What Happens After Enrollment? Setting Member Expectations

Enrolling in a plan is just the first step. Setting clear expectations for what comes next helps members feel confident in their choice and helps reduce unnecessary questions or confusion. As a broker, you play an important role in preparing clients for a smooth transition to their new coverage.

Welcome Materials

After enrollment, members will receive a welcome packet and ID card in the mail. Encourage clients to review these materials carefully so they’re familiar with their plan details and benefits.

Effective Date Reminder

Remind members that outside of AEP, coverage generally begins the first of the month after the plan receives the enrollment request.

Using Benefits

Guide members through their plan’s key perks, including how to activate and use their OTC allowance, Flexible Benefit Card and any wellness incentives. A quick walk-through can help them start the year confidently and ready to use their benefits.

Provider Networks

Encourage members to confirm that their preferred doctors, specialists and pharmacies are in-network before scheduling any appointments. This helps avoid unexpected costs and ensures a positive experience from the start.

Customer Support

Remind members that the member services is available to assist with any questions about their coverage or benefits. A quick call can often resolve concerns and help members make the most of their plan.

By setting expectations early, you help build trust, reduce confusion and create a better experience for every member you serve.

If you have questions, we're here to help. Contact your local BAE:

Nathan Wirth
586-601-7024
nathan.wirth@trinity-health.org