Cigna: Medicare trainings, SEP updates, a new Agent Guide, and more in this edition of Broker Insights!

Spotlight on cross-selling trainings

Learn how to optimally cross-sell MA and CSB products with our March trainings on the topic! They are:

• Cross-selling Hospital Indemnity with MAPD
• Cover more of your customers' needs with Flexible Choice Cancer and Heart Attack & Stroke
• Choice Hospital Indemnity: A new look

Click here to access these and other March trainings.

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Customer retention starts on day one

It's never too early to work your retention strategy! It's as easy as getting the details right at the point of sale. By ensuring that customer applications are completed correctly, verifying personal identification and contact information, and confirming eligibility for the plan they're enrolling in, you can instill trust and satisfaction in your customers from the start.

Want more retention tips? For those of you who sell MA products, the Retention Playbook can be found in CignaForBrokers.com. Cigna will also continue to spotlight more ways to retain your customers in coming months.

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Important update to Disaster Special Election Periods

The election process for Disaster Special Election Periods (DST-SEPs) is changing effective April 1, 2025, due to updates from the Centers for Medicare and Medicaid Services (CMS). These changes will impact your access to DST-SEP information and how MA customers can utilize this SEP. Please take some time to review the changes, so you're ready to answer your customers' questions correctly and compliantly.

>DST-SEP notification and application process changes

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CAHPS survey for Star ratings and customer experience

Cigna is committed to making their MA customers' experience a great one, and the trust they have with you as their broker plays a vital role in that. The Consumer Assessment of Healthcare Providers and Systems (CAHPS) survey that MA customers receive in March and April allows them to understand customers' quality and access of care, their perceptions of their plan's customer service, and more.

This survey is very important because it represents 25% of an MA and/or PDP plan's Star rating, and highly rated plans can offer richer benefits. As a broker, you can significantly impact how Cigna customers rate their plans. Higher Star ratings mean better customer satisfaction, more referrals, and higher retention. See the link below to learn more about how you can support our Star ratings.

>Your Stars superpower CignaForBrokers login required

^{*Brokers should avoid language that suggests a customer provide a certain type of rating or try to influence the customer in their rating in anyway.}

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Updated CSB Agent Guide in a new format

Cigna is excited to share that the Agent Guide has been updated with the latest guidance – and is now in digital magazine form!

Click on the link below to get started. You can now go to your desired section from a new, left-hand navigation feature. You can also click on the arrow to the right of the Guide to see the full Table of Contents, then on the subject you need to "flip" to the right page. Additionally, the Agent Guide is now conveniently located on CignaForBrokers > Tools and on the dashboard (login required). Start exploring this new format today!

>CSB Agent Guide

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Choice Hospital Indemnity protects your customers

Cigna's Choice Hospital Indemnity policy is coming soon to more states*! This policy features coverage for use of medical facilities and equipment that a customer may need during their hospital stay and afterwards. It can also be bundled with MA plans for further protection against the potential financial burden associated with hospital stays. Check out the broker resource site below for more information, including the latest on state availability.

Not contracted to sell CSB products? Go to Cigna's ExpressWay flyer to learn how to start the process!

*Choice Hospital Indemnity is currently available for sale in AL, AR, AZ, CO, FL, GA, IL, KS, KY, LA, MI, MO, MS, NC, NV, OK, PA, SC, TN, TX, and WI.

>Choice Hospital Indemnity broker resource site

>CSB contracting ExpressWay flyer

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