Nine months after Americans began
signing up for health insurance
under the Affordable Care Act, a challenging new phase is emerging as
confused enrollees clamor for help in understanding their coverage.
Nonprofit organizations across the country are being swamped by
consumers with questions. Many are low-income, have never had insurance
and have little knowledge of the health-care system. The rampant
confusion poses a potential hurdle for the success of the health law: If
many Americans don’t understand how health insurance works, that could
hurt their ability to use their benefits — or to keep their coverage
altogether.
Community organizations are scrambling to keep up with the
larger-than-anticipated demand, but they are stretched thin. A federal
program to help consumers has also run out of money.
“We are hearing this in probably every state
that we work in,” said Christine Barber, a senior policy analyst with
Community Catalyst, a Boston-based advocacy organization that works
with community groups in more than 40 states. “ ‘Okay, I have my card.
What do I do now?’ ”
Health insurance, with its jargon and complicated fee structure, has
long been confusing for many consumers, but experts say the
literacy gap
poses an especially big problem now. Before the opening of the
marketplaces, people buying coverage on their own tended to be
individuals with higher incomes and more familiarity with how insurance
works.
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Beyond that, continuing
technical problems with the federal health insurance exchange and
state exchanges
mean some enrollees still have not gotten insurance cards or are not
getting billed properly. That adds to the workload of nonprofits and
insurers.
“So what you’ve got is an insurance industry that did not do a good
job in gearing up for a population that has never had health insurance
before, an Obama administration that did a horrible job on the back end,
resulting in a flood of calls to insurer call centers, and a population
that is low-income and is not health-insurance literate. Put those
things in a bag and you’ve got a problem,” said Robert Laszewski, a
health industry consultant who has been critical of the Affordable Care
Act.
Tasha Bradley, a spokeswoman for the Department of Health and Human
Services said, “We are focused on continuing the work we began during
open enrollment of educating consumers about their new health insurance
coverage.”
At a Silver Spring health clinic, Rebecca Wener spends most of her
time helping clients figure out their new plans. Julio Herrera, 63, a
construction worker, bought what he thought would be the most affordable
plan when he enrolled through Maryland’s new insurance exchange this
spring.
But he does not understand why he is getting charged for hospital
bills when he already pays the insurance company every month. And he did
not grasp this thing — a deductible — that was $4,000.
“If there is one concept that people don’t understand, it’s the
deductible,” said Wener, a specially trained enrollment worker at
Community Clinic,
a nonprofit group that helps low-income Maryland residents.
“That’s
been a really huge thing. And the very cheapest plans have very big
deductibles.” (The deductible is the amount consumers must pay in
medical costs every year before insurance kicks in.)
Organizations that helped people sign up for insurance are being
swamped by consumers returning for help. It’s “the boomerang effect,”
said Karen Pollitz, a senior fellow at the Kaiser Family Foundation.
Confused consumers who cannot find help elsewhere return to the people
and places they trust, she said.
The foundation surveyed an estimated
4,400 such consumer assistance programs
shortly after sign-ups ended in the spring. Ninety percent of those
programs had been recontacted by consumers and 44 percent had seen
people who did not understand how to use insurance,
according to a foundation report released Tuesday.
Demand for help from consumers has been so overwhelming at the
Pennsylvania Health Access Network, a statewide coalition working to
expand insurance coverage, is launching special seminars for consumers
later this summer, said Antoinette Kraus, the coalition’s director.
Language and cultural barriers are adding to the confusion. Many
clients also struggle to read and write in their native language,
predominantly Spanish, making for a steeper learning curve, said
Elizabeth Colvin, director of Insure Central Texas, an Austin-based
nonprofit working on enrollment. The majority of the 5,647 residents the
group enrolled had never had insurance before, she said.
And health insurance is not an intuitive concept.
Until this year, Dibekulu Dagne, an Arlington, Va., cab driver from
Ethiopia, and his family got virtually free medical care at the
Arlington Free Clinic.
But under the health-care law, they were eligible to receive federal
subsides to help pay for private insurance. He enrolled his wife, his
daughter and himself in a plan with a monthly premium of nearly $900.
His cost, with the federal subsidy, is $261 a month.
