11 things the insurance commissioner wants to know about state health exchange snafus

The Washington Health Benefit Exchange's website for consumers to enroll for health insurance through the state exchange hasn't been having a great sophomore year, and now Washington Insurance Commissioner Mike Kreidler wants to know why.

First, the Healthplanfinder site was taken down on Nov. 15, the first day of open enrollment, for maintenance. Then, the exchange noticed that 6,000 customer accounts were accidentally cancelled earlier this week. This comes after an inaugural year in which about 24,000 people suffered technical problems while trying to sign up for health insurance.

On Wednesday, Kreidler sent a stern email to Richard Onizuka, CEO of the exchange, asking for a public response to several questions about those problems in hopes of "alleviating the anxiety" for consumers, legislators and insurers.

"I believe there are a number of policy issues and questions that need to be answered, so that we can best communicate with those consumers who are impacted and to the public at large," Kreidler wrote. "I understand that this technical issue is the Exchange's responsibility, but we all have a duty and responsibility to implement health reform successfully for Washington state residents."

Here's what Kreidler wants to know:

1. What proportion of the overall enrollment for 2015 is represented by the 6,000 accounts [that were cancelled]?

2. Which consumers are impacted by the error? Is there a unifying factor that would help individuals self-identify as someone likely to have been impacted?

3. Does the Exchange have a record of every affected account, including the eligibility status and payments applied for 2014 coverage? If so, what is the Exchange doing to actively identify and resolve the issue for each individual or account?

Annie Zak covers the health care and biotechnology industries.