On May 9, 2022 CMS put into place the following rules for marketing and communications with regard to offering Medicare Advantage and Prescription Drug Plans for 2023. 

When marketing Medicare Advantage and Prescription Drug Plans the following language must include:

​“We do not offer every plan available in your area. Any information we provide is limited to those plans we do offer in your area. Please contact Medicare.gov or 1-800-MEDICARE to get information on all of your options.”

The message above must be: 

• Verbally conveyed within the first minute of a sales call.
• Electronically conveyed when communicating with a beneficiary through email, online chat, or other electronic means of communication.
• Prominently displayed on agent/agency websites and in email signatures.
• Included in any marketing materials, print materials and advertising.

If you're using marketing materials this AEP be sure to update them or request marketing materials from us with the disclaimer above. It's crucial to be compliant and be sure to follow the rules put forth by CMS.
​
You are NOT required to use the disclaimer when meeting with a Medicare beneficiary in person, if you only sell plans on behalf of one carrier, OR if you sell plans on behalf of more than one carrier and you sell ALL commercially available MA or PDP plans in a given service area. Additionally, it's always best to include “Not connected with or endorsed by the United States government or the federal Medicare program.” on any marketing materials you use.

Learn more about the CMS Communications & Marketing Guidelines. 
Download the Agent Dos & Dont's from CMS.

Additionally, recording of all phone interactions between agents and consumers discussing MA and PDP must take place and recordings must be stored for 10 years. You should record ALL calls in their entirety beginning on October 1, 2022.

​You must record all your calls with every beneficiary in their entirety. This includes all inbound and outbound calls including lead generation, marketing and the enrollment process. If you call an existing client or receive a call from an existing client and you believe that the call may lead to enrollment, then you should record the call from the outset. This can include: lead generation, marketing, discussing different plans, mid-year reviews, Medicare educational discussions on options, annual check-ins, or any other topic that involves the selling/enrollment of a Medicare Advantage or Prescription Drug plan.

Many states require that consumers be notified that their call is being recorded. As a best practice you should tell the consumer at the start of each call that the call is being recorded and explain to them why the Centers for Medicare & Medicaid Services has put this rule into effect. Make sure the notification is documented on the recording. If a consumer stays on the line, they have consented to the recorded call. If they don't wish to be recorded, then it's best to politely end the conversation.

Example:
“I understand that you may not wish to be recorded; however, new government regulations require certain calls with Medicare beneficiaries be recorded. In order for me to my due diligence and be compliant I must get your permission to record our conversation. The purpose of this rule is to ensure that the information that I give you is accurate.”
​
​Read more about the CMS rule here...​

New call recording capabilities will be available in MedicareCENTER and will include the following:

• Inbound call recording, store and download solutions
• Outbound call recording, store and download solutions
• Call recordings storing for 10 years, as required by CMS
• CMS-required scripting for the beginning of each prospect call

What else can you do in MedicareCENTER ​?

• Medicare Supplement quoting and enrollment
• Medicare Advantage quoting and enrollment
• Prescription Drug plan quoting and enrollment
• Maintain client information, tasks and follow-ups
• Get access to training modules and sales tips
• Lead generation

By utilizing our MedicareCENTER, you will be compliant and will have access to all of your clients' information. To learn more and get registered for MedicareCENTER, please visit our MedicareCENTER page.

Should you choose to use a different vendor for your call recording, please keep in mind that you are responsible for entering into an agreement with that vendor and paying for their service.

If you have questions about this CMS rule, please reach out to us for further information.

By Carolyn Portanova

You just got your Health and Life insurance licenses and now you're ready to start selling! But before you can leap into the world of insurance, you need to find a partner who will be there to work with you and support you. So, who is the best FMO? Well that depends upon what you're looking for. We'll go through the highlights of what you should look for and why you need to partner with one. 

An Insurance Marketing Organization or FMO (Field Marketing Organization) is the liaison between you and the insurance carriers you wish to contract with. Unless you decide to become a captive (career) agent with one insurance company, you have to go through an FMO to get contracted with different carriers. By doing so, you have the ability to work with as many carriers as you like and offer your clients an array of insurance products.

There are endless possibilities when it comes to partnering with an FMO, but some important things you want to consider before placing all your contracts with one organization are: longevity in the industry, selection of carriers and products, commission structure, education and training, marketing and sales support, lead generation and finally back office support.

It's easy to Google "best FMO" and have a list of agencies come up, but to determine which one will be the best fit for you depends upon several things. And when you're vetting which FMO meets your needs be sure to get answers to the questions below.

