Texas Connection - September 2013

More “News, Satire & Opinions for Independent Agents from Independent Agents” at www.PIATX.org

Texas Connection

Viva Las Agents!

Contents VIVA LAS AGENTS!......................... 1 STUDY: 60% OF DIRECT BUYERS EVENTUALLY RETURN TO INDEPENDENT AGENTS: .................. 5

Let's start the Holiday Season in style with a day of marketing seminars, Trade Show and Holiday Casino Party at the historic Menger Hotel in San Antonio.

Agenda 1:00 p.m. - 3:00 p.m.: Everything you need to know about the opportunities from the ACA Confusion

AN INTERESTING EQUATION - E&O LOSS PREVENTION = INCREASED SALES ......................................... 12

3:00 p.m. – 5:00 p.m.: Everything you need to know about being on Page #1 in Google Local Search

WHO HAS TO PROVIDE ACA EXCHANGE NOTICES 10/01? Q&A 16

5:00 p.m. - 10:00 p.m.

The editorial content is valuable information but as always you should do your own due diligence and evaluation. The content is meant to be for informational purposes only and does NOT warrant an endorsement by the Texas Professional Insurance Agents in any form or fashion

Welcome Reception Room reservations only $99.00

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The link below will send your group to the Menger booking engine with the group information prepopulated.

Prize Auction Casino Chips

https://bookings.ihotelier.com/book ings.jsp?groupID=1098388&hotelI D=75799 The attendees may also go to www.mengerhotel.com. Click on GROUP CODE and enter, PIA2013 and the travel dates.

Come learn how you can maximize the opportunities from the Affordable Care Act enrollment process and how to be #1 in Google Local Search for your agency.

Agent / CSR Online registration at http://pia1102.eventbrite.com

Texas PIA’s Texas Connection

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with PIA

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September, 2013

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Registration

September, 2013

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PIA’s 2013 Agency Marketing Guide – Getting More Out of What You’ve Got

“The way that agents promote their services to prospects and clients continues to evolve, and agents must not be complacent,” said Alexi Papandon, vice president of marketing and affiliate relations for PIA National. “Yet as fast as things change, much of what PIA has published in our Agency Marketing Guide over the past four years remains current. I urge all insurance professionals to visit www.PIAAgencyMarketingGuide.com and read past issues of the PIA National Agency Marketing Guide.”

Fourth Edition of Association Publication Focuses on Maximizing Agency Resources

The 2012 Agency Marketing Guide focused on how agents can make personal lines insurance a profitable and valuable part of their agency’s offerings. The 2011 publication included an Agents’ Guide to Internet Marketing. The inaugural PIA National Agency Marketing Guide, published in 2010, contained a soup-to-nuts guide on how independent insurance agents can use social media to support their agency’s sales strategy.

WASHINGTON – The National Association of Professional Insurance Agents (PIA National) has unveiled the fourth edition of its annual Agency Marketing Guide. The 2013 PIA National Agency Marketing Guide is mailing to PIA members across the country and is now available to PIA agents online at www.PIAAgencyMarketingGuide.com.

Past issues of the PIA National Agency Marketing Guide have received numerous awards, including the MarCom Gold Award, presented by the Association of Marketing and Communication Professionals, and the APEX Award of Excellence.

The 2013 PIA National Agency Marketing Guide contains hands-on marketing advice from some of the insurance industry’s premier experts. This year’s publication focuses on how agency owners can get the most out of their people, processes and systems, so that they can increase sales and improve their bottom line.

Authors provide specific suggestions to those tasked with managing producers, so that they can align their hiring, training and compensation systems with their agency’s goals. Sales processes are examined in light of technological advances that promise to help agencies earn money they have been leaving on the table.

The 2013 PIA National Agency Marketing Guide is the latest offering from PIA National’s award-winning PIA Branding Program, Local Agents Serving Main Street SM America (www.piabrandingprogram.com). Through the PIA Branding Program, PIA National provides PIA members with marketing tools and services, including Internet marketing services as well as print and radio advertisements, in both English and Spanish.

PIA National wishes to thank the sponsors of the 2013 PIA National Agency Marketing Guide: Astonish, Bankers Financial Corporation, Rough Notes and Seaworthy Insurance Company.

“When an agency hires a producer, it is making a serious financial commitment,” said PIA National President Andrew C. Harris. “Agencies need to increase their odds of success by making smart hires, implementing a producer development program and actively managing their sales force. Having good sales people in place is a critical part of every agency’s marketing program. They are truly the lifeblood of the insurance agency. Without new production, we will not be able to compete in the market. This is why we addressed it in this year’s Agency Marketing Guide.”

“The way in which Americans shop for insurance has changed a lot over the past few years,” said Harris. “The good news for independent agents is that young people and Baby Boomers still want a personal relationship with a professional agent. PIA’s research, discussed in the new Agency Marketing Guide, bears that out. By adopting current marketing practices, independent agents will be well situated to prosper in the modern insurance marketplace. People need the advice and counsel of experienced insurance professionals to cope with the complexity of the financial services challenges facing them today.”

In addition to its focus on maximizing an agency’s resources, the 2013 PIA National Agency Marketing Guide provides practical guidance for agents who want to utilize new and emerging marketing tools. This includes up-to-the-minute guidance on promoting agencies using social media, how podcasting can help agents develop relationships and demonstrate their expertise, and what agents can do to increase their odds of showing up in Internet search results.

Texas PIA’s Texas Connection

Founded in 1931, PIA is a national trade association that represents member insurance agents and their employees who sell and service all kinds of insurance, but specialize in coverage of automobiles, homes and businesses. PIA members are Local Agents Serving SM Main Street America . PIA’s web address is www.pianet.com.

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September, 2013

The Texas PIA is pleased to announce the endorsement of Imperial PFS. Imperial PFS is one of the largest premium finance companies in the U.S. and Puerto Rico. Built on a foundation of close working relationships with our agency partners, our national expertise and personal service make us the industry leader. We are committed to providing superior customer service and the most efficient finance process available.

The Imperial PFS Advantage:        

Easy loan acceptance with no impact to your client’s existing credit lines Flexible terms and fixed rate for length of loan Multiple policies financed with one loan and the convenience of one bill Low minimum amount financed and no maximum Payment options including an online ACH or credit card payment, check by mail, automatic debit and IVR phone payment Online quoting and ease with account management Online account information available for insureds to view account history and make payments.

Cancellation warning email to agents and insureds

Your participation with Imperial PFS not only benefits your agency but your association as well. With local sales executives and regional branch offices, we offer a unique perspective to accommodate your needs. Please contact Lynn Wiegand at 713.419.4491 or your Imperial PFS branch office at 800.444.8815. We look forward to working with you.

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Study: 60% of Direct Buyers Eventually Return to Independent Agents: Most customers who are lured away from independent agents by direct insurers promising lower prices will ultimately return to an independent agent.

According to a recent study commissioned by The Hanover Insurance Group, nearly 60 percent of consumers who had purchased insurance through a direct channel ten or more years ago reported switching back to an independent agent because they wanted more value.

Health Agents: Have You Begun Your Federal Marketplace Training?: Agents and brokers are required to complete training from the federal government before they are eligible to sell health insurance policies in a Federally-Facilitated Marketplace (FFM). Open enrollment begins on October 1 for coverage beginning on January 1. Agents and brokers can complete the training now, though they will have to complete an identity proofing process.

