Our goal today is to help you prepare for the upcoming Annual Enrollment Period by walking through a practical checklist of items we want to make sure are on your radar and completed ahead of time. Ideally, this preparation happens before our Medicare Connections Conference so that you feel confident, organized, and ready to go as AEP begins.

We know there have been a lot of questions surrounding recent compliance changes, which is why Karen is joining us today. She’ll be walking through those updates in detail. Please note that this webinar is being recorded and will be available on our calendar afterward, so you can reference it later or watch it at your convenience if you need to step away for a call or a client.

On your screen, you’ll see a chat box and a Q&A section. We won’t be using polls today, but Karen has worked with our marketing team to put together some helpful handouts that you can download and save. With that, let’s get started.

I’ll begin by turning things over to Karen to cover the compliance updates.

Compliance Updates
Last year, CMS really threw us a curveball with call recording requirements. This year, while the changes are still significant, they’re not quite as aggressive. I want to focus on the major updates you need to be aware of heading into the 2024 AEP.

If you sold Medicare prior to 2018, some of these rules may feel familiar. Educational events, for example, remain educational only. You are not permitted to discuss plan benefits at these events. When marketing an educational event, it must clearly state that it is for educational purposes only and that no carrier-specific benefits will be discussed. These events do not need to be filed with CMS or the carriers.

One of the new changes for 2024 is that you may not conduct a sales event within 12 hours of an educational event if it’s held at the same location. Additionally, while in prior years you were allowed to collect Scope of Appointment forms and schedule marketing appointments during educational events, that will no longer be allowed for 2024. You may, however, collect business reply cards or permission-to-contact cards if the beneficiary requests them.

When it comes to marketing materials, anything that references carrier names, plan benefits, or premiums must be approved by the carrier and then approved by CMS. Most agents do not create these materials themselves, which is why our best advice is to use carrier-approved pieces. They’ve already done the compliance work for you.

Rather than marketing carriers and benefits, we strongly recommend marketing yourself. The carrier an agent offers is often the same carrier offered by the agent down the street. What differentiates you is your service, your expertise, and your role as a trusted local Medicare resource.

The Scope of Appointment rule is another important change. CMS is reinstating the 48-hour rule. This means that prior to meeting with a beneficiary, the Scope of Appointment must be signed at least 48 hours before the appointment. There are two exceptions. The first is for true walk-in appointments. If someone walks into your office without a prior appointment and asks to speak with you, you may complete the Scope and proceed with the meeting. The second exception applies during the last four days of an enrollment period, not the end of the month, but the actual enrollment window.

Scopes are valid for 12 months, but only for one enrollment period. For example, if you obtain a Scope during someone’s Initial Enrollment Period and submit an application, you will need a new Scope if that same client returns during AEP. However, if you obtain a Scope during an IEP and do not enroll the client, that Scope may be used during AEP as long as it remains within the 12-month window.

Using the Medicare name or logo continues to require CMS approval. If your business name includes “Medicare,” we strongly suggest considering a name change. While CMS has not issued fines yet, it’s best to be proactive.

Door knocking remains prohibited. A business reply card or permission-to-contact card does not authorize you to visit someone’s home. You may only conduct in-home appointments if they are pre-scheduled.

Call recording requirements have eased slightly. Beginning September 30, only sales and enrollment calls must be recorded. Appointment-setting calls or service calls do not require recording. However, Zoom and FaceTime calls must have the audio recorded. If you prefer to record all calls and have the client’s permission, you may continue to do so.

One of the biggest changes this year is the new disclaimer requirement. Any marketing materials that include carrier-specific information must include the CMS disclaimer. This disclaimer must also be stated within the first 60 seconds of sales and enrollment calls and displayed on client-facing websites. If you’re sending general AEP reminder letters that market you and not specific plans, the disclaimer is not required.

