Important Message from Humana & Aetna: Members Who Requested to Have Premiums Withheld by SSA/RRB in 2019

FROM HUMANA MARKETPOINT: 

  • Humana has taken action for our impacted members and worked quickly to re-trigger deductions with a 6/1/2019 effective date (next available date).
  • Members were sent a letter on 5/9 (verbiage below) that states we have requested a future date (6/1/19) due to a SSA delay and the amount they owe – letter contains a remit slip.
  • Customer Service has been ramped up for potential calls and no collection actions will take place due to them being on SSA/RRB.

Please see the letter verbiage below. Members should call our Customer Care Team at 1-800-457-4708 if they have questions.

Thank you for choosing Humana for your Medicare coverage.

You asked us to deduct your monthly premium from either your Social Security (SSA) or Railroad

Retirement Board (RRB) benefit check. Your request could not be processed in time for the next

premium payment. We requested your premium deduction to begin with the next available premium

payment for 06/01/2019. It can take SSA or RRB up to 90 days to process this request. At that time,

you may see up to three months of premiums deducted from your check.

You are responsible for paying the monthly premium(s) due prior to 06/01/2019. Please make a

payment for the amount due of $.

To PAY YOUR PREMIUM:

Go to Humana.com/pay or use the MyHumana mobile app

Detach and mail the payment slip below with your payment

Call our Customer Care Team at 1-800-457-4708. If you use a TTY, call 711.

FROM AETNA: 

We want to notify you about an issue affecting all Medicare members who elected to pay plan premiums from their Social Security Administration (SSA) or Railroad Retirement Board (RRB) check.

Background

Normally, when members select this premium payment option, the SSA/RRB withholds funds from members’ SSA/RRB checks to cover their plan premiums.

Unfortunately, due to a system issue, this did not occur for two or more months starting February 1, 2019. This issue affected all carriers, not just Aetna. Although the system issue is now fixed, the SSA/RRB cannot retroactively deduct premium payments from members’ checks.

What do members need to do?

Because these members now have past-due accounts, their premium payment method has changed to direct billing, effective February 1, 2019. This means they now need to pay any past-due premium amounts to Aetna directly.

Member communication

Members will receive a letter explaining what happened and what they need to do later this month. Letters are being mailed in waves, between May 10-24, so members will receive them over several weeks. View the member letter.

What happens next?

  • We’ve already submitted a new request to restart SSA premium deduction for the affected members, effective June 1, 2019. If the request is accepted by SSA, they will send members a letter of approval. Please be aware this can take up to 90 days.
  • Please explain to your clients that SSA will only deduct future premiums from their Social Security check as of the effective date noted in their approval letter, so any balances owed up until that effective date must be paid to Aetna directly. Members need to pay premiums directly to us for any months the SSA or RRB doesn’t cover.

While these members are not currently at-risk for termination due to nonpayment, they do need to begin making payments to ensure their plan does not face termination for nonpayment in the future.

 

 

 

Please contact your Cornerstone Senior Marketing representative if you have any questions.

Upcoming Broker Trainings in Cleveland- IMPORTANT CHANGES

IMPORTANT CHANGES: The MMO training on Tuesday April 23 has been rescheduled to THURS. MAY 16 from 10am – 12pm in the Cleveland Office. See below for details. 

*Also a LIVE Medicare Center training has been added. See below.

Join Cornerstone Senior Marketing for our broker training sessions in April at our Cleveland office with UnitedHealthcare, Humana, Medical Mutual of Ohio, Dental Care Plus, & a Medicare Center review training!