This study was conducted for The Hanover, an independent agency company and member of the PIA Partnership, by the research firm InsightExpress, which surveyed 1,000 consumers who purchased insurance through direct channels 10 or more years ago. Most consumers who switched back to independent agents cited expertise and convenience for their decision.

According to the survey, the motivators for consumers who switched to work with independent agents also included the benefits of having one point of contact to handle insurance needs and questions and having the guidance of an experienced personal insurance professional.

Has your state defaulted to a FFM? Check here.

Online Training: https://marketplace.medicarelearningnetworklms.com/De fault.aspx Resources for Agents and Brokers: http://www.cms.gov/CCIIO/Programs-andInitiatives/Health-Insurance-Marketplaces/a-bresources.html

“This research demonstrates that consumers really value the advice provided by independent agents and the personal relationships they build with their customers,” said Mark R. Desrochers, president, personal lines insurance at The Hanover. “The majority of respondents said their number one reason for switching from a direct insurance provider was to have someone to guide them through their insurance buying decisions. Clearly trust and expertise are important to consumers.”

Official Healthcare Reform Registration and Training, Part I and Part II, Now Open: On Friday, August 20, the U.S. Department of Health and Human Services (HHS) launched Part II of the official registration process for agents and brokers who wish to participate in a Federally-Facilitated Marketplace (FFM).

Part II, an identity proofing process, is required for agents/brokers who wish to serve in the individual market. Part I was launched earlier this month.

“The study shows that consumers realize the value that independent agents bring. That’s why we deliver our products exclusively through agents who are ‘the value creating channel,’” said Dick Lavey, president of field operations and chief marketing officer at The Hanover.

Navigating the various government websites can be complicated, but the links below will point you directly where you need to be: 1.

Are you in a state that will use a FFM and need the official training? Check here: http://www.pianet.com/docs/2013/PIA_healthexchange_ 20132.pdf

Study Shows Consumers Who Go Direct Return to Independent Agents (Hanover 8/12/13)

2.

Part I/Training: https://Marketplace.MedicareLearningNetworkLMS.com (after completing training, allow for 48 hours to pass before your training results are transmitted to Part II) 3.

Part II/Registration: https://portal.cms.gov/

4.

HHS Webinar Slides on the Agent/Broker Training and Registration Process: http://www.cms.gov/CCIIO/Programs-andInitiatives/Health-InsuranceMarketplaces/Downloads/agent-broker-registrationwebinar.pdf

Texas PIA’s Texas Connection

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September, 2013

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September, 2013

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PIA Partnership Announces 2014 Project: Voice of the Customer: Commercial Lines WASHINGTON — The PIA Partnership, the company relations council of the National Association of Professional Insurance Agents (PIA), has announced its annual project for 2014 Agency Touch Points – The Voice of the Customer: Commercial Lines will conduct a nationwide survey of commercial lines customers to determine their buying preferences.

“Recent studies backed by direct writers and captive carriers have contended that some buyers of coverages such as small and midsize business owners protection (BOP) have asserted that a majority want to purchase such coverages online,” said PIA National President Andrew C. Harris. “We believe that such studies lack credibility, and that a more objective picture of buyer preferences is required.” Commercial insurance customers have been relying on the advice and counsel of their Professional Insurance Agent, just as they have with their CPA and Legal Counselor.

Recent projects of The PIA Partnership have included Reaching Gen Y and Making the Internet Work for You; A Practical Guide to Successful Planning; Perpetuation Central; Agency Touch Points – The Voice of the Customer: Personal Lines; and Closing the Gap – Growth & Profit.”

Current PIA Partnership companies include: Encompass Insurance; Erie Insurance; Harleysville Insurance; Liberty Mutual Insurance; MetLife Auto & Home; Progressive Insurance; Selective Insurance Group; State Auto Group; The Central Insurance Companies; The Hanover Insurance Group; The Hartford; The Motorists Insurance Group; and Travelers.

Advertise in the Texas Connection Attention: Insurance Companies, MGA’s, Premium Finance Companies & Insurance Industry Vendors:

Agency Touch Points – The Voice of the Customer: Commercial Lines will be the follow-up to the PIA Partnership’s groundbreaking 2012 study, Agency Touch Points – Voice of the Customer: Personal Lines.

Check out the rates for the most cost effective method of keeping your message in front of your customers …

The 2012 survey on personal lines found that customers value what agents can do for them more than they value having a choice of products and policy coverages, and they are eager for producers to take a more active role in delivering those services. It found customers are looking for expert advice and counseling, personalized attention and interaction, the ability to offer comprehensive protection to meet individual needs and excellent “relationship-based” customer service. The survey also found that customers care about coverage and that price is not the primary determining factor.

The Independent Insurance Agent.

“We are pleased that The PIA Partnership will embark on a research project that will provide objective findings about what commercial lines customers really want,” said Douglas P. McCormack, assistant vice president of National Client Practices at The Hartford and Chair of The PIA Partnership. “Focusing our research in 2014 on the commercial lines marketplace, which is served well by Professional Insurance Agents, is a natural follow-up to our previous research on personal lines, and it will likely provide additional valuable insights for our industry.”

About the PIA Partnership Founded in 1996 with start-up funding from PIA National, The PIA Partnership identifies areas of opportunity in the agency-company partnership, facilitates dialogue between company executives and PIA leaders and conducts solution-oriented research designed to enable both agents and companies to profit from these opportunities.

Texas PIA’s Texas Connection

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About PIA Founded in 1931, PIA is a national trade association that represents member insurance agents and their employees who sell and service all kinds of insurance, but specialize in coverage of automobiles, homes and businesses. PIA members are Local Agents Serving SM Main Street America . PIA’s Web address is www.pianet.com.

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September, 2013

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An Interesting Equation - E&O Loss Prevention = Increased Sales

Your agency has now strengthened its defense if a problem develops down the road. Your letter could be a key piece of evidence in protecting the agency.

by Curtis M. Pearsall, CPCU, AIAF, CPIA President – Pearsall Associates, Inc., and Special Consultant to the Utica National E&O Program While virtually every agency is looking for ways to add premium volume, many agencies are also trying to identify opportunities to enhance their errors-andomissions culture and commitment. As agencies work to make the best use of their resources, some may believe this has the potential to create a dilemma. It is interesting and ironic that these two initiatives are not totally independent. In fact, some may call it a “match made in heaven.” A strong focus on E&O loss prevention should also result in premium growth for an agency.

A significant aspect of this E&O loss prevention approach involves education. If your agency subscribes to the concept of “the best customer is an educated customer,” premium growth should be one of the end results. While there are numerous opportunities and approaches to educate customers on how their insurance responds, the conversation to educate them before they suffer a loss will go smoother than after the loss.

Recent surveys note that, on average, insurance agencies write fewer than 1.5 policies per account.

When you consider that, at minimum, the average personal lines account has at least 6-8 policy opportunities, this indicates there is real potential to write business. What are the numbers in your agency?

A proactive position It’s possible your agency has some customers who might not be aware exactly how their insurance program works. Namely, what’s covered and what is not. It is interesting, when looking at some early E&O claim activity from Super Storm Sandy, how many customers did not have flood coverage. There are actually a fair number of E&O claims where agency customers believed their homeowner’s policies provided coverage for flood claims.

