Overview
We know that receiving a suspension notice is stressful — for you and for your agent. This article walks you through exactly what triggers a suspension, what happens during the suspension period, and what your agent needs to do to get back to selling. Our goal is always to help agents return to good standing where possible.
What Triggers a Suspension
Under CAMP, an agent is subject to suspension when they meet one of the following thresholds over a rolling 12-month window:
Metric | Suspension Threshold |
Total CTM Count | 6 or more founded CTMs |
Founded Non-CTM Count | 10 or more founded non-CTM cases |
Case Responsiveness | Failure to respond to an open compliance case by the deadline |
Case responsiveness suspensions work differently. If an agent does not respond to a compliance case by their deadline — typically 5 business days — they are suspended immediately, outside of the normal monthly cycle. This suspension stays in effect until the case is fully resolved. There is no waiting for the next monthly review.
Suspension may also be initiated outside of these thresholds when a carrier suspends or terminates an agent, or when a serious compliance event warrants immediate action.
Notice of Suspension
When Spark initiates a suspension, your agency will receive written notice from Spark Compliance via email. Notice may be sent through Spark's secure email platform, Zivver — please make sure you are monitoring for messages from that system.
The notice will include:
The agent's name and the reason for the suspension
The effective date (3 business days from the date of notice)
The minimum suspension period
The reinstatement requirements the agent must complete
Contact information for questions
Your responsibility upon receiving notice: You must inform the agent of their suspension, explain the reason, and provide them with the reinstatement requirements. The agency is responsible for ensuring the agent stops all selling activity during the suspension period.
What Happens During the Suspension
The minimum suspension period is 30 days, beginning on the effective date stated in the notice.
During the suspension period:
The agent's access to the enrollment platform is revoked for the full 30 days
The agent retains access to the Spark platform
The agent may not submit new applications, conduct enrollment calls, or participate in any marketing activity on behalf of Spark or Spark-contracted carriers
The agency is responsible for upholding the suspension
The suspension may extend beyond 30 days if reinstatement requirements are not completed, open investigations remain unresolved, or Spark determines that additional time is warranted based on the circumstances.
The Reinstatement Process
Reinstatement is not automatic. The agent must initiate the process, and all five steps below must be completed and verified by Spark Compliance before reinstatement is considered.
Step 1 — Serve the full 30-day suspension The agent must complete the full minimum suspension period with no active enrollment activity. The clock starts from the effective suspension date.
Step 2 — Submit a reinstatement request The agent submits a reinstatement request by emailing [email protected]. Submissions are accepted within 7 days of the suspension end date.
Step 3 — Resolve all open investigations All open compliance cases or investigations must be fully resolved before reinstatement can move forward. No open cases may remain at the time of submission.
Step 4 — Pass the Compliance Certification The agent must complete a Spark compliance assessment. The assessment covers areas such as CMS obligations, script adherence, benefit coverage, Special Enrollment Periods (SEPs), and carrier requirements. Spark will share the assessment with the agent after the reinstatement request is received.
Step 5 — Complete any specialized retraining criteria Spark may assign the agent additional retraining or coaching as part of the suspension. All assigned steps must be completed before reinstatement is approved.
Once all five steps are verified, Spark Compliance will review the request and communicate a decision in writing. Meeting the requirements creates eligibility for reinstatement — it does not guarantee it. Spark reviews each case individually.
Upon reinstatement: The agent's CTM Count and Founded Non-CTM Case Count reset to zero for Spark CAMP tracking purposes. Please note that carriers may act independently based on the agent's full history and are not bound by Spark's reset.
A Note on Carrier-Initiated Suspensions
Carriers monitor and enforce agent compliance independently. A carrier may suspend or terminate an agent based on their own data and criteria, at any time, separate from any CAMP action. Carrier-initiated suspensions are not governed by Spark's 30-day minimum or reinstatement process — each carrier has its own requirements and timeline.
If a carrier takes action against an agent in your agency, contact [email protected] right away. We'll work with you to understand what happened and determine next steps, but reinstatement with the carrier will follow that carrier's own process.
Questions?
Contact your Account Manager or email [email protected].
Last reviewed: April 2026
Disclaimer: This article is for informational purposes only and reflects Spark Advisors' CAMP policies as of the date of last review. Program thresholds, metrics, tiers, and procedures are subject to change. Spark Advisors reserves the right to update, modify, or discontinue any element of the CAMP program at any time. This article is not legal advice. Agency partners are responsible for maintaining compliance with all applicable CMS regulations, carrier requirements, and federal and state law. Questions? Contact your Account Manager or email [email protected].