A Denver woman, Johanna Voss, was left scrambling to find a new health insurance plan days before her scheduled hip surgery, after her previous provider, Friday Health Plans, announced it would stop operating in Colorado at the end of August.
Friday Health Plans was a low-cost health insurance company that offered plans through the state’s health exchange, Connect for Health Colorado. The company had about 26,000 members in Colorado, according to the Colorado Division of Insurance.
On June 25, Friday Health Plans sent a letter to its members, informing them that the company would cease operations in Colorado, but assuring them that their coverage would continue for the rest of the year.
“Friday Health Plans of Colorado is working with the Colorado Division of Insurance to ensure your coverage can continue for the remainder of the 2023 plan year,” the letter read.
However, on August 25, the state sent another letter to Friday Health Plans members, contradicting the previous message and stating that their policies would end on August 31.
“All Friday Health Plans policies, including your health insurance policy, will be ending effective August 31, 2023,” the letter said.
Voss faces financial and medical challenges
Voss, who had been a Friday Health Plans member since January 2023, was shocked and confused by the sudden change. She had been preparing for a hip surgery that was scheduled for September 1, after suffering from chronic pain and mobility issues for years.
She had already reached her $9,000 deductible with Friday Health Plans and had pre-authorized her surgery with the company. She had also booked her flights and accommodations for the surgery, which was to take place in California.
“I had everything lined up. I had everything ready to go,” Voss said.
When she received the letter from the state, she tried to contact Friday Health Plans, but could not reach anyone. She also contacted her surgeon’s office, but they told her they could not proceed with the surgery without a valid insurance.
She then started looking for a new health insurance plan through Connect for Health Colorado, but faced several challenges. She said many plans were either too expensive or did not cover her surgery. She also said some plans did not recognize her previous expenses and deductible with Friday Health Plans, meaning she would have to start from zero again.
“It’s like $12,000. I’m starting at zero,” Voss said.
She also said she encountered difficulties with the enrollment process and customer service of Connect for Health Colorado. She said she had to fill out multiple forms and wait for hours on the phone to get answers.
“I feel like I’ve hit rock bottom on this so many times, like you think it’s bad, and then I’d run into someone else who denied me,” Voss said.
Voss manages to get surgery with new plan
After days of searching and fighting, Voss finally found a new health insurance plan that covered her surgery and accepted her previous deductible. She said she enrolled in the plan on August 31, just hours before the deadline.
She said she was able to keep her surgery date of September 1, but had to pay some additional out-of-pocket expenses for anesthesia and other services that were not covered by her new plan. She said she also had to deal with a lot of stress and anxiety before and after the surgery.
“I was so nervous that something was going to go wrong,” Voss said.
She said she is now recovering from the surgery and feeling better physically, but still frustrated and angry about the situation. She said she wants to hold Friday Health Plans and the state accountable for their actions and lack of communication.
“I want them to hear this story and to know that there’s real people behind these decisions,” Voss said.
State says it tried to protect consumers
A spokesperson for the Colorado Division of Insurance said the state tried to protect consumers from the financial instability of Friday Health Plans and ensure they had access to alternative options.
The spokesperson said the state initially hoped that Friday Health Plans could continue operating until the end of the year, but received new information in August that showed the company was in worse shape than expected and that many health care providers were refusing to treat its members.
The spokesperson said the state then decided to terminate Friday Health Plans’ policies as of August 31 and notify its members as soon as possible. The spokesperson said the state also worked with Connect for Health Colorado to extend the enrollment period for affected consumers until September 30 and provide them with financial assistance and customer support.
The spokesperson said at least 78% of Friday Health Plans members re-enrolled through Connect for Health Colorado by September 13, but did not specify how many people that was. The spokesperson said the state is still working to help those who have not yet found a new plan.
The spokesperson also said the state is investigating Friday Health Plans’ financial situation and will take appropriate actions if any violations are found.