doctors appointment for the next week was also automatically postponed because my insurance wasn't valid. I thought maybe I just hadn't set up an account yet or something simple that could be easily solved with a phone call to Tufts. I called Tufts and the guy informed me my insurance doesn't start until February 1st and that any issues I had needed to be taken up with the Health Connector. I call the Health Connector and the nice lady tells me I technically have coverage but that she would send over a quick note to make sure Tufts knew that I had paid and was supposed to have coverage for January. I was very confused as to how I could have paid for something and not have had access to it for an entire month. She apologized but assured me Friday at noon that Tufts should have all the information they needed by Friday evening and at the very latest Monday morning. She told me I should follow up Monday morning with Tufts just to make sure everything was good. Monday afternoon, Tufst has no record of any correspondence with the Health Connector.

6. Monday, January 28th I call the Health Connector to inform them that the information they sent to Tufts wasn't received and the lady who I was speaking with basically told me I needed to be patient and that she couldn't do anything because the case wasn't closed yet. She contradicted everything I was told on Friday. She said the people there had started working on this case Monday, not Friday when a letter was supposedly sent. Then she started pointing all blame at Tufts. She said I have coverage according to the Health Connector and that there is nothing she can do to make Tufts acknowledge me in their system. She kept saying, "you're covered" and that it was all Tufts' fault. I don't understand how I can pay $880 for January-February coverage and not have actual access to that coverage yet she still thinks that the Health Connector's job is done. She said the issue should be worked out with Tufts by Friday, February 1st. I'm appalled with the system the people of Massachusetts have to deal with.

I feel like I've had this same conversation numerous times with reassurance that when the case is closed my coverage would be available. Meanwhile, I have no access to coverage for appointments or prescriptions that I need. I feel robbed. Any other business who took money from someone to perform a service and fails to deliver basically would be considered a fraud, yet the MA Health Connector receives my money, doesn't care enough to make sure I receive the insurance, and isn't held responsible for anything, not even crediting my account for that unavailable month of insurance.

I recently put my wife on my health insurance. I called health connector to cancel our insurance. I spoke with someone on the 28th of December 2018 about the cancellation and everything was fine. The person even said they was going to refund the charge that was taken on the 24 of December 2018. Never happened, so now It is January 23, 2019 and i am being charged again for an premium i cancelled over a month ago. Not only are they charging me but my premium went up from $44 to $126 and i have to wait 45-60 days just to get a refund. Now i am waiting for 252 and don't know when i am going to get it. The person on the call had no record of the first call. It takes 2 mins to charge my card but it takes 2 months to refund it. This makes no sense

As of 10/1/18 my husband and I started our plan with Fallon. about the 2nd week of October I called to change my plan from Fallon to tufts, to start 11/1/18, I paid my husbands premium ( for Fallon) on Oct 18, in the amt of $84.00, I am told the payment is not seen although I have printed the paid/credit info from the Massachusetts Health Connector website. As of 11/1 his plan was cancelled, what was to be my plan was changed his was also. I was not told that we both needed to be on the same plan because we enrolled together, so my husband now does not have insurance. I am now told in order to have my husband's Fallon plan reinstated for 11/1 I must pay both of our premiums of $186.00, then it has to go to Fallon for approval. My husband has an apt for a very important prescription on 11/7 and is not going to be able to get this.

