Enrollment and Eligibility (ENR) FAQ
Guidance for FAQ regarding Direct Enrollment and Other
Program Area: Enrollment and Eligibility (ENR)
Question: Will Issuer customer service representatives be required to answer any Remote Identity Proofing questions when completing an enrollment on behalf of an enrollee?
Answer: As indicated in the PI Final Rule, the FFM does not intend to permit issuers to allow application assisters to perform the assistance functions set forth in 45 CFR 155.415 in the first year of Exchange operations. However, agents and brokers may still work for issuers, as many do today, but they must follow the standards set forth in 155.220. Agents and brokers can help the applicant answer RIDP questions prior to starting the application. Additionally, there are certain functions that issuers currently have their staff perform, such as answering general information about plans, and those individuals may continue to perform those functions.
Issued by: Centers for Medicare & Medicaid Services (CMS)
Issue Date: January 09, 2014
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