Since the Medicare Annual Election Period, commonly known as the Open Enrollment Period or OEP – began on October 15, CMA has fielded reports from Connecticut beneficiaries and professionals experiencing confusion and challenges as they navigate enrollment options. Between the federal government shutdown, Medicare website glitches, changes to plan offerings, and confusion regarding plan communications, this year’s OEP is off to a somewhat turbulent start.
Federal Government Shutdown causes confusion, barriers for beneficiaries
Due to the federal government shutdown, some beneficiaries are unsure what services and operations are even available during Open Enrollment. CMA noted in a recent Alert that while the Social Security Administration (SSA) and the Centers for Medicare and Medicaid Services (CMS) are partially shut down, they continue to provide many essential services, including most services and operations related to Medicare enrollment. Nonetheless, some beneficiaries are concerned and confused about what services remain available during the shutdown, and not all services are available. The SSA website reports that offices are still open and operating, but in a reduced capacity, offering only what it deems essential services. Notably, this does not include replacing Medicare cards or providing benefit verification letters. NPR recently reported on how the issuance of benefit verification letters is vital to low-income SSA beneficiaries who need proof of income to apply for other benefits like heating assistance and housing subsidies. The SSA website states that these services are still available online, but this may prove challenging for beneficiaries who are unable to access an online Social Security account.
Medicare Plan Finder Glitches
CMA noted in a recent Alert that, starting with this OEP, Medicare Advantage plan carriers have the option to include in-network provider directory information directly in the Medicare Plan Finder (MPF), rather than requiring beneficiaries to follow an external link to the plans’ websites to learn if their providers are in-network. Since the OEP began, CMA has learned of some challenges with those integrated directories in the MPF:
- The provider directory tool only allows beneficiaries to include up to 5 providers.
- Beneficiaries who wish to search for more than 5 providers must restart their search.
- Additionally, not all physical office locations are listed for some providers who show up as in-network in the provider directories, leading to confusion as to whether a provider is truly in-network for a given plan.
And these are just some of the issues with the MPF. The Washington Post has also reported that it has been misleading, listing a few more examples.
Our recent Alert also noted that CMS is implementing a temporary Special Enrollment Period (SEP) to allow beneficiaries who enroll in a plan based on faulty provider directory data to make changes. Nonetheless, CMA recommends beneficiaries considering enrolling in a Medicare Advantage Plan do not rely on potentially erroneous online provider directories (whether in the MPF or plan’s website) and instead reach out to their providers directly to confirm whether they are in-network for a particular plan. CMA also recommends contacting your local SHIP for help navigating enrollment options. This is especially true during the government shutdown, during which CMS may not be able to respond as readily to website glitches.
Broker commission confusion
Many of the large Medicare Advantage and Part D carriers have decided to stop paying broker/agent commissions for enrollments into many, or in some cases, all, of their Medicare Advantage and standalone Part D plans. United Healthcare, Cigna, and Wellcare announced in late 2024 that they would no longer pay broker commissions on any of their standalone Part D plans. In addition, United Healthcare, Aetna, Elevance, Cigna, Humana and other carriers have decided to stop paying commissions on many or all of their Medicare Advantage plan offerings in various markets across the country. Estimates are that 15% to 20% of plans nationally have been decommissioned. This is leading to beneficiaries getting bad or biased enrollment guidance. A Fortune article in late 2024 predicted that brokers may not be willing to recommend plans to beneficiaries for which they will receive zero commission. This appears to be bearing out: some Connecticut Medicare beneficiaries have been told by their brokers that certain plan offerings are no longer available, when in reality such plans are continuing, but the plan sponsors are no longer offering commissions. Some Connecticut Medicare beneficiaries have also been encouraged by their broker to remain in their existing plan to allow their broker to earn a renewal commission.
CMA recommends beneficiaries contact their local SHIP for expert, free, unbiased counseling on all their Medicare enrollment options. SHIP counselors do not receive commissions for enrollments and are equipped to provide information on all plan offerings in a local area. SHIP assistance is still available during the government shutdown!
Confusing non-renewal Mailings
Some Connecticut beneficiaries have received letters from their Medicare Part D plan, stating that their plan is terminating at the end of the year, and suggesting they contact the plan to select other enrollment options. While this is a perfectly normal process for plans that are terminating or not renewing in 2026, the Center is aware of at least one carrier that has sent these letters out in error to beneficiaries whose plan is not ending in 2026. When enrollees of such plans contact the plan sponsor, they are usually encouraged to enroll in the same plan sponsor’s Medicare Advantage plan. If you are unsure if your plan is still available in 2026 and want to explore your enrollment options, you can contact your local SHIP or 1-800-Medicare.
October 23, 2025 – M. Lambert