Broker portal frequently asked questions
Use this guide to help you get the most out of UCare's broker portal. Our goal is to make it easy to work with UCare. Thank you for your business!
Getting started on the broker portal
When you are newly appointed with UCare you will receive an activation email to complete the broker portal registration. Select Activate Account to create your password and set up security questions.
Once you activate your account you can use the same credentials to access both portals. You will manage your Medicare business in the UCare Medicare broker portal and your Individual & Family Plan (IFP) business in the UCare IFP broker portal.
NOTE: Without the correct answer to your security questions, you will not be able to reset your password.
The first time you login after you activate your account you will be asked to set up multifactor authentication (MFA). Please see the set up authentication instructions if you need additional help.
Adding multifactor authentication to your username/password protects you and your clients and helps ensure the security of both you and your clients' information.
To log into the UCare Medicare broker portal, go to ucare.org/brokers/login.
To log into the UCare Individual & Family Plan broker portal, got to ucare.org/brokers/login-ifp.
You should have received an email from UCare staff with your registration information. If you can’t find the email, look in your email spam folder. If you still can’t find the information, email brokers@ucare.org.
Your username is your email address. If you have forgotten your password or locked your account, click on "need help signing in?" in the broker portal below the sign-in button on the sign-in page.
Ordering materials
Get sales kits, referral cards, inserts and other marketing materials.
Viewing your commissions
Commissions are paid monthly on all renewals and any new business approved by the 13th of the month.
If you are paid through your UCare GA, make sure you communicate with your UCare GA about the timing of checks being mailed or deposited. They will need time to reconcile the payment prior to disbursing your commission payment.
IMPORTANT: Brokers cannot be paid commission for new business OR renewals if they have not recertified. You must retain an active license to receive commissions. Delays in recertification could result in delays in commission payments.
IMPORTANT: Commission statements are only currently available in the Medicare broker portal. You can access your commission statements for UCare Medicare, IFP and D-SNP products in the Medicare portal.
If you only sell IFP you can still access the Medicare portal for your commissions with the same credentials as you use for your IFP portal.
You can view digital copies of your monthly commissions statement in Excel or PDF format in your broker portal account under the commissions section.
If you need additional details about your Medicare Supplement statements, email brokerfinancialinquiries@ucare.org.
- The application was approved too close to the commission cutoff, or not in time for the commission payment processing time for the month.
- The application was approved too close to the effective date, or not in time for the commission payment processing time for the month.
In the above cases, the commission will be paid the following month.
No. Each broker has unique broker portal sign-in credentials and will not see other brokers’ commissions.
Using your Medicare broker portal
You can start an application from multiple places within the portal.
- Use the action button on your Workbench
- Select a New Application from the Client Details page
- Start an application from a quote
- From the Applications Section
See the broker portal user guide for full step-by-step instructions.
Yes. Press "Save and Exit" at any step in the enrollment application process. Then you can come back and continue where you left off.
You can get to it either from the Applications section or from the prospective member’s Client Details from the Clients section.
Click on the Application ID.
You'll know that an application has not yet been submitted because the status will show as "Not Yet Submitted." Select continue application.
It is strongly recommended but not required. The online enrollment tool will display all primary care clinics for all specialties available based on the enrollee information submitted. Consider using different “filtering” options to help select the best clinic for the enrollee. For example, you could filter by specialty (such as Family Medicine) or by distance from home (such as within 20 miles) If you don’t choose a primary care clinic, one will be chosen for the enrollee by UCare.
You can view the status in the Applications section of the dashboard. After submitting the application, the status will change based on where it is in the review process.
| Status | Means |
|
Not Yet Submitted |
The application was started but not yet submitted. (Status may show as "In Progress") |
|
Submitted |
The application was submitted. This status will display for up to two hours, then change to "Pending". |
|
Pending |
The application has been submitted and is being processed. |
|
Incomplete |
The application is being processed but it is incomplete and requires additional information. A reason is provided. |
|
Rejected |
The application was rejected either because one or more required documents were not received or CMS rejected the application due to other reasons. |
|
Canceled |
The application was canceled by request. |
|
Denied |
The application was denied due to non-receipt of required information. |
|
Enrolled |
The application has been approved by CMS. |
Yes, if your broker identification number was indicated on the application. You will be able to see status but you will not be able to view the application itself.
- It is an Individual & Family Plan (IFP) application and is only available in your IFP broker portal.
- No broker identification number was included on the Medicare application.
- The Medicare application was mailed or faxed in and the broker information was not clearly indicated (may not have scanned properly).
If there is an issue with your agent of record not being associated with a policy, please send an email to brokers@ucare.org.
If you have additional information about a prospective member, such as a Medicare ID number, send an email to brokers@ucare.org.
- It for an Individual & Family Plans (IFP) member whose first payment has not yet been received.
- You are not listed as the agent of record on the policy.
If you believe that you should be the agent of record, please send an email to brokers@ucare.org.
You can export lists of your clients, quotes, applications or members by selecting the export icon in the upper right corner of the list.
