As of OEP 2024, if your client already has an ACA policy with another Agent of Record (AOR), CMS requires a 3-way call to complete the enrollment and update the AOR. This requirement applies when submitting an application through MyMFG using the EDE platform.

Begin the eligibility application in MyMFG using the EDE person search. Complete the eligibility portion as normal.

After completing the eligibility application, click Select a Plan. When you click Submit, you will receive an Error Submitting Enrollment message. This error indicates that a CMS 3-way call is required due to an existing AOR.

Contact your client and explain that CMS requires a 3-way call to update their Agent of Record. Once connected with CMS, instruct the client to inform the representative that their application was started on an EDE platform and they would like to revoke their previous AOR consent.

Initiate a 3-way call with CMS. The client must speak directly with the CMS representative and grant you permission to speak on their behalf. Ask the client to provide 365-day consent in case future updates are needed.

During the call, inform the CMS representative that the application was started on an EDE platform, you need assistance updating the AOR, and you need help adding the selected plan.

After CMS completes the enrollment:

You can also reach the client's eligibility screen directly from their client profile by selecting the EDE Eligibility tab and clicking View.

Important: If you do not mark the application as submitted by CMS, the status will remain "In Progress."

Note: It may take up to 24 hours for the AOR change to reflect.

Enrollments completed through a CMS 3-way call will not automatically appear in the client's profile in MyMFG or in reports. You may attempt to re-submit the application in MyMFG. If successful, you will see a confirmation message: Enrollment successfully submitted.

We recommend waiting a few days to allow CMS time to process and update the AOR before attempting to resubmit.

Agents who experience problems (misinformation, the representative questions the plan selection, etc.) should report the call to the FFM agent/broker helpdesk at [email protected].

Information needed to report a call includes: date and time, App ID, consumer's state, phone number of person who placed the call, and a summary of the issue.

For additional help, please contact Producer Support, which is available by chat directly from your account, by phone at (866) 568-9649, or by email at [email protected].