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How do I log in to my INSXCloud account?
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How do I contact Tech Support?
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There are several ways to contact Tech Support for assistance with your INSXCloud account. The easiest way is to submit a Tech Ticket via our Technical Support page.
You can access the link to submit a Tech Ticket from any INSXCloud page—whether you're working on a quote or viewing your dashboard—by scrolling to the bottom of the page.
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To begin the process, select 'Submit a Ticket' on the Technical Support page. Once your Tech Ticket is submitted, you will receive confirmation acknowledging that your
request has been received, and our team will respond promptly. To submit a Tech Ticket now, click here.
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You can also contact Tech Support via phone by calling 330-564-8179. Our Support team, based in Ohio, is available Monday through Friday, from 8:00 AM to 5:00 PM ET.
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Why should I use the INSXCloud platform rather
than HealthCare.gov to enroll my clients in
ACA Marketplace coverage?
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The INSXCloud platform is a streamlined, phase II Enhanced Direct Enrollment (EDE) platform. INSXCloud, Inc. is a CMS-approved web broker, and the platform is a compliant option for agents and producers to quote, enroll and track their clients’ ACA Marketplace coverage. The EDE platform experience is integrated with HealthCare.gov and Georgia Access for Marketplace ACA plans so all insurance carriers, plans and rates are in sync. You can also use the INSXCloud platform to shop and quote on-exchange plans available in select State Based Marketplaces (SBMs).
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In addition, the INSXCloud platform provides an easy and efficient way for you to quote, enroll, track, and manage off-exchange and ancillary business such as dental,
vision, accident, or cancer insurance. You can offer your clients a variety of benefit options that best meet their needs with plans and products offered by nationally
recognized health insurance carriers to help round out their ACA coverage.
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If I am not the agent associated with a consumer’s
enrollment – usually called the Agent of Record (AOR) - and
I want to assist the consumer with making a change to
their enrollment, is there an alternative to the three-way
call with CMS?
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INSXCloud allows agents to pass the enrollment submission to the applicant for submission on our EDE platform in cases where the agent is not the agent of record.
This process is an alternative option to the required three-way call with the Centers for Medicare & Medicaid Services (CMS) or sending the consumer to HealthCare.gov. For more details, you can view the producer training guide here.
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My client’s Medicaid application was rejected. How can I complete the enrollment on the INSXCloud platform if their
income causes the platform to redirect them to Medicaid or
CHIP?
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If your client has applied for Medicaid or CHIP and been denied, and their income suggests eligibility for these programs, you can still complete their application
through the INSXCloud platform. When prompted, select the option indicating that your client has been denied Medicaid or CHIP coverage and respond to the related questions. Upon completion, your client will receive their eligibility results right away and may qualify for Marketplace coverage. Additionally, they may be asked to submit further documentation to verify the information provided. For more information, please refer to the HealthCare.gov page below.
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How do I save client quotes? How can I save Providers and Prescriptions in the quote?
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On the INSXCloud platform, after generating a quote using your client’s household data, you can save a quote by clicking the "Save Quote" button located at the top left
of the quoting results page. You will need to enter only your client’s first and last name to complete the process. Please note that quotes do not save automatically.
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For on-exchange medical plans in FFM states, you can also save the doctor and prescription drug information provided by your clients. To do this, in your quoting
results navigate to the "Medical" quoting tab, where you will find the “See Plans Including My Doctor” and “See Plans Including My Prescriptions” options on the lefthand side. Use these tabs to search for your client’s doctors and rescriptions. Once you perform the search and click save, the plans will display with the provider/prescription names at the bottom of each plan, indicating whether they are
in-network or covered by the plan.
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To save the providers/prescriptions along with the quote, simply select the checkbox next to the relevant provider or prescription name and click the “Save
Quote” button. You can then return to the “Quotes” tab under the "Quoting and Enrolling" bar on the left-hand side of your INSXCloud account to access your previously generated quote, along with any saved providers or prescriptions. These saved quotes can only be accessed by an agent once they log into their INSXCloud account.
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My client doesn’t have a Social Security Number (SSN).
How do I enroll them in a Marketplace plan on the
INSXCloud platform?
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The Centers for Medicare & Medicaid Services (CMS) requires HealthCare.gov applications to include either a Social Security Number or proof of eligible immigration status when applying for coverage. CMS requires U.S. citizens to provide their SSN when completing the application. Your client may enroll in coverage without a Social Security Number if they attest to having an eligible immigration status. Non-U.S. citizens will need to provide details from their immigration documents during the application process. Eligible immigration documents may include an I-551 (Permanent Resident Card), Employment Authorization Card, or an Immigrant Visa, among others.
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How do I make changes to a client’s plan if I have already submitted their application?