• Be sure to ask specifically what level contract you'll be getting, if you're 100% vested and get your commissions paid directly by the carrier.
• Ask if they provide you with ways to get prospects and leads. If so, are they free or does the cost come out of your compensation?
• Ask if they offer assistance with marketing. Do they help you with social media, do they give assistance with websites, do they offer email campaign help? Do they work with you on branding, logo design, customized marketing pieces?
• Be sure to ask what type of self-service quoting tools they offer. Do they have apps to run quotes anywhere at anytime?
• Do they offer a CRM to manage your clients?
• Most importantly ask what type of communication they offer with their agents. Many FMOs will lure you in the door, but then once you're contracted, you're left out on your own to grow your business. You want to be sure to partner with an agency who believes in relationships. The insurance industry is a relationship business and that relationship is not just between you and your clients, but between you and your FMO as well.
• Ask about their terms if you need a release, should you decide to move your contracts elsewhere.
• Inquire as to what states they represent and if you can write business in multiple states if need be.
• Ask about ongoing training and education. Do they offer ways to help you learn and get certified for other products?
• Ask about Errors & Omissions coverage. This is insurance you should get to protect yourself in the event an application is submitted incorrectly.
• Ask about the contracting process. Is it done online and is it easy to add contracts with multiple carriers?

Selling insurance products and assisting Americans with their insurance needs can be highly rewarding. After all, everyone needs insurance. When you partner with an organization that wants you to succeed, you're headed on a path for success. Do your research and be sure you get a good feeling about the organization before committing. The right FMO will fuel you with all the tools and resources you need to have a rewarding and profitable career.

By Carolyn Portanova

The new normal is something out of a George Orwell novel, or so it seems. The vast majority of the population are donning face masks as they scurry in and out of businesses and are spending an exorbitant amount of time at home and on their devices. It's a strange, new world we live in, and in order to continue to grow in the insurance industry, it's important to utilize the digital world to its full potential. Below we'll cover some important tools you should be using in order to keep your business connected and growing during these challenging times.

In a relationship business where the idea of meeting face to face is no longer feasible, it's important to utilize video chat and messaging tools to keep in touch with existing clients (if you aren't already doing so). You've worked hard to establish good working relationships with your clients and you don't want those to fade away now that you can no longer meet in person. There are so many communication tools that work easily and well and the best part...they're free. Zoom is one of the most popular video tools out there, but Skype, Google Meet and FaceTime are very user-friendly and they all get the job done well. (And FaceTime isn't just for mobile devices, if you have a Mac, you can use FaceTime with your clients on their Macs or their Apple mobile devices.)

Your older clients have adapted and have learned how to use the online world to feel connected. They know how to order groceries and takeout online, they now communicate with family members and attend church digitally. They access Telehealth resources and meet with their physicians via video chat. They get their prescriptions filled online and delivered to their homes. They've learned to embrace technology out of necessity and without technology they would feel lost. It's important to remember that your clients need to hear from you, and by embracing these tools, it makes staying connected and conducting business easier than ever.

During these challenging times, it's important to have an updated website and a robust social media presence. 90% of consumers use the internet to find a local business and 82% of consumers read online reviews before they decide to do business with someone. If your website doesn't reflect current information and you have no online reviews, consumers will move on to the next insurance agent in their Google search. An online presence is absolutely critical now more than ever. Your existing clients will benefit as well. If they have questions and can find the answers on your website, that's one less phone call they have to make. Your website and online reviews reflect your business, so you want to be sure your online advertising is an accurate representation of your services and your reputation.

Email marketing is not dead and it's a fantastic way to let your clients know you're thinking about them. There are numerous email marketing providers out there and Mailchimp is one of the most popular services. They offer a free version for small businesses which will allow you to upload up to 2,000 contacts, give you access to their content studio, numerous pre-built templates and even automation. Sending out informative pieces or updating your clients about important news is made easy with a service like Mailchimp. Constant Contact is another robust email marketing service that bases pricing on the number of contacts you upload to their system. You'll get access to marketing automation, mobile-ready templates, reporting and many other features.

The beauty of technology is that it allows for so many things to get done faster. This includes submitting applications, receiving payments and getting answers to questions. When you submit your business online and stop the dated paper applications, your underwriting gets approved more quickly, which means your policies get approved faster, which in turn means you get paid faster. It may seem daunting at first to make the switch from submitting paper applications and doing things the old fashioned way, but when you submit a few e-Apps, you'll get the hang of it in no time...and wonder why you haven't been doing business this way sooner. The electronic application also ensures you complete the app properly. It reduces the possibility for errors and omissions and it frees up your time to work with even more clients. Your clients can sign their applications digitally and get their policies faster than ever. Hands down, it's just a win/win for everyone.

The concept of social distancing isn't something that normally comes to mind when one thinks of the insurance industry. It's tried and true ways of meeting face-to-face for decades across from the kitchen table or in the client's living room is now a thing of the not-so-distant past. However, with this new normal, it's important to realize that business doesn't have to grind to a screeching halt. By implementing the use of technology in your every day business life you'll find you're actually better equipped to manage and even grow your business. How long this will be our new normal is very uncertain as COVID-19 rates continue to climb, but one thing is for certain, technology will continue to keep us connected and will be our best resource for accomplishing all that we need to in order to thrive.