To whom it may concern:
My name is Ilonka M Espaillat I applied for commonwealth health connector on line in June 2018 when I switched jobs and my current employer does not offer any benefits it is a Home Care Agency of private clients. I want to be in compliance with law to have insurance plus I am a woman that has health issues including Sleep Apnea, Type 2 diabetic not insulin dependent, hypertension, hormonal disbalances including Polycistic Ovary syndrome and cyst in my kidney, Iriitable bowel syndrome, asthma, seasonal allergies, anxiety and maybe a few more like Migraine so now that I've listed my health issues in why I need to have medical insurance and have been paying and willing to pay and have not have health insurance is my question?
I was doing well with Boston Medical and the Delta dental until I saw one of my specialist and he's not a participant so they said if I switch to Tufts or another plan which I can't recall now the name the specialist could see me so I called to switch. It was around due date in July for my insurance payment the 22nd so I tried to pay the extra $10.00 the representative said it will cost extra and wasn't able to online be. I was told August 1st I will have Tufts so I was content and figure I will get billed for difference but I did get bill $72.00 I think it was for deductible that I was never told was going to be charged for so I paid it than I get a bill for $136.00 paid it than beginning of August I get another bill for $222.00 I paid it I called to see why I had not received my insurance card and why am I charged every month more and more?
I got an answer saying I only paid you Artis payments, I pay online through the portal. I was even told I will not have insurance for the month of September because they didn't get my payment so one month no insurance for my refills of medicine had to see dentist for root canal issues needed antibiotic that cost $35.00 call again to tell Heskth connectors of my hours and income to see what can be done. They lowered my plan based on question scanning if income. (Great!) I went from 40-47 hours a week to 19, 29, 31! depends. I can provide proof I am a USA citizen that has never abused the system I am honest pay my taxes, hard worker that has had 2 jobs most of my life. I am in a job that hours fluctuate because if clients die or go to hospice house I loose my hours so is not my choice but while I get another job I have called and even asked, cried on phone to have health insurance. I have borrowed money to pay my insurance was told I had a $219.00 Credit yet my insurance is in an inactive state if I don't pay $62.00 before the 23rd I can't have insurance in November so it will be 3 months without insurance had to cancel my physical with my doctor need other test for other health reasons!
What is it going to take?
Should I get so sick that I have a heart attack or have a panic attack and get billed for services with no health insurance as if I was an illegal immigrant or a criminal or something?
What do you need from me I don't have the $62.00 dollars but I will borrow it from someone but I can't even do it online tried it says I have a credit but in billing I was told until I pay the $62 I won't have insurance and if lady 23 RD than $72.00 awesome.
I'm paying for insurance that's not active and I still don't have a card or anything I called Tufts I'm not even in they're system I'm non existent to them just beautiful because Commonwealth health connector has not switched over for me to have insurance just awesome. I can't pay online, Associatecant take payment over phone I have a status of hold so I supposedly have insurance but I don't. How will you feel if that happened to you? To your mom or someone you know? I am honest I have proof and pay stub proof and it takes me nowhere!
You have the most inaducate personnel at Health connector they put you on hold for like 20 minutes than you get a different answer from each associate! Is there no notes of what is done on a call? How can so many associates have different answers and not help? Am I being disciminated because of my income or punished for switching plans? Am I not taken serious because I'm Hispanic/ Latin? Should I file with health board or let attorney General know about this and congress?
I'm an educated adult I have been to college and my present situation is not permanent trust me when I get a full time job that offers health insurance you'll be the 1st to know because I don't even want to keep stressing about Commonwealth health connector as you are all a very disorganized and discriminatory government agency!

Thank you in Advance for your attention to this matter,

Ilonka M Espaillat
10/18/1973
SS# [protected]
Cell [protected]
Address: 63 Stratham St
Lowell, MA 01852

My health coverage was dropped in March 2018 for a supposed missed payment. I have send in a proof of payment statement from my bank stating that I have faithful send a payment every month for a full year. The problem everytime I call I get a very rude employee that does not want to help me get to the bottom of this. There is something seriously wrong with the billing department and the reason I say that is because this is the second time this situation has happen to me. There is some type of fraud going on in the billing department. I will attach a copy of my bank statement stating I have never missed or send in a partial payment. Even after I was dropped my payments were still taking out of my account. If I was dropped was payments still taking out of my account. The other issue is I have a medical bill that I cant not afford to pay. When I went to seek medical attention I was under the impression I was covered and insured because payments were still taking out of my account. Please help me, I have tried and tried to call and figure this out but get a bunch of rude employees that can't be bothered. My name is Kevin Gonsalves, case # 1043348. I was hoping to get my account retro so my medical bill from August would be covered since I have been paying faithfully. I also have 463$ credit in my account .. please help

I was trying to sign in to my acount and I couldn't get in to pay my bills.
The web site consistentky asks to re type a new password to update and creates a new account witout recoginizing old account.
It also, one you are locked out "anither active account" IT does not alllows you to enter into any other account with a different account info such as: password as such