The following example shows how E&O loss prevention can result in increased sales. It is projected that less than 25% of ladies diamond rings are insured on a floater in the United States. Why is the number so low? Some customers could be under the impression that they have adequate coverage under a homeowner’s policy. What if your agency wrote to all of its customers to educate them on the coverage they have for that jewelry under a homeowner’s policy, contrasting it with insuring that jewelry on a jewelry floater? When advising customers that securing coverage for “mysterious disappearance” requires a floater, is it possible that some customers will buy the floater? Definitely! What if no customer bought the floater? Have your efforts been a waste of time? Not at all.

Texas PIA’s Texas Connection

An insurance survey about a year ago indicated that less than 50% of renters have the proper coverage – liability or property. It appears that many of these renters believe the landlord’s insurance covers their personal belongings. When it is best to educate them – before the claim or after it? With the average renter having approximately $30,000 of personal belongings, a fire could be catastrophic for customers if the proper coverage isn’t in place. Taking a proactive position in reaching out to this segment of the market has the potential to result in increased sales while minimizing the likelihood of your agency facing an E&O claim.

Sales and education More and more agencies are looking to ensure their customers understand how their insurance works. What if you wrote to your homeowners customers and included a statement such as: "Please remember to notify us if you purchased or received valuable items such as, but not limited to, jewelry, paintings, furs or firearms. There are special coverages for these types of items that may not be covered under your homeowner’s policy. In addition, please take note that flood is not covered under your homeowner’s policy, but we would be happy to provide you with a proposal."

Imagine how much more flood insurance an agent affected by Super Storm Sandy would have written. The result: increased sales and a more educated customer. If not a single customer purchased any of the coverages mentioned, it is questionable whether they would have a solid position in a claim against the agency.

Popular ways to educate customers Be an agency that educates its customers. You will be providing an important value to your agency prospects and customers, which should result in new business sales and higher retention. Methods include: Annual account reviews. Develop a campaign to perform annual reviews for your customers or at least invite them to have this done. One option is to develop a questionnaire to mail to your customers. Customers would be advised that if they identify certain exposures, they should contact the agency to understand what coverage they have today for that exposure and what options should be considered.

Newsletters. These can be paper or electronic.

Address issues unique to the time of year. These could be weather-related or may involve matters such as the insurance implications of kids going off to college.

Continued on page 14

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September, 2013

Your clients deserve more than just insurance.

Offer them the added security of TicketProtect™ including emergency roadside services.

Even good drivers make mistakes.

Good drivers need protection against those times when a small driving error results in being issued a hefty summons.

That’s why we’re offering a product that combines legal fee reimbursement with emergency roadside service.

TicketProtect™ can keep driving mistakes from becoming financial disasters.

TicketProtect™ affords good drivers a safety net. Simple driving mistakes shouldn’t end up costing anyone a fortune in penalties. Ticket Protect™ will reimburse members for citations received up to $150, legal fees reimbursement up to $200, and up to $250 for defensive driving courses. This legal fee reimbursement benefit pays back members for most non-reckless vehicle citations.

Clients also receive Emergency Roadside Service and other valuable benefits!

For more protection we’ve added Emergency Roadside Service featuring: • Towing • Fluid Delivery • Tire Change • Jump Starts • Lock-Out • Concierge Services Additional benefits include: • Hotel discounts • Car rental discounts • Trip Routing

Ask your carrier if they have TicketProtect™ For more information:

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Daniel Jensen Jensen Insurance Agency Splendora, Texas

Social media postings. This is a great way to educate customers on a variety of issues. Many agencies have advised that this education has provided their agency with a solid brand in their community.

The Insurance proposal. Strengthen your proposals by including definitions of key insurance terms. Avoid abbreviations, such as ACV and RC, as many customers may not know what these mean.

Cross-selling opportunities. Look for cross-selling opportunities every time your agency interacts with customers. What if you created an incentive in your agency for the CSRs in rounding out the insurance for their customers? This can be a win-win for everyone.

Membership & General Information Joe Tipton

Limit options. Include limit options for your customers to consider. Not only will this help them to realize that higher limits are available, they may also find that higher limits are not as expensive as they thought.

Membership Director PO Box 700877, Dallas, TX 75370

Agencies that are truly serious about growing enhance their E&O loss prevention measures. Take the initiative to educate your customers. At the end of the day, you just may realize that you are selling more insurance.

TEL: 972-862-3333

FAX: 972-307-7888

Cell: 972-965-2025

Joe@PIATX.org

PIA National

E&O Solutions

A big Texas welcome to our new members!

We are happy to have you in the association and we hope you enjoy the benefits and interchange with professionals who share your care for our business. We look forward to seeing you at our Viva Las Agents Casino Night in San Antonio on November 2, 2013.

Joe Tipton, Membership Director Kimberly McFarland, CIC Crockett Agency, PC Donna, Texas Doug Hill Hill Insurance Agency Ingram, Texas Ray Mullen, CIC KRM Insurance Specialists LLC Royse City, Texas

Renewing your E&O every year isn’t much fun, is it?

Don’t you want to make sure that you’re getting the best price for the best coverage you can get on your renewal?

Why not compare with another company for your peace of mind?

It costs you nothing and you don’t have to be a member of PIA of Texas to move your coverage. Go to the E&O Program link at www.PIATX.org and print the applicable application and e-mail or fax it to us.

Do you want higher E&O limits but your carrier won’t quote what you want? That’s not a problem. Go to the E&O Program at www.PIATX.org and print the umbrella application from the link shown. Fill out the application and send it to us.

Don Walker Jacksonville Insurance Agency Jacksonville, Texas Chris Tipton Aardvark Insurance Agency Dallas, Texas Bill Taylor Craig Insurance Agency Houston, Texas Texas PIA’s Texas Connection

www.pianet.com

E&O Contacts

E&O Contacts

Houston area

Dallas area

Bob Dixon

Ray Reyes

bdixon@piatx.org

ray@piatx.org

866-577-7428

214-618-2365

832-375-0787

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September, 2013

enabled BY

flexibility Imperial PFS, the leader in premium financing, continues to focus on the success of our agency partners.

We strive to offer flexible premium financing programs for our partners and all of your accounts. Our financial strength allows us to provide customized financing programs that can give you more control over your cash flow, as well as a range of billing and payment options for your insureds. Imperial PFS is focused on providing you premium financing that meets your needs.

ipfs.com

marketing@ipfs.com

Austin: 800.444.8815

Houston: 832.308.7941

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The ACA amended the FLSA to require this notice of the availability of the health insurance exchange.

Who Has to Provide ACA Exchange Notices Today? Q&A

Accordingly, any employer that has employees covered by the FLSA or that itself is covered by the FLSA must provide the notice. Thus, it does not matter whether your organization provides health insurance or is not required to do so; the only requirement for the notice is that your employees or your organization is covered by the FLSA.

By Robin Thomas, Managing Editor October 1, 2013, Volume 15, No. 39 Click here for an online copy Today is the day the new health care exchanges open under the Affordable Care Act, and it also is the date by which employers should have notified employees about the availability of the exchanges. Do you know what information you have to provide?

Q: Which employers are required to provide notices to employees regarding the ACA health insurance exchanges? Do only those who do not provide health insurance coverage to employees have to comply?

Are there any penalties if we do not provide the notices?

A: Any employer covered by the Fair Labor Standards Act (FLSA) or that has an employee covered by the FLSA must comply. And, it does not matter whether your organization provides health insurance to employees – you still have to provide the notices. Here is a brief synopsis of the notice requirement.

