Monthly Agency Reporting

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IFG Agent Support

Submit this form by the 5^th business day each month to meet carrier health plan compliance requirements. This includes updates on subcontractors, agencies, disciplinary actions, and call quality. Reports are required even if there are no changes to report.

* Note that ALL answers must be completed to submit your report.

Please save as your company name and the date sent and upload to the form below.

Required Reporting Categories:

Carrier health plans request that agencies report the following each month:

Subcontractor and Agent Action Requirements

Additions or removals of third-party marketing organizations (TPMOs), subcontractors, or vendors
Any TPMOs or vendors engaged in marketing, sales, or enrollment activities on your behalf

Downline Agency Requirements

Additions or terminations of agencies that report directly or indirectly to your agency

Disciplinary Actions

Formal actions taken on agencies/agents, brokers, and TPMOs for non-compliance or performance issues, such as:
- Coaching sessions
- Retraining
- Terminations
- Documentation of non-compliance with CMS requirements

Call Quality Audits

Results of any quality audits, including:
- Scores
- Deficiencies identified
- Coaching provided (if applicable)
Call quality summaries, including:
- Total QA audits completed
- Total calls under 85% threshold
- Agency overall QA monthly score
- Total coaching performed
- Total calls of concern / non-compliance

Call Center Metrics

If your agency provides Medicare call center services, report:

Average hold time before a caller reaches a live person.
Percentage of incoming calls answered within 30 seconds.
Percentage of incoming calls that disconnect.

Definitions

Third Party Marketing Organizations (TPMOs): Organizations that assist with marketing, sales, or enrollment.
Downline Agencies: Agencies contracted directly or indirectly with your agency.
Call Quality Audits: Review of recorded agency calls for accuracy, compliance, and service quality.

Submission Instructions

Download the Monthly Agency Report template.
Save as: Your company name and the date sent.
Upload the completed file to the submission form below.

Reminder: Reports are due by the 5^th business day of the month. Submissions are required even if there are no changes or incidents to report.

Submission Form

Home Office:

3147 S 17th Street, Suite 300

Wilmington, NC 28412

Local: 910-834-6410
Toll Free: 888-200-1777 | TTY 711

Office Hours:

Monday - Friday | 9 am to 5 pm, ET

Mailing Address:

Attn: IFG - PO Box #19000 - Green Bay, WI 54307

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Innovative & Friends

We work with the following companies as an independent broker: Aetna Inc., Cigna Healthcare, Humana Inc., UnitedHealthcare®, and Wellcare Health Plans, Inc.

A non-government entity powered by Innovative Financial Partners, LLC, a health insurance agency. We do not offer every plan available in your area. Currently we represent 6 carrier organizations which offer 2,352 products in your area. Please contact Medicare.gov, 1-800-MEDICARE, or your local State Health Insurance Program (SHIP) to get information on all of your options.