Sunday, April 12, 2015

IBM Medicare OneExchange - Medicare information resources

Medicare is complicated.  Medicare is constantly changing.  Changes are usually small but can have a big impact.  Some changes are great such as the gradual closing of the doughnut hole because of the Affordable Care Act (aka Obamacare).  Some changes aren't really changes, they are just sudden enforcements of existing law. Nonetheless, these changes are confounding.  One example is the current Medicare push to enforce drug denials for "off label" drug usage. There are no easy ways to find out about policy changes.  AARP sometimes will highlight a change in their publications.  But, typically Medicare recipients don't find out about them until they encounter the situation.
    
I volunteer on a help line at a non-profit organization called the Medicare Rights Center (http://www.medicarerights.org/).  Recently, there have been a number of calls regarding the "off label" denial issue.  My normal inclination is to suspect the insurance companies.  However, in this case it is the Medicare administrative arm - CMS that issued instructions to insurance companies to do the denials.  When part D legislation was passed into law in 2003, the insurance rules for drug coverage stipulated drugs are covered only for FDA approved conditions. The reason Medicare cares about what is covered is because Medicare subsidizes the insurance companies.  For example, there is a pain alleviation drug called Lidocaine and it comes in patch form.  It was approved in 1999 by the FDA to treat pain associated with shingles. However, doctors often prescribe it to help with muscle pain.  That's an off label use.  A woman called who had been using the patch for five years for back pain.  Suddenly, her part D plan denied coverage.
   
There was no explanation in the denial notice about why this drug was suddenly denied beyond "not medically necessary".  There is also no point in appealing the denial (unless the off label use is related to a cancer treatment - then Medicare is more flexible) since it is Medicare enforcing the off label restrictions - not the insurance companies.  If you want more information about off label drug use rules in Medicare here is a link:
  
https://drive.google.com/file/d/0B83wVKnNLtjtYjZPZmo1OUpTUGs/view?usp=sharing
  
 Unfortunately, doctors are as clueless as patients about an enforcement until they encounter it.  Sometimes there are workarounds.  For example, if you use a doctor that does not accept Medicare and that doctor orders a lab test at a lab that will accept Medicare,  the test will not be covered by your Medicare insurance because the origin was from a non-participating doctor.  The enforcement of this rule started a couple of years ago.  Non-participating doctors now work with doctors who do accept Medicare to ask them to submit lab tests so that it will be covered.  It's crazy to me to force people to only go to Medicare doctors for everything but that's how the law was designed. 
  
The Medicare Rights Center has a great information data base you can search at     http://www.medicareinteractive.org/  but it is unlikely you will find this type of information.  I suggest when you encounter a baffling denial, call the Medicare Rights Center (1-800-333-4114) because they will know what is trending.  They also have a great subscription (free) newsletter that often highlights these trends.

Of course, you can also always call 1-800-MEDICARE to ask questions.  Did you know --- the Medicare helpline is available 24 hours a day, 7 days a week? The best time to call is late at night or early in the morning.  I suggest you use the rule of 3 when you call Medicare.  What is the rule of 3?  Call 3 different times to ask the same question.  Medicare call center agents highly vary in capability.  It's not as bad as OneX.  I am not sure that's a compliment.
   
Finally, if you think the Medicare "rule" is unfair, complain to your congressional representative.  Tell them, if the rule is so great, why aren't they required to use Medicare when they retire from congress. Retired congressional representatives get federal health insurance coverage for life if they have been in congress at least five years.  That's actually less then the eligibility for Medicare, which requires 10 years of work.   Also, support AARP.  It is a powerful resource as a Medicare lobby organization.

Wednesday, April 8, 2015

IBM One Exchange Medicare Insurance Denial Appeals & Provider Bills

When your Medicare medical insurance denies to pay for a service already provided by a medical practitioner, by law, you have the right to appeal the denial. Unfortunately, One Exchange aka Towers Watson will not help you as they have no legal requirement to help you resolve the situation nor have they contracted with IBM to provide such services.  As I have written so many times before, they are just insurance agents. You are on your own.  Any complaint you decide to pursue must be done via the the standard Medicare appeals process.  It is a legally defined process and  the process steps depend on whether you are using original Medicare or a Medicare Advantage plan.
 