The Patient Protection and Affordable Care Act, often referred to as ACA, was passed in 2010 and substantially overhauls the U.S. health care system in an attempt to provide health insurance to all Americans and to reduce health care costs. The law requires all individuals (with some exceptions) to have health care insurance and creates a complicated system of health insurance exchanges, subsidies, Medicaid expansion, government review panels, employer requirements, and insurance company coverage mandates. Most of the law’s provisions take effect in 2014 and 2015. By January 1, 2014, all individuals must have health insurance or face penalties, and by January 1, 2015, all “large” employers must provide health insurance for employees or face penalties.

However, a few key provisions take effect today, October, 1, 2013, including the requirements that health insurance exchanges open to allow individuals to purchase health insurance and that employers notify employees of the exchanges. Beginning January 1, 2014, individuals and employees of small businesses will have access to health care coverage through a new competitive health insurance market, referred to as the “Health Insurance Marketplace.” According to the Department of Labor (DOL), the Marketplace offers “one-stop shopping” to find and compare private health insurance options. Open enrollment for health insurance coverage through the Marketplace begins today, October 1.

Section 1512 of the ACA creates a new Fair Labor Standards Act (FLSA) section 18B requiring employers to provide a notice to employees of coverage options available through the Marketplace.

Texas PIA’s Texas Connection

(As a reminder, the FLSA’s requirements generally apply to employees engaged in commerce or in the production of goods for commerce. The statute broadly defines “commerce” as “trade, commerce, transportation, transmission, or communication among the several [s]tates or between any [s]tate and any place outside” the state. Thus, the FLSA applies to most employees. The FLSA also covers an organization’s employees if the employer meets the “enterprise coverage test.” An employer is a covered enterprise if it has a business purpose and: (1) it does an annual business of $500,000 or more; and (2) has employees, other than the owner of the enterprise or the owner's immediate family, who are engaged in commerce, in the production of goods for commerce, or who handle, sell, or otherwise work on goods or materials that have been moved in or produced for commerce. The FLSA further specifies that all employees of an enterprise are covered if: (1) the enterprise is a hospital or a residential facility engaged in the care of the sick, aged, or mentally ill; (2) the enterprise is a public or private preschool, elementary, or secondary school, institution of higher learning, or school for the mentally or physically disabled or gifted children; or (3) the enterprise is a public agency.)

All employees must receive the notice, even if they are currently covered under your health plan insurance.

Current employees should have received the notice by today, October 1, 2013, and all new employees should receive the notice “at the time of hiring,” which the DOL interprets as within 14 days of the employee’s start date.

(Interestingly, the ACA initially required that the notice be provided by March 1, 2013, but that date was delayed to coordinate with Health and Human Services educational efforts and the Internal Revenue Service guidances issued this summer explaining various provisions of the ACA and to provide employers with additional time to comply.)

The notice should provide information on the following three items: a. It should inform the employee of the existence of the Marketplace (referred to in the statute as the Exchange) including a description of the services provided by the Marketplace, and the manner in which the employee may contact the Marketplace to request assistance; Continued on page 18

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September, 2013

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ACA Notices Continued from page 16 b. If the employer health care plan does not provide “minimum value,” i.e., the plan reimburses less than 60 percent of the total allowable costs, it should explain that the employee may be eligible for a premium tax credit under section 36B of the Internal Revenue Code if the employee purchases a qualified health plan through the Marketplace; and c. If the employee purchases a qualified health plan through the Marketplace, the notice should state that the employee may lose the employer contribution (if any) to any health benefits plan offered by the employer and that all or a portion of such contribution may be excludable from income for Federal income tax purposes.

The DOL has provided sample notices you can use that are available online at http://www.dol.gov/ebsa/healthreform/index.html (general information on the notices, with links to the samples). There are two notices available. If your organization provides a health plan, you should use the notice at http://www.dol.gov/ebsa/pdf/FLSAwithplans.pdf, or if you do not provide a plan, you should use the notice at http://www.dol.gov/ebsa/pdf/FLSAwithoutplans.pdf. Use of the model notices satisfies the ACA notice requirement.

YOU CAN TRUST PPS Information provided in HR Matters E-Tips is researched and reviewed by the HR experts at Personnel Policy Service as well as employment law attorneys. However, it is not intended as legal advice. Readers are encouraged to seek appropriate legal or other professional advice.

Interested in using an article from HR Matters E-Tips on your Web site or in a newsletter?

Please contact Robin Thomas, Managing Editor of Personnel Policy Service, Inc., to request permission.

You can contact her by email at editor@ppspublishers.com.

Please note that the information in every issue of HR Matters E-Tips is the original, copyrighted work of Personnel Policy Service, Inc., and is protected under U.S. copyright laws. As such, you may not reprint or publish in any format any article or portion of article from HR Matters E-Tips without the express permission of Personnel Policy Service, Inc. Remember, too, we encourage you to pass along any issue of the E-Tips by forwarding it to friends and colleagues.

The ACA does provide for penalties of up to $100 per day for general noncompliance with the provisions of the Act that applies when a specific penalty is not assigned to a provision. However, the DOL recently posted a notice on its Web site indicating that employers will not be fined for failing to provide employees with notices about the health care exchanges. In fact, the DOL states “If your company is covered by the Fair Labor Standards Act, it should provide a written notice to its employees about the Health Insurance Marketplace by October 1, 2013, but there is no fine or penalty under the law for failing to provide the notice.” The DOL’s statement is available online at http://www.dol.gov/ebsa/faqs/faqnoticeofcoverageoptions.html.

Some experts have suggested that if there are no penalties for not providing the exchange notice then you do not have to provide the notice at all. However, this approach may lead to bigger ACA problems down the line, particularly if employees who do not receive notice about the exchanges are unhappy with coverage choices they make and claim they were uninformed about their choices. Further, as a practical matter, there is some question as to the DOL’s authority to suspend the penalties specifically provided for in the ACA statute.

Accordingly, your best approach is to provide the notice.

Texas PIA’s Texas Connection

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September, 2013

HARTFORD FLOOD NOW AVAILABLE TO PIA MEMBERS EASY ENROLLMENT. COMPETITIVE COMMISSIONS. EXCEPTIONAL SERVICE. The Hartford and PIA have joined together to provide PIA member agents the opportunity to offer your customers flood insurance through The Hartford.

The program is available to PIA members and their policyholders in all 50 states and Puerto Rico.

The PIA Advantage® As a participant in PIA National’s official flood insurance program, you have the power of PIA behind you. Our dedicated staff is here to help should you need assistance.

Furthermore, participating PIA members have access to the Flood Insurance Marketing Support Center – a PIA member-only benefit.

Contact Us For questions or more information about the program and how it can fit your agency, contact Joseph Surowiecki, Hartford Flood Program Director at 860-547-5006, Monday through Friday, 8:30 a.m. to 5 p.m. EST or learn more at www.pianet.com/floodinsuranceprogram Through its national flood insurance service center, The Hartford offers the most advanced Internet services available including: • Flood Zone Determinations • Claims Reporting • Policy Database Download and Maintenance • Electronic Application Submission • Electronic Movement of Premium Commission Funds • Rating Software Download • Production Reports • Assistance in Obtaining Elevation Certificates • Repetitive Loss Review

108389 Printed in U.S.A. © November 2012 The Hartford Financial Services Group Inc. Hartford, CT 06155 All Rights Reserved

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Certain Flood Insurance Subsidies Eliminated … Texas Policyholders Could See Rate Increases

By Dennis Kuhns, Division Director, Risk Insurance, Federal Insurance and Mitigation Administration, FEMA Flood insurance premiums for some of your clients will increase starting Oct. 1 as the Federal Emergency Management Agency (FEMA) continues to implement the Biggert-Waters Flood Insurance Reform Act of 2012 (BW-12).

