The Centers for Medicare & Medicaid Services (CMS) is reverting to the previous security procedures and integration requirements that were in place before Friday, August 29th. This action requires agents and brokers to reconnect their CMS Enterprise Portal Federally Facilitated Marketplace (FFM) account credentials every 12 hours.
Important to know
Enhanced Direct Enrollment Partner (EDE) websites will continue to have additional security controls in place if you have not been active on their platform for a specified period. Some of these websites may require you to log back into the EDE partner’s website if you have been inactive on your computer or device for more than 30 minutes.
To minimize disruptions, we recommend:
- Complete applications and enrollments in a single session when possible.
- Save your work frequently, especially before stepping away from your computer.
Have additional questions?
For additional assistance, contact the Agent/Broker Email Help Desk at FFMProducer-AssisterHelpDesk@cms.hhs.gov. For further support, you can contact Agility Producer Support at (866) 590-9771 or by email at support@enrollinsurance.com. Agility can also add you to our free weekly email list for tips and vital information to help you maximize your ACA Open Enrollment period (OEP).
HealthSherpa has informed Agility about a CMS-mandated change that may affect your workflow. Beginning Friday, August 29, CMS will enforce a new 30-minute inactivity timer on your FFM integration.
What’s Changing
Previously, FFM integration remained active for up to 12 hours. Under the new CMS rule, your FFM integration will expire after 30 minutes of inactivity if no actions requiring Marketplace integration are performed.
If you are logged in to HealthSherpa when your FFM integration expires, you will remain logged in. However, you will need to reintegrate your FFM account before continuing any work that requires Marketplace integration.
Examples of actions that require Marketplace integration:
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Opening client details
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Filling out a Marketplace application
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Any area in HealthSherpa labeled “syncing with Marketplace”
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Uploading documents to the Marketplace
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Re-syncing applications
Examples of actions that do NOT require Marketplace integration:
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Working on Georgia applications (servicing Georgia clients does not require Marketplace integration)
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Checking bonuses
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General agency administration
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Quoting and plan shopping
If you spend more than 30 minutes in HealthSherpa without performing Marketplace-related actions, your FFM integration will expire, and you will be prompted to reintegrate your FFM account. Since these connections happen behind the scenes, you may be prompted to reconnect even if you’ve been actively using an EDE website.
These security controls are in addition to existing “time-out” protections that may already be in place on EDE partner websites.
To minimize disruptions, we recommend you:
- Complete applications and enrollments in a single session when possible.
- Be prepared to sign in to your CMS FFM account again if prompted during your EDE session.
- Save your work frequently, especially before stepping away from your computer.
CMS requires this change for all EDE partners. Have additional questions?
You can contact the Agent/Broker Email Help Desk at FFMProducer-AssisterHelpDesk@cms.hhs.gov.HealthSherpa is working to minimize the impact, too, and if you have HealthSherpa questions, please contact HealthSherpa Support.
For additional support, you can contact Agility Producer Support at (866) 590-9771 or by email at support@enrollinsurance.com. Agility can also add you to our free weekly email list for tips and vital information to help you maximize your ACA Open Enrollment period (OEP).
All Florida Agents,
HealthSherpa has informed Agility that the Florida Department of Insurance has determined that any agency or Enhanced Direct Entity within Florida will no longer use NPN Override.
HealthSherpa is developing new tools to help agencies and Enhanced Direct Entities efficiently manage their business in Florida.
As a reminder, a National Producer Number (NPN) override allows an agent to use another agent’s NPN, essentially bypassing this requirement.
Currently, the official written information comes from HealthSherpa on this subject. HealthSherpa has already modified its platform to reflect this change since UnitedHealthcare is telling Agility this change is effective for September 1, 2025
Key Takeaways:
Agility believes no agency or Enhanced Direct Entity should use NPN Overrides in Florida, and agents must be licensed and appointed to sell insurance in the state. If you have any questions about the compliance aspect of this, please contact the Agility Compliance team by emailing compliance@enrollinsurance.com.
Operational questions about licensing agents to work in Florida or contracting with Florida carriers can go to the Agility Florida Market Managers, Stacy Burrell, and Cesar David Prado. You can contact Agility at (866) 590-9771 with any insurance questions you have.
Agility can also add you to our free weekly email list for tips and vital information!
