The first problem she noticed was the insurance "card". To explain. It was suppose to be in the welcome pack and was a "paper card" affixed to the inside of the 11x8 envelope and was the "address" label. We never saw it. It took two months, 3 emails, 2 phone calls and a hand written letter before my wife got her card. In fact it was only after she told Community Health Alliance that she intended to report them to healthcare.gov that Community Health Alliance complied.
The second problem is currently still going on. As most people in America are fully aware several massive severe winter snow storms moved across the Nation from mid February to the first week of March. Also if you completed the 1st grade you are aware that February has 28 days. In 2015 February ended on Saturday. My wife got her billing statement from Community Health Alliance on Saturday February 28th, it listed a due date of Sunday March 1st, the very next day. We were not able to mail the payment until Tuesday March 3rd. We do not have Internet or smartphones due to cost so we could not make a payment online. My wife suffers from severe tremors and she has to take medication for them. On Wednesday she attempted to refill her medication, it was denied. She called Community Health Alliance twice and was given "the run around" this was confirmed by Walgreens. My wife was told both times it was due to incorrect information in her account. She had Walgreens call Community Health Alliance and they told Walgreens she was denied because her coverage was suspended due to non payment. Keep in mind she got her bill on February 28th and it was due the very next day. Because Community Health Alliance suspended her coverage she was unable to fill her prescription. She than emailed Community Health Alliance and they never answered her email. It is important to know that Community Health Alliance still recieved her tax payer tax credit payment of over $200.00. So Community Health Alliance had received the largest part of the monthly payment and when it was reported to them that the error for delayed payment was their fault they never acknowledged or responded.
As it turns out Community Health Alliance of Tennessee has very poor customer service, will not speak the truth (although a strong phrase it is attested to by Walgreens) to cover their errors and assumes the customer lies when they report payment has been sent and refuses to respond to urgent emails. They will put the lives of customers at risk even though they have recieved millions in tax payments.
I have posted this here on my blog, Twitter, Facebook (both accounts) filed a formal complaint with the BBB of Tennessee & using the same principle that "Paul" did appealed to government representatives in an attempt to avoid this happening again. I have no interest in politics or giving Republicans fire power at the Affordable Health Care Act since so many, including my wife, benefited from it. I hope to avoid this from happening again by asking Community Health Alliance of Tennessee to be fair and compassionate.
1) There is a grace period from the actual due date that allows for issues in mailing of payment. However Community Health Alliance suspends coverage during this grace period because, to quote what they said "the customer has benefits through healthcare.gov" What Community Health Alliance of Tennessee suggested by that statement is that Americans getting health coverage through the Affordable Heatlh Care Act are far less important than other Americans. This needs to change. As this case is a perfect example, Community Health Alliance of Tennessee's bill arrived on 2-28 and they expected payment on 3-1. This was impossible. Nothing except them could have changed that. Community Health Alliance should not suspend a customers benefits due to something such as this.
2) Had Community Health Alliance mailed out the bills in a more timely manner this would never had happened. Everyone knows that February has 28 days, since we got the bill on the 28th and allowing for snow delays, they may have mailed it on the 24th. If February had a normal 30 or 31 days that still only allows 6 days turn around. Because of late in the month billing it appears this is an intended practice of Community Health Alliance. It is done to either force customers into auto draft or is intended to cause repeated suspension of benefits, increasing the profits of Community Health Alliance. Either way it is an unethical business practice and puts the lives of millions of Americans at risk. Community Health Alliance can fix this problem by mailing out all bills no later than the 15th of the month. It will cost nothing to change in the computer systems and allow a more reasonable turn around mailing time.
I do not expect Community Health Alliance of Tennessee to alter any of their current billing or suspension practices since they have refused to respond to any pleas from my wife thus far.