Release: WA Healthplanfinder Statement on Customer Invoices
FOR IMMEDIATE RELEASE: May 9, 2014
CONTACT: Bethany Frey, Bethany.Frey@wahbexchange.org, 360-688-7752
Today, Richard Onizuka, CEO for the Washington Health Benefit Exchange, issued the following statement:
“Over the past three months, the Washington Health Benefit Exchange has identified several system defects and data issues that have impacted the creation and accurateness of Washington Healthplanfinder customer invoices. These issues are affecting less than 5 percent of our current Qualified Health Plan customer base and may result in invoices not being generated or incorrect payment adjustments, resulting in inaccurate statements. These issues may also result in customer notices from Washington Healthplanfinder requesting payment or insurance companies being unaware of completed payments.
To date, the Exchange has processed more than $60 million dollars in customer payments and has made significant improvements to billing processes and customer correspondence. However, Exchange staff recognize the frustration this has caused our customers and take these issues very seriously. We have been working with our IT vendor, Deloitte, to prioritize and resolve these payment and invoice issues as quickly as possible. As a result, we expect many defects will be resolved this weekend in an upcoming system update.
The Exchange has also developed an internal task force to continue to work with Deloitte on remaining defects, including a timelier process for distributing late payments to insurance carriers. Please note that no customers have had their coverage cancelled due to known payment or invoice problems.
As a reminder, monthly payments may be sent after receiving an invoice at the beginning of the month and are due on the 23rd of each month by 5:00 pm. Customers who prefer to mail checks should be aware that Washington Healthplanfinder must receive their paper check by the 21st of the month to be processed in time for the monthly deadline, and they must include a payment coupon from their invoice. Customers are encouraged to submit their monthly payments as early as possible in the month or set up an online auto-payment through their Washington Healthplanfinder account.”