You can help your clients understand the changes and prepare for their new bill.

The most important thing to know is that not everyone will see immediate rate increases as a result of BW-12. And only one group of policyholders — those in high-risk areas and in Zone D who pay pre-FIRM subsidized rates — might be affected by the changes taking place this year.

Only about 19 percent of all National Flood Insurance Program policies nationwide, or roughly 1.1 million, are subsidized. But the numbers vary from state to state and county to county.

According to data compiled in December, Texas has the sixth largest number of subsidized flood insurance policies in the country with more than 61,000, or about 10 percent of all policies in the state.

The other roughly 584,000 flood insurance policies are not subsidized and will not be affected by the removal of subsidies.

However, your clients might not know what a pre-FIRM subsidized policy is, let alone if they fit into that category. One way to help them know if they might be affected is to answer true or false to the following three statements: 1. The home or business is in a Special Flood Hazard Area (A, AE, A1-30, AH, AO, V, VE, V1-30) or undetermined risk area (Zone D.) 2. It was built before the community adopted its first Flood Insurance Rate Map (known as pre-FIRM) and was not rated with an Elevation Certificate.

3. A series of 9s or “null” appears in the Elevation Field on the policy’s declarations page indicating it is not elevation rated.

Texas Counties with the Most Pre-FIRM Subsidized Policies County Subsidiz Noned Subsidized Harris 20,904 249,302 Galveston 7,441 54,021 Dallas 2,072 5,226 Travis 2,057 6,461 Tarrant 1,942 5,932 Taylor 1,714 2,760 Brazoria 1,617 34,067 Lubbock 1,536 802 Bexar 1,319 6,915 Nueces 991 30,002 Source: FEMA

If all three are true, the client probably pays a pre-FIRM subsidized rate. However, that does not necessarily mean the subsidy will be removed at renewal.

Removing subsidies There are several triggers to begin the removal of a subsidy. You can determine the full-risk rate by rating the policy using an Elevation Certificate.

Policyholders with non-primary residences, business properties and properties that have experienced severe or repeated flooding will see a gradual removal of their subsidies. Policyholders of newly purchased properties, new policies and lapsed policies will lose their subsidies all at once. As of Jan. 1, rates for pre-FIRM, non-primary residences in most high-risk areas and Zone D began increasing 25 percent each year at renewal until they reach full-risk rates.

The timing of these increases will vary.

Beginning Oct. 1, additional pre-FIRM subsidized rates in most high-risk areas and Zone D will increase as follows.

Policies for the following properties will receive 25 percent annual increases until reaching full-risk rates: •

Business properties (this will apply to all non-residential properties)

•

Properties that have experienced severe or repeated flooding

The following types of policies will receive full-risk rates at policy purchase/renewal: •

Policies for properties purchased on or after July 6, 2012

•

Policies purchased on or after July 6, 2012

•

Lapsed policies reinstated on or after Oct. 4, 2012 Texas PIA’s Texas Connection

Page 20

September, 2013

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Primary residences that do not fit into any of the categories listed above will keep their subsidies unless and until they fall into one of the categories above. However, they are not impervious to rate increases. FEMA regularly updates rates in the NFIP Flood Insurance Manual. In October, those who retain their pre-FIRM subsidized rates will see an average increase of 16 to 17 percent.

As of December 2012, more than 39,800 subsidized policies fall into the category of primary residences that will not lose their subsidy at this time. More than 15,600 subsidized policies in the state will be affected by the 25 percent increase.

There is no plan at this time to remove subsidies for condos or multi-family housing structures. More than 5,900 policies in the state fall into this category.

Official guidance on the changes and implementing new rates can be found in WYO Bulletins.

Helping clients For you to determine the full-risk rate, your clients must provide you with an Elevation Certificate. The Homeowner’s Guide to Elevation Certificates might help them navigate the process.

Policyholders moving directly to the full-risk rates will receive a renewal notice that will not include a renewal premium because an Elevation Certificate is not yet on file for the building. Consider reaching out to these clients in advance to encourage them to get an Elevation Certificate before their policy expires.

If an Elevation Certificate is not provided by the expiration date, you can rate the policy using tentative rates for up to one year. However, tentative rates are significantly higher than the subsidized rates, and the policy must be elevationrated before a claim can be paid.

Recommend that clients who are phasing into their full-risk rate at 25 percent a year obtain an Elevation Certificate even though it is not immediately required. For some policyholders, the full-risk rate could be lower than the subsidized rate, and you can revise their premiums accordingly.

Mitigation might be the most cost-effective option for clients whose full-risk rates are significantly higher than the subsidized rates. Be prepared to offer suggestions to help lower their premium — and their risk — such as elevating their homes above the Base Flood Elevation, installing flood vents or using breakaway walls.

More information about BW-12 including a Quick Reference Guide and informational videos can be found at FEMA.gov/BW12. For information and resources to help sell flood insurance, visit Agents.FloodSmart.gov.

Texas PIA’s Texas Connection

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September, 2013

Preliminary Flood Hazard Data Search Tool FAQs

Contact Us For questions, please call the FEMA Map Information eXchange (FMIX) at 1-877-336-2627 or e-mail FEMAMapSpecialist@riskmapcds.co m

To access your community’s preliminary data, visit: www.fema.gov/preliminaryfloodhazar ddata

What are preliminary flood hazard data?

Preliminary flood hazard data (preliminary data) provide the public an early look at their home or community’s projected risk to flood hazards. In May 2013, FEMA released a centralized portal to search for and view these data, including new or revised Flood Insurance Rate Maps (FIRMs), Flood Insurance Study (FIS) reports, and FIRM Databases.

By making these data available through FEMA’s preliminary data search tool, nation-wide preliminary data are in a centralized and easily accessible location, along with FEMA’s other flood mapping products and tools. Additional benefits of this search tool include:  Citizens may access both preliminary and effective flood hazard data on the same site  Quick and easy search functions  Ability to search for these data by state and county  Helpful customer service through the FEMA Map Information eXchange (FMIX) at 1-877-336-2627 or FEMAMapSpecialist@riskmapcds.com

Additional Information For more information about preliminary data, visit:  Understanding Preliminary Flood Hazard Maps  Understanding the Changes to Your Community’s Flood Insurance Rate Map  The Map Service Center (MSC)

What products are included in preliminary data?

Preliminary data available through this search tool include new or revised FIRMs, FIS reports, and FIRM Databases: 

A FIRM is the official map of a community that shows special flood hazard areas (SFHA) and the risk premium zones applicable to a community. Risk zones indicated on FIRMs provide a basis for establishing flood insurance coverage premium rates offered through the National Flood Insurance Program (NFIP)

May 2013

www.fema.gov/preliminaryfloodhazarddata · 1–877–FEMA MAP

 

An FIS report provides background information on the analysis performed and more precise data on the flood elevations in a community A FIRM Database is a collection of the digital data that are used in Geographic Information Systems (GIS) applications for creating new FIRMs. These datasets cover a county or a community

In addition to preliminary data, Letters of Map Revision (LOMRs) in the public appeals period are also available on the FEMA Map Service Center (MSC) website, located under the community’s effective FIRM. Prior to a LOMR becoming effective, the public is provided a 90-day period in which they can appeal information contained within the LOMR.

