Massachusetts Health Connector

In hindsight, I would have gladly paid $ 500+ a month for an individual health plan outside of the Health Connector to avoid months of frustration and dead ends. If you are not someone who is proactive and has the patience of a saint, avoid HC at all costs! Customer service is abysmal, and if you do happen to talk to someone helpful in the system (i.e. a woman named Trittany) — you are unable to reconnect with them down the line. Employees do not take accountability for mistakes and forget it if you ask to speak to a supervisor or manager — it won’t happen.

I’m not one to take the time to write a review unless I feel strongly about something.
Unfortunately this is something I feel strongly about to the point of disgust at how things had been handled.
I pay all my bills on time and when my health insurance bill came in the mail for re-​enrollment, I made sure to pay it. Now wasn’t it a surprise when I went to the pharmacy the first week of January and they inform me that my coverage had been terminated. Of course, I am completely thrown off. How in the world can my insurance coverage be terminated if I payed it? So the pharmacy gives me a number and I call the number and they tell me the same thing the pharmacy had just said, coverage terminated. I then call the carrier and they tell me yet again that my insurance had been terminated. I finally call Health Connector and they tell me that they received my payment and all is well. This is where I start getting confused because in my mind if all is well, then why is my insurance carrier telling me that my insurance is terminated.
Long story short and many phone calls later I find out that whoever had the job to send over confirmation of my payment from Health Connector to my insurance carrier NEVER DID IT. One of the attendants pretty much told me and I quote «They didn’t do their job.» I payed my insurance beginning of December and it gets terminated because someone didn’t do their job. How nice.
Now to make matters worse the only way for Health Connector to confirm I have made payment to my insurance carrier is via mail… USPS mail, not e-​mail not fax or any other faster method of relaying information. At this point I have to pay for my medicine out of pocket and have to wait 4 – 5 business days for my insurance carrier to receive the documentation from Health Connector so that everything can be fixed.
2 weeks later to my discover the issue has still not been resolved. I proceeded to call Health Connector to figure out why the issue hadn’t been resolved. This is when I find out that whoever was supposed to mail out my paperwork to my insurance carrier to confirm I have insurance accidentally closed the status of the task and the task was never completed. So I still had no health insurance.
I try to be as understanding and patient as possible but there comes a point where situations like these are just not acceptable. Imagine the individual who needs medication and can’t pay out of pocket, who needs to go to a very important doctors appointment and can’t because for some reason they are being told they have no coverage.
I spoke to an agent today who assisted me and was going to resend my paperwork but I was not okay with waiting another 4 – 5 days in hopes that my paperwork was actually going to be sent to my insurance carrier like it should have in the first place. I then spoke to a supervisor who was very helpful, is expediting the situation so things get sent over to the insurance carrier ASAP and who offered to call me in 3 days to make sure everything has been resolved. She even offered to call the insurance carrier with me.
All it takes is one bad situation to make a company feel like the worst company in the world.
None of this should have happened in the first place. I understand mistakes happen but it is still a frustrating handful of mistakes.
I will see if things get resolved on Monday and will update this review. For now I rate the company 1 star. If all gets resolved on Monday I would probably change it to 2 ½ stars.

Worst place ever!!! If you have not dealt with these people save yourself the stress and don’t do it! They take your money when they shouldn’t after you cancel your policy then tell you that you have to wait 90 days to be refunded. I have contacted the BBB, the Attorney General’s office as well as a Lawyer to get my money back. I hope they feel great about taking the last of someone’s money who just had major surgery and lost their job due to the surgery, so I am unable to pay for my medications that I need as well as Doctors appointments. They left my bank account negative so my bank ended up closing my account because they took the last of my money. I have also never dealt with such rude people with no customer service skills. Unbelievable. If I could give them negative stars they would have gotten –5.

