A suspension doesn't have to be permanent. If your agency has taken corrective action and your metrics are heading in the right direction, Spark Advisors will formally advocate on your behalf to help you pursue reinstatement with the carrier.
Where to start: Reach out to your Account Manager — they'll guide you through the entire process. |
Am I Eligible?
Your metrics don't need to have fully reached these targets at the time of submission — what matters is that they are on a clear downward trend toward them, backed by real corrective action. Your Account Manager will assess your trajectory before anything moves forward.
Metric | Low Risk Target |
CTM Rate / 1k (rolling 12-month) | Trending toward < 2.0 with meaningful improvement |
Non-CTM Founded Rate / 1k (rolling 12-month) | Trending toward < 10.0 with meaningful improvement |
CTM & Non-CTM Rates trending down since suspension | Must reflect meaningful improvement relative to your 12-month rate |
Accretion Rate (rolling 3-month) | Trending toward ≥ 70% with meaningful improvement |
Rapid Disenrollment (RDE) Rate (rolling 3-month) | Trending toward < 20% with meaningful improvement |
Call Quality Score (rolling 3-month, when applicable) | Trending toward ≥ 85% with meaningful improvement |
Open Compliance Investigations | None — all must be fully resolved |
How the Process Works
Contact your Account Manager and let them know you'd like to explore reinstatement.
Your AM pulls your current metrics and confirms whether you meet all eligibility criteria. If you're not there yet, they'll tell you what still needs to improve.
If eligible, your AM shares the reinstatement request with you. You'll complete the root cause narrative, corrective action sections, and certification. Your AM completes the metric snapshot.
Your AM reviews the completed package and submits it to Spark's Compliance team.
Compliance reviews your metrics and evaluates the quality of your narrative and corrective actions. If revisions are needed, your AM will reach out with specific feedback.
Once internally approved, Spark submits a formal advocacy letter and your package to the carrier.
Your AM notifies you of the carrier's decision.
Possible Outcomes
Approved — The carrier has agreed to reinstate your agency. Your AM will communicate next steps.
Denied — The carrier has declined at this time. You can reapply once your metrics show continued, sustained improvement. Your AM will share any available guidance from the carrier.
Keep in mind: Meeting eligibility criteria does not guarantee reinstatement. The carrier has final authority, and Compliance evaluates the quality of your submission — not just the numbers. Your root cause narrative must be written in your own words. Generic submissions will be returned for revision. |
A Few Other Things to Know
Carrier response timelines vary. Spark will follow up if needed, but cannot guarantee processing times.
Your Account Manager is your primary point of contact throughout. Please direct all questions to them.
If you're unsure what corrective actions to take, your AM can connect you with the Spark Compliance team.