Humana Delays Background Checks

Humana announcement as of 4/29/2020 :

You may be experiencing some delays with contracting agents. You may see “Background Check Pending” or “Application Under Review.” Many courts are still closed due COVID-19 which is causing major delays in the background industry. Depending on the county and vendor who is processing the background check, we are seeing some extremely long waits.

Humana is pending Legal and Risk guidance about whether we they will be able to make exceptions to move forward without full background checks when contracting agents. As of now, Humana is required to follow normal protocol.

If you have any questions or concerns please contact your CSM representative.

GTL Now Available on CSG Actuarial to Enroll Electronically

Guarantee Trust Life Insurance Company (GTL) is the newest carrier added to the CSG E-Application Platform!

Agents can now submit Medicare Supplement applications directly to GTL through the CSG quoting tool in all states where plans are offered.
Benefits of using the E-Application include:

• Verifies the application is accurate and complete before submission
• Real-time underwriting logic detects declinable conditions and prescriptions
• Signature methods include applicant verification or email signature link
• Same process for every carrier
• All carrier applications are stored in the same platform

From the quotes results page, click Apply Now to start application


Anthem Med Supp Rates July 1, 2020 – Approved

Medicare Supplement rates for July 1, 2020 – June 30, 2021 have been approved.  Click below to view  the Outline of Coverage and rates. Sales kits have been updated on CustomPoint and are available to order. For effective dates prior to July 1, you can continue to use the current kits.


Also, Anthem has refreshed some of the underwriting guidelines in thier medicare supplement field underwriting guide. This tool is designed to assist during the application process and help determine what medical conditions would result in automatic denial of an application and when other plan options should be considered that may be better suited for the prospect — all before submitting a Med Supp application.

It is important to note that this is not a complete listing of all the medical conditions or prescribed medications that would result in an application denial. These guidelines are broker tools ONLY and are not to be shared with members or prospects. Brokers should remember that the company is the underwriter, and Anthem is not asking the broker to make underwriting decisions. If there are questions about whether or not a Med Supp application would be approved or denied due to medical underwriting, brokers/agents should submit applications as normal and allow the underwriters to manage the underwriting review process.

Finally, keep in mind Anthem’s Med Supp bonus is a great opportunity to increase your earnings. CLICK HERE TO VIEW!

UHC AARP med supp updates: COVID-19 cost sharing and telehealth info

What’s New?

AARP Medicare Supplement Plans will cover all cost-sharing, including Medicare Part B excess charges, for Medicare-eligible expenses for services related to COVID-19 treatment based on a confirmed positive diagnosis from February 4, 2020, until May 31, 2020.

This builds on the previously announced efforts by Medicare to waive cost sharing for COVID-19 testing and testing-related visits and Medicare’s temporarily expanded definition of telehealth.

In addition, from March 31, 2020, until June 18, 2020, AARP Medicare Supplement Plans will cover all cost-sharing, including Medicare Part B excess charges, for Medicare-eligible COVID-19 and non-COVID-19 telehealth visits.

Premium Payments

UnitedHealthcare understands that certain enrolled members may be adversely impacted by the COVID-19 situation and may be unable to make premium payments by the due date. There is currently a two-month period that allows insured members to make a payment. For those enrolled members who were in danger of cancellation due to non-payment of premium in March and/or April, coverage was not terminated. At this time, UnitedHealthcare is allowing an additional month for payments to be made. Although there is additional time to make premium payments, there is only a 31-day period during which claims will continue to be paid while the member’s account is past due.

UnitedHealthcare will continue to assess the situation. We will also abide by any state-specific guidelines regarding premium due.

Remote Enrollment Options

As a part of online enrollments through LEAN™, agents can easily and remotely enroll consumers in an AARP Medicare Supplement Plan by using Remote Signature via DocuSign® and Voice Signature.*

What if the consumer does not have access to the internet?
Now extended through the end of May, when consumers are unable to use LEAN to complete a Medicare Advantage, Prescription Drug or some Medicare Supplement plan enrollment applications, and it is not feasible to use a paper application, you can direct the consumer to call UnitedHealthcare telesales at 855-572-3837 to complete the application by phone. For consumers who do not have internet access that:
• Are in their Medicare Supplement Open Enrollment Period, or
• Qualify for Guaranteed Issue

Please use the process below:

1. Following your needs analysis conversation, direct the consumer to call 855-572-3837. Please note you cannot be on the phone with the consumer.
2. Inform your consumer to tell the representative the AARP Medicare Supplement Plan you discussed and that the representative will repeat some of the questions in order to meet all compliance requirements.
3. Email to indicate your consumer was unable to electronically sign documents and completed the application telephonically instead. Include name of prospect, state, plan chosen, date of presentation/referral to telesales, agent name, and writing ID. This will help ensure your commission payment and Agent of Record status.
Please mail enrollment materials via the normal paper process if the consumer:
•  Is under age 65, or
•  A current member looking to plan change, or
•  Requires Underwriting


Thank you for your continued support. Please continue to check here for additional information related to COVID-19.