Where can I access preliminary data?

Access preliminary data directly by going to the Preliminary Flood Hazard Data FEMA webpage,or through the MSC Product Catalog and selecting ‘Preliminary Mapping Products.’ You may search for preliminary data by state and county.

What are the benefits of preliminary data?

The release of preliminary data is an important step in a community’s flood mapping lifecycle. There are several benefits for citizens and professionals in viewing their community’s preliminary data before it becomes an effective FIRM:  The public may voice their opinions or concerns regarding how these data may affect them or to question data accuracy  Insurance agents may compare existing FIRMs with preliminary FIRMs to see how their clients may be affected. However, policies cannot be written using preliminary data  Loan and mortgage brokers may use preliminary data as a guide to determine whether a property may be mapped into a high- risk area, allowing the borrower to be informed of any changes or requirements before finalizing the loan  Real estate agents and brokers may use preliminary flood hazard data to determine what changes are likely to occur and how it

May 2013



might affect any properties for sale Engineers, developers, and builders may plan for safer construction

Who can use preliminary data?

Anyone can view his or her property or community’s preliminary data. These individuals may include:  General public  Home, property, and business owners  Community officials  Engineers and surveyors  Insurance and real estate agents  Community developers and planners  Floodplain and emergency managers  Financial bankers and lenders

How will preliminary data be displayed?

The FIRM and FIS report are displayed in PDF format, while the FIRM Database is a zip file. Citizens will have the option to view and save PDF files and download the FIRM Database zip file.

To view your community’s FIRM Database, you will need a Geographic Information Systems (GIS) software application. If you do not have your own GIS software, download free GIS viewing software online.

Are all preliminary data available through the search tool?

Preliminary data will be phased into this search tool beginning in May 2013. To view preliminary data issued before May or if you have questions about where to find your community’s preliminary data, contact the FEMA Map Information eXchange (FMIX) at 1-877-336-2627 or e-mail FEMAMapSpecialist@riskmapcds.com.

The preliminary data indicates my property is in a Special Flood Hazard Area (SFHA). What does that mean?

If the preliminary data indicate your property in a SFHA, you are at risk for flooding. Please visit www.floodsmart.gov for more information on flood zones and insurance.

www.fema.gov/preliminaryfloodhazarddata · 1–877–FEMA MAP

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Texas PIA’s Texas Connection

Page 24

September, 2013

What’s the quickest way to ease that empty feeling?

Vacant Property and Builder’s Risk programs in a five-minute phone call.

Vacant Property

Builder’s Risk

• • • •

• Ground up and renovation projects eligible • $5,000 job-site theft coverage available

Commercial buildings and dwellings eligible Low deductibles Liability option to $1 million $200 minimum premium for monoline property and $250 for package • No limit on length of vacancy

Both Programs • Telephone quotes and binders • New lower rates • One to 12 months policies

Call. Quote. Bind.

The TAPCO Service Pledge • “A”-rated non-admitted carrier

• Quick claims handling

• Competitive pricing

• $10 credit to your personalized TAPCO EZ Bucks Visa debit card with each policy

• Fast policy turnaround • In-house financing available

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• Visa, MasterCard and ACH payments accepted

More than 1,000 classes of P&C business written under binding authority.

877-TAPCO-99 (877-827-2699)

www.gotapco.com

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How to Opt Out of Receiving the Yellow Pages When I went home for lunch (my office is not in my home) I noticed the following flyer hanging on my screen door. As you can see, it was notifying me that I had opted out of receiving a paper copy of the Yellow Pages.

I opted out a couple of years ago and wrote a TechTips then about how to do it. I thought it would be a good idea to post this tip again.

Why Opt Out? A recent study showed that nearly 70% of adults in the United States “rarely or never” use the traditional paper phonebook, and instead opt to use Web-based search tools, which are infinitely more convenient and efficient. Fortunately, there is now a way for businesses and individuals to opt out of receiving paper-based phonebooks using a website called the National Yellow Pages Consumer Choice & Opt Out Site.

The new opt-out site was created by Yellow Pages Association, the trade organization that represents the publishers of phonebooks in the United States, signaling an acknowledgement that printing and distributing paper

Texas PIA’s Texas Connection

phonebooks to every household is no longer a sustainable practice.

To opt out of receiving the phonebook at your door, go to YellowPagesOptOut.com and register. The registration process requires you to enter your address and phone number, but a note on the page promises that this information won’t be used for any purpose other than to opt out. To my knowledge, my registration did not increase my junk mail.

Once registered, you’ll receive an email with your autogenerated password, which you can then use to log into the site. From there, you can select which phonebooks you would like to receive (wishful thinking on their part?) or click the gray “Opt Out of All” button in the lower left and then click “Save Changes.” After opting out, you’ll get a confirmation email listing the phonebooks you’ll be receiving moving forward, if any.

If you don’t use phonebooks, opt out today — and help save a few trees. What do you think about this TechTips? Let me know your thoughts.

Steve Anderson is the leading authority on insurance agency technology. He is a prolific writer known for his knack for translating “geek speak” into easily understood concepts. Check out his free weekly newsletter “TechTips” and other resources for the insurance industry on his website.

Page 26

September, 2013

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Texas PIA’s Texas Connection

Page 27

September, 2013

DEPARTMENT OF HEALTH & HUMAN SERVICES Centers for Medicare & Medicaid Services Center for Consumer Information & Insurance Oversight 200 Independence Avenue SW Washington, DC 20201

Title: Operational Tips for Completing Agent/Broker Registration for the Federally-facilitated Marketplaces (FFM) Date: September 19, 2013 GENERAL QUESTIONS ABOUT AGENT/BROKER REGISTRATION Q1:

How do agents/brokers register for the FFM?

A1:

To the extent permitted by the licensing state, agents and brokers may assist in enrolling individuals in qualified health plans (QHP) in the FFM Individual Marketplaces, provided they complete the following steps: • Part I: Register on the Medicare Learning Network (MLN)®, complete assigned training and exams, and execute the Federally-facilitated Marketplace Agreements. This can be accessed at https://Marketplace.MedicareLearningNetworkLMS.com.

Please note: o You will need to enter basic identifying information, including your National Producer Number (NPN), as prompted. It is vital that you enter your NPN correctly and that you remember your MLN user ID. When you enter your NPN, use numeric digits only and do not include leading zeroes or hyphens. (Your NPN must be 10 digits or less.) o Keep the training curriculum certificates you receive. You will need to provide copies of your curriculum certificates to the issuers and web-brokers with which you are affiliated. You will receive a certificate for each curriculum you complete successfully. o After you complete training, please allow 48 business hours to elapse before you attempt to access the identity proofing process—this will better ensure that your training records have been fully transmitted to the CMS Enterprise Portal.

•

Part II: Create an FFM User ID and complete identity proofing through the CMS Enterprise Portal: https://portal.cms.gov/.

Please note: o As part of this process, you will be prompted to enter your NPN and MLN User ID. It is vital that you enter both of these items accurately, or the system will not be able to match your training records. When you enter your NPN, use numeric digits only. (Your NPN must be 10 digits or less.)

