Medicare Updates
Discontinuation of Agent of Record (AOR) Letters for Medicare Policies
Policy update announcement
Beginning May 1, 2026, we will no longer accept AOR letters for Select Health Medicare policies. This policy change is designed to align our business processes with industry standards, better serve our agents and members and improve our internal processes.
Policy and procedure
As of May 1, Select Health will no longer process the following Medicare AOR change requests:
- AOR change requests received from a member (e.g. handwritten letter or email)
- AOR change requests received from an agent (required signed AOR form)
What is not changing
- Agents that sell their book of business will still be able to choose who their book will be transferred to.
- If a member requests that their agent be removed due to receiving poor service, the policy will be updated to direct with Select Health. Additionally, these allegations may be subject to further review.
Anticipated benefits
- Industry alignment: This process change will bring our organization in line with industry standards, allowing for consistent and fair practices across the market.
- Reduced risk of unethical practices and member confusion.
- Enhanced focus on member needs and plan stability.
This policy update reflects our commitment to integrity, efficiency, and member-focused service. We appreciate your cooperation and understanding as we make this important transition. If you have any questions, please contact your Medicare Sales Account Executive or the MAAS team at 801-442-7320.
A simpler way to stay on track: 180-day fills on Tier 1 medications
Helping your clients stay consistent with their medications is one of the most impactful ways to support their health and now, it’s easier than ever.
We’re excited to introduce 180-day prescription fills on select Tier 1 (low-cost generic) medications, giving members a more convenient and cost-effective way to stay adherent.
What’s new with 180-day fills
With a 180-day supply on eligible Tier 1 medications, members can:
- Reduce pharmacy trips
- Minimize the risk of missed refills
- Simplify their daily routine
- Access low-cost medication options
Why medication adherence matters
Medication adherence means taking medications exactly as prescribed without missing doses or gaps. When members stay on track, they are more likely to:
- Better manage chronic conditions
- Avoid complications and hospital visits
- Experience improved overall health
How you can help your clients
This is a great touchpoint for a quick check-in call. A simple conversation can help your clients stay on track and strengthen your relationship at the same time.
Start the conversation
- Suggest they speak with their doctor or pharmacist about moving to a 180-day supply
Reinforce Consistency
- Help members understand the importance of staying on track with their medications
Identify barriers early
- Watch for cost concerns, confusion, or side effects that may impact adherence
Thank you for helping your clients stay healthy and supported throughout the year.
Preventing Fraud, Waste & Abuse (FWA)
Fraud, Waste, and Abuse (FWA) impacts costs, care quality, and the integrity of Medicare. As a trusted advisor, you play an important role in helping protect your clients.
What to watch for
- Charges for services not received
- Requests for Medicare ID numbers in suspicious situations
- Unnecessary or excessive services
How you can help
- Encourage members to review their Explanation of Benefits (EOB)
- Remind them to protect their Medicare ID card
- Speak up if something doesn’t seem right
- Remind your clients Medicare will never ask for their ID number or personal information
Protecting against FWA helps ensure resources are used appropriately—and keeps the system working for everyone.
If you believe you have observed or your client has been subjected to Medicare program non-compliance or fraud, waste, or abuse, you should contact our Compliance Hotline at 800-442-4845 or shcompliance@selecthealth.org.
CAHPS Survey Now Underway
The annual CAHPS survey from the Centers for Medicare and Medicaid Services (CMS) is now being sent to Medicare plan members and will continue through May.
Selected members may be contacted by email, mail, or phone to share feedback about their experiences with Select Health plans. The survey focuses on topics like customer service interactions and how quickly members can get appointments or care.
If any of your clients have questions about this survey, please have them call Select Health Member Services at 855-442-9900.