UHC PDP’s Advance Renewal Payments

The health of UHC members and all those who serve them – our agents, employees and health care partners – remains UHC’s top priority. UnitedHealthcare wants to continue to support you.

UnitedHealthcare will be advancing  May and June renewal payments. Today, (4/27/20) please watch for your Prescription Drug Plan combined payments for April, May and June. You can find an updated commission calendar on Jarvis. 


If you have any questions please reach out to our CSM rep

More Virtual Selling Webinars from UHC


UHC has put together more trainings to help support you and your business. See below for dates/times, and links to register.

4/28/20 Tues 6:00 PM  eSOA / Remote Signature

Click to register

Dial In #: 1-763-957-6400

4/29/20 Weds 4:00 PM  UnitedHealthcare Toolkit

Click to register

Dial In #: 1-763-957-6400

4/30/20 Thurs 2:00 PM  LEAN – Landmark Enrollment Application Navigator for MA/PDP

Click to register

Dial- in #: 1-763-957-6400


Also check out these helpful guides below to assist with online selling:

Virtual Appointments & Enrollment Job Aid

One-on-One Appointment Check List


SureBridge: Change in Payment Vendor for Credit Cards

In preparation for SureBridge’s transition of payment vendors ALL in-flight applications using credit card as a payment method will need to be submitted prior to 8 PM on May 15.

Starting from 8 PM on May 15 through 8 PM on May 21, any application started or submitted using a credit card will require the New Business team to contact the applicants directly and recollect their credit card information. Applications started but not submitted during this timeframe could be impacted up to 30 days from the date the application was started, creating additional work for both New Business and the customer.

To reduce this impact, and the need to contact the customer, please close as many of your in-flight applications prior to 8 PM May 15 as possible; and where feasible do not select credit card as a method of payment for applications from 8 PM May 15 through May 21.

Applications started on or after May 22 will process as normal under our new payment vendor.

Also, please be aware that the Self Service portal, for credit card processing, will be unavailable from 8 PM on May 15 through 8 PM on May 21, for both you and your customers.  For urgent issues, please contact Customer Service at 1-800-815-8535.


If you have any questions – reach out to your Cornerstone representative

UCT’s Website & Agent Portal Open Longer Hours

UCT is open for business now more than ever!

Read full update on their flyer here


If you have any questions please reach out to your CSM rep

Aetna Appointment Updates

Agents that had appointments with First Health Life Insurance Company, Coventry Health Life Insurance Company or Coventry Health Care of Florida will be receiving a Termination of Appointment notice in the mail for these entities. See sample.

This is being done in an effort to streamline Aetna MA processes and reduce the number of appointments in their system.

This will not impact agents’ current Producer Agreement or any appointments for our other products, such as Medicare Advantage or Commercial, for the other Aetna entities.

Please note that many Medicare plans previously marketed under the Coventry brand are now marketed exclusively under the Aetna brand name starting in the 2020 plan year. The termination of appointment on the entities listed above DO NOT affect the Aetna Medicare and Commercial plans previously marketed under Coventry brand. Your current appointments for Aetna Commercial and Medicare products remain valid and those products will continue to be marketed under the Aetna brand name.


If you have any questions or concerns please contact your CSM rep

Medical Mutual Updates: FDA Removals & Alerts

FDA Requests Removal of Ranitidine (Zantac) from Marketplace Due to Potential Elevated Cancer Risk
Applies to: Individual; Small Group (1-50), 51-99, 100+, MEWA; All Medicare Business
The Food and Drug Administration (FDA) has requested the withdrawal of all forms of Ranitidine (Zantac) from the U.S. market due to a determination that the NDMA (N-Nitrosodimethylamine) in some ranitidine drug products increases to an unacceptable level over time and when stored at higher than room temperatures. NDMA is classified as a probable human carcinogen (a substance that could cause cancer) based on results from laboratory tests.

Member Communication
Members who have recently filled a prescription for this medication will receive a letter notifying them of the FDA’s decision and recommending they talk to their doctor about alternative medications or other ways to help alleviate symptoms without medication.

FDA Issues Alert Regarding Possible EpiPen Auto-injector Malfunction and User Administration Error
Applies to: Individual; Small Group (1-50), 51-99, 100+, MEWA; All Medicare Business
The U.S. Food and Drug Administration issued a product alert regarding potential errors with Mylan EpiPen 0.3mg and EpiPen Jr 0.15mg auto-injectors, and the authorized generic versions. These errors could either delay or prevent emergency treatment when needed.

Member Communication
A letter will be sent to members to make them aware of this issue and to provide instructions for obtaining a replacement device. There will be no cost for members or groups for replacement EpiPens.