•

Instructions from earlier CMS webinars may be useful as agents/brokers complete the registration process. Those instructions, and other information, may be found on our

1

webpage: http://www.cms.gov/CCIIO/programs-and-initiatives/health-insurancemarketplaces/a-b-resources.html.

See especially http://www.cms.gov/CCIIO/Programs-and-Initiatives/Health-InsuranceMarketplaces/Downloads/agent-broker-registration-webinar.pdf.

Q2:

Is there a deadline to complete the agent/broker registration with the FFMs?

A2:

There is no calendar deadline to complete registration requirements for the FFM. However, the Marketplace-specific requirements must be met before assisting qualified individuals, employers, and employees with eligibility and enrollment determinations for the 2014 plan year. Open enrollment for the 2014 plan year begins on October 1, 2013.

In states where an FFM is operating, all agents and brokers must register with the FFM before assisting qualified individuals to select Individual Marketplace coverage for the 2014 plan year.

Q3:

If I have more than one NPN, which NPN should I use when I register? How are corporate NPNs registered for the FFMs?

A3:

If an entity has a corporate National Producer Number (NPN), that NPN should be registered with the Federally-facilitated Marketplaces (FFM), based on the steps described below. In addition, each individual agent should register with the FFM using their individual NPN. Prior to assisting consumers, each agent or broker needs to have completed the FFM training and registration process.

For most agents and brokers, the registration process for the Federally-facilitated Marketplaces will consist of two parts. Part I includes training, exams, and the electronic signing of Federallyfacilitated Marketplace Agreements.

Part I occurs on the Medicare Learning Network (MLN)®, and can be accessed at https://Marketplace.MedicareLearningNetworkLMS.com.

Part II includes identity proofing and the creation of an FFM User ID. Part II occurs on the CMS Enterprise Portal, which can be accessed at https://portal.cms.gov/. (Please be advised: Agents and brokers who want to operate exclusively within the Federally-facilitated Small Business Health Insurance Options Program (FF-SHOP) Marketplaces are strongly encouraged to complete Marketplace-specific training courses and pass the accompanying exams, and they are required to electronically sign the Federally-facilitated SHOP Marketplace Agreement. They are not required to complete Part II of the registration process.)

Below is information about entering your NPN during the FFM registration process.

For Part I of the FFM registration process: • •

It is vital that you enter your NPN correctly in your MLN profile. Do not add any leading zeroes.

If you have multiple NPNs—for example, if you are an agent/broker who is licensed as an individual and you also own a business entity that has a separate NPN—you must create a separate MLN account for each NPN and you must complete the required 2

•

•

training for each MLN account/NPN. For business entities that wish to register and participate in the FFM, the business entity must select an authorized official to complete the required training on MLN using the NPN of the corporate entity. For example, the business entity may select the president or the CEO to complete the MLN training, using the business entity’s NPN. (Remember, however—in addition to the business entity registering, each individual agent should register with the FFM using their individual NPN. Prior to assisting consumers, each agent or broker needs to have completed the FFM training and registration process.)

Remember, all compensation arrangements must be made directly with the issuers or web-brokers with whom you are affiliated.

For Part II of the FFM registration process: • •

•

It is vital that you enter your NPN and your MLN user ID correctly in Part II. Do not add any leading zeroes to your NPN. If you have multiple NPNs: During Part II of the registration process, you should enter the NPN that you anticipate will be included on the majority of the QHP enrollment applications you assist with. In other words, enter the NPN under which you expect to conduct the majority of your FFM business. You will need to enter the MLN user ID that is associated with that NPN. You will only complete Part II identity verification for one of your NPNs; you will not complete identity verification for each of your NPNs. In the case of business entities, the authorized official who completed the MLN training with the NPN of the corporate entity is the individual who must complete Part II of the registration process. When completing Part II, the authorized official should again enter the NPN of the corporate entity, and the MLN user ID that is associated with that account.

Q4:

How do I know what my NPN is? Where can I find my NPN?

A4:

National Producer Numbers (NPN) are managed and controlled by the National Insurance Producer Registry (NIPR). Your NPN is an up to 10-digit number, without leading zeros. An NPN is a unique sequential number used to identify individual producers. If you are unable to recall your NPN, you may obtain it by visiting https://pdb.nipr.com/html/PacNpnSearch.html.

It is vital that you enter your NPN correctly when you are registering for the FFM. Do not enter leading zeroes, and do not enter hyphens.

Q5:

Where can I get more information about being an agent/broker in the FFM?

A5:

To learn more about being an agent or broker in the FFM, please visit: • http://www.cms.gov/CCIIO/Programs-and-Initiatives/Health-InsuranceMarketplaces/assistance.html and • http://www.cms.gov/CCIIO/Programs-and-Initiatives/Health-Insurance-Marketplaces/ab-resources.html.

There are a number of links and documents on those pages which will help you to learn more about the roles of agents and brokers in the FFM.

3

Instructions from earlier CMS webinars may be useful as agents/brokers complete the FFM registration process. See especially http://www.cms.gov/CCIIO/Programs-and-Initiatives/HealthInsurance-Marketplaces/Downloads/agent-broker-registration-webinar.pdf.

AGENT/BROKER TRAINING (PART I OF FFM REGISTRATION, ON MEDICARE LEARNING NETWORK) Q6: A6: Q7: A7: Q8:

What is the URL to complete the agent/broker training (“Part I”)?

Agent/broker training for the FFMs is located on the Medicare Learning Network. The URL is: https://Marketplace.MedicareLearningNetworkLMS.com How do I reset my password/username on the MLN site?

Click the "Forgot your login ID?" and "Forgot your password?" links on the login page of Medicare Learning Network ® (MLN).

Can I take the agent/broker courses on my iPad? Can I take the agent/broker courses on my phone? Can I take the agent/broker courses on my handheld device?

A8:

The agent/broker training courses for the Federally-facilitated Marketplaces (FFM) are not currently compatible with iPads or handheld devices.

Q9:

I’m an agent/broker, and I’m trying to set up my account on MLN, to take training. What should I enter in the organization fields?

A9:

As you set up your MLN account, you will see that there are two fields displayed that relate to organization information. It is very important that you select your appropriate User Type/User Role before you enter any organization information. As an agent or broker, you should select one of the three agent/broker User Roles, based on the insurance market(s) you wish to serve.

After you select the appropriate agent/broker User Type/User Role, you will see that the first field, labeled “Organization Type” is automatically grayed-out, because it is not a field that agents/brokers need to complete. You will not be able to enter text in the “Organization Type” field.

The second field, labeled “Organization,” is a required field for agents/brokers. Next to the “Organization” field, please click on the blue text that says “Select”. A new screen will pop up. When that next screen appears, click the gray “Search” button, and the Organization named “Marketplace” will appear as the only option. Please click the circle to select Marketplace, select “Save,” and you will then be returned to the previous screen, where you can finish creating your MLN account.

Q10:

I took an exam, but I didn’t get a curriculum certificate. How do I get a curriculum certificate?

A10:

To successfully complete the training requirements, you must register for a curriculum on the MLN website, rather than for individual courses. If you register only for individual courses, you will not earn the curriculum completion status that is required.

4

Q11: A11:

I’m having technical problems viewing the training content, or getting the MLN site to display properly.

Below are some pointers that have enabled many other users to complete the training. If you are having problems accessing the training, we recommend you address each of these pointers.

• • • • • •

Pop-up blockers—This setting must be turned off.

Cookie settings—Be sure to allow cookies. Some users' company network settings or individual computer settings are not set to allow cookies, and this has caused problems for them.