It's almost always worth it to appeal an insurance denial.  There are some obvious "not worth it" situations such as using a doctor who does not take Medicare or having a doctor preform a procedure not covered by Medicare (such as Lasik cataract surgery) and you signed an ABN (advance beneficiary notice) telling you Medicare might not cover it.  However, the denial is more often associated clerical mistakes like a provider coding a procedure incorrectly.  There are always instructions in the insurance denial letter on how to do an appeal.  The instructions are reasonably good.  Also, don't give up if you are denied a second time.  Appeal again!  The reversal rate is something like 50% for people who are persistent about appeals. 
 
I learned something today that is important to know if you decide to do an appeal.  Your provider cannot hound you for full payment of a procedure until all the levels of the insurance appeal are complete.  That can be a lengthy process.  As soon as you decide to appeal, call the provider billing department and follow up with a written letter telling them you are appealing the denial and not to bill you.  They, then, (by Medicare law) can only badger you for the copay or coinsurance for the procedure until you complete the appeals process.  If they threaten to send your full bill to collections, tell them it is illegal and you will file a complaint with Medicare if they do it.

 
 

    
   

Monday, March 23, 2015

IBM Medicare "About Your Benefits" Reference Book

A while ago I mentioned a reference book that IBM sent out in the beginning of 2014.  It is called
"About Your Benefits: Post-Employment" and has a subtitle "Summary Plan Description".
 
A great deal of this book is about plan information for retirees who are under 65.  When IBM stopped providing group insurance to retirees who are Medicare eligible most of the plan description was no longer relevant. 
 
However, there is important information in this book that is easy to overlook.  There are descriptions of programs that are still available to people over 65:
 
  • Life Planning Account which describes the benefits for people who retired by 12/31/2003
  • Special Health Assistance Provision (SHAP) for people who retired pre-1997
  • IBM Adoption Assistance Program 
  • IBM Legal information (which describes your rights to appeal claims that you cannot resolve through Towers Watson)
 
Maybe you did the same thing I did when I first got this book. I tossed it aside and assumed it no longer applied to me.  I subsequently had some trouble with a Life Planning issue and decided to look into the details of the plan by going to netbenefits.com.  I ended up finding my answers in this book.   
 
Here is a link to the letter we got with the book and the front cover of the book.  https://drive.google.com/file/d/0B83wVKnNLtjtYmJJaHktdTdPWUU/view?usp=sharing .You can find the book in netbenefits.com but it's a whole lot easier to peruse the hardcopy version.  If you cannot find your copy ... I suggest you call the IBM Employee Center and get a new one.        

Thursday, March 5, 2015

IBM Medicare Supplement Provider Refund Aggravation

We just received a refund check from the hospital for a claim I paid before my spouse's Medicare Supplemental plan agreed to pay it.  In a previous post, I said I'd do a happy dance when I got the check.  Well, it's a short lived happy dance.  Nonetheless, it is a victory.  Seems the complaint letter to the CEO of the hospital did inspire the billing department to get into action and correct the situation.
   
I thought I was on the path to a full blown resolution of the refund situation and the hospital check would be the final fix.  Unfortunately, a couple of days ago, that changed. We got a bill from my spouse's primary care provider group and there was no refund showing any where on the bill applied to the balance due (that was how they were going to refund our money).  In fact, their bill could not have been more of a mess.  I get the feeling the provider group change accounting systems in the beginning of 2015. 
       
This new bill showed a new account number and my spouse's name included a middle initial (something they had not done before).  In addition, the bill had a line item for a doctor visit in December 2014 which was not submitted to the 2014 cheapo Medicare Supplemental plan for payment.
 
I tried calling the group billing department at least five times but could not get an answer.  I decided to skip trying email and sent a letter with copies of an old bill, the new bill and information about the claim refund that is due.  I also told them to submit the December claim to the cheapo insurance. 
     
I have an hypothesis about all the machinations we've gone through to get our situation resolved.  It seems no matter what the organization: insurance companies, hospitals, doctor groups, governmental complaint agencies, corporations (ergo, Towers Watson) ... all these organizations are operationally incompetent and/or somehow short changing the customer.  My hypothesis is the layoffs, reorganizations, consolidations, outsourcing and the organizational push to be ever more efficient have produced enormous dysfunction. "Do more with less" ends up being "Do less with less and cheat the customer whenever possible".  Where are the Watsons when we need them?

   

Thursday, February 19, 2015

IBM OneExchange Claims Processing Issues (and why I use FAX)

I know, I know --- how geriatric am I --- I use a fax machine to submit my claims.  How antique.  I also do not do recurring/automatic payments.  I am faxing claim submissions for several reasons.
    
