AOBG Zero Tolerance Policy

This is a friendly reminder about AOBG's zero-tolerance policy for prohibited activities by agents. Engaging in these activities can lead to serious consequences, including disciplinary action and loss of commissions.

Keeping it Transparent: Member Review and Confirmation

We emphasize member review and confirmation for any application changes. This ensures everyone's on the same page and protects members' access to care. Here's what you need to do:

• Proof of Consent: Always obtain verifiable proof of member consent before enrolling a new member or making any changes to an existing application. This can be a recording, signed form, or digital communication (text or email).
• Member Approval is Key: The member must always review and confirm the accuracy of all changes before submission. Old consents are not sufficient.
• Online Leads Require Extra Care: When enrolling members from online ads, forms, or social media leads, conduct a thorough review with the member. Maintain clear documentation of their review and confirmation.
• Respecting AOR Locks: Soliciting changes for members locked with another agent is prohibited. Only accept and process changes if the member has a valid reason and formally requests the AOR change themselves through the carrier's Member Services department (phone number on their card).
  

Focus on Accuracy: Avoiding Misrepresentation

Let's be clear and upfront with prospective members. Here's what to avoid:

• Misleading Information: Don't misrepresent plans, incentives, or benefits. Correct any misunderstandings and clarify details.
  
• Cash or Gift Promises: During sales, emphasize accurate plan offerings. Neither you nor the agency can offer cash, gift cards, or monetary rewards for enrollment.
  
• Marketplace vs. Government Programs: Clearly explain Marketplace enrollment and differentiate it from direct government financial programs. Explain that Advanced Premium Tax Credits (APTC) and Cost-Sharing Reduction (CSR) go towards health plan costs, not everyday expenses.
  
• Earning Wellness Rewards: Be clear that wellness benefits are earned, not guaranteed.
  

Maintaining Integrity: Avoiding Fabricated Information

Always ensure member eligibility information is accurate. This includes documentation, recordings, and digital proof. Don't pressure members to answer questions for a specific outcome or estimate income inaccurately for subsidy purposes. All application fields must reflect the truth at the time of submission.

We're all committed to providing our members with the best possible service. By following these guidelines, we can ensure a smooth and ethical enrollment process for everyone.