State Health Plan problems prompt work-around at Treasurer's Office

A shift in June to a new vendor, Aon Hewitt, to handle enrollment services and eligibility in the health plan caused the coverage to be listed as "inactive" for new enrollees, recent retirees and anyone with a change in their coverage, officials said. The mistake caused some people to be turned away at doctor's offices and delays in getting prescriptions filled.

The Treasurer's Office, which oversees the health plan for more than 680,000 teachers, state employees, retirees and their dependents, has been directing people to the toll-free customer service line, 855-859-0966, for information about the problem, but some of the thousands of state workers and retirees affected complained to WRAL News that finding answers to their individual questions has been nearly impossible.

"I called a dozen times and was repeatedly told, 'We are working on it,'" one woman wrote in an email.

"Calling the number provided … was not useful," a man wrote in an email. "All I received was that they are working on the issue. There was no 'walking me through' to get a resolution."

"Computer problems happen... why hasn't it been fixed? Who is in charge?" asked another woman.

Schorr Johnson, a spokesman for the Treasurer's Office, said resources are being added to the customer services line. The health plan also is implementing a new process to help those who need immediate access to care and has committed to calling back members within 24 hours with an update or a resolution, he said.