RSVP HERE

*When RSVPing, please indicate which training and date you will be attending

Friday, April 12- UHC

TIME: 10:00 am – 12:00 pm

LOCATION: CSM’s Cleveland Office

4500 Rockside Rd., Suite 330

Independence, OH 44131

Join UHC and CSM to learn what tools UHC offers to better your business! UHC will be highlighting the following:

  • UHC’s toolkit
  • Marketing tools offered
  • Share best practices

Wednesday, April 17- HUMANA MP

TIME: 10:00 am – 12:00 pm

LOCATION: CSM’s Cleveland Office

4500 Rockside Rd., Suite 330

Independence, OH 44131

Join Humana & CSM to review updates on Humana’s 2019 Medicare products. Humana will also be discussing the following:

  • Online enrollment tools
  • Marketing strategies
  • Hot products to offer your clients

*THURSDAY MAY 16* – MMO

TIME: 10:00 am – 12:00 pm

LOCATION: CSM’s Cleveland Office

4500 Rockside Rd., Suite 330

Independence, OH 44131

Join Medical Mutual of Ohio & CSM for a review of MMO’s 2019 Medicare products and updates! MMO will be highlighting the following:

  • Why choose MMO products?
  • New online tools and marketing resources
  • Marketing opportunities

Wednesday, April 24- DCP

*CE CREDIT OFFERED*

TIME: 11:00 am – 2:00 pm

LOCATION: CSM’s Cleveland Office

4500 Rockside Rd., Suite 330

Independence, OH 44131

Join Dental Care Plus & CSM for a Lunch & Learn event with CE CREDIT OFFERED! DCP will also be discussing the following:

  • Dental 201 Presentation (Why Dental Matters, Today’s Dental Exams, and Expanding Dental Services)
  • How to cross sell Dental plans
  • Product information and services

*Tuesday, April 30- LIVE MEDICARE CENTER TRAINING*

TIME: 10:00 am – 12:00 pm

LOCATION: CSM’s Cleveland Office

4500 Rockside Rd., Suite 330

Independence, OH 44131

Join CSM’S Jaime Lebron & Matt Fry to review and learn more on the new Medicare Center enrollment tool. This will be an interactive training- please bring laptops or iPads! We will be discussing the following:

  • How to submit business through Medicare Center
  • Features of the available tools inside Medicare Center including the prescription drug lookup

 

If you have any questions regarding the sessions above, please reach out to Jaime Lebron

REMINDER: Humana MP Changes Agent Release Policy

Agents must follow the Humana Release Policy when ending or changing an affiliation. This policy is applicable to agents contracted to sell Individual Medicare, Ancillary and Supplemental benefit products.

Immediate Release Policy:
To receive an immediate release, external agents must secure a release letter from their current upline. It is at their discretion whether or not to release an agent prior to 90 days (see Delayed Release Policy below). The current upline is required to formally communicate the release of the agent in writing using company letterhead, signed by the principal, with a current or future effective date of the release. Release letters must be sent to Humana’s Agent Support at AgentSupport@humana.com.

If the immediate release is accepted it will be processed within 5 business days. Humana will notify the agent via email when the release has been processed.

Delayed Release Policy
In instances where an immediate release is not granted, the agent may request a delayed release. The delayed release will be effective 90 days after the agent’s request is received*. Such requests must be in writing and sent to Humana’s Agent Support at AgentSupport@humana.com.

Agent Release Timeline

Received 90 day Release Immediate Release
1/2 through 7/10 Effective 90 days post request Processed within 5 business days
7/11 through 9/30 Effective 1/2 Processed within 5 business days
10/1 through 1/1 Effective 4/1 Effective 1/2

 

 MGA Hierarchy Release Timeline
Received 90 day Release Immediate Release
1/2 through 7/10 Effective 90 days post request Processed per standard contracting turnaround time
7/11 through 9/30 Effective 1/2 Processed per standard contracting turnaround time
10/1 through 1/1 Effective 4/1 Effective 1/2

*The delayed release will be effective 90 days after the agent’s request is received
*agencies can realign one time per year

Agent’s Status upon Release
Once an agent is released they will be free to align themselves with another upline. (There are specific situations under which an agent cannot align themselves. Please contact your External partner for more information.) The agent must notify Humana in writing indicating what upline they wish to be aligned with. The name of the new upline can be included in the original release request.  It will be the agent’s sole responsibility to maintain all license, training, certification, and appointment requirements with Humana.

