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What do you do if you can't enroll for health insurance online?

Published On: Dec 24 2013 10:57:33 AM EST   Updated On: Oct 11 2013 09:48:29 PM EDT

The online marketplace can be confusing, know your options.


WDBJ7 hosted a forum and a panel of experts answered your health care questions on the Affordable Care Act on Thursday.

Hundreds of people called in and there are still a number of unanswered questions so WDBJ 7 will be spending the next few weeks trying to get answers for our viewers.

A lot of people are having a tough time getting started and tell WDBJ 7 that something as simple as creating a username on the marketplace website has been more than complicated.

"I can't even get the process started," said Roanoke resident Robert Hull.

Hull says enrolling in health insurance through the Affordable Care Act has been more than a headache.

"You're just having trouble logging on and you're supposed to create an account but you can't and if think you have it, it just doesn't work out,” he said.

Hull is just one of millions of Americans struggling just to get on the website. A lot of people are having issues creating an account and user name.

Hull says he gets a message on the screen every time.

“Your account cannot be created at this time. The system is unavailable,” he said.

Patrick Kelly works for Enroll Virginia as a certified navigator. 

Kelly helps enroll people in health insurance. He says when it comes to the website, things are taking a turn for the better these days.

"The website is difficult,” he said. “I’ll acknowledge that. I've had trouble myself. The good news is over recent days I've been able to register people where I can get them in where as I haven't been able to do that in the past."

Kelly says if the online marketplace isn't working, you have other options.

If you live in the Roanoke area, you can call Kelly directly and he can get you in touch with the right people to speed up the process. That number is 540-345-1839.

If you live outside of Roanoke, you can call 1-800-318-2596.

You can also download a paper application online from You can also pick one up at your local library.

Kelly says your best bet is to call a navigator in your area for any and all questions.