We Werent Able to Upload Your Document at This Time. Please Try Again Later. Healthcare
ID Verification Lagging on Wellness Care Website
WASHINGTON — Only days before the Obama administration's self-imposed borderline to fix the troubled federal health insurance website, officials said Monday that they were aware of another problem that has prevented thousands of people who were unable to verify their identity from shopping for health plans.
Many users of the website have had their applications cast into limbo after they uploaded copies of documents like driver's licenses, Social Security cards and voter registration cards, or sent them to the part of the federal insurance market in London, Ky.
Administration officials said the authorities had established strict procedures to verify that people applying for insurance were who they said they were, in order to foreclose fraud and identity theft. Merely a breakdown in the process instead is causing concern among some consumers about the handling of their personal information.
"I am in no man's state," said Roger N. Hampton of Boca Raton, Fla., who filed an awarding early on last month. "I have been waiting patiently for my ID verification to come up through, which has not occurred thus far. So I can't see what plans are available."
When he tried to file his awarding online, Mr. Hampton received a message that said: "Your identity wasn't verified. You won't be able to submit your application for health coverage until your identity is verified. Submit documents that prove your identity. In one case yous upload your documents, they'll be reviewed. The results of your identity verification will be emailed to you."
Mr. Hampton hit a button that said, "Upload documents" and attached copies of his Social Security bill of fare and driver's license. He said he had heard nix back.
John W. Filbin of New London, N.H., reported a like experience. "I accept been stuck in identity proofing since early on Oct," he said Monday.
On Friday, the Obama administration announced that information technology would requite people eight more days, until Dec. 23, to sign up for coverage that takes effect on Jan. 1
Just Mr. Filbin said: "We don't need extra time. We've been ready since October. i. I accept emailed and hard mailed my commuter's license. Nosotros've made our way through the slow and troubled website. Is in that location going to be a fix for us?"
People who cannot establish their identity by answering certain questions at HealthCare.gov are instructed to call the help desk at Experian, a credit reporting agency, for "ID proofing."
Client service representatives for the federal marketplace and for Experian said they had received calls from many people who were unable to verify their identity, and internal government documents show that lower-level federal employees accept known of a problem for weeks.
Joanne Peters, a spokeswoman for the Department of Health and Homo Services, said that ninety percent of consumers were able to create accounts and complete "identity proofing" online.
"However," she said, "some consumers whose information does non match records, such as when an alternate proper noun is used or their accost does not match, may be referred to a call center" for identification verification, and in complicated cases they may experience "a wait time before receiving a determination."
Mr. Filbin said he had chosen Experian, but got no help because he did not accept a "reference number." Experian sent him back to HealthCare.gov, which has repeatedly indicated that his identity verification is "in process."
Jo Ann Fields of Felton, Del., appears to be lost in the same labyrinth. "I mailed a copy of my voter registration card on October. 24, and I have not heard annihilation dorsum," Ms. Fields said. "I uploaded the voter registration bill of fare, and they said I would get an e-mail response. I have had no response. I called the wellness insurance marketplace — 800-318-2596 — and they say to give it more time. My application is stuck in ID verification."
Consumers said they worried that their identification papers were falling into a black hole. Ms. Fields said she imagined "a pocketbook of mail sitting on somebody'southward desk-bound in London, Ky., with my voter registration carte in information technology." Insurance agents and brokers who want to assist people enroll in the federal marketplace also need to go through "identity proofing," and they say they, too, have experienced difficulties.
Mr. Filbin said the experience was particularly annoying because "I am in favor of the Affordable Intendance Human activity," and he added: "I was an Obama supporter. I call back I all the same am, but a little less positive."
Experian is based in Dublin. Two spokesmen for the company, Gerry Tschopp and Michael Troncale, said they could non hash out Experian's piece of work for the federal insurance program because of restrictions in its contract with the government.
The federal website says identity verification is needed to protect consumers' personal information.
Consumers are asked questions that, co-ordinate to the government, only they can answer. The questions are based on data in their credit reports — fifty-fifty though federal officials expect to receive many applications from young people and low-income people with lilliputian credit history.
The administration said that the website had some other "unscheduled outage" on Monday, for virtually an 60 minutes. Withal, administration officials said they were on rails to come across their commitment that HealthCare.gov would "work smoothly for the vast majority of users" by Saturday.
Source: https://www.nytimes.com/2013/11/26/us/id-verification-lagging-on-health-care-website.html
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