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Looking Ahead: Client Strategies Nov. 26th, 2019

Are you looking forward to the first quarter of 2020?

If not, you should be!

I know that we are still in the middle of AEP, but I think it is a great time to start planning for 2020. This next quarter is critical for setting the tone for 2020. I have a few ideas to share with you that I hope will help you start 2020 off strong, and help you retain the clients that you have worked so hard to get during AEP.

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Rick Roberts

AEP Client Retention Strategy 3 Days Call


The last thing a new member wants is a surprise. So three days after enrollment, call them. Thank them for enrolling. And then explain exactly what materials they’ll be getting from the carrier. Here’s how the conversation could go. 

  1. Introduce yourself and your agency.
  2. Thank the member for choosing their plan. Remind them of the plan they chose and be certain to indicate the day of the week that they enrolled in it. Then do exactly that. Outline exactly what the member will get from the plan and when it’ll arrive.
  • Enrollment Letters
  • ID Cards
  • Plan Coverage Package
  • Encourage members to create their online accounts
  • Thank the member

30 Days Call

A month goes by pretty fast. But a lot happens in it that will set the stage for the coming year. So, 30 days after enrollment, call your members to walk them through some simple things they can do to make the most of what their plan has to offer. To ensure this call makes an impact, follow this outline.

  1. Introduce yourself and your agency.
  2. Follow up on the topics you covered at the three-day mark.
  3. Dive into benefits they should take advantage of immediately.
  4. Finish the call with clear next steps.

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  • Encourage your members to make contact with their doctor. This will give you an opportunity to review the importance of using network providers and finding specialists.

    › Use Physician Finders to find participating providers.
    › Explain how to access the directory. Get them a hard copy if they ask for it.
    › Demonstrate how to use it so your new member feels confident finding doctors and specialists.
    › Provide the resources you discussed on the call.

60 Days Call

Skip forward to a couple of months after enrollment. Your clients should be feeling comfortable with their plans. That means it’s a good time to explain the advanced benefits and value-added services that make their plan unique.

The Key to Retaining Clients is Never Losing Touch in the First Place (1)
  1. Introduce yourself and your agency.
  2. Follow up on the last call.
  3. Say that good health starts with preventive care.
  4. See if there are others who need your help.

    Ask if they have any questions, remind them you’ll be checking in again next month and provide any of the resources you discussed on the call

90 Days Call

Client retention is a year-round investment. The more value you add to your relationships, the more it helps your credibility. (And the more likely it becomes that your clients will talk about you with friends and family!) It’s the retention circle: when members are more engaged in their plan, they’re usually happier with the plan. And the happier they are, the more likely you are to keep them as clients.

  1. Introduce yourself and your agency.
  2. Follow up on the last call.
  3. Say that good health starts with preventive care.
  4. See if there are others who need your help.
  • Remind the member of SEP opportunities that might help friends and family.
    (Remember, a beneficiary must ask about changing plans or indicate dissatisfaction with their plan for agents to discuss Open Enrollment Period.)
  • Ask for referrals, including names and addresses, but don’t request email or phone numbers.
  • Schedule a review of other products with your members if you have not already done so.

After 90 Days

  • Send birthday cards.
  • Send holiday cards.
  • Ask for referrals, including names and addresses, but don’t request emails or phone numbers.

October and November are a special opportunity. Be sure to call members. You can discuss plan changes and enhancements.

And beginning Oct. 1, schedule reorientation seminars that get seniors up to speed on what’s to come in the upcoming year.

Open Enrollement Period (OEP) January 1st - March 31st

What is the Medicare OEP?

The OEP allows beneficiaries who are enrolled in a Medicare Advantage Plan to make a one-time change. Beneficiaries can use the Medicare OEP to:

  • Switch from one Medicare Advantage plan to another Medicare Advantage plan
  • Disenroll from a Medicare Advantage plan and return to Original Medicare, with or without a Part D drug plan.

The Medicare OEP does not, however, allow a beneficiary to change from one Part D plan to another.

Rick Roberts

Catch Up On My Previous Articles

Read my last article on 2020 Star Ratings, the real cost of stand-alone PDP plans, and more…

IMPORTANT—Agents may not market the ability to make plan changes during the Open Enrollment Period. If the member indicates dissatisfaction with the plan they’ve selected AND it’s within the OEP of January 1-March 31, you may discuss all applicable election periods with the beneficiary, such as OEP or SEP, if the member qualifies for a SEP. The beneficiary must initiate the conversation!

We get that OEP comes with a lot of uncertainty. It’s more crucial than ever to try new ways to invest in client retention so you don’t lose the book of business you worked so hard to grow during AEP.