But he said he does not understand why he has to pay premiums when he
is on vacation. Or why his wife, a home caregiver, had to pay when she
went for her first doctor visit, referring to the co-payment required
for most physician services. “Why?” he said. “My wife went to the doctor
for a checkup. She had to pay. She’s not happy about the payment.”
And it is not only immigrants who are having trouble.
Other people often do not understand why they have to pay monthly for
a service they may not use and then have to pay more when they use it.
It is also hard for them to grasp the more abstract value of having
insurance if they become seriously ill or have a major accident.
Focus groups with residents in Montgomery and Prince George’s
counties who signed up for coverage under the law found widespread
confusion, regardless of education or income, according to Sharon
Zalewski, vice president of the
Primary Care Coalition of Montgomery County,
which is monitoring the enrollment effort in those counties, home to
the highest numbers of Maryland’s uninsured. Among them are people
navigating on their own after losing employer-covered insurance.
In some instances, people have put off going to see the doctor
“because they think they have to pay their full deductible up front and
they don’t have it,” said Kathy May, director of
Virginia Consumer Voices for Healthcare, a consumer health-care coalition.
Linda Cole, a restaurant cook in Shirlington, Va., has been confused
about her plan since she signed up in January. She has not been able to
find a primary-care doctor; she sent a note with her premium payment
asking her insurer “if I could get a booklet sent to my house.” She did
not hear back. She returned for help to the Arlington Free Clinic, where
she used to be a client.
Government agencies, universities and consumer groups have efforts
underway across the country to help people understand health insurance
terms, what their plans cover and how to use them. The University of
Maryland is developing a curriculum on teaching health insurance
literacy.
The online health insurance exchanges also have
explainers
and videos, as do the Web sites of insurance companies. Some have
produced Web seminars, and many plans have new-member kits, said Susan
Pisano, a spokeswoman for America’s Health Insurance Plans, a trade
organization. Many services are offered in multiple languages, and
interpreters are available.
CareFirst BlueCross BlueShield,
the dominant carrier
in the D.C. region, anticipated that many people seeking individual
coverage would be new to or have limited experience with insurance. In
addition to printed materials with simple definitions and explanations,
the company has developed a “quick guide” about coverage that it will
distribute to all individual members in the next two months.
But ongoing technology problems related to exchange enrollment “have
presented many issues and created confusion,” said CareFirst spokesman
Michael Sullivan. Consumers have described hours-long wait times with
CareFirst’s customer-service staff.
Even though CareFirst more than doubled its call-center staff to 360
in 2014, Sullivan said, “it remains a challenge to manage call volume as
quickly and efficiently as we would like.”
In the meantime, community organizations are scrambling to produce
materials for consumers. Virginia Consumer Voices for Healthcare put
together a primer of basic terms in
English and
Spanish and is funding another nonprofit,
Northern Virginia Family Service, to hold training sessions to teach people about insurance.
“Many of our clients are reading at a fifth-grade level, even in
their own language, so it has to be pictorial or animated,” said Ken
Sharma, who is overseeing NVFS’s work on the health-care law.
The Arlington Free Clinic fielded so many inquiries from former
clients that clinical administration director Jody Kelly asked staffers
to follow up with each of about 100 former patients to confirm they got
insurance. Some patients showed up at the clinic with their new
insurance cards to get their questions answered. Clinic staff members
made telephone calls for them, explained how insurance works and showed
them what the different phone numbers meant on their cards. The clinic
also arranged for an enrollment counselor to come to the clinic as
necessary, specifically to help these consumers.
Wener, of Community Clinic in Maryland, often draws charts and
diagrams on her notepad to explain terms to her clients. Regardless of
how many times they go to the doctor, she tells them, they need to pay
the monthly premium. To explain what a hypothetical $1,000 deductible
means, she draws a line into two segments. Anything up to the $1,000
mark means clients have to pay in full before health insurance begins to
pay.
That means a hospital charge for $500 and a doctor’s bill for $100
will come out of their pocket. “That’s when their faces are usually
looking at me in horror,” she said.
She told Herrera he could ask the hospital for a discount on his
bills. She also said he could shop for a new plan in the fall and make
sure to ask about the deductible.
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