Big changes are happening for Medicare in 2025, and this means many of your clients and prospects are going to need your help this AEP. In order to meet this challenge, it’s more important than ever to have an effective outreach strategy so you don’t miss out on this unique opportunity.
Client Retention
Hopefully, you have already begun your outreach to your existing clients and have sent your client retention letters. By now they have probably received their ANOC from their carrier and they may be concerned or confused by the changes they are seeing. Some may be getting the news that their plan has been discontinued. Follow up on your retention letters and remind your clients that they can start setting appointments with you as of October 1. You should reassure them that you are here to help them review their current plan and find a new plan that suits their needs if necessary.
Retaining your existing clients should be a primary focus this AEP. Many clients who would not normally be looking to switch plans, may be shopping this year. You want to be the person they think of if they need help. You worked hard for this business and it’s important to your income stream. You don’t want to lose them to another agent.
Referrals
Your existing customers are your best source of referrals. As you conduct your outreach to them be sure to let them know you welcome any referrals. They probably know multiple people who have been impacted by the changes for 2025 who could benefit from the guidance of a licensed Medicare agent this year.
If you receive referrals, CMS compliance rules say that you cannot cold call or text prospective enrollees. You must secure a permission to contact, or they must contact you first. You can offer your clients your business card to pass on to referrals so they can reach out to you. Be sure to send a thank you card to any client that refers potential business to you.
Prospecting for New Clients
Solidify dates and venues for any sales and educational events you have planned. During a busy AEP when you may be stretched for time, these events are an effective and efficient way to meet with a lot of people at one time. Make sure you are prepared to put on a well planned, informative presentation.
Remember, according to new CMS rules effective September 30, 2023, agents cannot distribute SOAs or set appointments at Medicare educational events. You can distribute Permission to Contacts, Business Reply Cards, and your business cards. A marketing event cannot occur within 12 hours of an educational event at the same site.
Marketing and Sales Materials
Make sure you have ordered enough supplies and marketing materials to get you through AEP including business cards, flyers, and direct mail pieces.
Your online and social media accounts will play an important role in communicating with clients and prospects. These enable you to share important information and provide updates in real time. In order to keep your audience engaged, keep your message fresh, relevant, and informative.
Make sure you stay CMS compliant with all your outreach efforts, marketing materials and events. Breaking Medicare’s marketing rules has consequences and could put your career in jeopardy.
Be Accessible and Responsive
Once you have spent the time, effort, and expense reaching out to both existing and potential clients, you need to make yourself accessible and easy to reach. Be quick to respond to any inquiries and follow up with promised actions in a timely manner. This is key to customer satisfaction and is yet another way to distinguish yourself from your competition. You may need to set aside a designated time each day for following up on emails and phone calls. Whenever possible, set a reasonable expectation for when your customers can expect to hear back from you. It’s a best practice to respond within 24 hours. If it will be longer than that let them know you received their message and when they can expect to hear from you. This will help avoid frustration for both you and your customers.
The experienced team at PTT Financial is here to support you through AEP and help you achieve your goals. Contact us today.
