No cost — it's free to Spark agents.

If you’re opted in, the campaign sends a maximum of three emails and an optional postcard to your clients, prompting them to complete a needs assessment and/or SOA.

The last day to opt into the AEP retention campaign is Aug 26 as we pre-order postcards and queue up emails in advance, but after this date, you can still upload your book of business to Spark and send needs assessments manually.

Go to Client Retention Programs in Spark to see if you’ve opted in.

No. The campaign only sends to contacts with an active Medicare policy on their contact record. Prospects will not receive these communications.

No, they will not.

Yes. As long as there's an active policy manually added to that contact's record in Spark, they're treated as having an active policy and are eligible — regardless of whether Spark has a contract with that carrier.

Yes, you can edit the contact in Spark. Please do this by Aug. 18 for the Aug. 25 campaign and Aug. 26 for the Sept. 2 campaign as we pre-order postcards and queue up emails in advance.

Yes, you can do this by clicking the blue down arrow in the top-right corner of the contact record and selecting Communication Preferences.

If a client completes the Needs Assessment form sent to them via postcard or email, they will not receive subsequent emails in the drip campaign.

Each contact record gets its own unique needs assessment. If Jane and John share an email, they'll receive two separate emails — one addressed to "Jane," one to "John" — each surfacing only that person's own data.

The campaign delivers to whatever email address is on the contact record. Some agents put the DPOA's email in the primary email field as the workaround.

They won't be able to receive the email campaign. If postcards are enabled and a mailing address exists, they can still receive the postcard — but they can't be reached by email.

Opt them in anyway (it's free — no downside), but plan a separate manual outreach approach (calls, in-person, etc.) for that segment. Printing the needs assessment is not currently possible.

To exclude someone, opt that individual out via their communication preferences.

Opt-in happens in bulk (you turn the campaign on for your book). Opt-outs, however, are managed individually per contact.

No. Each LOA agent must complete setup individually. Agency Principals of LOAs can enable/disable access to the client retention feature for their agents via the LOA Settings page in the Back Office of their LOA view, but each agent still configures their own campaign.

If you're onboarding to Spark, you'll see a prompt on the Contacts page to upload CSV/Excel carrier export files. Don't see this prompt? Contact [email protected].

No stated limit on file count or book size — upload as many carrier export files as needed and Spark will merge them. (Exact max file size wasn't directly addressed anywhere — worth confirming with support if you have a very large file.)

No. Every email is pre-written and compliance-approved.

It’s included in the assessment if you have configured it to send.

Yes — all communications are approved by the compliance team and include all required disclaimers.

Unfortunately, no, this is not possible at this time.

Emails come from a "do not reply" address but if a client replies to one of these emails, it will be forwarded to you.

Yes. The postcard and needs-assessment experience use your marketing profile (photo, logo, color theme, name, and contact info), so it looks and feels like it's coming directly from the agent.

No, it is designed to be filled out online by the client.

Their health-related information (prescriptions, providers, and conditions) and contact information (address, phone number, etc.). If a client already has Rx info in Spark, it will be pulled into the needs assessment for them to review and update.

No. Each needs-assessment link is unique per contact record and pulls that person's specific data. The link for a given contact can be found in their contact history.

The system automatically references the plan type already on the contact record — no manual per-client setup needed beyond the initial targeting decision.

Clients will continue receiving the reminder emails until they submit the assessment. Separately, you can always manually send a fresh needs assessment to any contact from the contact list at any time.

You can remove or adjust the scheduling link temporarily via your marketing profile to leave it out of the emails.

No — only one business/return mailing address is currently supported per agent.

It will default to Spark's business address (New York), which will show as the return address on postcards.

No — only the two pre-AEP flights are offered (Aug 25 and Sept 2 starts).

Yes. To see who's submitted changes through their needs assessment, navigate to your Contacts page, select the Activity tab, then use the Activity filter to select "Updated needs."

Keep in mind that a client can complete the needs assessment with no updates; if nothing on file has changed, they're routed straight to completion. In that case, they won't appear under "Updated needs" even though they did respond. To confirm whether a specific client completed the assessment at all (with or without changes), check their Contact History on their individual profile.

The contact's history shows the needs assessment being sent, started, and completed (plus SOA status). You can also filter the contact list by "sent but not completed" vs. "completed," and turn on email/activity notifications in Communication Preferences so you're alerted without manually checking each record.

Notification settings exist in Communication Preferences to receive activity alerts as things are completed — turn these on if you want to be proactively notified rather than checking contact records manually.