What's the biggest frustration Medicare agents have when helping clients enroll?

Question

Diane Andree · Accepted Answer

Medicare and Social Security do not do a good enough job helping clients understand that Social Security and Medicare are two different things. Many people are waiting past the age of 65 to retire because full Social Security benefits comes much later at age 67. If you are not yet collecting your SS, then you are not automatically enrolled. Clients need to enroll early and allow 4-6 weeks sometimes to show up in the system. Waiting for clients to finally get in system, even when they already had Part A and are waiting to get Part B, can be frustrating for clients, and I am frustrated for them.

Answered by Diane Andree on April 20, 2025

Agent Licensed in NY

Answered by Diane Andree Medicare Insurance Agent

Gary Church · Answer

One of the biggest frustrations is when clients come in with misinformation or partial knowledge, often from friends, family, or the internet, and are convinced they already know what’s best.

Terri Reagin · Answer

Most people that help seniors for a living do so because we genuinely enjoy the clientele and the product is something that brings a sense of satisfaction. What is annoying to the senior is everyday work for us so I know that there is very little that rattles me personally.

Answered by Terri Reagin on August 18, 2025

Broker Licensed in OK, AR, CO & 6 other states

Answered by Terri Reagin Medicare Insurance Agent

Mark Maliwauki · Answer

When the client doesn't have their Medicare Card or VA Benefits cards with them to enroll. It would be much better if all Medicare agents had access to a system that contains this information and is available to get via username and password security.

Answered by Mark Maliwauki on May 25, 2025

Broker Licensed in ID, AZ, CA & 13 other states

Answered by Mark Maliwauki Medicare Insurance Agent

Voss Speros · Answer

This answer is provided in a video format. Watch the agent's video response here: https://medicareagentshub.com/questions/whats-the-biggest-frustration-medicare-agents-have-when-helping-clients-enroll#voss-speros

Jonathan Potter · Answer

When someone doesn't have part A or B. Also if they don't know what the Medicaid number is or what level they are at.

Gregg Matheny · Answer

Insurance companies don’t fill in Medicare brokers on changes that a client may make. The biggest frustration ends up being a lack of communication, Because when the client calls up and says that they’re frustrated with Something, they have to fill in the Medicare broker on what’s going on. This can be alleviated with simple open communication.

Answered by Gregg Matheny on March 25, 2025

Agent Licensed in AZ & UT

Answered by Gregg Matheny Medicare Insurance Agent

Misty Bolt · Answer

Hi, it's Medicare Misty. We are doing Medicare Minutes here to answer any questions you have. There's no dumb question; we know this is tough. I've been doing Medicare for over 20 years, I'm in 45 states, and I have over 50 agents.

One of the questions I got today is about the biggest frustration Medicare agents face when helping clients enroll. I think it's a frustration I hear from you guys all the time regarding the tools. There should be a tool now where you can do more. We have texting capability on most tools, but voice capability is really what a lot of seniors want. They want to figure out how to use a text and how to open it up, and that can be very frustrating for you all.

A lot of people would rather come in person because they weren't raised on technology. I believe that's the biggest frustration we have for you, because that's the frustration you face all the time: the technology. But don't worry, Medicare Misty has all those technologies to help you get enrolled over the phone or in our office. I'm in 45 states, so I would love to help!

Luke Rhoads · Answer

My biggest frustration when helping clients enroll is having difficulties with the remote signature process.

Ellen Diehl · Answer

For me, the most frustrating thing is how complicated the government has made it. The average client is going to have a hard time learning the difference between a GND.
Then throw Irma on top of it, and you’ve got a real alphabet soup.

Adam Ashby · Answer

Each Broker is different, but here is my biggest frustration: next-door neighbors. That may sound funny, but there are so many well-meaning friends who will tell a new Medicare client their experience and suggestions with Medicare. The problem with that is that there are so many options, unless you have the same health, same finances, same priorities... the same might not be the right things. When I meet with clients, I go through their needs, and we discuss what they prioritize with their health and their protection. We then work towards the solution that is best for them - based on data, not neighbor experience. Now, just to clarify - some of us are Brokers, meaning that we have multiple carriers and multiple options. Agents are often restricted to a specific carrier, and then their options are limited. I always suggest that those reviewing Medicare spend time with a Multi-Carrier Broker who will listen to their specific needs.

