Sales Tip #35: How to Document Permission to Call

  • Originally published December 23, 2011 , last updated January 12, 2016
Sales Tip #35: How to Document Permission to Call

Documentation of Permission to Call (PTC) is required when contacting consumers to market or sell Medicare Advantage (MA) or Prescription Drug Plans (PDP). You must request, document and update PTC each time you reach out to a consumer in order to contact him or her in the future. However, if you are contacting your own consumers or contacting current members, consent for each specific contact is not required to discuss plan business.

How to Document and Store PTC

According to CMS rules, agents must keep PTC documentation for a minimum of 10 years, and it must be retrievable upon request from the carrier or CMS. Some carriers allow you to document PTC online using their agent portal. If this is not an option, you should use the any or all of the following methods:

  • Keep lead cards or business reply cards
  • Document PTC in your client file
  • Create a spreadsheet

What not to do…

Unsolicited outbound calls to consumers about other business as a means of generating leads for Medicare plans.

Calls to referrals. A call from an agent or plan sponsor to a consumer who was referred would be considered an unsolicited contact.

Calls to former members who have disenrolled, or to current members who are in the process of voluntarily disenrolling, to market plans or products.

Calls to seminar attendees, unless the consumer gave express permission at the event for a follow-up call.

For more Dos and Don’ts you can download the 2011 CMS Marketing Guidelines here.