NAHU has continuously advocated for dedicated agent/broker call center support on healthcare.gov to assist with application and ongoing coverage issues that agents and brokers encounter while assisting clients with coverage through the Federally Facilitated Marketplace. These advocacy efforts to request a dedicated hotline have included federal legislation during the 113th Congress, multiple letters from members of Congress submitted during Capitol Conference in 2014 and 2015, and countless meetings with healthcare.gov CEO Kevin Counihan, Department of Health and Human Services officials across the country, and Center for Consumer Information and Insurance Oversight (CCIIO) staff.
Today, CCIIO officials announced on a call with NAHU staff that our repeated requests will be fulfilled this fall. A dedicated agent/broker healthcare.gov hotline will be available for open enrollment this November, and CCIIO is currently training hotline staff to be able to answer specific agent/broker questions and to resolve escalated issues that agents and brokers often encounter while assisting clients with healthcare.gov plans. This call center support will be committed specifically to agents and brokers, and will not serve any other type of in-person assisters. NAHU will continue to share information from CCIIO as it is released regarding the agent/broker call center support, and the specific launch date.
NAHU’s tireless efforts have yielded a victory, and we thank all of you who have assisted in advocating for this important healthcare.gov service for agents and brokers.
