It’s been a busy AEP. Now, it’s important to carve out time to circle back on the enrollments you have already submitted.
Double-check all submitted applications for accuracy. Do not assume that everything processed without any problems. Confirm receipt with your carriers. Check for issues that would cause an application to pend, such as incorrect or incomplete information. Confirm that you are listed as the Agent of Record (AOR). This is vital for your commission payouts. Follow up immediately on any outstanding issues. The more quickly you act, the easier it will be to correct the problem.
- Make sure SOAs are completed with all required information. CMS regulations require both paper and electronic SOAs to be kept for 10 years.
- Secure call recordings and make sure they are stored in a HIPAA compliant manner. CMS also requires call recordings to be kept for 10 years.
Remember that enrollees with discontinued plans have until December 31 to make their coverage decision. This gives you an additional window of time for these enrollees beyond the traditional AEP enrollment deadline of December 7.
Update Your CRM
Confirm and update each client’s personal information, including contact details and preferred communication method. Log detailed notes from client meetings, as well as phone calls and emails. Track carrier and plan information, including the plan name and date of enrollment. Include how the client enrolled (electronic or paper) and include the application confirmation number. Track your lead source for each client so you can determine which marketing efforts were most effective. The more complete your notes are, the easier it will be to manage your book of business and service your clients.
Reach Out to Say Thank You and Prepare Your Clients for 2026
Be sure to send thank you notes either electronically or by mail to express appreciation for your clients’ business. Make sure you include your contact information, so clients know how to reach you. If you are using traditional mail, you can include a few business cards and encourage your clients to share them with family and friends.
Remind your clients that they should be receiving their new ID cards. They should check to make sure the card accurately reflects the plan they enrolled in. Remind them to give their new card to their doctors and pharmacy in January. Encourage them to set up an online account with their insurer where they can access their plan information, view their claims, find their plan’s provider search tool and drug formulary. You want to do everything you can to ensure a smooth transition for January.
Preparing for January
Start to think about your strategy for checking in with clients in January. They may have a specific benefit question or need an overall refresher on their plan. Many times, enrollees feel overwhelmed with information during AEP. Some plan details might be unclear or even forgotten, including supplemental benefits such as vision, dental, hearing, and gym benefits. When they thoroughly understand their coverage, they can maximize their benefits and minimize their out-of-pocket costs. They will appreciate your outreach.
Remember, you cannot market or solicit changes during Medicare’s Open Enrollment Period, January 1 through March 31, but if your clients reach out to you early next year with concerns about having the right plan, you can help them find new coverage if needed.
Don’t forget about cross-selling opportunities. You’ve had a lot of conversations with many clients during AEP, and you may have identified some important gaps in their coverage. January will be a good time to initiate follow-up meetings to discuss ancillary products that fit their needs.
The dedicated team at Western Asset Protection is here to support you throughout AEP and the coming year. Contact us today.