The Right
Customer Journey
Our smooth, friendly experiences make user interactions enjoyable.
This approach boosts sales and builds lasting customer loyalty!
One to One Marketing
is here.
What to Know in 2025
Compliance
01
- Closing the Lead Generator Loophole: CMS, in alignment with the FCC's new rules, has tightened the requirements for obtaining consent in marketing practices. Previously, a single consent could be used to authorize communications from multiple businesses. The new rules now mandate that consent must be clear, specific, and apply to one seller at a time. This means lead generators can no longer use broad consent to pass on leads to multiple businesses, significantly reducing the risk of unwanted or deceptive marketing practices.
- One-to-One Marketing: For any outbound marketing, including calls and texts, there must be clear and conspicuous branding that identifies the specific seller. Consent must explicitly authorize communication from that one seller alone, and the communication must be logically related to the interaction that prompted the consent. This approach ensures that beneficiaries are fully aware of who is contacting them and why, thereby enhancing transparency and reducing the likelihood of consumer confusion or complaints.
- Retroactive Permission To Contact: The retroactive consent requirement is applicable across all industries due to the one-to-one marketing rule. This means that any consent collected before the enforcement of the new rules (starting October 1, 2024) must now meet the updated standard of being specific to a single brand or seller. This is not limited to ACA-related activities but impacts all sectors where lead generation and marketing practices are used.
02
- Beneficiary Initiated Calls: If a beneficiary calls in to inquire about enrolling in a policy, the 48-hour Scope of Appointment (SOA) rule does not apply.
- Outbound Calls: If an agent initiates an outbound call to a beneficiary to discuss or enroll them in a policy, the 48-hour Scope of Appointment (SOA) rule applies. The agent must secure the SOA and wait at least 48 hours before discussing plan specifics or completing the enrollment process.
03
Health Equity: The 2025 CMS updates emphasize reaching underserved communities through ACA plans. Complying with these rules can expand your market by tapping into segments with targeted subsidies, potentially increasing enrollments and revenue.
Data Security: CMS now mandates that all consumer data collected during phone enrollments must be handled in compliance with HIPAA regulations. This includes secure storage, transmission, and restricted access to prevent unauthorized breaches.
Agent of Record (AOR) Changes: The new CMS rules require that any AOR change during phone calls must be clearly documented and explicitly agreed upon by the client, ensuring there are no disruptions in their service or coverage.
Accurate Marketing: CMS guidelines now require that all marketing claims about ACA plans be clear, accurate, and supported by current, verifiable data. Superlative terms like "best" or "most comprehensive" must be backed by evidence, ensuring compliance and building consumer trust.
The Right Customer Journey
The Right Customer Journey is built on trust, integrity and transparency.
By embracing this standard, each call is focused and credible, building trust from the outset. Our commitment to compliance enhances the entire customer journey, making every interaction both efficient and truly effective in driving conversions.