Contact Verification: Do It Before The System Changes

Verify every client’s mobile number and email address now. After CMS’s contact-update process changes, fixing bad contact data can require Marketplace intervention instead of a quick update.

Why It Moved Up The List

• Authorization, identity-proofing, and document requests all reach the client through their phone and email — bad data means failed enrollments.
• CMS verification follow-ups (income, citizenship) come with deadlines; a wrong email loses the policy quietly.
• Your supplemental carrier records should match your Marketplace record — reconcile both.

My Weekly Sweep

• Text every client a one-line check: "Is this still your best number and email for your health plan?"
• Fix carrier and Marketplace contact fields the same day; log the verification date.
• No phone on file? Call. No email? Get consent and collect it on the call — never by asking for sensitive IDs in text.

Clients who hear from you before Open Enrollment renew with you during it.