marketplace open enrollment wrap up and tips to assist clients … · 2018-01-25 · marketplace...
TRANSCRIPT
Marketplace Open Enrollment Wrap Up and Tips to Assist Clients to Stay Enrolled
January 18, 2018
Centers for Medicare & Medicaid Services (CMS) Center for Consumer Information & Insurance Oversight (CCIIO)
Disclaimer
The information provided in this presentation is intended only as a general informal summary of technical legal standards. It is not intended to take the place of the statutes, regulations, and formal policy guidance that it is based upon. This presentation summarizes current policy and operations as of the date it was presented. Links to certain source documents have been provided for your reference. We encourage audience members to refer to the applicable statutes, regulations, and other interpretive materials for complete and current information about the requirements that apply to them. This document generally is not intended for use in the State - based Marketplaces (SBMs) that do not use HealthCare.gov for eligibility and enrollment. Please review the guidance on our Agents and Brokers Resources webpage (http://go.cms.gov/CCIIOAB
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) and Marketplace.CMS.gov to learn more. Unless indicated otherwise, the general references to “Marketplace” in the presentation only includes Federally - facilitated Marketplaces (FFMs) and State - based Marketplaces on the Federal Platform (SBM - FPs). This communication was printed, published, or produced and disseminated at U.S. taxpayer expense.
Webinar Agenda
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Summary of Plan Year 2018 Open Enrollment Metrics
Key Areas for Ongoing Agent/Broker Assistance to Clients
Pay Premiums to Effectuate Coverage
Resolve Data Matching Issues ( DMIs )
Regain Eligibility for Advance Payments of the Premium Tax Credit (APTC) Lost for Plan Year 2018
Special Enrollment Period (SEP) Enrollments and Change in Circumstance Reporting
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Other Marketplace Updates
Questions and Answers
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Marketplace Open Enrollment Wrap Up and Tips to Assist Clients to Stay Enrolled
Summary of Plan Year 2018
Open Enrollment
Metrics
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Plan Year 2018 Open Enrollment Highlights
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Total Marketplace Enrollments* 8,743,642
New Enrollments** 2,460,431
Renewals** 6,283,211
* Medical plan enrollments for FFM and SBM - FPs **New Enrollment: A consumer is considered to be a new consumer if he or she did not have 2017 Marketplace coverage through December 31, 2017 and had a 2018 plan selection. Renewal: A consumer is considered to be a renewing consumer if he or she had 2017 Exchange coverage through December 31, 2017 and selected either the same plan or a new plan for 2018.
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49,347 agents and brokers registered for plan year 2018 as of January 4, 2018.
Agent - or broker - assisted enrollments accounted for 42% of total Marketplace enrollments for plan year 2018.
35% of agent - or broker - assisted enrollments originated from HealthCare.gov, while 39% came from Direct Enrollment.
Top 10 States for Agent - or Broker - Assisted Enrollments
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State Total Number of Enrollments
Number of Agent - or Broker - Assisted
Enrollments
Percentage of Agent - or Broker - Assisted Enrollments
Florida 1,716,680 1,105,162 64.4%
Utah 193,470 110,861 57.3%
South Carolina 215,136 112,006 52.1%
Nebraska 88,172 43,200 49.0%
Mississippi 83,564 40,441 48.4%
Michigan 291,733 136,061 46.6%
Georgia 479,404 207,819 43.3%
Oklahoma 140,017 60,656 43.3%
Texas 1,121,494 464,281 41.4%
South Dakota 29,496 12,148 41.2%
2018 HealthCare.gov Circle of Champions
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50.7% of active, registered agents and brokers qualified for the Circle of Champions.
There were 18,216 Circle of Champions qualifiers, of which
11, 512 were Standard level qualifiers (63%). 6,704 were Elite level qualifiers (37%).
Last email notification for 2018 Circle of Champions was sent on January 5.
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BADGE
* Number of completed active medical plan enrollments only; auto re - enrollments do not count.