The disclaimer must now include State Health Insurance Assistance Program information and must disclose the number of plans and carriers you represent. MedicareNOW will display this information for you during appointments. For websites or broad marketing campaigns, CMS guidance is still evolving, and we expect further clarification soon.

Karen remained available throughout the webinar to answer questions and clarify scenarios, including walk-in appointments, Scope timing, and appropriate use of Medicare terminology.

Agent Preparation and Certifications
Samantha then walked through AEP preparation, beginning with AHIP. The 2024 AHIP is already available and counts toward the remainder of the 2023 selling season. There is no standalone promo code, but discounted pricing is available through participating carrier portals such as Aetna, Humana, UnitedHealthcare, and others.

Gemini Elite partners are eligible for reimbursement upon submitting their receipt and completion certificate. Carrier certification links are updated regularly on our website under the AEP Resources section, along with notes indicating which certifications allow selling for the remainder of 2023.

Agents are encouraged to complete certifications as they are released to ensure readiness for October 15. Certification status can be viewed through the My URL Agent Center, where contracts and readiness indicators are displayed.

Tools and Resources
Agents have 24/7 access to resources on our website, including event calendars, recorded webinars, training materials, quick reference guides, underwriting guides, submission instructions, and carrier support contacts.

MedicareNOW was highlighted as a critical tool for quoting, enrollment, document storage, call recording, eScope collection, and prescription comparisons. The platform allows comparison of multiple plans and pharmacies, integrates with MyMedicare.gov, and provides off-formulary alternatives and Special Needs Plan filters.

Beginning October 1, agents will be able to toggle between 2023 and 2024 plans within MedicareNOW, a major improvement over previous years. Some carriers will also begin providing application status updates directly within the system.

 
Marketing and Growth Strategies

As AEP approaches, agents are strongly encouraged to send pre-AEP retention letters in late September. Clients will be receiving Annual Notice of Change letters and may feel confused or concerned. Proactive communication reinforces your role as their agent and opens the door for referrals.

Educational seminars remain one of the most effective AEP strategies. Hosting sessions at libraries, diners, hotels, or local offices creates opportunities for group education and referrals. Personalized letters continue to offer strong returns due to their low cost and personal touch.

Building your brand locally is essential. Focus on saturating your immediate community before expanding geographically. Partner with local businesses to distribute low-cost branded items such as coasters, cleaning cloths, or coffee cups. Branding yourself rather than carriers strengthens name recognition and trust.

Social media continues to be a powerful tool, particularly Facebook and YouTube. Seniors are increasingly consuming video content, and short, educational videos position you as a trusted expert. A future webinar will focus specifically on Facebook advertising strategies.

Commission Overview
Commission structures were also reviewed. Only individuals who are brand new to Medicare qualify for full new-enrollment commissions. Any client previously enrolled in a Medicare plan, including PDPs or Med Supps, is considered a renewal. New-to-Medicare commissions are paid as lump sums, while renewals are paid monthly.

Rapid disenrollments occur when a client does not remain on a plan for at least three months, resulting in commission retraction. Commission statements for local carriers are available through My URL, while national carriers require accessing their individual agent portals.

Additional Updates and Conference Invitation
Updates included reminders about state-specific rules such as birthday rules for Med Supp plans and new guaranteed issue rights for individuals losing Medicaid eligibility. Agents were also advised to avoid enrolling new clients in plans exiting the market, such as certain Aetna Med Supp offerings in Pennsylvania.

The webinar concluded with an invitation to attend the Medicare Connections Conference, celebrating URL’s 10-year anniversary. The event will feature carrier partners, marketing insights, Social Security education, the launch of Power Sales University, and special giveaways.

Karen closed by answering final compliance questions and reminding agents to rely on official CMS guidance rather than speculation circulating on social media. While the regulatory environment continues to evolve, URL remains committed to supporting agents through education, tools, and compliance guidance.

Thank you again for your time, your partnership, and your continued trust in URL. We look forward to seeing you at the conference and supporting you throughout AEP.