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Big problems remain with Nevada Health Link

Updated: Tuesday, July 8 2014, 11:39 PM PDT
Big problems remain with Nevada Health Link story image
RENO, Nev. -- The deadline to sign up for health insurance coverage under Nevada Health Link has long since expired. However, big problems remain for an some Nevadans still trying to work through the system.

An estimated 3,000 Nevadans are facing billing or other problems with the exchange. Cheryl English is among those still facing problems. She said she has been trying to receive coverage since February.

"I made my credit card payment online the first time," English said. "The second time, they said they never received my payment. I had to make a check payment. Then they cashed that and then they said I needed to hurry up and make another payment or I wasn't going to be covered."

Unfortunately, despite those efforts, English said she remained without coverage. "So I made a third payment and I still couldn't get coverage. Nevada Health Link said I had coverage, but then I started calling the carrier and they couldn't find me in the system at all. They said I did not have coverage and I had to go back to Nevada Health Link."

English said it was during this time, she asked Nevada Health Link an important question. "I asked them if I went to the hospital, if they would reimburse me. The informed me, no, they don't do that."

English called Fox 11 at the end of June. "I just hope at this point someone can help me," she said.

English said the exchange was not very helpful. "I've been hung up on, I've been told to call back later, I've been told that I cannot put them on hold because I have probably put at least 150 hours into this."

Nevada Health Link Executive Director Steve Fisher said English was not alone and the vendor, Xerox, was failing to address issues in a timely manner. "Xerox does have a team of people working on these issues; however, its taking way too long to resolve them and it's really unacceptable."

Fisher said the State was not going to wait on Xerox. "So we are hiring a team of resources and we expect to have those resources on the ground in the next couple of weeks." He explained this team would work to resolve issues like the ones English is facing.

English said she received an insurance card in the mail this week. She believes she has coverage. However, she was billed beginning June 1. She said she was not covered during that time, and will now have to work to resolve this new and different issue.Big problems remain with Nevada Health Link
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