HealthCare.gov Badge for 20-99 Enrollments*
or Elite Badge for 100+ Enrollments*
The percentage of Circle of Champions qualifiers among registered agents and brokers who assisted with enrollments is higher for plan year 2018 Open Enrollment than for plan year 2017 Open Enrollment.
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For plan year 2017, there were a total of 47,242 registered agents and brokers who assistedwith enrollments, of which 19,978 were Circle of Champions qualifiers (42.3%) with2,737,917 associated active enrollments (91.3% of total).
For plan year 2018, there were a total of 35,923 registered agents and brokers who assistedwith enrollments, of which 18,216 were Circle of Champions qualifiers (50.7%) with 2,707,802associated active enrollments (95.6% of total).
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Plan Year 2017
Circle of Champions Qualifiers
Other Agents/Brokers
42.3%
Plan Year 2018
Circle of Champions Qualifiers
Other Agents/Brokers
50.7%
HealthCare.gov Circle of Champions: Plan Year 2017/2018 Comparison
Help On Demand: Connecting Consumers with Registered Agents and Brokers
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Help On Demand is a new consumer assistance system launched this OpenEnrollment period that connects consumers seeking assistance withMarketplace - registered, state - licensed agents and brokers in their area who canprovide assistance with Marketplace plans and enrollments while the consumeris available.
5,514 agents and brokers have already signed up with BigWave Systems toparticipate in Help On Demand (12% of registered Marketplace agents andbrokers).
Help On Demand connected, on average, approximately 10 consumers with eachparticipating agent and broker throughout the Open Enrollment period.
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Find Local Help Enhancements for Plan Year 2018 Open Enrollment
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Feature Improvement
Marketplace Learning Management System (MLMS) Profile Options
• Added more options to FLH selections in the MLMS profile for users whochoose to display their contact information for all states in which they arelicensed
FLH Search Prominent • Moved the FLH search button to the HealthCare.gov “Get Coverage” page
New User Interface • Modernized the look and feel of FLH pages• Updated search capabilities• Removed filters from the left navigation bar and promoted them to the top of
the page to be more intuitive• Combined assisters, agents, and brokers into one set of search results• Changed display of search results to sort by distance from the address entered• Made the FLH pages mobile compatible for ease of navigation
Detail Card Updates • Updated to display the detailed card if the agent or broker is licensed in multiplestates*
• Provided option to download and save contact information for both the mobileand desktop versions of FLH
• Added time zones for hours of operation
*Based primarily on data from the National Insurance Producer Registry (NIPR). Agent must have an active license and health-related line of authority in each state to appear on FLH.
Find Local Help (FLH) is a tool available on HealthCare.gov that enables consumers and employers to search for a local, registered agent or broker to assist with Marketplace enrollment.
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Total FLH Users 555,755
New 279,035
Returning 276,720
Data reflects the period of November 1 through December 17, 2017.
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There were 7% more FLH users, 8% more FLH searches,and 165% more page views than for plan year 2017 OpenEnrollment.
More than half of FLH users were new.
Most users (34%) accessed FLH via a link in an emailmessage, while many others performed a search (25.4%)or accessed the FLH tool from HealthCare.gov (12.7%).
Find Local Help Metrics
Find Local Help Metrics (Continued)
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City, State Zip Code Events
1 Arlington, VA 22201 422
2 Katy, TX 77494 383
3 Port Arthur, TX 77640 356
4 Beaverton, OR 97006 333
5 Chicago, IL 60618 316
6 Marietta, GA 30067 306
7 Chicago, IL 60647 304
8 Pearland, TX 77584 304
9 Spring, TX 77379 298
10 McAllen, TX 78501 295
22.5% of users used the “Use My Location” search feature.
Top 10 Search Zip Codes
Data reflects the period of November 1 through December 17, 2017.
Marketplace Open Enrollment Wrap Up and Tips to Assist Clients to Stay Enrolled
Premium Payments to Effectuate
Coverage
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Consumers must pay their first month’s premium (“binder payment”) forenrollment to be effectuated.
