It’s 8:00 AM and I need to have a critical question answered regarding my health insurance that I receive through the health connector, aka “Obamacare”, aka, The Affordable Care Act.
I dial the 1-800 number and hear a recorded message, as I expected.
Hello, thank you for calling the health connector. For English, press #1. Para espanol, marque el numero dos.
I press #1
If you are calling about applying for new coverage, press #1. If you are calling about payment issues, press #2. If you are calling regarding questions about your policy, press #3.
I press #3.
You have reached the Health Connector customer service line. Please note that all calls are recorded, for training purposes. Please know that many of the answers to most questions can be found on our website at WWW. blah blah blah
If the policy holder is over 65, press #1, if the policy holder is under 65, Press #2.
I press #2.
Please enter the zip code of the policy holder:
I enter my zip code.
Thank you, you are now being transferred to our service department.
Sound of phone ringing, new recording starts.
You have reached the customer service department. We are experiencing high call volume at this time. Please call back later.
The line goes dead.
I call again in 30 minutes.
I call every 30 minutes and finally, by 11:00 AM, I reach a real human being and begin the arduous process of trying to figure out what will happen with my policy since my income has recently changed.
I get put on hold for several minutes on several occasions as the person on the other line has to contact other people/departments to find the answer. On the plus side, she is very pleasant, somewhat knowledgeable and apologetic.
By 11:45 AM, the matter is resolved.