Understanding CMS & FCC One-to-One Consent Regulations: What Agents Need to Know
If you’re in the business of working with consumer leads, there are new rules you need to be aware of. CMS’s new one-to-one consent regulations and the FCC’s one-to-one consent rules. Both regulations are rolling out, and they will impact how agents and TPMOs (Third-Party Marketing Organizations) can contact consumers. Here’s what you need to know.
CMS One-to-One Consent Regulations (CMS-4205-F)
Starting Date: October 1, 2024
What is it? The CMS (Centers for Medicare & Medicaid Services) is implementing a new rule requiring TPMOs to obtain consumers’ express written consent before sharing their information with another TPMO.
Why should this matter to me as an agent?
After October 1, 2024, if you want to make outbound calls, you’ll need to have a lead that includes a CMS-compliant One-to-One consent.
For inbound warm transfers, it’s a bit different. The lead company needs to have written consent from the consumer, but they can get a one-time real-time verbal consent to transfer the call to another TPMO. The key is that this verbal consent must be recorded and must clearly state the TPMO’s name. It cannot be a generic, “We’re transferring you to an available agent.”
Can I share information with another TPMO?
No. The CMS rule explicitly restricts sharing consumer information with affiliates or other entities unless you have prior written consent from the consumer.
Does this affect inbound calls?
Nope! Direct inbound calls aren’t affected by this regulation.
FCC One-to-One Consent Regulations
Starting Date: January 27, 2025
What is it? The FCC (Federal Communications Commission) has its own set of One-to-One consent rules aimed at controlling forms of automated technology.
What are the key points?
It applies to calls or texts using regulated technology, such as auto dialers, pre-recorded/artificial voice calls, AI voice, or any form of outbound IVR (Interactive Voice Response).
Consent is needed before any such technology can be used to contact a consumer.
The consent must be specific to the purpose. For example, if someone is signing up for Medicare-related info, you cannot slip in consent for calls about auto insurance.
When does it take effect?
Starting January 27, 2025, you cannot make outbound calls or texts using automated technology without having FCC-compliant One-to-One consent.
What Does This Mean for You?
For Agents Handling Leads:
You need FCC-compliant consent starting January 27, 2025, to use any automated technology.
If you work with Medicare-related leads, you’ll also need CMS-compliant consent starting October 1, 2024, if you share data between TPMOs.
Warm transfers? Make sure the lead company has written consent. If you’re transferring a Medicare-related call, get verbal consent on a recorded line, mentioning the specific TPMO.
Final Thoughts
While these regulations might seem daunting, they’re all about protecting consumer privacy. As an agent, understanding and complying with these rules ensures you stay on the right side of the regulations and that you don’t lose valuable leads in the process.
Do you have any questions about how these new regulations might affect your business? Contact a Pinnacle team member today.
Vice President | Marketing