Definition: Permission to Contact (PTC) is explicit consent from a Medicare beneficiary allowing an agent to contact them. This consent must be obtained before any marketing communications can be initiated.
Agents can obtain PTC through various methods, such as:
– Business Reply Cards (BRCs)
– Email requests from beneficiaries
– Phone calls initiated by the beneficiary
– Online forms where the beneficiary requests contact
Mailers and postcards can be used to gain PTC. Agents are allowed to send informational mailers to potential clients without prior PTC. These mailers can include a phone number or other contact information for the beneficiary to reach out to the agent. This method is compliant with CMS guidelines and provides a way for beneficiaries to initiate contact.
The content of the mailer must comply with the Medicare Communications and Marketing Guidelines (MCMG). This includes providing clear and accurate information about the Medicare plans being offered, avoiding any misleading or deceptive statements, and ensuring that the information is easy to understand.
Including a phone number on the mailer is permissible and can be an effective way for beneficiaries to contact the agent directly. The phone number should be clearly labeled, and the purpose of the call should be explicitly stated. For example, you can include a statement like, “Call us at [phone number] to learn more about your Medicare options.”
When including a phone number, it’s important to comply with the Telephone Consumer Protection Act (TCPA). This means that any calls made to the beneficiaries must be in accordance with TCPA regulations, which prohibit the use of auto-dialers and prerecorded messages without prior express written consent. Agents must also maintain a do-not-call list and provide an opt-out option for beneficiaries who no longer wish to receive calls.
If a beneficiary contacts the agent using the phone number provided on the mailer, the agent must follow the guidelines for telephonic contact. This includes identifying themselves, explaining the purpose of the call, and providing accurate information about the Medicare plans being discussed. Agents must avoid high-pressure sales tactics and ensure that the beneficiary fully understands their options before making a decision.
Agents are required to keep detailed records of all communications with beneficiaries, including mailers sent, permissions obtained, and follow-up calls made. This helps ensure compliance with CMS regulations and provides a record in case of any disputes or audits. Proper record-keeping is essential for maintaining transparency and accountability in the marketing process. By adhering to these guidelines, agents can effectively and ethically communicate with Medicare beneficiaries, ensuring that they receive accurate and helpful information about their Medicare options.
Disclaimer: Not connected with or endorsed by the United States government or the federal Medicare program.
