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A closer look in May!

As we step into May, we are filled with a sense of renewal and excitement for the opportunities that lie ahead. This month, we are thrilled to share the latest updates, achievements, and upcoming trainings from the IFG team.

May is a time of growth and fresh starts, and we have been busy working on innovative projects and initiatives that we can't wait to unveil. We are also excited to continue to introduce new team members who have joined us recently. Their expertise and enthusiasm are already making a positive impact, and we look forward to seeing the great things we will accomplish together.

What you can find in our May edition:

• Carrier Updates: Elevance/Anthem

• Meet the IFG Team

• IFG Marketing Oversight Reminders

• IFG Trainings

• Healthcare in the News

Carrier Updates: Elevance/Anthem

“We are seeing a higher than anticipated number of applications being denied in Sunfire due to the incorrect DST code being applied. Please remember, agents are to use “OTH / FEMA” when submitting enrollments to our brands. Some applications are being corrected and resubmitted, but not as many as we would like to see! The below pop-up is also in the Sunfire system.”

Meet the Team

Bryan Johnson has joined IFG as a Director of IFG Internal Call Center.  Since joining the team in January, Bryan has already built and staffed a carrier-agnostic call center within IFG.  He is responsible for a team of internal telesales associates who have the ability to enroll beneficiaries with multiple carriers, in a wide variety of plans and products.  Bryan will report to Will Kinkead.

Previously, Bryan joined Humana nearly four years ago as a DMS Sales Manager where he successfully led and developed Medicare sales teams through four successful campaign years.  Through strategic planning, cross-department collaborations and culture-building, Bryan constructed top-ranked teams across DMS and MarketPoint Sales.

Prior to joining Humana, Bryan served in Senior Leadership for more than 16 years, overseeing sales and operations teams and market growth with Apple and Comcast Business.

Bryan holds a Bachelor’s degree in Business Communication from the University of Illinois at Chicago. Outside of work, Bryan balances his passion for travel alongside the pleasures of family time, which includes coaching his boys in three youth sports.

Larkin Fore has joined IFG as an Associate VP of Data Science. In this role, Larkin will help increase business profitability by using data to inform business-development and optimization efforts. Larkin will report to Brandi Hampton.

Previously, Larkin joined Humana in 2006 in Senior Products Actuarial and held progressive leadership roles in Senior Segment Finance, Healthcare Quality Reporting & Improvement (HQRI) Financial Analytics, and HQRI Prospective Programs. Larkin loved working with MarketPoint in his Finance days and joined MarketPoint in 2021 leading the Reporting and Finance teams. In his free time Larkin enjoys travel, reading, and being outdoors with his kids.

Larkin holds a Bachelor of Arts degree in Economics from the University of Virginia and an MBA from the University of Louisville. He and his wife Ann live in Louisville with their three children Brennan (16), Connor (14), and Alannah (12).

Prasanna Nathan has joined IFG as a Director of Technology Solutions Implementation. In this role, Prasanna will be responsible for helping IFG identify, assess, and implement new systems that will help our organization better serve our agents, agencies, and beneficiaries. Prasanna will report to Brandi Hampton.

Before joining IFG, Prasanna made significant contributions at Aetna, where he spearheaded the digital and technology initiatives for the Medicare Supplement and Ancillary product business. His role involved overseeing all technology and digital projects, fostering cross-team collaboration to enhance operations, ensure compliance, and elevating the customer experience.

With a robust background in broker technology, digital strategy, and financial planning, Prasanna has adeptly managed key vendor and brokerage relationships. His leadership style is characterized by transparency, design thinking, problem-solving, and a commitment to building long-term partnerships.

For the past 17 years, Prasanna has made his home in the Nashville suburb of Franklin, TN. He lives there with his wife, Sushma, their daughter, who is currently pursuing her undergraduate studies at Purdue University, and their son, who is in middle school. Outside of his professional life, Prasanna enjoys woodworking, often building furniture and closets. He also enjoys watching sports, with a particular passion for cricket.

IFG Marketing Oversight Reminders

Important Reminder: Submit AEP Materials Now!

As the Annual Enrollment Period (AEP) approaches, we want to remind you to submit your Marketing and Communication materials for review including brochures, flyers, digital ads, mailers, and any other marketing and communication content. 

Here are some helpful tips to keep in mind as you prepare your marketing submissions:

1. The estimated timeline for final approval is currently 45-60 days from start to finish. To ensure your materials are approved by 10/1/25, submit by 7/1/25. *Please note that this timeline may be subject to changes and is not guaranteed.

2. Allow extra time for review this year and submit materials as early as possible. If the Final Rule is consistent with the proposed rule, bringing communications into scope for review and filing, response times will increase further.

3. Carriers require pre-review and approval before using any materials. IFG is here to assist your agency in obtaining all the necessary approvals for the use of your materials.

