For the past three days, I’ve been trying to get access to a document sent to my uncle through the portal for his health insurance company, Healthfirst in New York. It is, frankly, a terrible portal which has lots of problems, including the fact that I can’t access any of my uncle’s claims through the portal, a problem which I have reported to Healthfirst repeatedly to no effect.
I am able to download most of my uncle’s documents (though not claims!) through the portal, but there is one particular document, an important one which was sent to him recently, which will not download.
I had an online chat conversation with Healthfirst when it failed to download the day it was sent, and they told me to try again later. That was (of course) a lie. When it still wouldn’t download a couple days later, I initiated another online chat. The transcript of that absurd 20-minute chat is reproduced below.
Healthfirst
Welcome to the Member Services Chat! To protect your personal information, please do not enter sensitive details about your health, bank or credit card details in chat. Please do not leave this screen or your session will end.
Healthfirst
How can we help you today? Please type your response below.
There is a letter in the “forms and documents” section of your website to me with document type “AG Decision Letter” dated December 24, 2025 which I am unable to download.
Healthfirst
Thank you for responding. An agent will join shortly. If your contact information changed in the last 30 days, please notify your Service Agent. If chat disconnects, feel free to reconnect for assistance.
I am able to download every other document on this page.
Tamara
Hi, NAME. Thank you for being a Healthfirst member. My name is Tamara, and I’m happy to help you today.
When I look at the developer console I see that your website is returning errors for this particular document.
I need you to fix whatever is wrong with your website so that I can download this document.
Or tell me how I can get access to it.
Tamara
I’m sorry to hear that happened. Let me look into it for you. It’s my pleasure to help you! Please allow me a moment to look into that for you.
It is unacceptable that this document is completely inaccessible to me because I have opted for paperless (which saves YOU money) and yet something on your website is preventing me from downloading the document.
Tamara
Thank you for waiting. via web portal myhfny.org , I will recommend please use chrome browser and clear cookies log out and log back in to further assist
I have done all that already.
Please do not waste my time.
I have tried with three different browsers including Chrome.
I have tried clearing my cookies and cache.
None of this has helped.
The problem is on your server not in my browser.
Tamara
Thank you! Please allow me a moment to look into that for you. confirming website to further assist
Tamara
Thank you for waiting. We apologize for any inconvenience, as we are aware of the system issue and are working diligently on fixing it.
Tamara
Is there anything else that we can help you with today? Are you still there?
That’s what I was told two days ago when I asked about this.
That is not useful.
Frankly, I don’t believe you.
I need access to this document now. How do I get it?
The information in this document impacts my care, now. There are legal time limits for appeals and such. Every delay in access to this information impacts my health negatively.
Tamara
Thank you! one moment
Tamara
Thank you for waiting. Are you still there?
Yes.
Tamara
Thank you! Log in to the Member Portal at www.MyHFNY.org. , Go to “Forms and Documents”:
• You can access this by clicking on Account Settings and then selecting Forms and Documents,
• Or, use the “View Forms and Documents” quick link.
• The Forms and Documents link may also appear under the Coverage & Benefits tab.
Open the “Plan Communications/Document Center” tab (also called the Document Center). Find your document: View or Download: Click the document name to open it, or click the Download icon to save a copy to further assist
Tamara
Is there anything else that we can help you with today?
please wait a moment
Tamara
Thank you!
I don’t understand why you sent me those instructions.
The instructions you just sent are exactly the instructions THAT ARE NOT WORKING.
I CANNOT DOWNLOAD THE DOCUMENT FROM YOUR WEBSITE.
Telling me how to download the document from your website when I’ve already told you it’s not working is not helpful.
Tamara
Thank you! We apologize for any inconvenience, as we’re having system issue and are working diligently on fixing it.
You already said that.
What is your problem.
Tamara
I will forward to support to further assist
Stop going in circles and tell me how to get access to this document.
I don’t know what “I will forward to support to further assist” means. Does that mean you are transferring this chat to someone else? Does that mean you are sending a message to some other department and they will reach out to me via phone or something? What does that mean?
Tamara
Thank you for waiting. I have forwarded to support to further assist We apologize for any inconvenience, Is there anything else that we can help you with today?
Again: I do not know what “I have forwarded to support to further assist” means.
What happens next?
When will I hear from someone about this, and how?
It’s funny that you ask “Is there anything else that we can help you with today” when you haven’t actually helped me with anything.
Tamara
kindly allow time for support as we’re having technical issues to further assist
Jesus.
You still haven’t answered my question.
WHAT DOES THAT MEAN?
HOW will I hear from support? WHEN will I hear from support?
Tamara
kindly allow time for support as you may here from today We apologize for any inconvenience
Tamara
Is there anything else that we can help you with today? Are you still there?
Again: you still have not answered my question.
How will “support” contact me?
Email? Phone?
Tamara
telephone number on file