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In your INSXCloud account, under the “Quoting and Enrolling” tab, navigate to “On-Exchange Applications.” Locate the application for which you would like to change
the plan choice and click “View.” Then click the “Change Coverage” button at the top of the application page, next to the enrollment information. This will direct you to
your client’s eligibility page, where you can review their eligibility notice and proceed
with enrollment.
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At the bottom of the page, you will see three options for making changes. Agree to the Premium Tax Credit Attestation, then click the first tab labeled “Select Different Plans.” This will take you to the quoting results, where you can explore different plan options. Once a plan is selected and added to the cart, navigate to the cart to submit the new plan.
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Please note, after the effective date of the plan and outside of Open Enrollment, your client can only enroll in or change plans due to a life event that qualifies them for a
Special Enrollment Period. For more information about Special Enrollment Periods refer to the CMS page below.
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I am no longer listed as the Agent of Record (AOR) on an application or policy, but I believe I should be. What steps should I take?
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If you are no longer listed as the AOR but believe you should be, the first step is to contact your client to confirm whether they have worked with another agent to make
any updates or changes to their plan. If they have not made any changes, the next step would be to arrange a three-way call with the CMS Help Desk and your client to
have the NPN reinstated to your account.
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I am new to the Georgia Access state-based marketplace.
How can I access my clients’ applications from a prior year?
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Due to Georgia’s transition to a state-based health insurance exchange in November 2024, you can access applications from plan year 2024 onward on the Georgia
Access exchange or agent portal. Applications from plan year 2023 and earlier will not be transferred to Georgia Access, and agents will need to create new applications for their clients.
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I cannot find my clients’ applications when searching, even though I know they had applications in prior years. What
should I do?
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When searching the HealthCare.gov database to update, modify, or renew a client’s policy, you will be required to enter the client’s first and last name, coverage year,
state, and date of birth. In some instances, additional information may be necessary to successfully locate the application in the database. You can optionally input
fields such as zip code or email address to assist in the search. By selecting the “Search by Other Criteria” button, you can enter the client’s Social Security number,
which may help locate existing applications more efficiently.
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How can I enroll ACA child-only policies on the INSXCloud platform?
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You can enroll a client in a Child-Only policy on the INSXCloud platform in a few steps. You will quote a plan as usual, and after selecting it and adding it to the cart,
proceed with the enrollment process. When completing the application, you will need to add a primary applicant who is over the age of eighteen. You must include the primary applicant in the application, although they are not required to enroll in or accept coverage.
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Next, complete and review the application, sign the required attestations on behalf of your client, review the eligibility results, and download the eligibility notice. At this stage, you can submit an application for a child-only plan if you are enrolling only one child.
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If you are enrolling multiple children, you will need to separate them by selecting "Create Multiple Enrollment Groups.” Please note that you must create multiple
enrollment groups even if all the children are enrolling in the same plan. For detailed instructions on how to submit a Child-Only plan, refer to the resource linked below.
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INSXCloud Agent Resource: Enrolling Child-Only Plans on the INSXCloud Platform
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I am the admin of my agency. Can I submit Data Matching
Issue (DMI) documents or make changes to applications that
were written and submitted by my downline agents?
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No. As a Phase II CMS Approved EDE Platform, INSXCloud works diligently to stay compliant with CMS rules and regulations. Due to this, Admins for an agency are not
able to make changes or submit DMIs to applications where their NPN is not listed as the agent of record.
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I am not seeing products from insurance companies like
Golden Rule Insurance Co. (GRIC), Pivot Health or Aflac (Tier
One) to quote and enroll on the INSXCloud platform. How can
I get those added to my INSXCloud profile?
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If you are already appointed with any of these carriers, you can log into your INSXCloud account, enter your carrier-provided agent number if applicable, and
activate the products you wish to quote and enroll.
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To enter your agent number, navigate to the "Profile" tab under "My Info." Scroll down to the middle of the Profile page to find the carrier you wish to activate. For Aflac, you will need to provide both your Aflac agent number and your IHC SB agent number. For Pivot, enter your Pivot Health Agent Number. For GRIC, your license number is required only for home or resident state agents in Florida. Once your agent numbers are entered, proceed to the "My Company Info" section and select "Agency Profile." Click on "Restrictions." In the Restrictions tab, toggle the carrier activation button from red to green to activate the carrier. You may also activate specific product types at this stage.
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Once these steps are complete, you can begin quoting and enrolling. If your INSXCloud account is affiliated with a general agency or is part of a downline, please contact the agency administrator to activate the carriers. The administrator can make these updates in the Restrictions tab of the agency profile.
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If you are not already contracted with these carriers and companies, you can work
with our affiliate, IHC Specialty Benefits, Inc., to get started. Please send an email to IHCSB_start@ihcgroup.com, and a representative will contact you.
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