8/13/18 I called to explain that my employment situation had changed drastically and I could no longer pay $137../month. Spoke with Ms Lowanda, she gave me the information and told me to pay $135 outstanding. Coverage to start 9/1, I paid 8/31, so coverage to start 10/1, I check online, no new bill. I call 10/4 and was told by Ms. Janat that health connector made a mistake, so if I pay $51, and call afterwards, health connector would retro enroll me for 10/1. I call 10/9 and Ms. Kemyata and supervisor Ashly tell me that Janat gave me the wrong information, and once I pay $93 (new premiun) before 10/23 I will have coverage 11/1. So health connector makes a mistake and I have to pay for it. Supervisor Ashly kept repeating the policy, but could and would not make an exception, even though it was their mistake. Supervisor Ashly apologized, but could not do anything.

Worst company I have ever dealt with in my entire life. I had already made a payment, weeks early for the upcoming month, but then got a job through my employer, and went to cancel coverage after getting it through my employer, now mind you I canceled it before the billing date (23rd) and they will not refund me till the next billing date... Tell me how this is okay? Besides having to be passed around and speak to multiple people, none of which are qualified for this job, or have any customer service skills whatsoever, it is extremely frustrating and I really think they need to be revised. They are a bunch of crooks, and love screwing people over!

Since I was turning 65 in July of this year, I called in June of 2018 to terminate my coverage with the Health connector for both health and dental to end on June 30th, 2018. I was assured it would be done. Later I discovered that MA Delta Dental was informed by the HC that my dental coverage would end on September 30 instead of June 30. That part of the problem has finally been corrected after I called the Health Connector back in August. However, I am still getting a Health Insurance Bill every month, now up to $512. I have called the Health Connector Customer Service phone number at the bottom of the bill, but 3 calls and 40 minutes later, no one knows what they're doing.in fact, when they ask for my Member ID, I give them the "Member ID: [protected]" printed clearly on the bill and they tell me it's wrong, that the member ID starts with a number 1.? then I get transferred to someone else who doesn't know what they're doing, so am writing a formal complaint here. Please STOP the bills as I have no interest in continuing health coverage with the Connector (Tufts Health Plan - Direct) since I am now covered by Medicare as of July 1, 2018. The billing account number is [protected]. Coverage should have been terminated as of June 30, 2018. Again, I am NOT paying these bills.

It is very confusing and frustrating trying to navigate through the website to find important information for questions I have about my account such as "why is my insurance policy labeled as inactive when I've been making payments ?" Or " what does it mean when I can't sign in to my account because there's already an open application?" This is certainly frustrating when you have these questions and it's friday evening and you can't talk to someone on the phone until Monday morning. The website does not seem setup so the average person can easily access the information they need, or just to be able to gain access all together. The words/lingo used in the menus are like a different language to me and you find yourself having to click through everything because you don't know what menu corresponds to the action or information your trying to access.

As of 6/23/2018; I paid for my dental plan, which I am staying on the health connector with, but notated in the right hand side box on the health connector.org website that I no longer need medical insurance coverage under the health connector, and am covered under my job w/ assistance from masshealth premium assistance. I called today, 7/11/2018 due to receiving a bill to pay $88.00 for July's pymt. I have $480.76 come out of my paycheck each mth & do not understand why I am responsible to pay $44.00 for June 23, 2018 whereas my job medical insurance began to come out of my paycheck in June 2018. Had no idea that it was so serious, and extremely complicated to cancel your insurance! A lesson well learned in the healthcare industry.

Hello -

My daughter was placed on health connector without our consent and the money was withdrawn with our consent. We called to correct this error and was informed it was resolved. The reps said they saw the cancellation and we corrected the auto withdraw.

Yesterday, your company then once again took a withdrawal from my account in error. I am already waiting for one credit that you had no right to remove from my account. I called and walked thru the process to correct the amount you incorrectly withdrew again. I saw the correct amount removed on the 22nd and then 2 days later another withdrawal for the difference.

I feel there is a legal dispute for you withdrawing funds that you were never authorized to take in the first place and my next step will be to discuss this issue with my attorney.

