Why Our Office Will Record Calls & Provide a New Disclaimer This Fall

This fall, you may notice our office recording calls for the first time and providing a new disclaimer at the beginning of phone calls. These changes directly result from new compliance rules released by the Centers for Medicare & Medicaid Services (CMS).

Here’s what to expect during the Medicare Annual Enrollment Period this fall.

We Must Record Phone Calls

One of the new compliance rules released by the Centers for Medicare & Medicaid Services (CMS) is we must record phone calls.

We now need to record calls with all customers who want to discuss Medicare Advantage and/or Part D prescription drug plans.

We also must store these call recordings for a minimum of 10 years. This is to ensure we have documentation of your interaction with us in the event of a complaint that CMS would investigate.

Rest assured our office has never had any complaints, but we still must comply with this new rule.

Most organizations record calls nowadays, so we hope this adjustment is an easy one for all our clients. If you are not comfortable with your phone call being recorded, we would love to meet with you for an in-person appointment.

We Must Recite a New Disclaimer

The second new compliance rule you may notice this fall is a new, required disclaimer.

Here is the disclaimer you will hear:

“We do not offer every plan available in your area. Any information we provide is limited to those plans we do offer in your area. Please contact Medicare.gov or 1-800-MEDICARE to get information on all of your options.”

Sams/Hockaday is a brokerage, meaning we offer insurance plans from many companies. However, we review the plan options each year and go through the testing and certification process with the carriers that offer the most competitive plans.

If a plan is not competitive, we do not test and certify to sell it. Since our agents do not offer every single plan in Macon County (and surrounding counties), we must recite this disclaimer.

You will most likely hear this disclaimer on phone calls, and we are required to say it within the first 60 seconds. We apologize if this feels unfriendly or stiff, but we are committed to complying with CMS rules and regulations.

We Are Here to Serve

Sams/Hockaday has been serving local seniors for over 40 years. We are dedicated to complying with all the necessary rules and regulations of our industry, and we want you to be informed about them.

Now that you know what to expect this fall, we look forward to setting appointments and helping you secure the most competitive health and drug plans for your needs and budget.

We will continue to update you on any other changes as the fall enrollment season approaches. Have a great summer!