SureBridge – June Customer Payment Technical Issue

Some customers need to update their payment info in the Portal
SureBridge has been made aware of a technical matter as a result of their transition to a new payment vendor that has resulted in a number of June credit card payments improperly failing. Due to this issue, agents may see a higher than normal amount of failed payments on their daily Take Action email notifications.

Customers with failed credit card payments for the current bill cycle only should be referred to the SureBridge Member Portal at to update their credit card information on file.

All customers that have policies with past due payments should be referred to SureBridge Customer Service at (800) 815-8535. Customer Service is available to update their credit card or make a onetime payment Monday through Friday from 8:00am through 5:00pm in all time zones.

Please advise your customers that wait times are longer than usual due to increased inquiries about this issue and those who can update their payment through the Customer Portal should be encouraged to do so.

Any policies that lapse as a result of a failed payment associated with this issue will be reinstated accordingly.

We apologize for this inconvenience and are working diligently with the vendor to resolve the issue.

Questions?  Contact SureBridge Producer Support at 888-797-4447 8:00 am – 5:00 pm, Monday – Friday.

Anthem Ohio June Updates

Sent from Anthem Ohio Reps on 6/3/20:


While we are slowly moving forward with more face to face meetings, we encourage you to take advantage of our electronic tools. These tools allow you to efficiently review and write our plans without the face to face interaction. As we approach AEP, this will allow you to meet with more of your current clients and free time for you to meet with new clients. Keep in mind, your RSM would love to set a time to discuss marketing plans and co-op for AEP. We appreciate your partnership.


 SEP extended through June 30, 2020 due to COVID-19

This SEP is for Medicare beneficiaries who were prevented from submitting a Medicare Advantage (MA/MAPD) or Prescription Drug (PDP) plan enrollment request during another valid election period due to the COVID-19 State of Emergency (declared on March 13, 2020). This includes both enrollment and disenrollment elections. This SEP

applies to beneficiaries who reside in all U.S. states and includes all Anthem brands and affiliates. In addition, the SEP is available to those individuals who rely on help from friends or family members when making healthcare decisions and those individuals were impacted by the State of Emergency. The SEP is available from the start of the incident period and continues for five full calendar months thereafter, beginning January 20, 2020, and ending June 30, 2020. Enrollments are effective the first of the month after the plan receives the enrollment request. Only those beneficiaries who did not make an election during another eligible enrollment period are eligible for this SEP. An individual can use this SEP one time for each election period they missed.


2021 AHIP Certification:

We have recently received inquiries on whether Anthem will require the AHIP certification course this year or whether we will accept the new NAHU course.  After focused consideration, Anthem will require the AHIP certification course this year as it is built into our Certification platform.  We will consider the NAHU course for next year and will review it by the end of this year so that we have time to assess the content.  Should we decide to accept the NAHU program for next year, then we will be able to make any modifications to our Anthem certification subject matter and build our platform to include it.


Agent Microsite:

Did you know you can create a personalized microsite in the Producer Toolbox. This will allow you to enroll and gather leads with no physical interaction required. You receive commissions  on all online application submissions.

  • Build an Anthem Medicare Microsite via your Broker Portal
  • Enroll and gather leads with no physical interaction required
  • Receive commissions on all online application submissions



Looking for a convenience way to learn more about Anthem’s products, resources, electronic enrollment processes? Join us for our weekly webinar series. We have a variety of topics we will be discussing throughout June, including Selling Telephonically, Medicare Social Media and Your Business, How to Create your own Anthem Microsite, and many more. You can view the list of upcoming webinars and register via the Anthem Broker Connection website at will need to use Google Chrome web browser)


Did you know?

SilverSneakers has conducted a survey from their newsletter readership to provide feedback on current topics ranging from exercise to nutrition to technology during the shelter at home lockdowns.  For example, a post-pandemic survey was sent to a national sample of members active in the months leading up to stay-at-home orders, asking members to reflect on intention and speed to return to SilverSneakers locations once permitted.  Below are a few noteworthy insights from the recent surveys:

  • Social Connection: When mandated social distancing began, 27% of those surveyed were comfortable with video conferencing. Since then, 84% used video calls to connect with others.
  • Exercise: Prior to the COVID-19 crisis, 31% participated in live video exercise classes, now more than 84% of those have done an exercise class virtually.
  • Healthy Food: The crisis has changed how seniors are getting their food, as 3x as many members are using grocery delivery apps (Instacart, Amazon or local delivery) – increasing from 28% to 87% in the last month.
  • Return to SilverSneakers Locations: Of the 92% who plan to return to SilverSneakers locations once given the all-clear, 84% intend to do so within one month.