Please contact me asap at [protected]

Jennifer L OBrien
37 Plantation Road
Plymouth MA 02360

I am on workers comp, my insurance payment was set at $2 a month. My benefits were canceled and I had zero income while I awaited a court date. My income hasn't changed and yet your insurance dept changed my income with no input from me, other than all the documentation I sent showing zero income and then charged me $46 a month with no notification. They took $90 out of my checking account which caused me to go negative and get a $30 fine. I called complained and have to wait until freaking july for my money if it gets approved? This is [censored] and I am so mad. My income hasn't changed they had no right to adjust my income without my knowledge or my premiums without notification. And then tell me I have to wait? That's my mortgage money that I scrounge to save. I'm going to talk to a lawyer if I have to and sue. Ridiculous then the representative gets it all straightened out now I don't even have to it the $2 because I qualify for straight mass health plus and I have to wait for my refund if it gets approved? I want answers today or i'll go to whomever I have to I can't wait til july

3/23/18 I called in to Connector for insurance. They said I qualified for Direct Care Connector II Silver at $9.00/month. I chose the plan and made my payment. Got a welcome letter and payment confirmation. On 4/2/18, I called hospital to make mammogram apptmnt, they said insurance not active. Called Connector back and was told that my payment was applied to an old account. The old account being the wrong insurance plan that they placed me on for February. I said why would my payment go to an old account that when I spoke with the rep Talesha on 3/23/18 she told me they were 2 separate accounts and that I should file an appeal on the February premium but in the meantime to pay the $9.00 for my new premium to continue coverage. I spoke with Chelsea this morning who was rude and offered no assistance so I called back and spoke with Bora who said that I can't get insurance until the February premium is paid. Why should I pay for February for a premium that I CANT afford and should never have been assigned in the first place?

I tried to make a payment online in January, it was only showing an inactive policy. I reapplied in November and followed all the rules. I called and asked what was the issues and made a complaint that I couldn't make a payment, I was told that my policy was still active and to try again on the 23rd of the month. Again, I couldn't make a payment, please feel free to check how many times I logged into my account. I got through to somebody at the health connector on the 13th and they were able to help me out. All they could do was put in a claim for retro coverage and apply for new coverage for March 1st. I just got notified that my retro was denied. So now I am not covered for February. There is a huge issue when switching from an old policy to a new policy. I am told there is no one else I can talk to. I always pay my bills and my bill wasn't paid for lack of trying, there was an error in the system which is out of my control. I wan this fixed, this isn't right, the fact that the bills are due the 23rd of each month and here is not even the 23rd and I'm being canceled out for supposed non payment of January when I have a bill in hand dated February 1st with a due date of Feb 23rd for $330 for billing all the way to March. Technically at this point I am only a month behind in payments and again I tried to make the payment, it would only show my non active policy and it told me not to make a payment on it because the policy is inactive.

M.D
Billing Account# [protected]

Website extremely difficult to gain access to. Either you can't make connection to the server or it keeps freezing or the processes such as trying to sign up for paperless billing are just not going through. Very frustrating to say the least. This website has been glitchy since I started using it 3 years ago and you'd think by now they've worked those bugs out but no, it remains a hit or miss on this horrible site.

I am filing a complaint with regards to a refund that I was notified of and did not receive.
In the month of July 2017-August 2017 I transitioned from Mass to Texas. During the months listed above I communicated with a
Heath connector staff who directed me towards filing for a refund. It is now !/2/17. I have not heard from the connector services and would like an update.

On November 14 I talked with a navigator and was told to submit proof of residency and income. I mailed the information to the address provided. On 11/27 I called back and was told all the information was received on 11/16 and my case was being reviewed. On 11/30 I called again for an update and was given a case number and task ID. I received a letter from MA Health Connector on 12/2, dated 11/14 that I was denied coverage since my application had been withdrawn. I called on 12/2 and was told that the letter was not correct and that my case was being worked on. I called again today, 12/5 and was told that in fact my case had been closed but that shouldn't have happened. I cannot get a clear explanation as to why this is taking so long and is do difficult. This is my second miserable experience with MA HealthConnector.