The deadline for making the binder payment for enrollment to beeffectuated must be:
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No earlier than the coverage effective date.
No later than 30 calendar days from the coverage effective date.
Grace periods generally do not apply to the deadline an issuer sets for thepayment of a binder to effectuate coverage.
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NOTE: CMS has granted issuers flexibility to extend binder payment deadlines and grace periods for individuals affected by 2017 hurricane disasters. See details at
https://www.cms.gov/CCIIO/Resources/Regulations-and-Guidance/Downloads/2017-Hurricane-Disasters-Guidance.pdf.
Make Sure Your Clients Have Completed All Steps to Effectuate Plan Year 2018 Coverage
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Scenario 1
On December 15, 2017, Stephanie selects a plan.
She pays the binder payment fully or within the tolerance of an applicable premium payment threshold* by the deadline of January 1, 2018.
On January 1, 2018 Stephanie’s coverage starts.
*Qualified health plan (QHP) issuers may, at their option, effectuate an enrollment if the consumer makes apayment within a reasonable threshold of the total member responsible portion of the premium amount due(the suggested threshold percentage is equal to or greater than 95%).
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Scenario 2
On November 4, 2017, Nicholas selects a plan with a January 1, 2018 effective date.
He does not pay binder payment fully or within the tolerance of an applicable premium payment
threshold by the deadline of January 30, 2018.
His coverage is cancelled retroactively to January 1, 2018.
Consumers Who Owe Past-Due Plan Premiums
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Subject to state law, an issuer meeting certain requirements mayApply an individual’s binder payment made for new coverage to past - duepremiums owed to that issuer (or to an issuer in the same controlledgroup*) for coverage within the prior 12 months, andRefuse to effectuate the new coverage based on failure to pay the initialpremium payment.
Notice of premium payment policy: Issuers adopting this policy must describein any enrollment application materials, and in any notice regarding non-payment of premiums, the consequences of non - payment on future enrollment.
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Effective for individuals to whom notice was provided prior to their failure topay premiums that become past - due.An issuer may only condition the effectuation of new coverage on payment ofpast - due premiums for the individual contractually responsible for the past - duepremium.
*A controlled group is a group of two or more related entities that is treated as a single employer under theInternal Revenue Code. For example, a parent company and its subsidiaries may be considered to be withinthe same controlled group.
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Scenario 3
During plan year 2017, Carla qualified for an SEP and enrolled in a Marketplace QHP, but she became ineligible for APTC due to her
inability to resolve an income data matching issue. She stopped paying premiums once her issuer billed her for the full monthly premium
amount, which she felt she could not afford.
She completed a plan year 2018 enrollment selection with the same issuer, but then received a letter from that issuer demanding payment
for past - due premiums for her plan year 2017 coverage before it will effectuate her plan year 2018 coverage.
Carla must pay all past - due premiums owed to the issuer AND the initial plan premium binder to resolve this and effectuate her plan year
2018 coverage.*
* Carla may also be able to appeal her plan year 2017 APTC eligibility determination, if the appeal isrequested within 90 days of the date of the Marketplace’s final eligibility determination.
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Reminder of Marketplace Grace Period Policy
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A grace period gives consumers additional time to paytheir monthly health insurance premiums before theircoverage is terminated for non - payment of premium.
The length of a grace period depends on the consumer’seligibility according to the following guidelines:
Consumers receiving APTC when they becamedelinquent have a grace period of three consecutivemonths.
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All other consumers not receiving APTC have agrace period determined by state rules.
TIP: Remind your clients that it is important to pay all outstanding insurance premiums during a grace period so their issuer does not end their coverage.
Contact your state Department of Insurance for information on grace periods in your state.
Grace periods generally do not apply to the deadline an issuer sets for the payment of a binderto effectuate coverage.
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Termination for Non - payment of Premiums
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Consumers must pay all outstanding premium amounts or an amountsufficient to satisfy any premium payment threshold established byapplicable issuers before the end of the grace period to avoidtermination for non - payment of premiums.
