Understanding the Consumer Enrollment Experience in Federally Facilitated Marketplaces

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Understanding the Consumer Enrollment Experience in Federally Facilitated Marketplaces

Robert Wood Johnson Foundation | May 15, 2016Exchanges, Implementation

Corlette, Ahn, and Ellison

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Research shows an array of questions shared by in-person assisters, local navigators and certified application counselors to the Assister Help Resource Center (AHRC) from November 2015–January 2016. AHRC fielded nearly 1,400 calls during this period pertaining to complex health insurance application filings; eligibility determinations; and enrollment scenarios.The topics of the calls AHRC fielded were:

40% eligibility for financial assistance,
15% how to project income,
11% account creation issues, and
6% changes in circumstances.

The researchers say that the questions paint a picture of complex eligibility and enrollment processes, and could lend valuable insight in preparation for the fall open enrollment period, beginning November 1.

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Corlette, Ahn, and Ellison

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