By Carolyn Portanova

1. Professionalism is at the top of the list. You have one time to make a first impression. If you blow it, that's on you. Dressing the part, speaking intelligently and avoiding slang or industry jargon will lend itself well to gleaning more clients. The first step to having your clients entrust you with their future insurance needs is to act accordingly. Would you buy insurance from yourself? Trust is huge when it comes to purchasing insurance and financial products. 

2. Knowledge is next. If you don't know what you're selling, how do you expect your clients to purchase from you? Study your insurance products and understand what benefits they provide for your clients. If you don't know the answer, simply tell your client you'll research the answer and will get back to them. On the flip side, you don't want to come across as a "know-it-all" and overwhelm your clients with non-essential information. Moderation is key.

3. Technology is on deck for number three. If you aren't technologically savvy and struggle with basic web navigation and software, then it's time to bone up on those skills. Successful insurance agents today submit their business electronically and monitor their business online. They also run quotes and illustrations for clients online at any time of day or night. Everything you need to be successful in insurance is online. 

4. Marketing is number four on the list. Carriers will provide you with consumer-facing materials, but at the end of the day, it's up to you to market yourself and your agency. You are your own brand, and you must convey your professionalism (see tip #1) via your email address and online presence. That means ditching the Yahoo email account and purchasing a domain (they're incredibly economical) and doing business with a verified business email address. And while we're talking about online presence, having a website or at the very least a landing page or micro site, is prudent. Many agents get a way with just having a facebook business page and their LinkedIn profiles, but if you can afford a small website to direct your clients to, you're on your way to a successful career.

5. Listening is imperative. You can spiel about the importance of insurance all you want, but if you don't listen to your clients and their needs, you're shooting yourself in the foot. Listening is half of selling. You need to create solutions for your clients and since they can't pick up a Medicare Supplement or Life Insurance policy in their hands and have a tangible product to identify with, it's up to you to listen and then relay the benefits of the solution you create for them,

6. Attention to details. Paying attention to yourself is imperative, whether it be in meetings, how you speak to your clients, how you respond to emails or voicemails. Paying attention to how you conduct your business will go a long way in helping you correct your mistakes and becoming more versed in this industry.

7. Digging deep. That's right. Selling insurance is not for the faint of heart. It takes dedication, commitment and hard work. Yes, you're your own boss, but with that comes accountability. It's up to you to monitor your business, market yourself, bring on new clients, set goals for future growth, make time for continuing education and taking care of your existing clients. 

8. Connected is up next. Being involved in your community, networking and having a social presence is paramount. You don't have to be the town mayor, but you do need to be social. Reach out to your clients, follow up with them, let them know about new products and find out how they're doing. Life is not static. It's up to you keep up with the pace and be socially aware.

9. Receiving advice is important. If you have a mentor or someone you value who works in the insurance industry and can impart knowledge and tips, then listen and take advantage of their wisdom. We all know we learn best by actually "doing", but when you can learn from someone who is successful in this business, why wouldn't you?

10. Patience. Lastly, we must address the elephant in the room. Success doesn't happen overnight. If it did, we'd all be jumping on the next bus to Money Town. Remember that hard work and dedication DO pay off and every year you should see incremental growth. If you're not, then you need to unearth why you're not growing and what's contributing to your lack of success. Each day is a new day to call prospective clients, learn about a new product and grow your business by thinking forward. If you take the time to invest in yourself, you will undoubtedly be a successful insurance agent.

​By Carolyn Portanova

No one plans for a tragedy to strike...

...but if one should, having Disability Insurance ensures your clients are covered, allowing them to focus on their road to recovery, while having the means to pay the bills. May is Disability Insurance Awareness month. It's the perfect time to open up the conversation about having disability income.

​​Speaking to your clients about DI (Disability Income/Disability Insurance) is a conversation worth having. Having insurance that insures the beneficiary's earned income will be provided should they become disabled not only gives one peace of mind, it's just good common sense. Nearly 18.5% of Americans currently live with a disability. One out of every four Americans will suffer a disabling injury before retirement. Statistics like these are hard to ignore.

Life Happens poses this question:
"Without your paycheck, how long would you be able to make your mortgage or rent payment, buy groceries or pay your credit card bills without feeling the pinch?"

"If you’re like most, it wouldn’t be long at all: 7 in 10 working Americans couldn’t make it a month before financial difficulties would set in, and one in four would have problems immediately, according to a Life Happens survey.¹"

¹”What Do You Know About Disability Insurance” survey, Life Happens, 2018

By Carolyn Portanova