The Marketplace grace period does not “reset” when an enrollee makesa partial payment.
When a consumer’s coverage is terminated for non - payment ofpremiums, the consumer does not qualify for an SEP for the resultingloss of minimum essential coverage.
A consumer who is eligible for APTC but elects not to receive APTC isnot eligible for a three - month grace period, but is eligible for the graceperiod required by the consumer’s state for consumers who aredelinquent in paying their premiums.
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Claims for Consumers that are Behind in Premium Payment
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During the first month of a three - month graceperiod for consumers receiving APTC, the issuermust pay all appropriate claims for services renderedto the consumer.
The issuer may pend claims for services renderedduring the second and third months of the graceperiod for consumers receiving APTC.
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If a consumer fails to pay all outstanding premiums,or an amount that satisfies any applicable premiumthreshold, before the end of the grace period:
The consumer’s coverage will be terminated, effective on the last dayof the first month of the grace period, for non - payment of theirpremium.
The issuer will deny any claims that were pended during the secondand third months of the three-month grace period.
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Scenario 4
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John is eligible for APTC and selected his plan during Open Enrollment. He makes his binder payment on time to effectuate his coverage on January 1, 2018.
John does not make a premium payment for May. By the end of the three - month grace period, John has not paid all outstanding
premium owed.
His grace period expires on July 31 (the final day of the third month after his grace period started on May 1). His coverage is terminated
retroactively to May 31.
John’s QHP issuer may deny all pended claims from June and July, although it may keep the APTC paid on John’s behalf for May and any premium John paid for May coverage. Any premium that John
paid to the QHP issuer for coverage in June or July must be refunded to John.
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Scenario 5
Patrick is eligible for APTC and selected his plan during Open Enrollment. He makes his binder payment on time to effectuate his coverage on
January 1, 2018.
Patrick fails to make his August and September premium payments on time, but then pays both
months’ premiums in full at the end of September and before the October premium is due. This ends
his grace period.
Patrick fails to make his October premium payment. If he does not pay his October premium by the deadline, he will enter a new grace period
that will end on December 31.
Marketplace Open Enrollment Wrap Up and Tips to Assist Clients to Stay Enrolled
Resolution of Data
Matching Issues
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Your Clients May Need Help to Resolve a DMI
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Although the Open Enrollment period hasended, your clients may still need torespond to a request to submit informationneeded for the Marketplace to resolve adata matching issue (DMI).*
Consumers will receive 90 - , 60 - , and 30 - daynotices advising them to submit requestedinformation to resolve their DMIs.
• Consumers who do not resolve their DMIsby the close of the 90 - day period will losetheir Marketplace coverage or risk havingtheir financial assistance adjusted orterminated.
IMMIGRATION
INCOME
CITIZENSHIP
*DMIs are generated when there are inconsistencies between the consumer’s application and theinformation contained in the approved electronic sources the Marketplace uses to verify eligibility. 24
You Can Help Consumers Follow the Correct Process to Resolve DMIs
• Read the consumer’s full Marketplaceeligibility notice. If a consumer has adata matching issue, it will:
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Instruct the consumer to send theMarketplace more information.
List what documents the consumercan submit to resolve the DMI.
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Identify which members of thehousehold have DMIs.
Consumers can also check theApplication Details section of theirMarketplace accounts for a list of allDMIs.
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Consumers with DMIs will also receive reminder noticesrequesting documentation.
Tips for Helping Consumers Resolve DMIs
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Encourage consumers to submit the requested information as soon aspossible.
Encourage consumers to make digital copies and upload the requesteddocuments through his or her HealthCare.gov account.
Emphasize that if the consumer does not send the requesteddocumentation by the deadline, he or she may lose eligibility forcoverage through the Marketplace or experience a modification ofAPTC or cost-sharing reductions, if applicable.
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Remember: You may not log in to HealthCare.gov on a consumer's behalf (i.e., using the consumer's HealthCare.gov account).
