If the medical insurance premiums were paid out of pocket, the expenses are deductible. You must deduct any reimbursements for payments from a third party. For the 2019 tax return, medical and dental expenses are deductible that exceed 7.5% of your income.
Do you mean that you were not allowed to enter the cost of premiums? The software would not accept the entry?
The software says “Did you spend more than (7.5% of your) medical expenses in 2019?” Did your total medical expenses not exceed 7.5% of your income?
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