As a JET Insure agent, you may come across a situation where you contact Healthcare.gov, only to be told by a representative that you're not an authorized user on a customer’s account — even though you’re listed as the Agent of Record (AOR) for that customer. Let’s clear up the confusion!
Being assigned as a customer’s Agent of Record through JET Insure means you’re responsible for assisting the customer with their health insurance plan. However, this designation does not automatically give you access to speak to Healthcare.gov representatives about the customer’s personal application.
In order to speak directly with the Marketplace on a customer’s behalf, the customer must grant you separate permission as an authorized user.
To gain authorization, the customer must:
Initiate a three-way call with both you (their JET Insure agent) and a Healthcare.gov representative.
During the call, the customer must explicitly name you as someone allowed to discuss their application.
Once this is done, Healthcare.gov will list you as an authorized user for that customer’s account for up to one year.
Without this step, even though you are the AOR, Marketplace staff are restricted from sharing customer information with you.