Digital Upload: Steps the Consumer Must Take
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Log in to his or her HealthCare.gov account andselect “Start a new application or update anexisting one“.Click on his or her name in the top right corner ofthe screen and select “My applications &coverage” from the drop - down list.Select his or her current application under "Yourexisting applications," and click on "ApplicationDetails.”
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Click the green button next to each item thatrequires verification, choose a document typefrom the drop - down list, click "Select file toupload," select the document from its location onthe consumer’s computer, and click "Upload.”
Confirm a checkmark appears next to the file name, which indicates the uploadwas successful.
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Tips for Successful Digital Upload
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Make sure the file:Is in one of these formats: .pdf, .jpeg, .jpg, .gif, .xml, . png , .tiff, or.bmp.
Is under 10 MB.
Has a file name without a colon, semicolon, asterisk, or any otherspecial character (e.g., / \ :*?<>| ).
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Clear and legible cell phone photos are permitted if a copy cannot bescanned.Consumers may upload a document that is not listed in the drop-down list of Document Types viewable after clicking UploadDocuments by choosing Other from the drop - down menu.
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If a Consumer Chooses to Mail Documents to Resolve a DMI
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Remind consumers that they shouldnever mail original documents.Remind the consumer to include the pagefrom the eligibility notice that includes abarcode unique to that consumer’sapplication.If the consumer does not have the pagewith the barcode, the consumer shouldinclude his or her state, full legal name,and application ID with the maileddocuments.
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Mail all household documents together at one time.Mail to: Health Insurance Marketplace, Attn: Supporting Documentation, 465Industrial Blvd., London, KY 40750.
Other Tips for Resolving DMIs
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If a consumer’s documentation is successful in resolving the DMI, theMarketplace will send a notice that indicates nothing further is needed.
If a consumer’s documentation is not sufficient, the Marketplace will send anotice that indicates additional information is needed.
Consumers who have made a good faith effort to obtain the requireddocumentation, but need more time beyond the normal 90 days may requestmore time to submit documentation.
Consumers who cannot provide the necessary documentation because ofspecial circumstances, like a fire, hurricane, or a f lood, may request that theirDMI be resolved without submitting documentation. This flexibility is grantedon a case - by - case basis, and is not available with respect to citizenship orimmigration status DMIs.
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Marketplace Open Enrollment Wrap Up and Tips to Assist Clients to Stay Enrolled
Regaining APTC Eligibility Lost for Plan Year
2018
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Did Your Client Lose APTC Due to Failure to Reconcile?
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Consumers whose APTC was discontinued beginning January 1, 2018, due tofailure to file and reconcile the premium tax credit when filing 2016 taxes, canstill take action to restore their APTC.Since Open Enrollment has ended, consumers cannot change plans unlessthey qualify for an SEP.After the tax filer files and reconciles APTC paid on the consumer’s behalf for2016, as long as the consumer remains enrolled in his or her Marketplace plan,the consumer may return to the Marketplace application, report a life change,attest to filing and reconciling, receive a new eligibility determination, select aplan, and receive APTC prospectively.
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They can regain APTC eligibility with the following coverage effective dates:The first day of the following month if the update took place between the1st and 15th day of any month; orThe first day of the second month following if the update took placebetween the 16th and the last day of any month.
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What if Your Client Wants to Appeal Lost APTC?
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A consumer may also appeal his or her eligibility determination noticestating that he or she is not eligible for financial assistance.
The consumer can elect to continue receiving the financial assistancehe or she was receiving before the revised eligibility determinationnotice.
If the appeals entity determines the Marketplace incorrectlyterminated financial assistance for failure to file and reconcile (that is,if the tax filer did file and reconcile), then the appeals entity willreverse the Marketplace’s revised eligibility determination notice andthe enrollee will continue to be eligible for financial assistance (ifotherwise eligible).
