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

Lt Col Tim Brown · Answer

Scopes are required by Medicare to have a client sign. It specifies what the agent is going to talk about with the client. Call centers are not exempt. If they’re getting around that, they should be reported.

Answered by Lt Col Tim Brown on May 17, 2025

Broker Licensed in TN, AL, CO & 10 other states

Answered by Lt Col Tim Brown Medicare Insurance Agent

George Ibanez · Answer

Scope of appointments are required by Medicare in order to discuss Medicare plans and this is a normal procedure and nobody is exempt from doing this form.
Call centers are required to do the same as anyone else.

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.

Donna Berube · Answer

A Scope of Appointment (SOA) form is required by Medicare to document a beneficiary’s permission for an agent to discuss specific types of Medicare-related products and pricing during a meeting. This helps ensure transparency and protects consumers from being targeted. if you are signing up for Medicare, you will be the beneficiary.

Answered by Donna Berube on July 28, 2025

Agent Licensed in NH

Answered by Donna Berube Medicare Insurance Agent

Steven Bleicher · Answer

An SOA is a form for your protection as it “tells” Medicare that you understand what the benefits of either an Advantage or a Part D(rug) plan are. It can only be exercised by a licensed agent. It ought to be signed 48 hours in advance of the new plan being processed. A call center is mainly involved with taking a prospect's personal data for distribution to an agent. However, some agents may be a part of a call center so that variance has more to do with an individual state’s rules. This is a customary practice.

Answered by Steven Bleicher on July 6, 2025

Broker Licensed in AZ

Answered by Steven Bleicher Medicare Insurance Agent

Barbara Barnes, CMIP® · Answer

A scope of appointment form is normal, and it is required to be signed every year before your agent can review your plan with you, even if you’re an existing client. The scope of appointment form is intended to protect you from agents coming in and selling you things that you are not interested in by allowing you to choose what topics we may may discuss at your appointment. If you change your mind and want to discuss more than you signed the scope of appointment for, a new scope of appointment must be completed before the agent discusses those additional items with you. Call centers are not exempt from scope of appointment requirements. They will capture scope of appointment forms telephonically in most cases. It is very important that you be careful about what information you provide over the phone to anyone that you do not know. Your Medicare ID number is not required for the scope of appointment form. Scope of appointment forms must be kept by the agent for at least 10 years and produced upon request.

Answered by Barbara Barnes, CMIP® on July 17, 2025

Agent Licensed in PA

Answered by Barbara Barnes, CMIP® Medicare Insurance Agent

DeeDee Whitlock · Answer

EVERY trustworthy insurance agent MUST require a SOA signed before ANY details can be discussed for Part C or Part D. NO ONE IS EXEMPT! If you did NOT sign one then your agent has already broke the Medicare guidelines to marketing Medicare plans

Answered by DeeDee Whitlock on June 10, 2025

Broker Licensed in LA

Answered by DeeDee Whitlock Medicare Insurance Agent

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

Vernon Jones · Answer

A Scope of Appointment is required by all agent/broker prior to discussing any plans specific which is a requirement by the Centers for Medicare & Medicaid it is to protect the Medicare Beneficiary and assures transparency in the sales process of the Medicare plan Medicare Advantages or Part D plans to be  discussed.  
No, call centers aren’t exempt from the SOA but it is captured telephonically for they are still required to get consent from the Medicare Beneficiary

James Stang · Answer

A scope of appointment is a government required document. It is designed to make sure unscrupulous sales agents don't use Medicare as a way to get their foot in the door to pressure you into buying other products. I am not familiar with the regulations for call centers, but it is absolutely normal for field agents.

Answered by James Stang on June 20, 2025

Agent Licensed in OH

Answered by James Stang Medicare Insurance Agent

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.

Rosalind Ryan · Answer

The "Scope of Appointment" defines the parameters of a Medicare insurance meeting and must be completed prior to the sales appointment. This is normal and a requirement according to CMS. Call centers are not exempt from this requirement. Currently, there is a 48-hour delay between the completion of the SCOPE and the sales meeting.

Answered by Rosalind Ryan on June 4, 2025

Broker Licensed in GA, AL, FL & 8 other states

Answered by Rosalind Ryan 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.

Deborah Webster · Answer

SOA is a scope of appointment. It defines what products your agent is going to discuss in relation to Medicare coverage. It is required for all agents, including telemarketers. The rule in 2025 requires all agents to have this signed by the medicare beneficiary 48 hours prior to a Medicare meeting. There are a few exceptions to this rule. It is Medicare's requirement, and all agents licensed to sell Medicare must comply.

Answered by Deborah Webster on June 9, 2025

Broker Licensed in Ia & SC

Answered by Deborah Webster Medicare Insurance Agent

Jaye Maxx Alexander II · Answer

The Scope of Appointment (SOA) for 2025 is a federally required document that outlines the specific Medicare plans and products a beneficiary agrees to discuss with an agent. This requirement is enforced by the Centers for Medicare and Medicaid Services (CMS) to ensure transparency and prevent high-pressure sales tactics. Agents must document the SOA before any face-to-face sales meeting to ensure both parties understand what will be discussed.

Answered by Jaye Maxx Alexander II on May 28, 2025

Broker Licensed in NC, AK, AL & 47 other states

Answered by Jaye Maxx Alexander II Medicare Insurance Agent

Robert Simm · Answer

This is common procedure if the agent is going to meet with you face to face, then the Scope of Appointment would need to be signed 48 hours before meeting with the beneficiary. If the conversation is by phone then the Scope of Appointment can be verbal.