Answered by Adam Ashby on January 20, 2026

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

Answered by Adam Ashby Medicare Insurance Agent

Stella Hattox · Answer

Making sure they understand all the benefits of thier plan. Sometimes a client focuses on ONE thing - example: I want free food -or money back... and miss out on important things like: is my medication covered on new plan, or does my doctor take it?

Answered by Stella Hattox on June 30, 2025

Broker Licensed in TX, AR, AZ & 17 other states

Answered by Stella Hattox Medicare Insurance Agent

James Hale · Answer

A lot of seniors have a hard time with technology. The most common frustration my clients face is the online identity verification process required by the government when initially signing up for Medicare. Calling Social Security to enroll is also an option but you should expect to sit through a potentially lengthy hold which can be very frustrating in it's own way.

Answered by James Hale on March 19, 2026

Broker Licensed in GA, AL, LA, OH & TX

Answered by James Hale Medicare Insurance Agent

Michael Wehner · Answer

There is really no frustration in the enrollment process unless technology doesn't work correctly. We are able to help clients understand their options and advise on what best fits their situation. The only occasional hiccup is when something breaks down in technology in completing an application. The good news is we have different pathways that allow us to make sure that the client's needs are taken care of.

Answered by Michael Wehner on September 8, 2025

Agent Licensed in IN, KY, NC, OH, PA & SC

Answered by Michael Wehner Medicare Insurance Agent

Brenda Trejos · Answer

"Hum... interesting question." I think that a challenging issue for me to overcome is when a client simplify doesn't care. They're not interested is understanding Medicare, the options that they have and how it works. They're pretty apathetic and probably frustrated with Medicare and/or Insurance as a whole. As understandable as this might be, its not helpful when meeting with an Agent. I do my very best to keep things as simple as possible and still give you all the information you need to make an educated decision about your Medicare coverages. This is a big and important decision and an Agent/Broker can help guide you through this process.

Answered by Brenda Trejos on June 16, 2025

Broker Licensed in CA, AR, AZ & 28 other states

Answered by Brenda Trejos Medicare Insurance Agent

Enoch Vega · Answer

One of the biggest frustrations Medicare agents face is the lack of understanding among clients about the differences between Social Security and Medicare, and the enrollment process. Many clients mistakenly believe that they are automatically enrolled in Medicare at the same time as Social Security, or they are confused about the different parts of Medicare (A, B, C, and D).

Answered by Kelli Callihan Ostrander on July 10, 2025

Agent Licensed in VA, FL, NC & WV

Answered by Kelli Callihan Ostrander Medicare Insurance Agent

Andrew Norton · Answer

One of the biggest themes I hear is "my friends have X plan and I'd like the same one," or "my family members told me to stay away from this plan or that company." Without question, it's important to consult others when making your Medicare decisions. However, and above all, everyone's situation and preferences are different. Knowing this, you should consider your personal factors when selecting your Medicare coverage.

Answered by Andrew Norton on May 29, 2025

Broker Licensed in PA, CA, CT & 9 other states

Answered by Andrew Norton Medicare Insurance Agent

Christine Gross · Answer

The biggest frustration for me when helping a client is when the technology needed, such as the provider and medication lookup, isn't working properly.

Steven Bleicher · Answer

There seems to be a tendency for “about to be eligible for Medicare” people to go for the government-subsidized Medicare Advantage plan (MA) because it has no monthly premium. The dilemma with that is that there’s always a fairly steep deductible which is the responsibility of the member! Plus, it would be increased every calendar year due to the expected inflationary pressures. The Medigap plan IS the best choice especially if the new member has concerning health issues.

