Stories from Our Members: How Jack Chose WINhealth
Posted on Fri, Mar 28, 2014
Now that the first open enrollment is coming to a close, we’re curious how our new members are using their WINhealth plans. We talked with one of our members from Cody, Jack*, to hear his side of the story.
Now that the first open enrollment is coming to a close, we’re curious how our new members are using their WINhealth plans. Each of you has a story about how the ACA worked out for you—from initial concerns, to enrolling in the marketplace, and finally, to figuring out how to get the most out of your insurance plan. We talked with one of our members from Cody, Jack*, to hear his side of the story.
*=Name has been changed to protect the interviewee’s privacy
As most of you can probably relate, Jack wasn’t sure what to expect when the marketplace opened.
“The website being down absolutely discouraged me,” he said. “I was sitting there at the ready, knowing how much time I had. That’s why I waited until the second week in December, and I jumped on after I did some more research.”
What he told us next was surprising: Jack had been a member of another insurance company for 22 years. As someone who had been with one insurance company for so long, deciding to transition had to be difficult.
Upon learning there was another option for him, Jack contacted WINhealth a few times to ask questions before making his decision. “I saw I had the opportunity to change to additional coverage…I knew that I was making the right choice,” he said.
All About the customer service
Jack said he was “quite surprised” after he decided to switch to WINhealth. He didn’t expect the personal phone call he got from a representative after receiving his new member documents. “They talked about the Affordable Care Act and how WINhealth would make that transition easier for me. [They also] made it clear how I could reach a registered nurse 24/7.”
This, Jack said, was a huge difference compared to his old insurance company. “[With WINhealth] I didn’t feel like I was talking to some overseas carrier or someone who didn’t like their job. These people I could really tell had an interest in resolving any issues I might have. With [the other company] it always felt like you were imposing on them and you were talking to a collections service. That was their biggest problem.”
Keeping His Doctor
A happy bonus was that the WINhealth network included all the medical providers Jack already knew and trusted. This was something he hadn’t expected based on what he heard prior to enrolling. “There was a lot of falsehood and spin,” he said. “ ‘Well, you won’t be able to use your own physician.’ Oh, not true at all. Everything that I needed—from physicians, to hospitals, to providers—it was there.”
Jack has been pleased with the personal feel of his relationship with WINhealth.
“It’s nice for people to pick up the phone and the other person answers, ‘Good afternoon WINhealth, may I help you?’ Immediately you know, wow I am talking to a real person…That connection is real important, it really is.”
His ultimate impression of his new insurance provider? “They are there to help,” he said. “It is a good feeling that if I do have any needs they will be there for me.”