4. To expedite your reviews, accept all edits and respond to all questions as timely as possible.  If all edits are incorporated in your first response, send both redlined edits and responses along with a clean final to further accelerate the review timeline. If edits are not incorporated within 30 days, your submission will be cancelled.

5. Marketing of the 2026 plans cannot begin until October 1, 2025.

To submit materials for review, please use the submission portal: https://teamifg.com/marketingcompliance

The IFG Marketing and Communication Guide is a great resource as you develop your materials. Should you have any questions or require further assistance, please reach out to IFGMarketingOversight@teamifg.com. We’re here to support your team!

Enrollment and Sales Compliance will be monitoring usage for any signs of misuse.

Knowing SEP’s…

• Increases consumer satisfaction and retention as there are only certain time periods when beneficiaries can enroll into or change their Medicare plan

• Helps prevent denied applications and CTM/Non-CTM allegations that may arise from misusing enrollment periods

Probing for and educating the beneficiary about their eligible enrollment period is key.

When assessing whether a SEP is appropriate for a beneficiary, agents should begin by gathering detailed information about the beneficiary's current situation, including their current coverage, recent life changes, and any specific challenges that they face. By asking open ended questions, and listening actively, agents can better understand the beneficiary's circumstances and determine if they qualify for an SEP.

Stay informed about the specific eligibility criteria for each election period, ensuring they can provide accurate guidance and support to beneficiaries as they navigate their options.

SEP Misuse? 

SEP misuse occurs when an individual is enrolled in a plan using an incorrect SEP or one for which they do not qualify. This can negatively impact the consumer if their application is not processed correctly and may lead to a founded allegation/CTM if the consumer files a complaint.

SEP for Individuals Affected by a Disaster or Emergency  

Who qualifies for this SEP?

Individuals affected by an emergency or major disaster declared by a Federal, State, or local government entity are eligible for an SEP to make an MA enrollment or disenrollment election.

Individuals are eligible for this SEP if they:

• Reside, or resided at the start of the SEP eligibility period, in an area for which a federal, state or local government entity has declared an emergency or major disaster; OR, Do not reside in an affected area, but rely on help making healthcare decisions from one or more individuals who reside in an affected area; AND

• Were eligible for another election period at the time of the SEP eligibility period; AND

• Did not make an election during that other valid election period due to the disaster or other emergency.

The SEP starts as of the date the declaration is made, the incident start date or, if different, the start date identified in the declaration, whichever is earlier. The SEP ends 2 full calendar months following the end date identified in the declaration or, if different, the date the end of the incident is announced, the date the incident automatically ends under applicable state or local law, or, if the incident end date is not otherwise identified, the incident end date is 1 year after the SEP start date; or, if applicable, the date of a renewal or extension of the emergency or disaster declaration, whichever is later. The maximum length of this SEP, if the incident end date is not otherwise identified, is 14 full calendar months after the SEP start date or, if applicable, the date of a renewal or extension of the emergency or disaster declaration.

What Does This Mean to Agents?

Agents are responsible for ensuring that the individual meets the eligibility criteria for this SEP prior to use.

If an individual wants to enroll and believes they may qualify for this SEP, agents should:

• Ask the beneficiary if they can show proof that they lived/live in an impacted area at the start of the SEP eligibility period or relies on help making healthcare decisions from friends or family members who lived/live in affected areas.

• If they do not have proof, ask them to verbally attest. Agents should also review emergency decelerations for the attested area.

• Confirm that they had another valid election period available during the time of the incident period and did not make an election during that other valid election period due to the disaster or other emergency

• Confirm that the beneficiary lived in a county that has been declared an emergency or major disaster or relies on help making healthcare decisions from friends or family members who lived/live in the affected areas.

• Once eligibility has been verified, proceed with the application.

• On applications, use election code SEP DST. 

Enrollments made pursuant to this SEP are effective the first of the month following the receipt of the enrollment request. For enrollment requests where more than one enrollment effective date is possible, agents will need to determine the applicant’s desired effective date. 

NOTICE: The DST-SEP should never be used as a marketing tool to promote MA or PDP sales.  Agents should not be actively marketing this SEP, but rather, be aware that it is available in case they are approached by someone who believes they have missed an election period due to the weather-related incident.

For any updates to eligible counties for FEMA declarations please refer to the FEMA website at: https://www.fema.gov/disasters

SEP for Individuals who Requested Materials in Accessible Formats Equal Time to Make Enrollment Decisions

Who qualifies for this SEP-ACC?

Organizations are required to provide materials in accessible formats (such as Braille, Audio files, etc.). CMS will grant a SEP when the organization or CMS was unable to provide required notices or

information in an accessible format, as requested by an individual, within the same timeframe that it was able to provide the same information to individuals who did not request an accessible format.

