Hours and days of operation must accompany customer service phone numbers on Medicare marketing materials, per the Medicare Marketing Guidelines (Section 40.6).
Brokers Must Include This With a Customer Service Number
Customer service numbers and hours of operation should always be seen together. When a plan sponsor’s (or carrier’s) customer service number appears, the sponsor’s hours and days of operation must also be included. The number must be toll-free, and the hours and days of operation must be available to everyone regardless of their language and mode of communication.
This is a requirement for marketing information provided to current and prospective enrollees. The hours and days of operation only need to appear once, not every time a customer service number is provided. Additionally, the hours and days of operation for 1-800-MEDICARE must also appear any time the following appear:
- Medicare TTY
For example, say that you are partnering with a plan sponsor for a sales event. (It’s a rare instance, but it happens.) If you list the phone number for the plan sponsor’s customer service department on your marketing materials, you must also include the department’s hours and days of operation.
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There are more MMG-focused articles on Excelsior’s resource center. We explain CMS’ rules for topics ranging from phone numbers to proper font size on marketing materials. Learn more about the Excelsior team and how we can double, or triple, your income. Contact us today.
Note: For the most current information, see the CMS Medicare Marketing Guidelines.