An acquaintance investigating health insurance pricing through the website of HealthSource RI—Rhode Island’s health benefits exchange under the Affordable Care Act (ACA; ObamaCare)—became caught in one of those torturous loops people encounter on the Internet from time to time, whether by user error or a technical glitch. The various forms on the site just would not work for him.

After two-and-a-half hours on hold waiting to interact with a human being through that old-fashioned device, the telephone, the clock ran out on HealthSource’s business hours, and not wanting to remain on hold over night, he hung up and emailed his friends in frustration.

Recent news coverage makes clear that his was not a unique experience.

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