Home > Complaint Data Reports > Profile Covered California

​​​Consumer Assistance at Covered California

Covered California is the state’s health insurance marketplace where you can apply for health plans. You also may qualify for tax credits to help pay your insurance premiums.

  • Open enrollment is happening now for 2022 coverage.  Shop for a new Covered California plan. Or renew your coverage if you already were enrolled in a Covered California plan.
  • If you are eligible for Medi-Cal, you can sign up at any time of the year.
  • Usually if the ​open enrollment period is closed and you have not experienced a qualifying event, the next time you can sign up for a Covered California plan would be during the next open enrollment period. Qualifying events include the loss of health coverage through a job, the birth of a child, or other life-changing events.

Covered California Service Center

Main Phone Number: 1-800-300-1506


Other Phone Numbers:
Arabic  1-800-826-6317
Հայերեն (Armenian)  1-800-996-1009
中文 (Chinese) 1-800-300-1533
Farsi  1-800-921-8879
Hmoob (Hmong)  1-800-771-2156
Khmer  1-800-906-8528
한국어 (Korean)  1-800-738-9116
Lao  1-800-357-7976
ру́сский (Russian)  1-800-778-7695
Español (Spanish) 1-800-300-0213
Tagalog 1-800-983-8816
Tiếng Việt (Vietnamese) 1-800-652-9528

Hours of operation: Monday-Friday, 8:00 a.m. – 6:00 p.m. (except state holidays)
Extended hours during peak season (open until 8:00 p.m. during the week and 8:00 a.m. tp 6:00 p.m. on Saturday)

Website: www.coveredca.com

Complaint Data Highlights

The highlights below are based on information Covered California reported to OPA about its consumer assistance service center and about its 2018 State Fair Hearings. State Fair Hearings conducted by the California Department of Social Services (CDSS) are an avenue for Covered California members and applicants to appeal decisions about eligibility and enrollment. More details can be found in the Covered California section of the full Annual Complaint Data Report.

Consumer assistance volume in 2019: 5,035,104 phone calls and other contacts

Complaint volume in 2019: 9,958 (including 2,654 formal State Fair Hearings conducted by CDSS and 7,304 hearing requests resolved informally by Covered California)

Complaint review time in 2019:

39 days on average overall, 68 days on average for a formal State Fair Hearing

Complaint review times ranged from 0-385 days.

  • Most State Fair Hearings must be conducted no later than 90 days from the date the hearing request was filed.
  • CDSS refers some hearing requests to Covered California for resolution instead of conducting a formal hearing with an Administrative Law Judge. These complaints usually have a faster resolution process than the formal hearing process.
  • There is a faster hearing process for certain appeals involving consumers with urgent clinical issues.

Reasons for complaints:

  1. Denial of Coverage (63% of complaints)
  2. Eligibility Determination (31%)
  3. Cancellation (6%)

Top results of the complaint review:

  1. Complaint Withdrawn (73% of complaints)
  2. Compromise Settlement/Resolution (11%)
  3. No Action Requested/Required (8%)
  4. Covered California Position Substantiated (5%)
  5. Covered California Position Overturned (3%)