AOR protection policy

At HealthSpring, we're committed to being your valued partner. We strive to do this by following our core values of integrity, respect, commitment, excellence, and caring. Take some time to review our Broker Commitment¹ after logging in to our broker portal¹.

One of the ways that we show our commitment to you is by protecting your Agent of Record (AOR) status and the commissions you've earned from enrolling your clients in our Medicare Advantage (MA) and Prescription Drug Plans (PDP). Read below to learn how our AOR protection policy supports our commit to you.

We commit to transparency:



• We understand that sometimes existing members need to change their Medicare plan.
• We would prefer that they remain with HealthSpring.
• Our AOR protection policy applies to active, licensed, appointed, and certified agents at the time of the member's plan change.
• Our AOR protection policy does not apply when the original agent is no longer eligible or terminated; or another active, licensed, appointed, and certified external agent (not employed by HealthSpring) facilitates the plan change.

We honor your relationship:

• We want you to trust that we will protect your interests, and that we value you and your relationships with the clients you've enrolled.
• When an internal HealthSpring agent completes a plan change for one of your existing MA or PDP members, you will remain the AOR and continue to receive renewal commissions.
• When one of your existing HealthSpring MA or PDP clients completes a plan change online at HealthSpring.com, you will remain the AOR and continue to receive renewal commissions.
• These AOR protection commitments apply so long as there was no break in coverage.

We strive to reduce your workload:

• We want to reduce the work associated with plan changes and free your time to focus on servicing and growing your book of business.
• HealthSpring has a Dedicated Plan Change line (855-649-5105) that exists solely to help existing members transition from one plan to another.
• When one of your existing HealthSpring MA or PDP clients calls the Dedicated Plan Change line and completes a plan change, you will remain the AOR and continue to receive renewal commissions.

We provide support:

• When an existing member makes a plan change by calling our Dedicated Plan Change line directly, your AOR status will remain unchanged.
• When an existing member calls member support inquiring about a plan change, our HealthSpring representatives will transfer them to our Dedicated Plan Change line, and your AOR status will remain unchanged.
• When an existing member initiates a plan change through a HealthSpring internal field sales or telesales agent, our team will either refer the member to our Dedicated Plan Change line or complete the plan change themselves. In either case, your AOR status will remain unchanged.

We offer guidance:

• Our Agent Resource Center (ARC) and local and virtual Broker Managers¹ are here to help you.
• If you believe that an internal HealthSpring agent completed a plan change that impacted your AOR status, please call ARC for assistance.

Agent Resource Center (ARC)

866-442-7516

ARCMAPD@HealthSpring.com

Log in to the broker portal¹ and visit Salesforce to use click-to-chat

Extended AEP hours:

7 a.m. to 8 p.m. CT, Monday – Saturday

11 a.m. to 4 p.m. CT, Sunday

Spanish queue available