I can quickly and easily talk through claims processing errors with OneX while making notes on the submission claim form so that there is a clear record of my interactions.  I skip the snail mail cost of stamps and printer ink to make copies of claims and documentation by faxing. Mostly, I believe it will be a lot easier for my family to know exactly what claims I have submitted and read about all my conversations with OneX by just looking at my hardcopy claims folder if I am unable to do it.  My spouse is totally cantankerous about this IBM transition (read that as ornery), resents the HRA funding process and would abandon the reimbursement rather than dig around my computer to figure out the process. I've warned the kids about it but when I try to show the process to them their eyes glaze over. My feeling is maybe my hardcopy folder will help them quickly understand the process and history. However, I have reconsidered my position on recurring payments and decided I should enroll in those payments just because of that last reason. It would mean that at least the insurance premiums would be automatically reimbursed if I am unable to submit claims and no one else takes the time to file claims.  Anyway,  OneX also made a lot of mistakes last year.  Unfortunately, the mistakes continue.
         
In January, a processor rejected one of my claims saying there was inadequate documentation.  I called OneX and the call center rep went through the fax image of the claim.  She  said the processor clearly made a mistake and she'd send it in for review.  I never heard about that claim again. Two days ago, two of my claims were rejected for the same reason.  The call center rep I spoke to yesterday said the fax pages must have not transmitted.  When I asked if he went through the fax image to see if they had transmitted, he admitted he did not.  But, it didn't matter, he said, since the only way to get all three claims reconsidered was to resend them to OneX.   Sigh.
     
It's not a big deal to resubmit the claims, just annoying.  They are premium payments so I am going to do the recurring/automatic payment process for all our premium payments to try to curb the processing errors as well as deal with my recalcitrant spouse. 
 
Update:

Well, I, once again, am an idiot.  No matter how many times the call center representatives give me incorrect information I continue to believe them.  I called OneX to activate Automatic Reimbursement for the policies we bought through OneX thinking she could just "do it" and I wouldn't have to troll around the website.  The call center rep told me I had to submit a recurring reimbursement form.  I asked if I could do it online but she told me I needed to send in the form. She said she could just mail me the form or I could get the form online but I had to send in the form. She never asked nor did I say we bought the policies through OneX. I assumed (there I go again being an optimist) she could see it in our account. I had some forms they sent out last year so I didn't need to go online. After I faxed the form I decided to read the back of it and the form doesn't apply for policies we bought through OneX. Then, I decided I should just go online and see how to activate it.  It is embarrassingly simple.  Duh. 

Saturday, February 14, 2015

IBM Medicare Supplement Provider Refund Problems

My happy dance over getting the 2014 cheapo supplement insurance plan to properly pay claims didn't last long.  Since the middle of December I have been trying to get the providers (doctors and hospitals) that have been overpaid to refund our money. 
    
The Medicare supplemental (aka medigap) insurer sent us a letter stating they only provided claim payments to providers and not to beneficiaries.  We had paid all the claims to these providers, who were very prompt about requesting payment, by the end of September.  So, when they received payment from the insurance company they were obviously overpaid.  I waited a couple of weeks after being notified the insurance company sent them payments before calling providers to see if they got the money and issued refund checks.  I am such an optimist.  By early January, I received no refunds so I started calling providers that had been overpaid.  It was an easy call for doctors who were part of a group practice.  The accounting office readily agreed they were overpaid and said they would refund the money.  I am mildly irritated that I needed to call at all, but at least they acknowledged the overpayment.
   
Dealing with the hospital and the hospital doctors was not as easy by a long stretch.  I struggled through calls to different accounting departments - which I had to do based on what service was provided.  I was told there were multiple accounts and needed to talk through each procedure's payment for the customer representative to tell me whether or not it was overpaid.  In one case, the customer representative said they had sent a payment back to the insurance company because it had been overpaid.  In another case the customer rep said a claim had never been submitted to the insurance company but that she would do it. Unbelievable, right?  
  
One customer service rep finally did agree a refund was due and said it would be sent. It was less than what I believed it should be but at this stage any refund is a good refund.  Anyway, nothing was repaid to us.  In mid January I wrote to the different accounting departments in the hospital (no joke) and provided evidence of overpayment to try to get a refund.  Still, we received nothing.  This week (mid February) I wrote to the hospital CEO to complain about the situation. 
 
