Agent of Record (AOR) retention policy

We value the critical role you play in helping your clients understand their plan options and enroll in a plan that best meets their needs. 

Our Agent of Record (AOR) retention policy reflects our ongoing commitment to you: If your client enrolls in a new “like” plan, we will maintain your AOR status regardless of how they enroll — by phone, online, by paper or directly with you. *

Aligning with this policy, this AEP, in member mailings, we will encourage members to contact their agent for assistance first. If members choose to call Member Services or Aetna Telesales, we’ll encourage those with an AOR to contact their agent for support. If they wish to proceed, we will assist them, and you will remain the AOR. 

*Conditions and exceptions:

• You must be ready-to-sell at the time of the plan change.
• (NEW) Applies for like-to-like plan changes only (e.g., changes between MA-only, MAPD and SNPs). It does not apply for plan changes between product types (e.g., an individual and family plan to a Medicare Advantage plan; a Med Supp plan to a Medicare Advantage plan; a Prescription Drug Plan to an MA or MAPD). In these cases, you must initiate the plan change to remain as the AOR. 
• If your client enrolls with another agent, your AOR status will not be retained.
• If your client’s plan is non-renewing effective December 31, and your client enrolls in a new plan after December 31, you must initiate the plan change to remain as the AOR.