Aetna EKit

E-kits are an easy and compliant way to help your clients enroll in the Aetna Medicare (MA/MAPD) or SilverScript PDP plan when you’re not able to meet with them in person. 

Read More

UHC AARP Enhancements to the A2O Program

UHC AARP Med Sup has improved the Authorized to Offer (A2O) program for AARP® Medicare Supplement Insurance Plans, insured by UnitedHealthcare® Insurance Company.

Rewards are now easier to reach!

If you’re an A2O agent: You no longer need to sell 5 accepted and paid AARP Medicare Supplement Plans to be an A2O (formerly known as Level 1) agent.

Please note the changes for Level 1 agents does NOT remove the requirement that agents at the Agent level (only) must write at least one policy in order to meet the Sales Evaluation Period guidelines! 

Now, step up to Elite: To become an A2O Elite (formerly known as Level 2) agent, you need 30 or more accepted and paid AARP Medicare Supplement Plan sales or 150 active AARP Medicare Supplement members (instead of 200).




If you have any questions, reach out to your CSM Sales rep.

Anthem State Appointment Renewal Fee Issue

Anthem recently sent out the request for brokers to log in to NoMoreForms to pay their OH, VA, and NV state appointment fees.  Unfortunately, NoMoreForms is experiencing an issue with their payments.  It is easy to miss as it looks like the payment is going through but you get the email below.  Problem being UNKNOWN TOKEN.  A representative with NoMoreForms they are aware of the issue and are working on a resolution.

If you have any questions reach out to your CSM rep

Aetna Ascend Update: Extra Help Eligibility and MBI Verification

Are you using Ascend to enroll DSNP clients??  If so, here is some great news.

WiPro functionality has been added into Ascend to verify Extra Help eligibility and MBI verification.  This functionality should be used to see if a prospect qualifies for Extra Help. You also benefit by making sure that the MBI that is given to them is entered in correctly and the enrollment is not pended due to invalid MBI.

Aetna is still working to enable functionality for Medicaid Eligibility – so stay tuned!

To verify Extra Help, your agents can follow the screen shot below:

Verifying MBIs should significantly reduce the need for additional information in this category.  To verify MBI, please see below:

Humana 2021 Certification Information, Webinars and Training Guides

  • Both Certification and Recertification for plan year 2021 will launch at noon Eastern time on June 30, 2020.  This does not include Spanish translation.  Spanish versions will be available on a delayed basis.
  • Agents will have 6 attempts to successfully pass testing for AHIP.
  • There will no longer be Humana-specific final test at the conclusion of Humana’s agent guidance for Certification or Recertification content.
  • And going forward, Agents will be certified to sell ALL Medicare Advantage products after successfully completing Certification or Recertification for PY 21. There will not be separate PDP and MAPD trainings.


Check out Humana’s upcoming webinars on CSM’s event calendar 


Remember you can find the latest webinars and resources on Humana MarketPoint University via Humana Vantage.

MediGold COVID-19 SEP Update

This is an important announcement for all agents who offer MediGold Medicare Advantage products to their customers.

On March 13, 2020, a Federal Emergency Management Agency (FEMA) State of Emergency was declared by the President of the United States for all states due to Coronavirus (COVID-19). As a result, in accordance with, 42 CFR section 422.62(b)(4) and also the CMS Medicare Managed Care Manual (Enrollment and Disenrollment, Chapter 2, Section 30.4.4), all states and counties are granted a Special Election Period (SEP) through July 31, 2020.

Please keep in mind, this continues to be a fluid situation. If there are updates to this SEP, we will keep you informed.

Click here to view the HPMS enrollment guidelines, and compliance and eligibility requirements.