Cigna: AOR protection policy

How Cigna Healthcare protects your Agent of Record (AOR) status.

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In advance of AEP, Cigna would like to remind you that they are committed to protecting your Agent of Record (AOR) status and the commissions you've earned for the customers you've enrolled in Medicare Advantage (MA) and/or Prescription Drug (PDP) plans.

At Cigna Healthcare:

• They understand that sometimes existing customers need to change plans.
• They would prefer that they remain with Cigna Healthcare.
• They want to reduce the work associated with plan changes and free your time to focus on servicing and growing your book of business.
• They want you to trust that they will protect your interests, and that they value you and your relationships with the customers you've enrolled.

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Cigna's commitment to you:

When an internal Cigna Healthcare agent completes a plan change for one of your existing MA or PDP customers, you will remain the Agent of Record (AOR) and continue to receive renewal commissions on plan changes.

How they will do this:

Cigna Healthcare has established a Dedicated Plan Change unit that exists solely to help existing customers transition from one plan to another.

• When an existing customer makes a plan change by calling the Dedicated Plan Change line directly, your AOR status will remain unchanged.
• When an existing customer calls customer service inquiring about a plan change, the customer service representative will transfer the customer to the Dedicated Plan Change line, and your AOR status will remain unchanged.
• When an existing customer initiates a plan change through a Cigna Healthcare internal field sales or telesales agent, the team member will either refer the customer to the Dedicated Plan Change line or complete the plan change themselves. In either case, your AOR status will remain unchanged.

Cigna's plan change process:

As an agent, you still have the option to fill out a new application for current customers to change plans. However, you can also feel confident in referring your current Cigna Healthcare customers interested in changing to a different Cigna Healthcare plan to the Plan Change line.

Your customers can call 1.855.649.5105 to connect to the Dedicated Plan Change line.

AOR policy applies to:

Active, licensed, appointed, and certified agents at the time of the customer's plan change.

AOR policy does not apply when:

• The original agent is no longer eligible or terminated.
• Another active, licensed, appointed, and certified external agent (not employed by Cigna Healthcare) facilitates the plan change.
• The plan change is facilitated through an external Cigna Healthcare appointed call center agent/agency.

Questions:

If you believe that an internal Cigna Healthcare agent completed a plan change that impacted your AOR status, please call the Cigna Agent Resource Line (CARL) for assistance.

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