November 29, 2013

Health care website navigators report increased success in Maine

With a deadline looming this weekend, federal officials are cautious to avoid inflating expectations.

By Kevin Miller
Staff Writer

WASHINGTON — Groups working to help Mainers navigate the Affordable Care Act are reporting steady improvements on the problem-plagued federal website, but said glitches and error messages still occasionally slow the sign-up process.

That mixed bag is the reality that the Obama administration faces this week as it rushes to meet a self-imposed Saturday deadline for ensuring that the vast majority of site visitors will have success using

But federal officials are also treading carefully to avoid inflating expectations, in part out of fear that a flood of users on Dec. 1 could crash the site and create more political headaches surounding the Affordable Care Act.

“November 30th does not represent a relaunch of,” Julie Bataille, spokeswoman for the Centers for Medicare and Medicaid Services, said Wednesday. “It is not a magical date,” and the agency will continue to make improvements “in December and beyond,” Bataille said.

Just 271 Maine residents successfully signed up for health insurance through the online marketplace between Oct. 1 and Nov. 2. Nationwide, 106,185 people selected health insurance plans during the first 33 days, well shy of the 500,000 that administration officials had projected would enroll at first. The majority of those signed up through state-run websites, however, not the federally run website used by residents of Maine and 35 other states.

The Obama administration is only disclosing enrollment figures in monthly batches, with the November numbers expected to be released early next month.

Organizations that help Maine residents sign up for insurance report healthy interest in the program. Crucially, group representatives said they are also having more success signing up interested individuals now that the website is working better.

“In the past couple of weeks, I have seen a significant improvement,” said Jake Grindle, health services navigator at Western Maine Community Action, the agency that received federal funding to inform Mainers and help them sign up for coverage.

Although many sign-ups for new accounts “have been going through without a hitch,” Grindle said some applicants still encounter error messages or get stuck in a “loop” that prevents them from completing an application.

But some of the most problematic applications are among individuals who tried to purchase insurance during the website’s turbulent early days. In such cases, Grindle said he often creates a whole new account for the person.

“And those seem to be going through fine,” he said.

Libby Cummings, who helps people sign up for coverage through her position at Portland Community Health Center, said she’s had nearly 100 percent success recently when handling applications for individuals seeking insurance. Applications involving larger families or some immigrants are more likely to encounter hiccups along the way, Cummings said.

“It is not perfect at this point, but it is certainly working much better than it was several weeks ago,” she said. She still gives a disclaimer at the outset that the enrollment process takes time and sometimes hits technical roadblocks.

“Interest is extremely high,” she said. “Everyone who is coming in is still persevering and looking to get into a plan.”

Individuals have until Dec. 23 to sign up for coverage if they want their policy to take effect Jan. 1. Open enrollment through the marketplace “exchanges” will continue through March 31, 2014, after which uninsured individuals could face a $95 penalty during the first year.

Some have called on the Obama administration to delay that “individual mandate” because of the problems with, just as the administration delayed by one year the requirement that businesses with 50 or more employees offer health insurance or pay a penalty.

What happens with the site this weekend and next week will likely dictate whether those cries for additional delays increase or fade.

(Continued on page 2)

Were you interviewed for this story? If so, please fill out our accuracy form

Send question/comment to the editors

Further Discussion

Here at we value our readers and are committed to growing our community by encouraging you to add to the discussion. To ensure conscientious dialogue we have implemented a strict no-bullying policy. To participate, you must follow our Terms of Use.

Questions about the article? Add them below and we’ll try to answer them or do a follow-up post as soon as we can. Technical problems? Email them to us with an exact description of the problem. Make sure to include:
  • Type of computer or mobile device your are using
  • Exact operating system and browser you are viewing the site on (TIP: You can easily determine your operating system here.)