Do Calls About Medicare Have to be Recorded?

do call about medicare have to be recorded

As a senior, privacy is probably very important to you. At the same time, you need to be able to trust that your Medicare agent is carrying out what you intend for your policies. With that mind, the Centers for Medicare & Medicaid Services (CMS) has made some changes to how seniors and agents interact. So you shouldn’t be alarmed to learn that as of October 1st, 2022, all calls with your Medicare insurance agents must be recorded.

If you’re asking yourself, “Do calls about Medicare have to be recorded?” The short answer is “Yes.” Whether you work with an independent insurance agent or a big agency, this change affects everyone. Any agent you work with will be required to record their communications with you. 

We’ve talked about some of the scams that target seniors, but explaining the intricacies of Medicare can be complicated and result in genuine misunderstandings. This new requirement is being put in place to protect you—not to violate your privacy. Recording your Medicare calls ensures you’re receiving accurate information from a trustworthy source, which means better control over your insurance decisions.

Do calls about Medicare have to be recorded?

Yes, your calls about Medicare are required to be recorded by each agent and organization. Recently, the Centers for Medicare and Medicaid Services (CMS) defined all insurance agents as third-party marketing organizations (TPMOs). This means that as of October 1, 2022, every Medicare agent will have to follow the same standardized regulations. The new rule is mandatory and applies to all Medicare calls. 

Why do calls about Medicare have to be recorded?

Over the years, Medicare officials have noticed a significant increase in the complaints received from individuals about dealing with insurance agencies. You may have had frustrating experiences with insurance agencies yourself. Without anything to regulate them, unprofessional agents have given seniors confusing, irrelevant or even false information. Also, insurance organizations shared contact information with independent agents without asking their clients.

In the past, to report fraudulent or unsatisfactory behavior from an agent, you had to send their business card or marketing materials to your state insurance department. And there was no record of your interaction which could hold an agent accountable. This allowed scammers to take advantage of seniors.

Now, with the new regulations from CMS, all Medicare insurance agents are required to comply with rules intended to protect seniors. With this change, your agent is responsible for everything they tell you.

What can I expect when calls about Medicare are recorded?

You don’t need to do anything! Your Medicare insurance agent will handle the recording on their end using a recording system. You’ll hear a CMS disclaimer along with any other disclaimers that apply, so there are no misunderstandings about what you can expect.

Most likely, your Medicare insurance agent will review a list of talking points with you about your insurance options. This format will keep them on track and ensure they are providing you with comprehensive, accurate information.

Ideally, their recording system will read out exactly what you can expect from the call. Then, your confirmation of the information following the call will also be recorded. This creates a factual account of your conversation in case any misunderstandings arise.

At first, the mandatory recording of Medicare calls may seem like an infringement of your privacy. But the requirement is intended to protect you from miscommunication and fraud. If you have questions about these new rules and how they will affect your Medicare plan, contact us at 877.255.6273.


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