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Unfortunately, I think you may to find out if they are in the US legally. No, having an ITIN does not necessarily mean they are in the US legally.
One thing you may want to try is to determine if they qualify for any other exemption, such as the 'not affordable' exemption.
Otherwise, you need to ask if they have any visas or Green Cards. If they don't have either, they would not be legal, and would therefore qualify for exemption code "C". Immediately before you ask, you may want to assure them that this is only for tax purposes, and that you have no connection with immigration, and that anything reported on the tax return does not automatically get reported to immigration (however, if immigration asks the IRS for specific information about a specific person, the IRS will give out that information).
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Yes, H&R Block was either treating them as Nonresident Aliens or as illegal aliens.
Yeah, I agree, it is crazy that they make tax preparers be the health insurance police.
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"Affordable" Health care act, right?