Woman dropped from health insurance by mistake, has trouble with reinstatement

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CENTENNIAL, Colo. -- A health insurance company accidentally canceled a woman's policy.

“It was a simple phone call I thought,” said Karen Ragan, a wife and mother of two.

For Ragan, simple turned into a 53-day ordeal without health insurance.

“I'm lucky I didn't have a heart attack calling these people back and forth to be honest with you,” Ragan said.

In late July, Ragan called Cigna, her provider through the Connect for Health Colorado Insurance Marketplace.

She asked to remove her husband from the family plan.  He had recently turned 65 and was put on Medicare, and no longer needed to be insured through Cigna.

“No problem,” she said she was told.

A severe sufferer of sleep apnea, a few weeks later, Ragan went to update her doctor prescribed CPAP breathing machine. She was told she was no longer insured.

“I was hysterical, I didn't know what to do,” she said.

Every other day over the past month and a half, Ragan said she called Cigna and the state's insurance marketplace.

“Aug. 26, I called, it will be 24 hours,” she said they told her over the phone. "Aug. 29, billing does not even show me as an authorized person to speak to them,."

“Sept. 5, call next Monday it should be done,” Ragan read from her pages of notes she made while making the dozens of phone calls to figure out what was going on. She said it got her nowhere.

“I was not a human, I was just another phone call,” she said.

So she emailed the FOX31 Problem Solvers

Connect for Health Colorado said it was a simple mistake. Ragan's husband was the original account holder. When he was taken off, the plan was accidentally canceled.

“No letter, no mail, no phone call. There was nothing telling me that they accidentally took off me and my daughter,” Ragan said.

As of Friday, Connect for Health Colorado said the insurance plan is back in place for Ragan and her family.

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