CMS Encourages Marketplace Carriers to Increase Agent Oversight and Implement Call Recording

CMS recently released guidance on call recording best practices for agents writing ACA plans in states on the Federal Marketplace. Learn more about the potential changes and why we recommend implementing this recommendation sooner rather than later.

 

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References:

"Best Practices for Issuers for Plan Year 2027 Agent and Broker Oversight." Cms.gov, Centers for Medicare & Medicaid Services, 19 Oct. 2026, https://www.cms.gov/files/document/py27-issuer-ab-oversight-guidance.pdf.

"CMS issues new guidance on ACA insurers as open enrollment looms." Insurancenewsnet.com, Insurance News Net, 21 Oct. 2026, https://insurancenewsnet.com/innarticle/cms-issues-new-guidance-on-aca-insurers-as-open-enrollment-looms.

"CMS Model Content Form for Marketplace Agents." Cms.gov, Centers for Medicare & Medicaid Services, https://www.cms.gov/marketplace/agents-brokers/files/cms-model-consent-form-marketplace-agents-brokers.pdf, Accessed 27 Oct. 2026.

"CMS urges marketplace insurers to have brokers record consumer calls." Beckerspayer.com, Becker's Payer Issues, 20 Oct. 2026, https://www.beckerspayer.com/payer/aca/cms-urges-marketplace-insurers-to-have-brokers-record-consumer-calls/.

Stover, Danica. “PY27 Issuer AB Oversight Guidance Final: Danica Stover.” LinkedIn, 26 Oct. 2026, https://lnkd.in/p/eegtPAA9.

 

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