Brokers were "instrumental" in enrolling millions in Obamacare coverage despite the nagging feeling that they don't feel valued by the administration.
Ironically, brokers could be even more instrumental if several changes were made to remove obstacles preventing even larger enrollment numbers.
That was the key takeaway from a report issued this week by researchers from Georgetown University's Center on Health Insurance Reforms and the Urban Institute. The report, funded by the Robert Wood Johnson Foundation, is based on interviews conducted with brokers and other stakeholders, including carriers and navigators, across 21 states and the District of Columbia.
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Researchers said the main obstacles for brokers during PPACA enrollment were faulty marketplace websites, overburdened call centers, disincentives for directing people toward the most affordable plans, and a lack of expertise with low-income populations.
But perhaps the biggest obstacle has been broker overlook by the administration, the report suggested.
"[PPACA]'s drafters envisioned a continuing, significant role for brokers in the reformed non-group insurance markets, but circumstances limited their active participation in the first year of marketplace enrollment," the report said.
Brokers have long complained that they've been overlooked in PPACA proceedings. A recent report by benefits technology firm Benefitter found that 80 percent of brokers said they have a negative view of PPACA, with 21 percent citing the reduced role of brokers as their No. 1 grievance.
Still, the Urban Institute report stressed the vital role brokers played during enrollment.
For example, brokers in Kentucky assisted 44 percent of residents who enrolled in the state's marketplace. In California, they were responsible for 39 percent of marketplace enrollment.
And, according to the report, brokers in California, Connecticut, the District of Columbia, Illinois, New York and Rhode Island reported the marketplaces made a "concerted effort to communicate and work with them over the open enrollment period."
The role of brokers will only expand with time, researchers said, especially as federal and state funding for navigators and other assisters taper off over the coming years.
Brokers and agents will play an "increasingly important role in expanding coverage to the hard-to-reach uninsured and in ensuring that those already enrolled maintain coverage in the future," researchers said.
Additionally, the report identified six changes that would "help brokers nationwide enroll more people going forward."
- easy-to-use directories
- improved, hands-on broker training
- improved IT systems
- compensation for enrolling low-income individuals and families in Medicaid
- marketplace customer support tailored for the broker community
- ongoing monitoring of broker-assisted enrollment to identify problems or barriers more quickly.
"As the federal government and states direct less funding to navigators, a real opportunity exists for brokers to play a major role in enrollment in marketplaces," said Kathy Hempstead, who directs coverage issues at the Robert Wood Johnson Foundation. "Brokers have a unique skill set, and the non-group market is a growing opportunity. With better supports and incentives, brokers could be even more effective in enrolling low-income consumers."
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