Answered by Steven Bleicher on June 15, 2025

Broker Licensed in AZ

Answered by Steven Bleicher Medicare Insurance Agent

Diana Garner · Answer

There are a couple.

The worst is when helping a client switch from a Medicare Advantage plan to a Medicare Supplement plan. If the client doesn't qualify for a guaranteed issue enrollment period, it can be very challenging to find them a supplement plan that will accept them if they have many health problems.

The other is when you find the best Medicare Advantage plan to fit the client's needs but some of the client's doctors do not accept the plan.  At that time, we have to go down the list from best to least best to find a good fit.

Barbara Barnes, CMIP® · Answer

There are several things that frustrate me as a 20+ year veteran Medicare insurance agent:

1. The Medicare enrollment system can be complicated and slow but we are at the mercy of the Social Security Adminustration. I can’t make it move any faster.

2. Because the Medicare enrollment system is difficult, clients tend to procrastinate and underestimate the amount of time needed to put plans in place.

3. Clients tend to make poor choices on their own, based on insufficient education, and come to me later to fix things, but those things can’t always be fixed. My services cost my clients nothing, so they should consult with me first to make better-educated decisions and  avoid expensive and often-irreversible mistakes.

4. Medicare is very political and the politicians don’t have enough education or care for how their new rules, laws and budget changes affect their constituents until after the changes are made and those changes are hurting real people.

5. Medicare insurance agents are under-appreciated by insurance companies and government officials, so we are constantly fighting for our commissions while also staying current with ever-changing licensing, certifications and continuing education requirements.

Rick Boyd · Answer

Clients want information, yet do not take the brokers advice, and end up self enrolling into a plan that is not a good fit for them. When their actions do not work out and they come back for help, it's often too late to help them.

Answered by Rick Boyd on June 17, 2025

Broker Licensed in KY, AZ, CA & OH, TN, TX & UT

Answered by Rick Boyd Medicare Insurance Agent

Sandy Nelson-Tittsworth, CMIP · Answer

Our biggest frustration as agent is key information that we give to Medicare beneficiaries is not retained whether it is written emailed or texted or verbal. And they’ll believe the TV ads, which, for the most part lie about what people are eligible for and believe telemarketers who call illegally through the phone flipping their plans where they lose their doctors and their medication covers all for a gimmick supplement benefit.

Answered by Sandy Nelson-Tittsworth, CMIP on April 6, 2026

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

Answered by Sandy Nelson-Tittsworth, CMIP Medicare Insurance Agent

Françoise Mueller · Answer

The biggest frustration Medicare agents have is trying to explain complex rules in a way clients can understand while racing against the clock, especially when every person’s situation is different. Between deadlines, plan changes, drug formularies, networks, and eligibility rules, agents often feel like they’re translating a foreign language while also trying to calm someone who’s overwhelmed or scared.

A few things agents consistently struggle with:

Clients getting conflicting information from TV ads, friends, or call centers.

There's also a lot of explanation that goes into the difference between Original Medicare, Medicare Advantage Plans and Supplemental Plans. 

I like to go at your pace and slow things down, break it into simple steps, and make you feel safe, heard, and taken care of. Making sure that you can make an informed decision is most important for you and me.

John Lopez · Answer

If a client has enrolled in Part A at age 65 but delayed Part B coverage until later, the processing of that Part B effective date can be quite time-consuming from the Social Security Administration. After that, obtaining the correct information from clients, like ALL of the medications taken and ALL of the doctors a client may see helps the agent make sure they get the best plan for them if they are considering a Medicare Advantage plan.

Answered by John Lopez on April 19, 2025

Broker Licensed in DE, MD, NC, NJ, NY & PA

Answered by John Lopez Medicare Insurance Agent

Gary Henderson · Answer

I don't have frustrations actually. I appreciate that people don't understand this. It's complicated. I try to boil it down to simple terms determine based on their income if they can afford a Medicare supplement plan, which I always recommend typically a Medicare supplement plan N.
If their income is low and they can't afford it, then a Medicare advantage plan is their better choice. 
However, I feel compelled to explain the risks with Medicare advantage plans. A lot of agents. Just try to sell them on. You get this for free. You get that for free. Well, there's nothing for free. You're paying for it somewhere

Mary Brown · Answer

A common challenge for Medicare agents is helping clients fully understand their options and avoid rushed decisions.