Just in 2015, just the MAJOR issues:
1. Lost *several* payments in early 2015. Carrier says they never got paid, despite the fact that I’d been paying MAHC for months. «Well they never paid us» — BCBS. Of course it took hours of my time on the phone to sort out their screw-​up, which they had no explanation for.
2. Lost payment & caused my coverage to lapse at the end of the year. Found out when I went to the pharmacy and they told me I had no drug coverage. ??? but I’ve been paying! ?? Turns out they screwed up *ALL* Blue Cross self-​pay premiums in December 2015, applying the payments to 2016 coverage & causing everyone to be considered delinquent by their carriers.
3. Here’s the worst one: We had a baby at the end of 2015, called & they said we had 60 days to add her to our plan (took us a few weeks to decide on a name but that’s our choice, we had 60 days). Call BCBS in January to get retro-​coverage back to birth date, they say «looks good just get MAHC to send us the info.» Call MAHC, they REFUSE TO COOPERATE with Blue Cross’s request. They tell me they have a «policy» that prevents them from extending coverage back to 2015. I asked if this is true even if the baby were born on December 29. Their answer: «Yes.»
Turns out this was all untrue, just lies the Customer Support Rep made up to try to get me off the phone & DENY MY NEWBORN BABY COVERAGE. She said they had a «policy» against it, in fact, the issue was that the computer wouldn’t let her select «2015» for «year.» Instead of telling me this, she lied and made up a policy, refusing to tell me where the policy was written or where I could read it. I only found out about the computer issue by pressing her relentlessly; I was on the phone for over an hour. She tells me to go jump in a lake, basically.
Epilogue: I complain publicly about it on twitter. They ask me to «message them privately» i.e. «stop criticizing us publicly! Let’s get this back into a private channel where we can continue to stonewall you and waste your time.» I refuse to do this & go on complaining loudly and publicly about them lying to me and refusing me coverage…
…within a couple hours, I get a call from «Urgent Services» who gives me a case # and direct phone number to call them «if I have any questions,» guy says they are contacting BCBS to get us coverage «right away» and that we ARE within the 60 days allowed.
Well what do you know! Expose their mistreatment of and lying to customers publicly, and all of the sudden your case is escalated to Urgent Services & they change their mind about not being able to do anything about it.
Moral of the story: If they try to screw you (and they will), complain loudly and publicly (ideally on twitter or facebook) and whatever you do, do NOT take the conversation back to «a private channel.» They ask to do this just to get you to stop calling them out publicly. If you’ve already talked to them on the phone, you have ALREADY spoken to them privately; don’t let them silence you when you complain publicly.

I finally left Ma Health Connector for 2016, purchasing my own health insurance directly rather than enduring the endless hassles this agency creates in getting and keeping oneself insured. Their CSRs seem ill trained and completely unmotivated to fix any issues they are presented with. I asked my local state senator’s office to help, and they could not fix the problems of a payment HC failed to apply to my account, among other problems.
Private insurance is costing me more, but anything is better than another year of dealing with the Health Dis-​Connector.

Where do I begin?
Should I start with how the website often crashes?
Should I start with the inability to make a payment?
Seriously, our tax $$$ paid MILLION$ for this website and it does NOT even work!
Once I got past the crashing website I was asked for some information to be «identified» I tried and surprise, it could not identify me… So I had to have someone else take my license to work (I have no way to photocopy it where I work). This person made a copy and brought it back to me. The next day I had to MAIL a copy to them (not email even though it is 2015… only a few days from 2016!)
Next I waited… and waited… and waited… until I could finally log onto their site to choose healthcare.
SO I found a plan eventually… an overpriced one at that (but I won’t let my political views on Obama/​Romney Care get into this discussion).
Once I found a plan I was informed that I had to pay by December 23^rd… keep in mind I signed up on the 20^th. So I tried, and I got this message:
«We were not able to find an account using the information you gave us. Possible reasons might be:
You are making a first-​time payment within 4 hours of enrollment. You should wait at least 4 hours before making your first payment.»
So I waited… a full 24 HOURS and guess what… it still didn’t work.
So I called up their customer service. They found my account online, but said the payment part of the account had yet to be set-​up. They basically told me «goodluck try again in 48 hours and see if that works. By the way its Monday and if you don’t pay by Wednesday you won’t have healthcare. Therefore you can drive to our office in Boston or Worcester and pay in person»
WHAT THE F*CK! Pay in person?! Once again, it is the YEAR 2015!!! And you are suggesting to me to drive into Boston, to take a day off of work (guess what, most of us actually work for a living and don’t just have time to take the day off), to make a payment by your ridiculous deadline because YOUR website does not work?
Rant over…
Buyer beware…
PS I tried calling Charlier Baker, I left a message but he did not return my call. Here is his phone number if others would like to do the same: 617.725.4005

