Spark Client Services and Retention starts with adding your contacts to the Spark Platform so that we can initiate personalized journeys for those members.

In the Spark Platform, members are defined as:

In other words, when you add a contact to the Spark Platform and add a policy whose effective date is before today, the automations will begin! If the effective date is in the future, the automations will begin the day that the effective date is reached.

Yes! We make sure the materials going out to your clients are compliant. We follow the same checklist that’s required for any Medicare material (see Communication Material Deep Dive).

Our materials are educational only, with no reference to specific carriers. They adhere to disclaimers, agent titles, and email-unsubscribe requirements. If your client is in California, we will add your license number to the materials.

Clients marked Churned or Deceased will have all of their active policies marked inactive and will no longer receive engagements from the Client Retention Program.

Yes! Each individual contact in Spark has a Contact Preferences section. In this section, you can opt out individual clients based on engagement type (postcard, email, etc.) or campaign type (Birthday Cards, Plan Enrollment, etc.).

You can find the Edit Contact Preferences section by clicking the blue dropdown arrow next to Edit contact on the respective contact’s page:

Of course! You can stay informed using the Activity feed and client Contact History.

Client Retention engagements are designed exclusively for clients with an active Medicare Advantage or Medicare Supplement policy. If your client only has a life insurance policy or an ancillary benefit plan (e.g., dental, vision, hearing, etc.), they will not receive Member Services.

Handwritten birthday cards are provided to agents at costs and are $2.50 per card. We bill for this service quarterly and the invoices are generally set around the 15th of the month following a quarter end.

Quarterly invoices are sent via email from [email protected] and can be paid electronically. Here’s a walkthrough on how to pay your invoice.

If you are unsure if your contacts are receiving client retention engagements, the first place to check is the Activity Feed in your Spark account. Here, you’ll see any engagements that have been routed to your clients. If you have checked and are still unsure, feel free to reach out to our team at [email protected], and we’ll confirm!

Yes! As long as your client’s preferred language is set to Spanish, they will receive the communications and engagements in Spanish.