Impact on Agent’s Book of Business

  • New: Any business submitted to Humana while the agent was aligned with the previous upline will result in the appropriate overrides and commission being paid as indicated by the contracts and schedules in place.
  • Renewal: Any renewals earned while the agent was aligned with the previous upline will result in the appropriate overrides and renewals being paid as indicated by the contracts and schedules in place.

The release ONLY affects business that occurs after the date of the release.

If you have any questions please contact your CSM Sales Representative.

Important Humana AOR Changes!

Effective December 14, 2018, Humana has an updated policy regarding Agent of Record changes. This aligns with Humana’s Agent of Record Protection Pledge and is in-line with industry norms. This change also represents the commitment to protect the integrity of the agent-member relationship and supports confident book-of-business growth.

Humana will no longer process the following change requests:

  • AOR change requests received from a member (e.g. handwritten letter or email).
  • AOR change request received from an agent (other than through the Agent Business Transferal Form).

Click here for the updated policy.

Any questions please contact your Cornerstone Senior Marketing representative.

Open Enrollment for Medicare Advantage is Near! Read Through Humana’s Guidelines

Humana’s Resources to Understanding the Open Enrollment Period

Now that AEP is over with, you have a few weeks to gear up for Open Enrollment Period beginning January 1, 2019 through March 31, 2019! This is a one-time chance for your MA clients to change plans and it comes with some new regulations of which you should be aware.

Click here to view Humana’s OEP guide and guardrails that will help you navigate through OEP.

If you have any follow up questions in regards to OEP reach out to your Cornerstone Senior Marketing representative!

Important News From Humana Med Supp!

Did you know?

Humana Marketpoint

Humana Marketpoint offers plans G & N on a GI basis along with the typical plans (A, B, C, F, K, & L) for clients who are coming off of a group health plan and if they have had Medicare Part B over a six month time frame, along with Silver Sneakers!

For more information, view the 2019 Humana Medicare Supplement Sales Guide.

Questions? Reach out to your Cornerstone Senior Marketing representative today!

Lunch Is On Us! Grab Your Humana Medicare Kits On Friday!

End the first week of AEP with your friends at Cornerstone Senior Marketing and Humana and grab some Tommy’s Pizza and Medicare kits on us!

Humana representatives Sandy Bartels and Cyndi Ellis will be at our Columbus office on Friday, October 19 to meet with you, provide plan kits, and serve lunch to our valued brokers.

WHEN: Friday, October 19

TIME: 11:00 am–1:00 pm

WHERE: Cornerstone Columbus Office

9482 Wedgewood Boulevard, Suite 130 | Powell, OH 43065

RSVP here.

*Please register by Thursday, October 18 so we can be sure to provide enough food. Please indicate the specific plan kit numbers you need when registering.

NOW AVAILABLE: Humana MP’s Producer Partnership Plan

Humana MarketpointHumana MarketPoint’s 2019 Producer Partnership Plan is here and Cornerstone has the scoop!

The Humana MarketPoint 2019 Producer Partnership Plan (PPP) for Individual Medicare, Medicare Supplement, Dental, and Vision products is now available to agents!

Please take time to review the changes below for plan year 2019.

Click here to view the PPP document.

 

If you have any questions, please reach out to your Cornerstone Senior Marketing sales representative.

Humana’s 2019 First Look is Here!

Humana has released their 2019 plans, showcasing MA/MAPD, DSNP, and PDP. Don’t miss your chance for a first look at their plan benefits!

Click here for a first look.

*Please ask for a specific state(s) when requesting your first look.

Not contracted with Humana? Reach out to your Cornerstone Senior Marketing Sales representative to get appointed today!