Xerox faces tough questions on health insurance exchange

Michael Lopardi

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Xerox faces tough questions on health insurance exchange

CREATED Feb. 13, 2014

Henderson, NV (KTNV) -- Angry customers lashed out at the state's health exchange board and developer Xerox on Thursday for problems with Nevada Health Link.

Board member Lynn Etkins called the exchange a "full failure," describing its performance as "catastrophic," and board chairwoman Barbara Smith Campbell asked if the state should abandon the project and let the federal government take over.

Personal stories were also shared at Thursday's meeting, from people who had tried for months to sign up for health insurance but ran into problems.

That included an elderly man who was left uninsured and then had a heart attack. He said he was left with roughly $407,000 in medical bills.

"I did everything I had to do, according to Nevada Health Link. I made my payment, you accepted my money, but who's going to take these bills off my hands," said Lawrence Basich.

Xerox was in the hot seat on Thursday, promising to do better. The company apologized for what it called "substandard performance" and the state announced it is now auditing Xerox's performance, and the company could face penalties.

Board members asked about replacing Xerox as the vendor, but Action News was told that could take months. The company said it wants to get these problem fixed, hopefully by the end of March.