“We’ve had some situations where the records don’t track, or we’ve seen duplicates,” Earley says. “We’ve had situations where we’ll get a record to show that someone cancelled coverage, when we’ve never had a record to show they enrolled in the first place.”
Earley says his firm has been dealing with the problems by calling up state and federal officials and correcting the mistakes. The exact cause of the problems is unclear. The Obama administration has been slowly making fixes and officials say they’re making progress, but Laszewski says the fixes are not fast enough.
“The error rates have been falling,” he says. “HealthCare.gov has been making progress, but we’re not to the point yet where people can trust that high-volume enrollment can occur and we won’t have serious customer service problems.”