If there was ever a superfluous review, it has to be this one. We all know the Health Connector is a vomitous abomination. You don’t need me to tell you that. I just really want to join the hate party that’s going on here.
It’s beyond embarrassing that Massachusetts was the shining model for universal health care in this country and yet our transition to ObamaCare was a giant flop. I still don’t understand how it happened because ObamaCare is nearly identical to RomneyCare. We were put to shame by the remaining 49 states that actually had to build their own systems from scratch!
The conspiracy theorist in me swears it was purposely botched to further perpetuate the myth that ObamaCare is evil. How else could they possibly fuck up a previously successful system? RomneyCare had an antiquated website and you could only apply via paper application, but it worked. That’s all that mattered.
If you need to use the Health Connector to get insured, you’ll soon learn the warm, tingly sensation of dehumanization. And truth be told, my experience with them was mild compared to some. If I were one of those people who repeatedly paid for a nonexistent plan, I’d have been heaving bricks through the windows of their Portland Street location.

I promise you Massachusetts health connector is the worst of all; I made a payment for my health insurance and next thing you know they Un-​enrolled. I have called health connector 6 times and I promise you all those time I’ve been yelled at and offended.
This people have no customer services skill at all and won’t do anything out of their way to help you; don’t waste your time with those people get your own personal insurance which is going to guarantee you all the help you need

These guys are bums. Tried to double-​charge me for one month because they somehow didn’t account for my last month’s bill. Also signing up in the first place was a hassle. They didn’t accept my paperwork the first time.

Like others who have dealt with this farce, my experience was bloody AWFUL! Really, I can find no redeeming quality. My saga started at 9:00 AM when I waited on hold for a good 30 minutes «due to unusually high call volume»…at 9:00 AM?
When an unhelpful rep. finally (the first of 6) answered, I learned that the line had connected on its own to MA Health! What? After 30 minutes of waiting on hold. The Rep. said that someone else had the same experience but there was nothing that she could do to expedite my speaking to a live person so I was on hold for another 20 minutes.
I recently had surgery which was covered by a severance package & needed a plan that covered the post operative appts. w/​the same doctor who performed my surgery. I did the application on the phone. I was «eligible» & told that I could browse the plans online and check that my Dr. was in-​network. I hung up with Rep. #2 and signed in only to see that I was listed as «ineligible.» WTF?
There is too much to write but suffice it to say that I got NOTHING but frustration and amazement at the ignorance of the Reps. and the profound dysfunction of MA Health Connector. I got off of the phone at 2:30 PM with no resolution.
The new CEO needs to do his job and address this joke of an organization; its dysfunction, appalling customer service, incomplete information, etc. No one should spend 5 hours speaking to Reps. and Supervisors at a company and remain with an unresolved issue… especially one that is pretty simple.

