An agent asked me to sign a scope of appointment for before we could discuss my Medicare insurance or part D plan. What is an SOA? Is this normal? Are call centers exempt from this practice?

Question

Robert Vaughan, R.Ph., MBA · Accepted Answer

The Scope of Appointment (SOA) form is required to be signed 48 hours prior to any scheduled appointment where Medicare Prescription Drug (Part D) plans or Medicare Advantage (Part C) plans benefits are being discussed. The SOA lays out what will be discussed during your appointment with the agent/broker. Only plan types selected on the SOA can be discussed during your meeting. It must be signed by both the Medicare beneficiary and the Medicare agent/broker. The form is a Medicare requirement and all agents, included call center agents, are required to comply with the regulation. 

There are three exceptions to the 48 hour rule:
1) Walk in without prior appointment
2) Inbound call initiated by the beneficiary 
3) Within 4 days of the end of a valid election period

Charles Fletcher · Answer

The Scope of Appointment lays out the parameters of a Medicare insurance meeting and must be completed before the sales appointment. This is normal. Call centers are not exempt from this practice. Currently, there is a 48 hour time delay from the time the SCOPE is completed until the sales meeting can be held. Exceptions are for inbound contacts from the customer such as when a client walks in your office door or calls you directly. The SCOPE must still be completed, however.

Answered by Charles Fletcher on May 14, 2025

Agent Licensed in WA, AZ, ID, NV & TN

Answered by Charles Fletcher Medicare Insurance Agent

Joseph Meyers · Answer

A scope of appointment form or SOA is a required form all licensed agents are expected to get signed and reviewed by possible clients, the form spells out what will be discussed at this appointment.
Call centers can be outside the U.S. Basically they don't have to follow the rules and regulations legitimate agents follow.

Tammy Stoner · Answer

A CMS (Centers for Medicare and Medicaid Services) form SOA Scope of appointment is required for an agent/broker to discuss Medicare approved plans like Prescription drug plans (part D) or Medicare Advantage plans (part C).  This form must be signed 48 hours prior to discussion. The exceptions being a "walk in" or "inbound" call. Or within 4 days of a valid enrollment period. 

Call centers are held to the same rules and cannot give specific details to plans in the area without a SOA.

Chad Watkins · Answer

An agent asking for a scope of appointment is not only normal, it is a Medicare requirement. It is done to help keep seniors from being inundated with sales calls, thus the agent needs a prospects permission to even talk about it.

Answered by Chad Watkins on May 14, 2025

Agent Licensed in NJ, AK, AL & 48 other states

Answered by Chad Watkins Medicare Insurance Agent

Fred Manas · Answer

Before any marketing appointments with you as a potential enrollee, Medicare brokers are required to complete a Scope of Appointment (SOA) form. This measure is in place to protect you from scams and unethical sales practices. Brokers must fill out and submit the form to you at least 48 hours before the appointment.
No, call centers are not exempt from obtaining a Scope of Appointment (SOA). Both telephonic and electronic communications, including those from call centers, are subject to the SOA requirements and the 48-hour waiting period, unless specific exceptions apply.

Carol Thompson · Answer

Yes a scope of appointment is required prior to discussing Medicare plans & prescription drug (Part D) plans per CMS. The SOA - A gives the agent permission to discuss plans with the potential client/beneficiary. 
Call centers usually have to record the call and have the client call into an inbound call.

Toni Johnson · Answer

An agent must have a Scope of Appointment (SOA) signed currently 48 hours prior to meeting  one-on-one with a beneficiary either by the beneficiary or an authorized representative. This is a form that the Center for Medicare and Medicaid Services (CMS) has designed to protect the beneficiary. All the information provided on the form is kept confidential and retained by the agent for a number of years set forth by CMS. You either initial or check the box of the type of product you want the agent to discuss.

Keep in mind that by signing the form it does not obligate the beneficiary to enroll in a Medicare Advantage Plan nor does it affect current or future Medicare enrollment. If You call the 'Call Center' then they are exempt from requiring you to sign the form.

An agent asked me to sign a scope of appointment for before we could discuss my Medicare insurance or part D plan. What is an SOA? Is this normal? Are call centers exempt from this practice?

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An agent asked me to sign a scope of appointment for before we could discuss my Medicare insurance or part D plan. What is an SOA? Is this normal? Are call centers exempt from this practice?

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Seniors: Ask a Question of Your Own

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