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AEP season might be over, but now is the time to start planning for 2022.

December 17th, 2021

I know that we just ended AEP December 7th, but I think this is a great time to start planning for 2022. This next quarter is critical for setting the tone for 2022. I have a few ideas to share with you that I hope will help you start 2022 off strong, and help you retain the clients that you have worked so hard to get during AEP.

AEP Client Retention Strategy

3 Day Call:

The last thing a new member needs 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. 

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Rick Roberts

Health Marketing Manager

  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 Day 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 member 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.
  • 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 Day Call:

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

  1. Introduce yourself and your agency.
  2. Follow up on the previous month’s call.
  3. Begin a conversation about value-added services.
  4. Close the call by making sure the member feels supported.
  • 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 Day 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.
  5. 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.) More to follow about OEP below…
  • Ask for referrals, including names and addresses, but don’t request email or phone numbers.
  • Schedule time to sit down your member if you have not already done so to see what other needs they may have. There are many products that can help your clients fill the gaps in coverage and things that are not covered by Medicare. Many of us know that dental is one such benefit that is not covered by Medicare or a Medicare supplement, but it is something that many clients are interested in. For those agents that sell Medicare advantage plans, hospital indemnity plans help cover those out-of-pocket cost for a hospital stay. Of course, you can always talk to your clients about the need for cancer insurance, life insurance, long-term care, and annuities. If you would like to learn some techniques in cross selling other products with your Medicare beneficiaries, please let us know we would love to help you.


After 90 Days

91-365 Day Checklist:

  • 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 Enrollment Period (OEP) January 1st through 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.

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 an 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 this AEP.

For more Industry News and Tips and Resources regarding Medicare Supplement,

Reach out to Rick Roberts.

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