JACKSONVILLE, Fla. - Policy holders for one of Florida's largest health insurance providers, Florida Blue, are seeing online and being told at places like pharmacies that their plans are delinquent.
"When I logged in and went to the payment tab, and clicked on payment, it said 'Your bill is delinquent, your coverage may be affected,'" says Dan Brown, a Florida Blue customer for the past three years.
Brown had already paid his February bill and was trying to pay his March health insurance bill.
"I called them immediately, you know, out of terror and over the course of two hours I was bumped three times," Brown says.
He's one of hundreds of customers that have recently complained about problems interacting with their insurance and paying for their plans. Florida Blue says it's not one glitch causing all the trouble, but many different issues discovered as customers continue to call in.
"They reality is if they cut my insurance, I have no insurance and it's an uphill battle to prove that they didn't get my payment," Brown says.
Florida's Department of Financial Services says they've received more than 600 complaints against the provider so far this year. They say 11 of those specifically deal with an account showing as canceled in the provider's online portal.
“Florida Blue has processed more than 1.6 million transaction during Marketplace open enrollment, and unfortunately based on the large volume of activity some members have had issues accessing their plans,” a company spokeswoman told First Coast News.
This year Florida Blue is the only provider offering Affordable Care Act plans in every Florida county, and the insurance provider says these issues can all be blamed on volume.
They advise, if you're having trouble, call the number on the back of your insurance card. Different plans have different customer service lines they say, and the number on your card will save you time by directing you to the right person.
"They were saying please hold," Brown says. "So I was holding. It was a 4 hour window where I was kind of freaking out because I was like do I even have health insurance?"
Brown says after a tweet, he used an online chat feature to get his policy listed as 'active' online.
Florida Blue also has 3 walk in centers across the city at:
4855 Town Center Parkway, Jacksonville, FL 32246
13141 City Station Drive, Jacksonville, FL 32218
221 Riverside Avenue, Jacksonville, FL 32202