Enrollment Follow-Up Program FAQ

Since open enrollment began on October 1st, hundreds of thousands of Californians have started an application for health care coverage through Covered California, and thousands more have requested information about affordable coverage options. Many of these individuals have finished their applications and selected a health plan. But decisions about health care coverage can be complicated: Covered California developed an Enrollment Follow-up Program to connect consumers with Covered California certified representatives who can provide direct, one-on-one follow-up to ensure that every interested consumer receives the help they need to enroll.

Why am I being contacted by a Covered California certified representative?
As a part of the Enrollment Follow-up Program, one of our certified representatives may contact you if you have started an application for affordable insurance options available through the new health care marketplace, or if you have asked us for information about coverage available. We will be following up with consumers to ensure that they have the information and assistance they need to select a plan and complete their enrollment.

Who are Covered California certified representatives?
All Covered California certified representatives participating in the Enrollment Follow-up Program are trained and authorized to provide enrollment assistance for the full range of Covered California health insurance plan options. Representatives include Covered California Certified Enrollment Counselors and Covered California Certified Insurance Agents. All of these certified representatives have:

• Passed fingerprint-based criminal background checks;
• Completed training and passed an examination about Covered California;
• Disclosed any possible conflicts of interest;
• Legally contracted with Covered California to meet all federal and state privacy laws and Covered California’s protocols in their interactions with consumers.

Do I have to work with the person who follows up with me?
All the Covered California certified representatives are ready to help you finish your application, and we encourage you to find someone who can help using our “Find Help Near You” tool at CoveredCA.com. However, if you do not want to work with these representatives, you can finish the application at your own pace either online, by calling the Covered California service center at 1-800-300-1506. And you can always cancel your application if you have found another

If someone calls me claiming to be from Covered California, how do I know I can trust them?
You can check to make sure the person who contacts you is certified by Covered California by visiting CoveredCA.com and clicking the “Find Help Near You” button. If the person who contacted you is not listed, then they are not authorized by Covered California to provide you with enrollment assistance. You can also verify certification by calling 1-800-300-1506.

• Covered California advises consumers to guard their personal information carefully. Never provide your Social Security Number, or confidential personal, tax, or health information to someone you do not trust.
• If you suspect that someone has tried to scam you – contact our Office of Consumer Protection at consumerprotection@covered.ca.gov or by calling 1-800-300-1506. More consumer protection resources are available at https://www.coveredca.com/consumerprotection/.

Will I be charged for this enrollment follow-up assistance?
No. Legitimate enrollment assistance from Covered California certified representatives is always free.

How does Covered California protect my privacy?
Covered California has implemented strict legal and operational protocols to protect the personal information of its applicants. Improper disclosure of a consumer’s confidential information is a violation of federal and state law and is subject to fines of up to $25,000 under the Affordable Care Act.

For the Enrollment Follow-up Program, certified representatives are provided only the minimum, limited information necessary to make contact with a consumer. This includes a consumer’s name, contact information, and basic information about the status of their application. Your Social Security Number, tax, or protected health information have not been shared for the Enrollment Follow-up Program.

Though Certified representatives are given limited information to contact consumers, if you consent to follow-up assistance, these Covered California certified representatives are authorized and trained to assist you inputting confidential personal information necessary to complete your application and enrollment.

You can learn more about our privacy practices here: https://www.coveredca.com/enrollment-assistance/npp.html.