FlashPlayer—Be sure this is installed on your computer. The Marketplace training requires FlashPlayer; it can be downloaded at http://get.adobe.com/flashplayer/.

Browser—Courses and exams do not run well on Internet Explorer 10, Google Chrome, or Firefox. The Marketplace training is optimized on Internet Explorer 8 or 9.

Physical Computer—The Marketplace training cannot be accessed on a tablet or other hand-held/mobile device, so you must use a desktop or laptop computer.

Bandwidth or servers issues—Check with your network provider for more assistance. Some users have encountered bandwidth and server issues related to the settings on their computer or on their company’s network.

Q12:

How do I print my training certificates on MLN?

A12:

Please note that the only certificate(s) that should be printed are those listed as type = "Curriculum." Disregard certificates listed as type = "SCORM 1.2." You only need to provide the curriculum certificates to the issuers.

The curriculum certificates typically generate in HTML format. To save a copy to your computer we recommend that you either: 1. Click the “print” link at the top of the certificate screen and select “Microsoft XPS Document Writer” in your print options, or 2. Click the “print” link at the top of the certificate screen and select “Adobe PDF” (if you have Adobe Acrobat installed on your machine), or 3. Use the print screen function and paste the image into a Microsoft Word document.

The print screen button (PrtScn) is located on the top row or two of your keyboard— usually near the number key pad on the right of the keyboard. After you have your certificate open, press the print screen button. Nothing obvious will occur. Go to your Word document, right click, and click “paste” in order to paste the image of your certificate into the Word document.

If none of these three options work on your computer, the issue relates to your computer’s individual settings, browser settings, and/or your network’s settings. We suggest that you try to print your certificate from a different computer. Alternately, you may choose to ask your network administrator or a colleague for help with your computer/network settings, or you may contact the help line of the company from whom you purchased your computer. Please understand that CMS is unable to provide each individual agent or broker with a copy of their training curriculum certificate(s).

Q13:

Can I get a PDF version of the agent/broker training? Can I download the agent/broker training?

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A13:

At this time, CMS does not have a copy of the agent/broker training available in downloadable format. However, a summary of the training is available on the CMS website: http://www.cms.gov/CCIIO/Programs-and-Initiatives/Health-InsuranceMarketplaces/Downloads/agent-broker-ffm-training-summary.pdf.

Q14:

Can you provide me with my MLN number? Where do I find my MLN number?

A14:

There is no Medicare Learning Network (MLN)® number. You will create an MLN User ID when you complete the training in Part I. You will have to use your MLN User ID, and the National Producer Number (NPN) that you used to register on the MLN site, to create a Federallyfacilitated Marketplace (FFM) user account and complete identity verification on the CMS Enterprise Portal.

Q15:

When will the MLN site assign me my FFM registration number?

A15:

There are no “FFM registration numbers,” and you will not be assigned an FFM registration number. You will create your FFM User ID when you create your account on the CMS Enterprise Portal during Part II of the agent/broker registration process.

Q16:

I can’t access Part II of the FFM registration process on the MLN site.

A16:

Part II of the agent/broker registration process is available on the CMS Enterprise Portal: https://portal.cms.gov/.

AGENT/BROKER IDENTITY PROOFING (PART II OF FFM REGISTRATION, ON CMS ENTERPRISE PORTAL) Q17:

What is the URL to complete the agent/broker identity proofing and set up an FFM account (“Part II”)?

A17:

To set up an FFM account and complete identity proofing, visit the CMS Enterprise Portal: https://portal.cms.gov/.

Q18:

How do I reset my password/username on the CMS Enterprise Portal?

A18:

To recover your User ID or password information, click on the “Forgot my User ID/Password” link on the Centers for Medicare & Medicaid Services (CMS) Enterprise Portal log-in web page at https://portal.cms.gov/. Clicking this link will provide you with instructions for how to recover your User ID or initiate a password reset.

Q19:

I have been unable to request access under the FFM Agent Broker role on the CMS Enterprise Portal. When I go to the page to add a role under the FFM, “FFM Agent Broker” role is not a choice.

A19:

Agents and brokers who are using the CMS Enterprise Portal to create a Federally-facilitated Marketplace (FFM) user account and complete identity proofing should select “FFM—FFM Application” next to “Application Description” on the “My Access—Request New Application Access” page. You will then be prompted to make a selection next to “Role.” You should select “FFM Agent Broker.”

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There is no additional role that needs to be added once you have made this selection and completed identity proofing. Identity proofing includes accurately entering your Medicare Learning Network (MLN) user ID and NPN, and going through identity proofing by entering identifying information and answering “Out-of-Wallet” questions.

If you have previously established an account through the CMS Enterprise Portal, please follow these steps: 1. To add the “FFM Agent Broker” role, make sure you select “Request Access Now” on the right side of the window after logging in to the CMS Enterprise Portal.

2. A new page will appear. Select “Request New Application Access” on the left side, under “My Access.”

3. You should then select “FFM—FFM Application” from the drop-down list next to “Application Description.”

4. You will then be prompted to make a selection next to “Role”. You should select “FFM Agent Broker.”

Please note: “FFM Agent Broker” is the only role that needs to be added, and you will not see this role reappear after you have accessed it.

Q20:

I completed the training in Part I, but when I try to do identity proofing in Part II, I am getting an error message that my information cannot be verified. I am not sure how to fill out the screen that is asking for my MLN user ID and my NPN.

A20:

After you complete training, please allow 48 business hours to elapse before you attempt to access the identity proofing process—this will help to ensure that your training records have been fully transmitted to the CMS Enterprise Portal.

• You created your MLN user ID when you completed the training during Part I on the Medicare Learning Network (MLN)®. If you can’t recall your MLN user ID, return to the MLN website (https://Marketplace.MedicareLearningNetworkLMS.com) and click the "Forgot your login ID?" link on the login page.

• When you enter your NPN during Part II on the CMS Enterprise Portal, it should not be more than 10 numeric digits. It may be less than 10 digits.

• During Part II on the CMS Enterprise Portal, enter your NPN the same way that you entered it in your MLN profile for Part I. However, do not use any hyphens or any letters in your NPN when you enter it during Part II on the CMS Enterprise Portal. Do not add leading zeroes.

• If you cannot recall how you entered your NPN in your MLN profile, you may return to the MLN website, log in, and locate your name at the top right corner of the page. Click your name, and a drop-down list will appear. Select "My Account". The NPN that you completed training with should appear in your profile.

Q21:

How do I know when I have completed my registration on the CMS Enterprise Portal?

A21:

When you successfully complete the identity proofing in Part II, you will see the following screen message, which is titled Request Acknowledgement. The screen message states: “Your request has been successfully completed. You will need to logout and then log back on to access the FFM Application. Select ‘OK’ to continue.” When you see this screen message, you have successfully completed the identity proofing process. To the degree permitted by state law, you

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will be able to provide assistance in the Federally-facilitated Marketplace when open enrollment begins this fall.

Q22:

When will I receive my FFM registration number? When will I be assigned my FFM number?

A22:

There are no “FFM registration numbers” and you will not be assigned an FFM registration number. You created your FFM User ID when you created your account on the CMS Enterprise Portal during Part II of the agent/broker registration process. If you have forgotten your FFM User ID or password information, click on the “Forgot my User ID/Password” link on the CMS Enterprise Portal log-in web page at https://portal.cms.gov/.

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