State Health Insurance Marketplace Call Centers/Websites

Call centers operated by state-based health insurance marketplaces under the Affordable Care Act (ACA) that provide assistance for individuals and/or small businesses wanting to purchase private insurance through the marketplaces for themselves or, in the case of employers, for their employees. The call centers are staffed by individuals who have been trained to help callers with application navigation (both online and paper); comparison shopping and health plan enrollment (and re-enrollment), e.g., calls to confirm enrollment start date or reinstatement of coverage for late payment; health plan issuer questions (status of enrollment or identification cards, general health plan inquiries, provider network inquiries); billing questions; case updates (income changes, insurance status changes, address changes); assistance with the self-service Web portal; SHOP support; assister support (questions from navigators, in-person assisters, agents and brokers); assistance with appeals, grievances and referrals, e.g., to navigators, in-person assisters, agents and brokers, health plan issuers, state agencies including Medicaid; and general inquiries, e.g., general education, health reform questions and inquiries from providers, state legislatures and the media.