Gallup: 63 Percent of Uninsured Are 'Unhappy' With Online Exchanges

Image: Gallup: 63 Percent of Uninsured Are 'Unhappy' With Online Exchanges Covered California Executive Director Peter Lee on Nov. 13 announces the number of new enrollees through CoveredCA.com, the state's health insurance exchange.

Wednesday, 20 Nov 2013 09:03 AM

By Drew MacKenzie

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A majority of Americans without insurance who visit federal or state healthcare exchange websites are unhappy with their experience, a new poll finds.

According to a new Gallup survey of 1,573 uninsured Americans, 63 percent who visited the exchanges stated that their experience was negative, while 30 percent described it as "very negative."

A little more than a third, 34 percent, came away from the experience feeling satisfied or "positive" with their visit, with 5 percent actually calling it "very positive."

The poll, conducted from Oct. 23 through Nov. 18, indicated that most respondents, 40 percent,  appeared to be uncertain about whether the online insurance marketplace they visited was a state-run or federally-run exchange. Twenty-eight percent said they were certain it was a federal exchange, while 14 percent said they went to a state exchange. Eighteen percent, meanwhile, said they visited both.

According to Gallup, the survey indicated that many people are still having trouble accessing the federal HealthCare.gov exchange website, while people with access to state-run exchanges are having an easier time enrolling.

"This suggests that uninsured Americans' experiences with state exchanges could be helping keep the overall ratings of the exchange website experiences from being more negative," Gallup officials said.

"Uninsured Americans who visited a federal or state website were almost twice as likely to report having a negative rather than a positive experience, and many more Americans say they had a 'very negative' experience than say they had a 'very positive' one."
But the study points out that "even more telling" is that about eight out of every 10 Americans without healthcare insurance have not visited either a federal or state exchange site at all.
Gallup adds, however, that previous studies have shown that less than 50 percent of uninsured Americans who will be getting healthcare coverage in the near future say they will get it through a federal or state exchange.

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