I also went on the hunt for a governmental agency that might help.  It turns out the Department of Health only takes complaints about providers who are medically negligent.  They clearly state, don't complain to us if you have a billing problem. Medicare won't take the complaint.  CMS (the agency handling Medicare operations) clearly states they only handle provider fraud complaints. Fraud is when a doctor bills Medicare for a procedure that was never administered. This isn't fraud. The only agency I found where I can complain is the state Attorney General Consumer Protection Bureau.  I am hoping I don't have to do it as it will likely take months, if not years, for the Consumer Protection Bureau to even read my submission much less act on it.    All governmental protection agencies have had significant personnel reductions.   It's no wonder organizations are casual about their consumer interactions.  The complaint process is also onerous as I have to supply all the supporting documentation as well as file the complaint.  I sure hope the CEO letter provides some magic.
 
So, I once again urge you all to be diligent about analyzing your insurance statements, making sure doctors have submitted claims properly and making sure you track your deductibles before making provider payments. 

Update:  The CEO complaint letter seems to have been the catalyst to finally get the hospital to refund money.  I just got off the phone with the billing supervisor who agreed that we are due a refund but not without some taffy pulling.  At first she insisted there was no refund due.  I had all the information about the claims, dates and payments and started listing them off.  She then looked more closely at all the claims and agreed the hospital had been overpaid.  She said, "I was just looking at the payments for May".  It's beyond me why she was not looking at ALL the payments!  Although I feel it might finally be resolved,  I will refrain from doing a happy dance until I get the check.

Monday, December 15, 2014

IBM Medicare supplemental medigap VICTORY

Holy cow ... sometimes being unwilling to "let it go" pays off!
   
I got the mail tonight and the cheapo medigap insurance company capitulated!!!  They paid the claims they were supposed to pay.  Unfortunately, they paid the providers (who had already been paid) so we'll have to wait for the providers to refund us the money.  BUT ... they paid!!!  And it was more than I thought it was ... about $1,500. 
 
I think the magic words I used in my last letter to them was that what they were doing was Medicare fraud and I would be filing agency complaints.  What a pity that it took such words to push them into action. 
 
Meanwhile, there are others out there that are being cheated and they don't even know it.  I sure hope the agencies I complained to will not treat this as a "closed case" and still investigate this company.
 
I also hope I have helped someone who is reading this blog to learn how to deal with insurance companies.  Keep reading the statements they send to you.  You have to work at understanding the statements and if it doesn't add up ... challenge the company.  Use the threat of involving state and federal agencies to support your case.
     
Clearly, if I had been wrong about their processing of the claims they wouldn't have paid them.  
Here's the crazy part ...  no explanation, no apology ... just a bunch of processing forms arrived that showed they paid a bunch of doctors money.  How guilty is that? 
     
Beware ... insurance companies are ruthless.
 
Update:  The cheapo insurance company sent a letter on December 24, 2014 explaining what happened.  They said they made a "clerical error".   They said they provided a more detailed explanation to the NYS Department of Insurance and have recalculated the deductible. Those rascally clerical errors and incompetent clerks just cannot be trusted.    

Sunday, December 14, 2014

IBM Medicare OneExchange Medicare Supplemental story continues

It's been a couple of weeks since I wrote about my medigap hijacking story and I am sorry to say nothing has improved.  The company refuses to acknowledge my spouse hit the medigap F deductible and therefore should be paying the coinsurance claims. They sent a bunch of crap information back that basically was smoke and mirrors. It amazes me how they just stonewall the complaint no matter how much information I provide to prove the case. 
 
I am also amazed how long it is taking for State's Department of Insurance to respond to my complaint.  I filed the complaint in the middle of November and when I look on their website they still have not assigned it to an investigator.  That says a lot about the state services provided.  They must have two investigators to support millions of consumers.
 
Last week I found another state insurance department - a fraud department.  It wasn't obvious that it existed.  I Google searched to find it.  I sent in a request for a fraud investigation of the insurance company. Who knows if that will result in any action.  Even if it does result in an investigation, it doesn't mean we'll get money back from the insurance company.
   
I suspect this is how this insurance company makes money on medigap F high deductible plans.  They tell policy holders they haven't hit the deductible until there is way more coinsurance paid than the actual deductible amount and it's highly likely the policy holder will never notice it.  If the policy holder does notice but doesn't pay the providers the providers will send bills to collections so we had no choice but to pay the providers.  The goat rodeo that follows to try to get the insurance company to back pay to the actual deductible is impossible.  There is no intervening agency that will force them to pay or lose their license to sell policies.  All I can do at this point is take them to small claims court.  Even then, they can stonewall the payout.  Most small claims court awards never get paid. 
 
