Reporting Outreach & Enrollment issues to NCCHCA

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Please use this form to share challenges that consumers are experiencing with the Marketplace, state Medicaid agency, or their insurance company with NCCHCA.

NCCHCA will use information collected on this form to identify issues with the Marketplace and report challenges to the federal government and others.

One example of a problem assisters can and should report is misinformation, misconduct, or generally poor experiences with Marketplace Call Center representatives.

If you've got a specific question and want Brendan or Alice to respond individually, you should send that question via email. Use this form to report challenges you’d like to share, but do not need immediate assistance with.

Please do not include any consumer personally identifiable information (PII).

Please indicate what date this problem occurred on.

YYYY

What type of problem is the consumer experiencing?

Misinformation or misconduct from Call Center

Problems verifying identity

Problems verifying citizenship or immigration status

System not recognizing PTC eligibility for immigrants below 100% FPL

Issues related to data matching

Referred to Medicaid, but is likely not eligible

Misinformation or misconduct by agent

Difficulty with insurance plan or company

Other HealthCare.gov/Marketplace glitch or error

Other:

Please describe the problem you and/or a consumer have encountered in more detail.

Provide details on what happened, who was involved, and what steps you've taken to try and resolve it. Please do not include any consumer personally identifiable information (PII).

What steps have you taken to resolve the issue?

Contacted the Marketplace Call Center.

Filed a Marketplace appeal.

Referred to legal services.

Referred to Smart NC/Department of Insurance.

Sent application ID number to In the Loop or CMS for further casework.

Other:

If you've contacted the Marketplace Call Center about this issue, what was your experience?

Indicate how the Call Center was helpful or not helpful (or if they are the source of the problem in the first place).

Does this specific case require additional problem-solving beyond being reported?

If yes, we encourage you to reach out via email or phone to Brendan or Alice.

Yes

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What is the name your organization?

This will allow us to follow up with you if we have questions.

If you contacted the Call Center and experienced a challenge or problem, please indicate the date and approximate time of the call.

This will help CMS identify and address specific Call Center issues.

YYYY

Time

If you contacted the Call Center and experienced a challenge or problem, please indicate the phone number from which you called.

This will help CMS identify and address specific Call Center issues.

What is your name?

Providing your name will allow us to follow up with you if we have questions.

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