Marketplace Open Enrollment Wrap Up and Tips to Assist Clients to Stay Enrolled
SEP Enrollments
and Reporting Changes in
Circumstance
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Ongoing Help to Clients who May Qualify for an SEP
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SEPs provide a way for people who losehealth insurance or experience otherqualifying events during the year toenroll in or change coverage outside ofthe annual Open Enrollment period.You should help your clientsunderstand what may make themeligible for an SEP and what they needto submit in terms of documentationto prove eligibility for an SEP.
Watch your email for invitations to upcoming webinars that you can attend tolearn more about assisting clients with SEPs.
SEP Qualifying Events • Loss of qualifying health coverage• Change in household size• Change in primary place of living• Change in eligibility for Marketplacecoverage or help paying for coverage• Enrollment or plan error• Other situations
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Encourage Clients to Report Changes in Circumstances
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Changes in circumstances may affectthe coverage or savings your clients areeligible for.Clients who experience these changesshould report them to the Marketplacethroughout the year as they happen sothat the Marketplace can adjust theireligibility, if needed. Marketplaceenrollees are required to report changesto their eligibility information within30 days of the change.Learn more about reporting changes incircumstances by attending the Assisterwebinar on Friday, January 26 2 - 3:30PM ET.
What to Report to the Marketplace • Change to expected annual income• Change in health coverage (e.g.,gaining or losing eligibility for employer-sponsored coverage, eligibility forMedicaid, Medicare, or Children’sHealth Insurance Program)• Change in household members (e.g.,birth, marriage, divorce, death, childturning age 26)• Change in address• Corrections to name, date or birth, orSocial Security number• Change in status (e.g., disability,citizenship/immigration, incarceration)
Marketplace Open Enrollment Wrap Up and Tips to Assist Clients to Stay Enrolled
Other Marketplace Updates
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New User Interface for CMS Enterprise Portal
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The CMS Enterprise Portal (https://portal.cms.gov) is used to
Access the Marketplace Learning Management System (MLMS)
Make updates to your public facing profile on Find Local Help, and
Let us know if you want to participate in Help On Demand.
CMS has redesigned the user interface to simplify the log in process andimprove the user experience.
The look is different, but navigation is largely the same.
This change went live on December 20, 2017.
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Redesigned CMS Enterprise Portal: Public Landing Page
The public landing page provides registration functionality for new users and login functionality for returning users.
Returning users log in with existing CMS user
ID and password.
New users select “New User Registration” and follow
steps to choose the MLMS application and create a
new account. 39
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Successful log in takes you to the “My Portal” page.
Select the “MLMSà Training” link to access Marketplace agent and broker training.
Redesigned CMS Enterprise Portal: Access to the MLMS
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To identify future improvements to the Marketplace agent and broker program, weplan to conduct a feedback questionnaire on a variety of topics, including theannual training/registration requirement, ongoing webinars and technicalassistance, email messaging, and Call Center support.
Watch your email for an invitation and a link to complete the questionnaire.
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Agent/Broker Feedback Request
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The slides from this webinar are available on REGTAP atwww.REGTAP.info
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and will be available on the Resources for Agents and Brokers webpage in the coming days.
Watch your email for invitations to upcoming webinars.
Upcoming Agent/Broker Webinar*
February 1, 2:00-3:00 PM ET
Overview of COBRA and how itinteracts with Marketplace
coverage
Upcoming Assister Webinar* January 26, 2:00-3:30 PM ETAgents/Brokers Welcome!
Reporting changes in circumstances to the
Marketplace
*Webinar dates and topics are subject to change. CMS will share current webinar information via email.
Upcoming Activities
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Dial 1 - 866 - 549 - 8866 to enter thephone queueEnter your webinar access PIN*provided to you in the confirmationemail from REGTAP
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Dial star (*) pound (#) to enter thequestion queueYou may also enter your feedback inthe webinar Q&A panel.