You can share a saved quote via PDF or through the live share functionality with your client. When you share a PDF, your client will receive an email that contains a PDF of the details. When you choose live share, your client will receive an email with a link where they can follow the steps to create and enrollment account and see the full details of the shared quote in their enrollment portal.
Applications can be shared with the live share functionality. Like with the quote, you client will receive an email with a link where they can follow the steps to create and enrollment account and see the full details of the shared application in their enrollment portal.
For detailed information on the live sharing functionality for quotes and applications you can review our live share user guide.
Using your Individual & Family Plan broker portal
You can select New Application in the upper right-hand corner of your IFP broker portal or start an application from a quote by selecting enroll.
- If you are submitting an on-exchange application, you will be redirected to MNsure
- If you are submitting an off-exchange application directly with UCare, you will be able to complete the application in your portal
For detailed information on submitting an application directly with UCare please review the application overview training in the resource center of you IFP broker portal.
Yes, you can leave the application at any time and it will automatically save it where you left off. You can return to the application through the client details section of the portal under applications. When you leave an application, it may take up to 30 minutes to populate your application list. Click on the pencil icon to continue the application where you left off.
Once you submit an application only a summary will be available in your application list. You will be able to access the member information from the application on the member record in the member list view under client details.
Note: It may take up to 30 minutes for the application and the member information to populate in the client details.
| Client financial status | |
| Paid through | This means the subscriber is up to date with their payments. |
| Suspended | When the member is non-subsidized and enter their first month of delinquency. They are now in their first month of grace period. When they are subsidized and enter their second month of delinquency, they are now in their second month of grace period. Their finance status will update from delinquent to suspended. While the finance status is "suspended" they are not eligible to file claims, and therefore their subscriber status will be "suspended." |
| Terminated | A subscriber's financial status will become "terminated" once they fail to advance their paid through date and exhaust their grace period. |
| Client status | |
| Active | This subscriber's account is active, and they are eligible to receive coverage. The subscriber has at the very least made their binder payment and they are currently eligible to file claims. |
| Pending | This subscriber's account is still being processed. This is the first status that a new subscriber and the subscriber entity will remain in a "pending" status until the rate for the subscriber and all associated members on the policy is verified. |
| Verified | This subscriber's account is still being processed. Once the subscriber enters a status of "verified," this means the rate for the subscriber and all associated members on the policy is verified. At this point, the binder payment has not been received or applied and an initial invoice has not been issued. The subscriber entity will not move to an “awaiting payment” status until all current member enrollment folders in workflow make it through underwriting sync and process into the "awaiting payment confirmation" mailbox to hold for a binder payment. |
| Awaiting payment |
This subscriber's account is awaiting its binder payment. The awaiting payment status is only for confirming the binder payment. All subsequent payments are tracked through the financial status. |
| Suspended | This subscriber's account is suspended. The member is delinquent on payments but has not had their coverage terminated yet. Any subscriber with a subsidy will become suspended after one full month of delinquency and will then be terminated after three months of delinquency without paying the full amount owed. Non-subsidized Subscribers will become suspended their first day of delinquency and will terminate after a full month of delinquency. While a subscriber is in a "suspended" status, they are not eligible to file claims. |
| Inactive | This subscriber's account is inactive. They have been terminated or canceled. (This can be for any reason including but not limited to non-payment, voluntary withdrawal, declined coverage, termination of benefits, etc.). The subscriber is not eligible to file claims. |
| Application status | |
| In-progress | The application has not been started but has not yet been submitted. |
| Processed | The application has been submitted but and is under review. |
| Completed | The application has been approved. The subscriber's eligibility can be tracked through their client status and client financial status. |
| Quotes | |
| Open quotes | This count will include all saved quotes and in progress applications. |
| Completed | This is a count of the broker’s total IFP members. |
- The application on member you are looking for is a Medicare client and is only available in your Medicare broker portal.
- The application was submitted through MNsure. MNsure applications will not display in the portal but you will see the member information in the member section of your client details once the enrollment received from MNsure is processed.
- No broker identification number was included on the application from MNsure or an application the client submitted on their own.
- It has not been 30 minutes since the application was submitted directly through UCare.
If there is an issue with your agent of record not being associated with a policy, please send an email to brokers@ucare.org.
If you have additional information about a prospective member,email brokers@ucare.org.
Select export table in the upper right-hand corner of any of the list pages in your client details.
For your security and the security of your clients you will need to create a unique password to export the file. Once the file is exported you will need to use that password every time you access that file.
Select share with client in the upper right-right corner of the portal. A pop-up window will display with a link. You can send that link to your client to complete the application with your NPN associated.
In the member account view you will be able to view your clients' payment history and current payment status. You will also be able to view and manage your clients autopay or scheduled payments.
Note: Your client must make their first payment in order to get their member identification (ID) number and card. They also cannot set up auto pay until the first payment is made, once the member receives their ID number, they can create a member portal account and set up autopay online
All changes for on-exchange members will still need to go through MNsure, but you can now make changes for members you have enrolled directly through UCare in the member account view.
You can see the full details on the changes available in the member account overview training.