Total joke. Tools for selection are not helpful enough for even a sophisticated consumer. You’ll end up selecting a plan nearly blindly, and potentially one that doesn’t cover any of your current doctors. Oh and by the way, when you get on one of the shitty plans created for the connector, you won’t even be able to schedule an appointment (or the wait will be so long that everyone will tell you to simply go to the ER)

I didn’t bother reading everyone’s reviews because at the end of the day this is the place I needed to get things done. I came at 9:30 on a Thursday morning (before open enrollment) and there was surprisingly no line! The girls in the office were very casual which is unusual for a public service office, in my experience. All three of them were no funny business but fun to talk chat with and they gave me all the information I needed! All and all good experience. I recommend going before open enrollment and approaching them with a positive attitude. I’m sure they deal with a lot of frustrated people with negative approached that may make them come off as harsh. Live by the golden rule!

Not that writing this review will make one damn bit of difference. …I’ll consider it cathartic.
After reading other people’s horrible experiences I realize I am by far not the worse, however this is a pattern of ineptitude, insensitivity, and unaccountability. If you are having a problem with the Health Connector, or caused by the Health Connector, realize it is and always will be YOUR problem. Realize that no one there cares, no one will listen to your saga, no one will go out of their way to rectify the wrongs or to properly guide you towards a solution. Realize that it may be impossible to hold down a full time job and still have time to stay on hold waiting to speak to someone who will only give you the wrong information, not listen to your problem, and not try in any way to help you.
I have been told by the connector that funds could and would be transferred from a mass health account to the health connector account if I faxed a bank statement and proof of mass health payment to the connector. I was also informed at this time that notes were being made that my payment was paid on time but credited to the wrong account. None of this was true.
Months later I am fighting to get refunded from mass health, who claim I DO NOT have ins thru the health connector, even tho I have and have used recently my NHP ins which I pay for every month. Months later I have to keep calling the health connector asking them why I was told to fax very personal information over proving I paid a bill, when this payment has never been recorded, and the funds can not be transferred between departments. I have make a double payment to the health connector, plus an inadvertent payment to masshealth and am out $ 960 this month alone and have restrictions placed on my health ins and am unable to fill prescriptions.
No one is accountable, even after I explained, repetitively, that NO payments would have been late had I received the proper information upon my first phone call to the health connector. No apologies or explainations are forthcoming even though my personal and private information is floating around there somewhere and i have opened myself up to potential identity theft.
This organization, (pfffft), needs to disbanded and privatized for the sanctity of the Commonwealths well being. They should be ashamed of themselves!

Horrible Horrible service! ANYTIME I CALL MORNING, NOON or NIGHT im sitting on hold for atleast 20 minutes if not more listening to a bunch of dumb ass automated messages that have ABSOLUTLEY NOTHING TO DO WITH WHY I CALLED. Im actually writing this review now as i sit on hold, its been 17 minutes & i have not spoken to one single human being yet. The wait is so long annoying it almost makes you consider paying full price for insurance else where. #DeathToAutomatedSystems #WeAreNotRobots

I bought various plans through the health connector both before and after Obamacare went into effect. My employer refused to provide health insurance, so I had to buy it here in order to a) have insurance and b) not be fined for lack of insurance.
Signing up was a breeze and I was able to compare plans to pick the one that suited me best. The first year I set up autopay out of my checking account. I did run into a snafu when I switched from NHP to BMC (big mistake for many reasons!), and they were not able to let me do direct debit payments anymore. So I had to send in a check every month after that. It was inconvenient but nowhere near as bad as other complaints here.
I paid full price for my insurance (my income was too high to qualify for subsidies), and I feel that may be why I found the whole experience user friendly. My needs were very straightforward, and I actually never had to call customer service (aside from trying to set up autopay my second year-​that was via email and I did not follow up once I was told I had to mail in checks).
Good luck everyone, I hope they improve their services for all these other people.