Answered by Robert Simm on July 28, 2025

Broker Licensed in NC, AL, AR & 15 other states

Answered by Robert Simm Medicare Insurance Agent

Tony Merwin · Answer

This is very normal and no agents are exempt from this document. The purpose of it is to prevent rogue agents from hard selling a plan on an outbound phone call. But more importantly it's a form that allows you to designate specifically what you would like the agent to cover with you, and prevents them from trying to sell you products you have no interest in hearing about.

Answered by Tony Merwin on June 26, 2025

Agent Licensed in TX, AR, AZ & 28 other states

Answered by Tony Merwin Medicare Insurance Agent

Albert Smith · Answer

The Center for Medicare Services requires it, our government entity that establishes the rules for all sales of Medicare Part C and Part D plans. The Scope of Appointment(SOA) limits sales to the items you, as the client, agree to be educated on! NO, call centers use a telephonic agreement.

Answered by Albert Smith on June 2, 2025

Broker Licensed in IL, FL, GA & 6 other states

Answered by Albert Smith Medicare Insurance Agent

Steven Rodriguez Giudicelli · Answer

The Scope of Appointment (SOA) is a standard form or recorded verbal agreement required by Medicare that outlines the specific types of plans an agent is permitted to discuss with you, making it a normal practice for agents before discussing Medicare plans. While SOAs are generally required to ensure beneficiaries are prepared for the discussion.

Answered by Steven Rodriguez Giudicelli on June 3, 2025

Broker Licensed in FL & TX

Answered by Steven Rodriguez Giudicelli Medicare Insurance Agent

Mark Boone · Answer

Yes it is normal and is a requirement to be signed at least 48 hours prior to meeting with a prospect to discuss any Medicare plans and then the agent is only allowed to discuss the products checked. If anything is to be discussed a new scope of appointment is required. The requirement was relaxed during Covid but was put back in place last year. There are a few exceptions such as a prospect walking into an agents office or if it’s the last few days of an enrollment period. Call center rules are slightly different because you are agreeing to the terms prior to be connected to an agent or you called them yourself and that’s treated similar to a walk-in.

Answered by Mark Boone on August 15, 2025

Agent Licensed in MN, FL, MI & NC, OH, SC & VA

Answered by Mark Boone Medicare Insurance Agent

George Francis · Answer

A signed Scope of Appointment (SOA) is required by the Center for Medicare & Medicaid Services a minimum of 48 hours prior to any agent discussion about Medicare Options. The SOA assist the agent in narrowing the focus of the conversation about Medicare. 

NO, call centers are not exempt from getting a SOA, but there are specific exceptions which can negate this requirement.

Bud Griffin · Answer

The SOA specifies which Medicare plans (e.g., Medicare Advantage, Part D, Medigap) the beneficiary wants to discuss. In essence, the Scope of Appointment form is a crucial tool for ensuring that Medicare beneficiaries are protected and informed during the sales process, allowing them to make the best decisions about their healthcare coverage.

Answered by Bud Griffin on June 14, 2025

Broker Licensed in TX

Answered by Bud Griffin Medicare Insurance Agent

Dodi Befferman · Answer

Scope of Appointment (SOA), is normal and required before any in-person or telephone marketing appointment to ensure that the agent is only discussing the products that the person is interested in and avoid any surprise sales pitch. This includes the call centers.

Answered by Dodi Befferman on August 7, 2025

Agent Licensed in AZ & NV

Answered by Dodi Befferman Medicare Insurance Agent

Duane Boebel · Answer

The Scope of Appointment form is a Centers for Medicare & Medicaid Services (CMS) compliance form that all agents are required to have signed by a Medicare Beneficiary before the appointment starts. It does not obligate you to any product it is just saying these are the products we are going to discuss in this appointment. Call centers are not exempt from this requirement.

Answered by Duane Boebel on May 28, 2025

Broker Licensed in AL, AZ, FL & 12 other states

Answered by Duane Boebel Medicare Insurance Agent

April Ryan · Answer

An SOA is not mandatory for a Medicare appointment however some advisors do require them. In my practice, we do not. I’d be happy to answer any questions or discuss your Medicare options with you.

Answered by April Ryan on June 2, 2025

Broker Licensed in NC, SC & VA

Answered by April Ryan Medicare Insurance Agent

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.

Julie Hamilton, RN · Answer

In essence, the Scope of Appointment is a consumer protection measure designed to empower beneficiaries by giving them control over the discussion topics and safeguarding them from unwanted Medicare sales solicitations. It ensures transparency and a focused interaction with a Medicare agent.  An SOA is a form that outlines the specific topics an agent can discuss with a beneficiary during an appointment or sales call about Medicare plans, including Medicare Advantage and/or Part D prescription drug plans. 

CMS regulations require agents to obtain a signed SOA at least 48 hours before any scheduled personal marketing appointment.  No, call centers are not exempt from this practice.

Rosanne Thompson · Answer

Center for Medicaid and Medicare requires all agents to have a signed Scope of Appointment (SOA) and agents are required to schedule the appoint 48 hours from time of the SOA is signed to give the consumer time to think about the coverage and agents can only discuss what is checked on the SOA. Call centers are exempt from waiting the 48 hours due to the prospective client calling in to speak about cover. However, they still need to do the SOA.

Answered by Rosanne Thompson on August 14, 2025

Broker Licensed in TX, AR, CA & 14 other states

Answered by Rosanne Thompson Medicare Insurance Agent

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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