Broker Service Line Policy

Scope

This policy applies to MNsure-certified brokers and certified broker support staff who contact the MNsure Broker Service Line for support.

Policy Details

The Broker Service Line supports MNsure-certified brokers and certified broker support staff who assist consumers with qualified health plan and dental plan application, enrollment, maintenance, and renewal activity through MNsure.

Brokers should use the MN-EES Assister Portal as their primary tool for assisting consumers. The Broker Service Line provides support when brokers need help with portal access, account creation and RIDP tickets, application or enrollment questions, broker-client association, Agent of Record issues, eligibility or enrollment troubleshooting, and other broker-related support.

Start with the MNsure Broker Portal

Brokers should use the MN-EES Assister Portal to complete available self-service actions before contacting the Broker Service Line. This includes starting or updating applications, assisting with enrollment activity, confirming broker-client association, reviewing available case information, and submitting portal-based requests or tickets when applicable.

Using the portal first helps ensure that requests are trackable, consumer information is protected, and Broker Service Line representatives can provide more efficient support when additional help is needed.

Guidelines for Working with the Broker Service Line

The Broker Service Line is dedicated to MNsure-certified brokers and certified broker support staff. Brokers should not share the Broker Service Line phone numbers or email address with consumers.

Brokers and support staff must follow the MNsure Code of Conduct and Rules of Behavior when interacting with Broker Service Line representatives.

Broker Service Line representatives generally work directly with brokers and certified broker support staff. If consumer participation is required for privacy, authorization, identity, or portal confirmation purposes, the consumer must be present at the start of the call. Representatives are unable to wait for consumers to be conferenced in after the call has begun.

Calling on speakerphone is permitted. However, there may be situations where the representative asks to be removed from speakerphone to protect privacy or improve call quality.

To help manage wait times, representatives can assist with up to three consumer-specific inquiries per call. Brokers and support staff with larger batches of inquiries should use the appropriate case status, ticket, or secure email process.

When to Contact the Broker Service Line

Brokers and certified support staff may contact the Broker Service Line for help with:

MN-EES broker portal access or navigation questions
Broker account creation and access issues
Consumer account creation and access issues when the consumer is working with a broker
Remote Identity Proofing, or RIDP, troubleshooting
Review of uploaded documents for eligible account creation or RIDP tickets
Qualified health plan or dental plan application and enrollment questions
Broker-client association or Agent of Record questions
Retroactive AOR ticket questions or follow-up
Special enrollment period questions and enrollment troubleshooting
Verification, application, or enrollment status questions available to MNsure
Certification, recertification, training, or support staff questions
Issues that prevent a broker from assisting a consumer through the portal

For detailed information about Agent of Record requirements and retroactive AOR requests, review the Agent of Record policy.

MN-EES Tickets

When an issue requires review, research, correction, document review, or retroactive action, brokers should submit the appropriate MN-EES ticket. This may include account creation issues, RIDP issues, retroactive AOR requests, and other issues that must be tracked for resolution.

If documentation is required, the broker or consumer should upload the requested documents through the appropriate portal process. Broker Service Line representatives can review uploaded documents for eligible ticket types and approve or deny the ticket based on MNsure’s requirements. Brokers calling about an existing ticket should have the ticket number and relevant consumer information available.

Account Creation and RIDP Tickets

The Broker Service Line can assist with account creation and Remote Identity Proofing, or RIDP, issues for brokers and consumers working with brokers.

If a broker or consumer is unable to complete account creation or RIDP through the portal, they may be asked to upload supporting documentation. After the required documents are uploaded, Broker Service Line representatives can review the documents and approve or deny the related account creation or RIDP ticket based on MNsure’s requirements.

Brokers calling about an account creation or RIDP ticket should have the ticket number, broker information, consumer identifying information, and a summary of the issue available.

Emailing the Broker Service Line

General questions that do not include consumer personally identifiable information may be sent to brokers@mnsure.org.

Questions or requests that include consumer personally identifiable information must be sent using MNsure’s secure email process, unless the issue should be submitted through a MN-EES ticket.

Brokers should not send duplicate requests through multiple channels unless directed by MNsure. Submitting the same issue by phone, email, secure email, and ticket may delay review and resolution.

Limitations of the Broker Service Line

Broker Service Line representatives cannot assist with:

Consumer-only calls
Calls from navigators or certified application counselors
Choosing, comparing, or recommending qualified health plans
Hypothetical eligibility or enrollment situations
County or DHS eligibility decisions
Appeals decisions or appeal status questions that must be directed to the appeals contact listed on the consumer’s notice
Information that MNsure is not authorized to disclose

Broker Service Line representatives cannot disclose:

Social Security numbers
Password reset information for family members or co-workers when the caller is not authorized
Consumer information when the broker or support staff cannot be verified
Information outside the caller’s authorization or role
Public program information that is not available to MNsure or cannot be disclosed

Medical Assistance, MinnesotaCare, and DHS System Questions

The Broker Service Line cannot make Medical Assistance, MinnesotaCare, county, or DHS eligibility decisions. When appropriate, representatives may relay information available to MNsure through DHS systems and help brokers understand the next step when a public program issue affects qualified health plan or dental plan enrollment.

Appeals and RRT Questions

The Broker Service Line cannot provide appeals decisions or appeal status updates that must be handled through the appeals process. Brokers and consumers should follow the instructions listed on the consumer’s notice for appeals or RRT-related questions.

Before Contacting the Broker Service Line

Before calling or submitting a request, brokers and support staff should have the following ready:

Broker or support staff first and last name
National Producer Number, if applicable, or support staff assister ID number, if needed
Consumer identifying information, when the question is consumer-specific
MN-EES application or enrollment information, if available
Ticket number, if contacting MNsure about an existing ticket
A summary of the issue
Any steps already attempted in the portal

Having this information available helps representatives verify the caller, protect consumer information, and resolve the issue more efficiently.

Contacting the Broker Service Line

Call 651-539-2088 or 844-520-8695 and follow the prompts to be connected with a Broker Service Line representative. General broker questions that do not include consumer personally identifiable information may be emailed to brokers@mnsure.org. However, questions that include consumer personally identifiable information must be submitted through secure email or the appropriate MN-EES ticket process.