The MA Health Connector is an administrative abomination. If ANYTHING goes awry in your application process, or anything is slightly out of the norm, you’re in for a ride. Here’s the gist of what’s wrong with this organization:
— The Health Connector routes its calls to call centers all over the country, meaning trying to talk to the same person about your case is like playing Russian roulette without bullets in a padded room because you’re not allowed to even shoot yourself in the face. CSRs at the Connector do indeed have ID numbers assigned to them, but good luck trying to find someone you talked to in the past. They refuse to transfer calls, they won’t do conference calls, and they can’t provide confirmation numbers for anything they do. In short: it is impossible to hold a CSR accountable for anything they promise over the phone.
–The Health Connector’s staff are, on the average, jaded and lacking in compassion. Actually, they remind me a lot of Donald Trump: they eschew facts for bald-​faced lies about the organization’s policies whenever dealing with the truth becomes inconvenient. I don’t blame these CSRs entirely: I once worked as dispatcher at AAA, so I know what it’s like to do thankless work and get irate calls all day. However, if I screwed up as many cases as the Health Connector’s crew has screwed up in my tenure at AAA, at least AAA would have the good sense to fire me. Here on Unilocal I see the names of CSRs who are still working there, even after having also screwed up my account months and months later. The Health Connector is so poorly managed that it handcuffs its staff through lack of training, technology, and escalation, and we the people get to deal with the fallout.
— The Health Connector tracks status information by entering things into a spreadsheet that gets passed along for processing in order of the entry of rows of instruction. Let me repeat: this is done in a spreadsheet. By hand. I learned this from a supervisor after a great deal of painstaking interrogation. Meaning that at no time can any CSR actually know the status of your account. It is like «the stack» in Magic the Gathering, except you are a blind person and your opponent is a doorknob. Let me further illustrate the insanity of tracking the status of a case in a spreadsheet that you pass back and forth between departments: If one line of the spreadsheet instructs, «Invade Poland,» and 670 lines of Greek poetry follow before a contradictory instruction to «Not Invade Poland,» Poland will be burned to the ground before anyone realizes. This is the single most ridiculous flaw in the Health Connector’s entire system, and it’s a miracle that they haven’t killed thousands of people already by preventing them from getting affordable access to medical services.
— The «Billing Department» is a shadow organization within the Health Connector, more secretive and inaccessible than I daresay the Syndicate in the X-​Files. Proclamations will come from the Billing Department in one of two ways: mysterious, inexplicably wrong balances sent by mail and usually out of date by a few weeks, or oracular pronouncements enunciated by the lips of mere mortal CSRs who can do nothing else except obey.
— No matter how many times you call into the center, you will always have to reiterate your name, phone number, address, email, and social security number to begin discussing your problem. A mild annoyance, perhaps, until your 25^th time doing so.
— The complex, branching voice menu system that deposits you into Connector’s Sisyphean den of torments is useless and will only ever lead you astray or keep you on hold for 20 to 40 minutes. Always, always choose the option that’s phrased as «I have questions about my premium bill.» Because this involves money, it will get you a CSR almost immediately. All the CSRs solve all the same problems, so it makes no difference who you speak to.
— The distinction between «supervisor» and «CSR» is a slim one at best: supervisors are slightly more knowledgeable than their counterparts. The moment a CSR becomes combatative or demonstrates his/​her ineptitude, it is advisable to demand a supervisor and threaten to just wait forever on the phone until one becomes available.
— Be aware, however, that there are no secret doors beyond the supervisors. These class of managers, beleaguered and apologetic at best, have no power to speak to the Great and Powerful Billing Department, nor to make any changes to your account. Think of them as dimwitted mice in a laboratory experiment forced to push tiny objects into a chute so that they can feed themselves. Except that the tiny objects – your pleas for help – fall uselessly into Mount Doom whilst the dark lords within the Great and Powerful Billing Department laugh mercilessly at your misfortune from atop Barad-​dûr.
To read my ongoing saga against the Connector visit:
.

