Last edited time
Mar 21, 2025 6:18 PM
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Cold Calls
Absolutely not allowed
Organizations/Agents/Agency cannot make unsolicited phone calls, home visits uninvited or engage in other forms of unsolicited outreach
Call Recordings
- Sales calls MUST be Recorded
- Marketing calls MUST be Recorded
- Including Retention Marketing
- Enrollment calls MUST be Recorded
- In Person Meeting DO NOT need Recorded
- BUT- with prospects permission- not a bad idea to record them if possible
PTC (Permission To Contact)
Obtain Explicit Permission
- Before engaging in direct communication (phone calls, emails, etc.)- you must obtain explicit permission from the beneficiary to be contacted
- General Unsolicited Emails may be sent out without PTC but they MUST have an opt-out option(sometimes it’s easier/less stress to just not do these)
- Ensure that PTC is documented and readily available for review
- PTC is valid for 12 months only
- Beneficiaries have the ability to revoke their permission to be contacted at any time
- Beneficiaries have the right to only allow certain forms of contact
- Examples:
- Calls only- Opted out of email
- Emails only-Opted out of Calls
CAN | CAN’T | |
May send out business reply cards (BRC) | Cannot send unsolicited text messages, leave voicemail messages, send direct messages through social media. (including under the guise of selling a non-MA/PDP product) | |
May call a beneficiary who has expressly given advance permission (submission of a business reply card or scope of appointment)
| Cannot approach beneficiaries unsolicited (door to door, walking up to cars, approaching in parks and supermarkets) | |
If agent has a pre-scheduled appointment, and the enrollee is a no-show, may leave information at the enrollee’s residence | May not market to beneficiaries door to door, including leaving materials at a beneficiary's doorstep. | |
May call beneficiaries who attended a marketing/sales event if prior permission was given and documented. | Cannot collect PTC for spouse (each individual must give express permission) |