Compliant Use of Informational, Telesales, and Enrollment Scripts

September 24th, 2025

2 min read

With AEP approaching, compliance should be top of mind for every insurance agent. One of the most important areas where agents can stumble is in the use of scripts—whether for informational calls, telesales, or enrollment. To help keep you on track, here’s what you need to know.

Why Scripts Matter

CMS and carriers require approved scripts to protect beneficiaries and ensure accurate, compliant communication. Using the wrong script—or an outdated one—can put your business and your clients at risk.

Key Compliance Guidelines

Scripts aren’t just for call centers – If you’re a field agent selling or enrolling over the phone, you must use a CMS- and carrier-approved telesales or enrollment script.
Annual updates are required – Telesales and enrollment scripts change each year and must be re-reviewed and approved before use. Always confirm you’re working with the current version.
Your hierarchy matters – If you’re in the YourPlanChoice (YPC) hierarchy, you must use the approved scripts provided for YPC agents. If you’re not, or if you wish to use different scripts, you’ll need to file them for CMS and carrier approval—just like any other marketing material.
Informational vs. Marketing – Informational scripts are generally considered “communications” under CMS rules. These are fine for education and answering general questions. But once you mention specific plan names, carriers, benefits, or premiums, the script becomes marketing—and must be filed and approved.
Consent is required for transfers – If an informational call shifts to a sales or enrollment discussion, you must obtain the beneficiary’s consent (ideally with a yes/no question) before transferring or continuing.
Shared approvals don’t automatically apply – Just because a vendor or another TPMO has an SMID on a script doesn’t mean you can use it. Scripts must be filed specifically for your organization’s use unless the top of your hierarchy has filed them on behalf of all downstream agents.

Accessing Approved Scripts

For Plan Year 2025, approved YPC telesales and call center scripts are available on YourFMO.com:

YPC Field Agent Remote Sales Script
(to be used with SunFire enrollment scripts or your carrier-approved equivalent)
YPC Telesales Call Center Sales Script
(to be used with SunFire enrollment scripts or your carrier-approved equivalent)

Plan Year 2026 scripts will be posted on YourFMO.com as soon as they are approved. Be sure to check back before AEP begins.

Final Thoughts

Staying compliant with script usage isn’t just about following the rules—it’s about protecting your clients and safeguarding your business. Make sure you and your downline agents are using only CMS- and carrier-approved scripts, and always confirm you’re working with the latest version.

👉 Visit YourFMO.com to access approved scripts and compliance resources for the upcoming AEP.

Topics:

Medicare Advantage

Medicare Sales

Sales Strategies

Lead Generation

AEP

Compliance

call recording

Agent Scripts

2026