This is a letter I wrote to the Insurance Commission of Massachusetts in an email this afternoon.
As per a telephone conversation I had with one of your reps this afternoon, I am lodging a formal complaint regarding Mass Health Connector.

In early March of this year, I was in the position of having to make a quick decision regarding my health insurance. My employer was very ill and my husband, who is suffering with AML acute leukemia had a set-​back in his treatment after coming out of remission. Being frazzled over these two profound situations, I went online and chose the health care provider that the Health Connector said was the best one for me. (Neighborhood Health Plan) I sent in my first premium check in the amount of $ 395.81. My check number 1965 issued from Edgartown National Bank was debited on March 3, 2015 and my coverage was suppose to commence on April 1, 2015.

I received a packet of «benefits» on March 8,2015. It was at that time I noticed that my out of pocket cost for emergency room visits would be an astronomical fee of $ 700.00. I called Neighborhood Health Plan and canceled this policy immediately well before its beginning date of April 1, 2015. At that time I also requested a refund for my first premium payment of $ 395.81. I was told that it was already deposited so could NOT be reimbursed, I told them that was ridiculous and asked to speak with a manager who assured me that my check would be reimbursed within 90 days.

I have followed up via telephone on April 8, 2015, May 11, 2015, I started taking names on June 12, 2015 when I spoke with Biljana (sic) On June 26, 2015, I spoke with a manager who identified herself as «Linda A.» She informed me at that time that I was completely correct and was most certainly due my premium payment as I had canceled well within the time frame before coverage began. She told me to expect my check in the amount of $ 395.81 within two weeks. Has not happened.

Since than I have spoken to Genevieve and Veronica on July 16, 2015 who transferred me to another «supervisor,» Christine who also told me to expect a check. Didn’t happen. I spoke with Customer Service Rep Nacayla (sic) on July 30,2015 who informed me at that time there were «no funds» to reimburse me. It was at that time I asked to speak to yet another «supervisor» and was connected to a gentleman Ken-​Afawn (sic) who told me he would research my request and telephone me back. He has never called me back. Today (August 4, 2015) I again spoke with Nacayla (sic) I simply asked to be put in touch with a «supervisor.» She connected me to a woman Creal who told me she was a manager. While Creal sympathized with me greatly and «understood» my situation,” the billing department was the decision maker in this matter and she could not transfer me to that department, but she would call me back when she got information. As you might imagine, I am not optimistic about getting a call-​back or my money, that is rightfully mine. All The Health Connector has done is tell whatever it is they think I want to hear at the time to get me off the telephone as quickly as possible. I have asked to speak with «Linda A» every time I have called since I first spoke to her when she agreed that I was in the right, she has been in a marathon meeting since our first conversation. To say I am frustrated by this complete lack of regard for what is proper customer service and professionalism would be an understatement.

I contacted your office out of shear desperation and also because I want what is rightfully mine. $ 395.81.
IN THE SPIRIT OF FAIRNESS I WANT TO GIVE WHOEVER IS READING THIS REVIEW AN UPDATE. ON NOVEMBER 30, 2015, I WENT TO THE POST OFFICE TO PICK UP MY MAIL. WHILE I WAS GOING THRU IT FOR RECYCLING BIN PURPOSES, I NOTICED THERE WAS A LETTER FROM THE HEALTH CONNECTOR IN THE PILE. OUT OF CURIOUSITY I OPENED IT THEN AND THERE. WELL, YOU COULD HAVE KNOCKED ME OVER WITH A FEATHER, ENCLOSED WAS A CHECK MADE OUT TO ME FOR THE FULL REINBURSEMENT AMOUNT OF $ 395.81! I LET OUT A WHOOP AND DID MY VERSION OF THE HAPPY DANCE THAT HAD MY CO-TOWNIE’S STOPPED IN THEIR TRACKS! I AM GRATEFUL AND FEEL VINDICATED THAT MY TENACITY PAYED OFF IN THE END. ALL I WANT TO CONVEY TO ANYONE IN THE SAME SITUATION IS, YES, IT TOOK A LOT OF MY TIME FOR THE BETTER PART OF THE YEAR, BUT IF YOU KNOW YOU ARE IN THE RIGHT, NEVER, NEVER, NEVER GIVE UP!