*If you do not have your webinar access PIN, contact the registrar by calling (800) 257-9520. 43
Questions and Answers
Agent and Broker Resources
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Resource Description Link
Agents and Brokers Resources webpage
Primary outlet for information about participating in the Health Insurance Marketplace
http://go.cms.gov/CCIIOAB
HealthCare.gov
Official site of the Health Insurance Marketplace used for researching health coverage choices, eligibility, and enrollment
https://www.healthcare.gov/
Marketplace information source for Agents and Brokers
Provides additional technical assistance resources about Marketplace eligibility, financial assistance, enrollment, and more
https://marketplace.cms.gov
Plan Year 2018 Marketplace Registration and Training for Agents and Brokers
Describes the process and requirements for completing annual Marketplace registration and training for agents and brokers
https://www.cms.gov/CCIIO/Programs-and-Initiatives/Health-Insurance-Marketplaces/Plan-Year-2018-Registration-and-Training.html
Agent and Broker Resources (Continued)
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Resource Description Link
Registration Completion List
Public list of agents and brokers who have completed Marketplace registration; used by issuers to verify your eligibility for compensation for assisting with consumer enrollments
https://data.healthcare.gov/ffm_ab_registration_lists
Find Local Help
Tool available on HealthCare.gov that enables consumers to search for a local, Marketplace - registered agent or broker with a valid health line of authority to assist with FFM enrollment
https://localhelp.healthcare.gov/
Help On Demand
A service that connects consumers seeking assistance with Marketplace - registered, state - licensed agents and brokers in their area who can assist with Marketplace enrollment when the consumer is available
https://www.cms.gov/CCIIO/Programs-and-Initiatives/Health-Insurance-Marketplaces/Downloads/Help-On-Demand.pdf
Agent and Broker NPNs
Provides a search function to determine the correct NPN to enter in your MLMS profile and on Marketplace applications
www.nipr.com/PacNpnSearch.htm
Most Frequently Used Agent/Broker Marketplace Help Desks and Call Centers
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Name Phone # and/or Email Address Types of Inquiries Handled
Hours (Closed
Holidays)
Direct Agent/ Broker Partner Line
855 - 788 - 6275 Note: Enter your NPN to access this line.
• Assist consumers with HealthCare.gov account password resets• SEPs not available on the consumer application• Individual Marketplace eligibility and enrollment issues
Mon-Sun 24 hours/day
Agent/Broker Email Help Desk
• General enrollment and compensation questions• Manual identity proofing/Experian issues• Escalated general registration and training questions (not related
to a specific training platform)• Agent/Broker Registration Completion List issues• Find Local Help and Help On Demand issues
Mon-Fri 8:00 AM-6:00 PM ET
Agent/Broker Training and Registration Email Help Desk
• Technical or system - specific issues related to the agent/brokertraining and registration system (i.e., the MLMS)
• User - specific questions about maneuvering in the MLMS site, oraccessing training and exams
Mon-Fri 8:00 AM-5:30 PM ET
Marketplace Service Desk
855 - CMS - 1515855 - 267 - [email protected]
• CMS Enterprise Portal password resets and account lockouts• Login issues on the Direct Enrollment agent/broker landing page• Other CMS Enterprise Portal account issues or error messages• 501 Downstream Error message on HealthCare.gov website issues• General registration and training questions (not related to a
specific training platform)
Mon - Fri 8:00 AM-8:00 PM ET
For a full list of Agent/Broker Help Desks and Call Centers, see https://www.cms.gov/CCIIO/Programs-and-Initiatives/Health-Insurance-Marketplaces/Downloads/Agent-Broker-Help-Desks.pdf.
Acronym Definitions
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Acronym DefinitionAPTC Advance Payments of the Premium Tax Credit
CCIIO Center for Consumer Information and Insurance Oversight
CMS Centers for Medicare & Medicaid Services
DMI Data Matching Issue
FFM Federally - facilitated Marketplace
FLH Find Local Help
MLMS Marketplace Learning Management System
NPN National Producer Number
QHP Qualified Health Plan
REGTAP Registration for Technical Assistance Portal
SBM State-based Marketplace
SBM-FP State-based Marketplace on the Federal Platform
SEP Special Enrollment Period