This limited SEP ensures that beneficiaries are not disadvantaged by any additional time necessary to fulfill their request, including missing an election period deadline.

The SEP begins at the end of the election period during which the beneficiary was seeking to make an election. The start and length of the SEP, as well as the effective date, are dependent upon the situation, and are at least as long as the time it took for the information to be provided to the individual in an accessible format.

NOTICE: The ACC SEP should never be used as a marketing tool to promote MA or PDP sales.  Agents should not be actively marketing this SEP, but rather, be aware that it is available in case they are approached by someone who believes they have missed an election period due to not having received their plan materials in an accessible format.

• If the beneficiary did not/has not received their new member package or identification cards, this is inappropriate use of the SEP-ACC.

• In this scenario, we should guide the beneficiary to reach the carrier to request their member package and/or identification card and as courtesy provide them with the carrier’s Customer Service phone number.

IFG Investigation Protocols & Response Timelines

As part of our commitment to ensuring compliance and efficiency within our operations, we are reaching out to reinforce important information regarding our investigation protocols, response timelines, and the impact of delayed responses.

To ensure investigations are handled with urgency and accuracy, we are reinforcing our investigation protocols and response timelines for all agents and agencies in our downline. Please fully review the below communication and share with all applicable team members.

Investigation Protocols & Response Timelines

To maintain compliance and operational integrity, all agencies must adhere to the following:

1. Investigation Initiation: Agencies must begin the investigative process within 24 hours of receiving an inquiry or complaint from IFG or the carrier directly.

2. Information Submission: All requested call recordings, documentation, and supporting materials must be submitted to IFG within five (5) business days, unless otherwise specified.

a.     All telephonic enrollments must be recorded. All portions of the enrollment recording(s) are required to be provided upon request.

b.     Supporting materials to include, but are not limited to, marketing ads/leads, permission to contact documentation, lead call recordings, signed scope of appointment documentation, signed enrollment application, and written agent statement.

3. Escalations: If an investigation requires additional time or resources, agents/agencies must notify IFG a minimum of 24 hours before the deadline and provide a justification for the delay. It is not guaranteed that a carrier or IFG will grant additional time if the original deadline cannot be met or is surpassed. Agencies must make every effort to comply within the given timeframe to avoid potential consequences.

Impact of Delayed Responses & Non-Compliance

Failure to meet these timelines can have significant implications and it is vital to understand the impact that timing can have:

• Commission Penalties – Agent accounts may be placed on a commission hold by the carrier until a response is received, impacting earnings.

• Potential Contract Termination – Failure to respond can result in additional disciplinary actions, up to and including, termination of contract. IFG reserves the right to take corrective actions, including suspension or termination of agent/agency contracts for repeated non-compliance.

Next Steps:

1. Review this notice and ensure all team members are informed.

2. Implement Investigation protocols and response timelines

3. Please reach out to us at Compliance@teamifg.com with any questions!

We appreciate your cooperation and commitment to maintaining the highest standards.

For agent-use only and must not be distributed.

IFG Trainings

IFG Sunfire Agent Training

Join us for a Sunfire hands-on walk-through with your knowledgeable Innovative Financial Group (IFG) Sunfire Team. The goal of these trainings will be to help answer important common questions and better utilize this innovative platform to assist with increasing your sales productivity. Register using the link below. Hosted by your IFG Sunfire Team Every Wednesday at 11:00am EST - 1st & 3rd Wednesday every month for Field Agents 2nd and 4th Wednesday every month for Call Center Agents

May 21st and June 4th at 11:00am EST for Call Center Agents Link to Register: HERE
May 28th  and June 11th at 11:00am EST for Field Agents Link to Register: HERE

AEP Marketing and Communication Training

In advance of AEP, IFG Marketing Oversight will be conducting a Marketing and Communication Training refresher. An invitation will be forthcoming.

Keep an eye out for new IFG trainings, announcements coming soon!

Healthcare in the News

Medi-Cal Under Threat: Who’s Covered and What Could Be Cut?

By Don Thompson April 23, 2025

States Push Medicaid Work Rules, but Few Programs Help Enrollees Find Jobs

April 15, 2025

Rural Hospitals Question Whether They Can Afford Medicare Advantage Contracts

April 8, 2025

IFG Mission Statement

At IFG, we are driven by our core values of Innovation, Collaboration, Accountability, and Execution. We empower our agents, agencies, and associates to achieve meaningful results by leveraging cutting-edge technology and resources. With an unwavering commitment to excellence, we strive to exceed our partners’ expectations and deliver an exceptional experience to every member.

For agent-use only and must not be distributed.

FOR AGENT USE ONLY | MULTIPLAN_IFG_KDHSUGF_25_C