During the initial roll out of the affordable care act, millions were confused about navigating the website, and once they had managed to finish an application, there was even more confusion in choosing a health care plan. Calling the Marketplace was a complete debacle. You could call back 3 times get 3 different answers to your question.
Since they are not insurance agents, navigators have no legal ability to explain or give advice about insurance plans. Insurance agents and brokers had to jump through many hoops to become certified for the exchanges and are far more knowledgeable than navigators.
I propose the administration begin an effort now to hire licensed, bonded and insured Agents and Brokers to staff the Marketplace and Navigator positions for the upcoming open enrollment.