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RAPID DISENROLLMENT SOLUTION

Addressing the Challenge

Our clientele includes insurers, agencies, and FMOs, who faced a significant challenge during the AEP 2022 season: identifying policyholders susceptible to disenrolling from their plans within a mere three months. The primary objective was twofold: elevate rapid disenrollment rates and reduce the cost per acquisition (CPA), calculated for policyholders who sustain their plan for a minimum of three months.

 We are currently addressing a crucial issue in the Medicare sector, placing a premium on the retention and long-term prosperity of our clients. In the realm of Medicare, rapid disenrollment refers to the scenario where a policyholder, initially assisted in enrolling in a new plan, withdraws from said plan within three months of enrollment or before the enrollment finalization. When a customer undergoes rapid disenrollment, the carrier must refund all commissions associated with that sale. Additionally, a high rate of rapid disenrollment can tarnish one’s reputation with both carriers and CMS, as it may indicate underlying problems in the enrollment process.

RPM’s Innovative Approach

Our strategy revolves around monitoring the shopping behavior of new policyholders during their initial three months of enrollment. To identify customers at risk of disenrollment within this critical window, we have embarked on an endeavor involving the correlation of data from over 15 million unique prospects sourced from the our database. These prospects originate from more than 100 CMS-approved publishers’ webpages, forms, or call centers, and we endeavor to match them with our clients’ newly acquired policyholders. A match signifies that one of their new policyholders is actively exploring alternative Medicare plans, rendering them susceptible to rapid disenrollment. These at-risk customers often harbor questions about their new policy or express dissatisfaction with it. To prevent them from disenrolling, timely outreach is imperative.

Here’s how it functions:

  1. Our client successfully converts a new policyholder from RPM’s leads or calls, immediately relaying this sale to RPM through a real-time API.
  2. RPM initiates the tracking of this new policyholder’s shopping behavior by comparing their data with the vast pool of over 15 million leads traversing our database during AEP and OEP.
  3. Whenever a match surfaces, we assist our clients in securing exclusive access to the corresponding prospect. Subsequently, these unique prospects are directed to our client’s retention team, who promptly initiate contact. During these interactions with at-risk customers, our company delivers retention-oriented customer care.
In these conversations with at-risk customers, the company endeavors to either retain the customer in their current policy, thereby preventing rapid disenrollment, or transition them to a different policy if the initial choice was unsatisfactory.

A Real-Life Scenario

Imagine it’s AEP, and Michael King is actively seeking a Medicare Advantage plan. To facilitate his search, he fills out a quote request form on a publisher’s website. RPM’s client dynamically bids on Rodney King, successfully converting him into a policyholder. From this moment onward, RPM continually monitors Rodney King’s activity by cross-referencing his data with the vast repository of 15 million leads within our database.
Two months later, during OEP, Rodney King once again fills out a form on a different publisher’s website, signaling uncertainty regarding his initial policy selection made during AEP.

 

RPM promptly alerts the client that Rodney King is actively exploring alternatives, and we exclusively route this lead to them. Our client then reaches out to Rodney King, aiming to maintain his policy.

Key Achievements

During the last AEP and OEP, we facilitated tens of thousands of matches between leads and our clients’ new policies. This allowed us to identify their new policyholders while they were actively considering alternative options. Routing these leads to our clients’ retention teams resulted in a remarkable upswing, with an improvement in placement and rapid disenrollment rates of up to 30%.

This year, we anticipate an even larger volume of unique prospects within our marketplace. We have expanded our market coverage by forging connections with additional CMS-approved publishers. This expansion will undoubtedly yield a higher match rate. The higher the match rate, the greater the number of at-risk customers we can identify and retain.

Don’t hesitate to connect with our Medicare specialists to explore whether our innovative approach can benefit your specific needs and objectives.

 

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