I will also try to get the Medicare federal inspector general to investigate the company.  However, I am pessimistic that the agency will even read my complaint much less do anything about it.  There have been many cutbacks at the state and federal level to agencies that support advocacy for consumers because lobbyists keep demanding more "cuts to bureaucracy". 
 
Once again, I lament what IBM did by throwing us into this den of insurance provider wolves.  Losing IBM's power to advocate and get insurance companies to behave is a huge loss for us.  Just a huge loss.

Thursday, November 13, 2014

IBM Medicare OneExchange Medicare Supplemental Plan (medigap) experience

I've written a lot about Medicare Supplemental insurance and I thought I knew a lot about this insurance.  However, I have discovered I still have a whole lot to learn.  Oh, I know about the structure of the plans, how they are defined by law, and how an "N" plan is an "N" plan no matter who sells it and to "do the math".  I learned all about that stuff on medicare.gov and a myriad of other websites that describe types of medigaps.  However, none of those sites ever said a thing about the caliber of the insurance provider.  That's where my knowledge was (and is) woefully lacking.
 
It is true that the Medicare Supplemental policies are all the same.  However the insurance company services are certainly not the same. No one from medicare.oneexchange.com/ibm or anyplace else will tell you these things because it would make insurance companies very unhappy and most advisors have relationships with those companies:

  • Buying a policy:  The standard advice about buying a medigap policy is to buy the cheapest one sold for the letter category you have selected.  So, I went to the department of insurance website for my state to find the list of who sells what type of medigap and at what price.  I was so excited when I saw the cheapest premium for the medigap plan I wanted was almost 50% less than the next higher price insurance company.  I tried everything but stand on my head to get that "cheapest" company to respond to my request to buy a policy.  I called them.  I emailed them.  I complained to the department of insurance that they were unresponsive and I said I suspected they only sold the policy if you bought other policies from them (which is illegal).  Nothing worked. There was no buying that cheapest policy.  So, I went to the second "cheapest" insurance company to buy the policy. I'll call them cheapo. They insisted the only way I could buy their policy was by having one of their insurance agents VISIT MY HOUSE.  So, I endured multiple visits from their agent and a dreary sales pitch about all the products they offered.  I begged her to stop, telling her all I wanted was a medigap.  She felt bad but she pressed on.  I finally was able to buy the policy. A couple of months later they fired her.  I guess she wasn't pushy enough. 

          
  • Paying premiums for a policy:  I hate, hate, hate for any company to automatically take premiums out of my bank account.  It has been my experience that it is a nightmare to get them to stop and then forever to recoup any premiums they take after the policy is canceled. However, this "second cheapest" aka cheapo company insisted it is how they keep their costs down.  So, I relented and let them do it.  I must say, they never miss a beat when it comes to collecting the premium.  I cringe over how hard it is going to be to get them to stop when I cancel the policy at the end of this year.
        
  • Paying the doctors (the medical providers):  In order for this cheapo insurance company to get a claim the doctors and the hospitals have to be very precise about how they file the claim with Medicare.  If they do not put exactly the right information about this medigap in the claim then it will not be sent by Medicare to the medigap via MAIL.  That's because this cheapo company will not implement automatic electronic crossover.  I never thought to ask them about that when I bought the policy.  I thought everyone did crossover.  So, one provider screwed up and didn't put the right information into their claims.  I didn't realize it because I don't get benefit from the plan until I meet a deductible.  Fixing that has turned out to be highly irritating and the provider is mad at me because they did it wrong! Even when it is done right, it seemed odd to me that it sometimes takes at least two months before I get bills from a doctor.  It turns out even when the doctor properly processes the claim, they cannot bill me until the cheapo company processes the claim and tells them I haven't yet met the deductible.   That's the law. They are not exactly speedy in their processing.  It's no wonder some doctors tell people with medigap insurance they want to be paid "up front" because it might take months for them to get money out of this insurance company even when they do it right. Make sure when you get a bill from your doctor or hospital that they have sent the claim to your medigap.  It will show it as a line item on the bill even if they get $0 from the medigap.  If you don't see the line item call the provider and ask them to file a claim with the medigap. 
     
