Understanding the Consumer Enrollment Experience in Federally Facilitated Marketplaces

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Research sheds light on the kinds of complex questions navigators encounter during marketplace enrollment.

The Issue
Research shows an array of questions shared by in-person assisters, local navigators and certified application counselors to the Assister Help Resource Center (AHRC) from November 2015–January 2016. AHRC fielded nearly 1,400 calls during this period pertaining to complex health insurance application filings; eligibility determinations; and enrollment scenarios.

Key Findings

The topics of the calls AHRC fielded were:

  • 40% eligibility for financial assistance,

  • 15% how to project income,

  • 11% account creation issues, and

  • 6% changes in circumstances.


The researchers say that the questions paint a picture of complex eligibility and enrollment processes, and could lend valuable insight in preparation for the fall open enrollment period, beginning November 1.  

About the Georgetown University Center on Health Insurance Reforms

The Center on Health Insurance Reforms at Georgetown University’s Health Policy Institute is a nonpartisan, expert team of faculty and staff dedicated to conducting research on the complex and developing relationship between state and federal oversight of the health insurance marketplace.

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Nearly 1,400 calls

were fielded by #healthinsurance marketplace assisters in 2016 #ACAnumbers