The worst. And, very unfortunately, in Mass there is not really a way around them. My customer service experience with them was all around abysmal, but the final nail in the coffin was when I attempted to cancel my insurance when I moved to California. The customer service representative I spoke with did not instill any amount of faith in me, so I confirmed with her multiple times that she would, in fact, cancel my insurance and the auto-​deduction amount would not be withdrawn from my account. Sure enough, the money was taken from my account despite the fact that my insurance was cancelled and I was already living in Los Angeles. I called to correct this problem and request a refund and was told by the representative I spoke to that she could clearly see the error and that I would receive a refund check within three months. A ridiculous lag time for something that shouldn’t have happened in the first place, but I was still happy to get my money back.
Fast-​forward two and a half months and I receive an email from MA Health Connector telling me that they do not owe me a refund. WTF?! This is a very cut-​and-​dry case, in my opinion. I called the 800-​number and was told that situations such as this are handled by the Billing department, which, incidentally, does not have a number for the public to contact. They also do not have an email. So, in other words, I have no means of contesting this.
I am absolutely horrified at, what to me, is bordering on criminal behavior on the part of MA Health Connector. It’s no wonder they have a bad rap – they’ve earned it.

I left my job and so needed to get health and dental insurance outside of the open enrollment period. I did some research online, found out about the MA health connector, and read reviews here and elsewhere. I think I counted 17 one-​star reviews, the lowest I have ever seen on Unilocal for any business or organization. If you have read the other ones you will see the deplorable treatment that others have gotten, no one answering the phone, etc, etc.
One word of advice. Start the process EARLY. I started everything 2 – 3 weeks before I needed insurance but it took a lot of time to navigate the process and I had to do research, make phone calls, and so on.
Based on the execrable reviews for the MA health connector, I first called some insurance companies directly and inquired about rates, thinking I would bypass the connector. I also looked into COBRA. I found out that all of these options were MUCH more expensive than buying a plan through the MA connector. Buying directly through an insurer is more expensive because the state of MA negotiates discounted rates for the connector. So, I ended up selecting a plan there to save money (and did a lot of research on all the possible companies and the 100+ plans that were offered). Based on good review of Tufts, I selected one of their plans.
The next thing is that the online website wanted payment for the plans and a loss of coverage form from my last insurer. I called my work and my last insurer and got this form, but there was no place on the website to upload it despite that it said it could be uploaded. Also I found no way to pay the bill online. So I went to the office in Boston, physically gave them the loss of coverage form, and paid for the 2 plans, and got a receipt from them. Within a week I received an insurance card and some info from Tufts. I have not used it for anything but since this review is for the MA connector it is moot.
I received bills for the following month and again cannot find any way to pay online so I am going to mail the payments.
Things went much more smoothly than the other reviews I have read, maybe they have improved their service. I was going to contact the Governor’s office if I had any problems but I didn’t. I did have to call them once and spoke to a person within minutes.

If you ever want to feel the urge to crush your cell phone, throw your laptop, or rob a bank so that you can start your own health insurance company, then look no further. This place has it all: endless call transfers, wait times of biblical proportions, lost paperwork — you name it, they’ve got it.
Want to spend over 3 months trying to resolve the same issue AND have the added bonus of being told you’ll get a call back within 5 – 7 days, without ever getting a call back? Then cancel your current coverage and come on down to the MA Health Connector.
There is, however, one person who works in the billing department who can help once you encounter your first set of issues but hell fire awaits the unsuspecting caller who is connected with anyone else. Only the bravest soul, with a cunning mind, and swift wit will find this helpful person.
Beware…beware…