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News : Callers Claim Hour-long Waits on Your Health Idaho
Boise Idaho, Nov 26, 2014 -- The deadline is quickly approaching for open enrollment in the Idaho health insurance exchange marketplace.
Our viewers are reporting wait times of an hour on the phone with Your Health Idaho. Some are worried these delays might keep people from all getting enrolled in time.
Insurance broker Dixie Rogers has been in the insurance industry for 17 years. Her latest endeavor? Helping her clients navigate the Idaho exchange. Rogers said she spends on average, 45 minutes to an hour on hold, waiting for a representative at a call center to help.
"A lot of times we have to talk to somebody so that they can link up their subsidy amount or their tax credit amount to their account, and they say that we have to call for that," said Rogers. "We can't go around that. But, when I call, there's nobody picking up."
"Everybody is struggling," she said. "I have clients waiting for help and I can't get through. So I'm having a lot of trouble with getting the whole process done."
We called Your Health Idaho to see what the wait was like. After waiting for about two minutes, it prompted us to leave a phone number due to the high volume of calls. They called back about 40 minutes later.
Your Health Idaho Executive Director Pat Kelly says they are aware of the long wait times, and added staff to their call center Tuesday.
"This is something we expected to happen and we were able to put those people on the calls immediately, and we saw a decrease in hold times today," said Kelly. "We are watching this and we're adjusting our call center staffing accordingly."
Kelly said it could get worse closer to the deadline.
"December 15 is a really important date for renewal," he said. "That's the date that they need to select a plan for coverage effective on January 1. So we're adjusting our schedules as needed around the key dates."
If you call their 800 number and leave a callback number, Kelly said you will get a call back that day. However, they can only give you one call back, so keep your phone handy.
Posted by Veronica Silva Cusi, news correspondent
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Published: Friday, November 28, 2014