  • Tracking out-of-pocket costs for a deductible policy:  I am miserable about this issue and freaking out that I never thought about it as an issue.  One would think the cheapo insurance company would do this and automatically make coinsurance payments to doctors when I hit the deductible.  One would think.  Wait, it gets better.  How about, one would think the running total the cheapo company puts on the EOB tallying the YTD deductible is accurate.  One thinking that would be very wrong. I got at least 15 statements from the cheapo company.  But I never added up the expense amount across those 15 claims.  I just kept looking at the YTD total.  I am a total idiot to not have done the math myself until this week.  I'm about $900 over having met the deductible.  All I could say is HOLY $#@# and hold my head in my hands for being so stupid. It's going to take forever to get them to pay me that money back.  I just know it.
       
  • Update 3/17/15: Ask for a sample EOB statement:  We just received an EOB (Explanation of Benefits)  statement from the new Medicare Supplemental plan.  It is one of the easiest to read statements I have ever seen.  It's better than the Aetna EOB Integration statements we used to get.  If you are considering changing to a new Medicare Supplemental insurance company, ask them to give you a sample EOB statement before you make the change. The quality of the statement says a lot about the caliber of the company.
         
  • Providing customer service:  Want to guess the caliber of customer service provided by the cheapo company to try to resolve this problem?  I just loved arguing with the call center representative who insisted I was wrong until I went through several claims with her.  Then she said ... we'll check into this and get back to you.  Fat chance they will do that with just a phone call.  I knew I would have to start a letter writing campaign.
     
  • Seeking resolution of a problem:  I don't know how long this is going to take but I don't have a good feeling.  I already sent in a written complaint to their claims department and their home office.  I also complained to the department of insurance (again) but this time I might get their attention because this is "fraud". It took me several days to compile the information and try to accurately describe the situation.  I'm sure I aged a couple of years trying to do it. 
      
So, I am war worn from this experience and will switch to a different medigap insurance provider in 2015.  When I started looking at the third cheapest company that sells the policy type I currently have, I went online to look at consumer complaints.  It wasn't pretty. I'm not going anywhere near that mess as it sounds worse than what I just described.  So, I am switching to a "K" plan only because I can buy it from a reputable insurance provider.  I'm not thrilled to buy "K" but it's the best option I can find for a "deductible" plan that is sold by a reputable insurance company.  I hope someone else can learn from my saga.  No one should have to deal with a disreputable insurance company but it's crueler still for old people to have to beat their way through this swamp.

Wednesday, November 5, 2014

IBM medicare.oneexchange.com/ibm Website and Conversation

I finally called OneExchange a few days ago to confirm part D insurance enrollment and to ask to be dis-enrolled in a vision plan that we had selected through OneExchange. They never fail to disappoint. 
 
First, the OneExchange website is still a mess. I looked at the plans available in my zip code and they still do not display the AARP UHC plans on the website - to find out that information  you must call OneExchange.  Then, I checked our enrollment information to verify our plans. The information for my part D plan is correct.  However, for my spouse, the information showed he was enrolled in TWO part D plans.  Now, that's not possible (by law, Medicare will not allow it) but it was not clear what they were trying to describe.  Last year there was a problem with the first part D plan, so my spouse had to switch to a different plan.  The website displays both plans but does not have any indication of which plan is active.  There was also no way to use the OneExchange website to dis-enroll from the vision plan. 
 
Next, I called OneExchange.  Similar to my experience last year, I was placed on hold for about 25 minutes before I spoke to a client representative.  I asked to representative (who was very nice) to confirm our part D enrollments and to explain why two part D plans were showing on the website for my spouse.  She put me on hold for about 10 minutes two times to try to get a logical answer for the two part D plans issue.  She finally said she was told it is because the website is showing enrollment history.  Ergo, there is no logical answer.  She did confirm our enrollments for our respective part D plans.
 
I then asked her to dis-enroll us from the vision plans for 2015 as we no longer wanted them.  She promptly said OneExchange cannot do it and I must call the insurance carrier to dis-enroll.  Now, that's also not logical.  An insurance agent (which OneExchange certainly is) can most certainly handle a dis-enrollment for these kinds of plans.  It's just not a service they provide. 
 
Although it is rather hateful to do it, I continue to encourage everyone to make sure to call OneExchange before December 7 and confirm all 2015 plan enrollments.  Make sure to record the date, time and agent name when you call just in case you need to do a Medicare appeal in 2015.  I also went to www.medicare.gov and verified our  respective  part D enrollments.  OneExchange is still too clumsy to trust.