Updates to Rules of Engagement

Effective July 21, 2025.

We've made updates to our Rules of Engagement (ROE). Read below for a list of important updates and take some time to review the full Rules of Engagement prior to AEP.

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Cover

• Page 1 – Added a new disclaimer. Please review it in its entirety as it contains important information regarding our products and commissions for 2025 and 2026.

Sales Distribution Management

• Page 7 – Added that all agencies must have a licensed, certified, and active principal agent to enter into an Agency Agreement.

• Page 9 – Added additional Engagement Criteria Details and removed exclusivity information.

Recruitment and Onboarding

• Page 15 – Updated the pre-appointment states for Medicare Advantage and Prescription Drug Plans.

• Page 18 – Updated how to change hierarchies within the same topline.

FDR Oversight Guide

• Page 27 & 31 – Updated the Corporate Integrity Hotline and FWA Hotline phone numbers.

• Page 33 – Added information on reporting guidelines, including frequency and responsible parties.

Call Center Guidelines

• Page 35 – Added the Downline Call Center Disclosure.

• Page 36 – Updated the language under the Call Monitoring and Quality Score Card section.

Oversight

• Page 49 – Added additional inbound and outbound script guidance.

Operational Requirements

• Page 52 – Updated the Scope of Appointment (SOA) guidance.

• Page 56 & 57 – Updated application helpful tips and requirements.

Compensation Rules

• Page 72 – Removed exclusive agents information.

• Page 77 – Added notes for selling an Active Commissionable Book of Business.

End page

• Page 89 – Added a new disclaimer. Please review it in its entirety as it contains important information regarding our products and commissions for 2025 and 2026.

© 2025 Health Care Services Corporation.

For agent/broker use only. Confidential, unpublished property of Health Care Service Corporation (HCSC), a Mutual Legal Reserve Company, The Cigna Group, and their respective affiliates. Cigna names, logos, and marks are owned by Cigna Intellectual Property, Inc. and used under license. Do not duplicate or distribute. Use and distribution limited solely to authorized personnel.