This often includes confusion about Medicare Advantage vs. Medigap, focusing only on premiums, and not fully understanding networks, costs, or plan rules.

Meghan Blankenship · Answer

The biggest frustration Medicare agents face is when clients are overwhelmed by too much conflicting information - often from ads, friends, or prior agents - and come in confused, skeptical, or misinformed.

Answered by Meghan Blankenship on November 16, 2025

Broker Licensed in FL, MD & OH

Answered by Meghan Blankenship Medicare Insurance Agent

Carol Thompson · Answer

I would say it can be challenging and not frustrating; is the client providing you with the correct and all the information needed to help them select the best plan.

Pat Papson · Answer

Hi? I love being a Medicare Agent.

Each person has unique issues. Fortunately for my Agency I represent many different companies, so I usually have a solution.

I do also live in a small town, so there are not as many programs available as in larger Communities.

Adam Ernst · Answer

People always talk to their friends about what they did or read customer complaints online. They do not realize that the agent is their customer service and if they trust the agent and the company, there is no need to meet with a multitude of people. People dig in and look for every question to talk Medicare to death. They do not realize that if they are already used to paying a much higher premium with higher deductible, this should be a no brainer. People also fall in love with a specific carrier, rather than getting the best plan for themselves.

Answered by Adam Ernst on December 1, 2025

Agent Licensed in NC, SC & TN

Answered by Adam Ernst Medicare Insurance Agent

William Scott · Answer

Forgetting to ask for the enrollee's PCP's name. address and phone in advance. Or when you find out a Specialist they have is not in Network with the Carrier that offers the plans that are excited about.

Answered by William Scott on June 23, 2025

Broker Licensed in GA, CO, NC, OH, SC & TX

Answered by William Scott Medicare Insurance Agent

James Wareheim · Answer

Most of the time it goes very smoothly once we have looked at plans, doctors and prescriptions. It's important that the client has their Medicare card and information. If they don't it makes the process harder. Usually it's not someone turning 65 it is someone looking to switch Medicare Advantage plans. They haven't had to use their Medicare card so understandably they think their Advantage card has the information.

Answered by James Wareheim on November 17, 2025

Agent Licensed in FL, GA, NC, NV & SC

Answered by James Wareheim Medicare Insurance Agent

John L Herman Jr · Answer

The most frustrating part is working with someone who has done some research and is sure they know as much as I do.  Or consulting with someone who has a friend or family member that is telling them what is good and what is bad.

Once people realize how much time I have spent studying Medicare and all of the rules and all of the Insurance Carriers who provide Plans…they start to trust me more than the limited research they have done and then they listen.  And that is enormously satisfying.

Blaine Shipe · Answer

The biggest frustration in working with a client is when the client has no trust or purposely withheld information critical to make an informed decision to be helped by someone else

Jose Felix Arevalo · Answer

Biggest frustration: Medicare agents often struggle with clients not realizing that Medicare and Social Security are separate programs, which leads to delays, confusion, and enrollment mistakes.

Jermaine Williams · Answer

Illustrating that not all plans provide everything they need. I try to make clients understand the 80/20 rule where they need to look at their insurance plans as 80% of what I really need/want and the other 20% where I can live without. Keep in mind that you are going to have costs when you use your insurance.

Answered by Jermaine Williams on September 2, 2025

Broker Licensed in TX, AL, AR & 12 other states

Answered by Jermaine Williams Medicare Insurance Agent

Kim Mitchell-Hargis · Answer

When the member/beneficiary doesn’t have internet.  And when they don’t know their password.  Makes it difficult to do a good job.

Thermon Holliday · Answer

As an agent, I want to help my clients find the right plan for themselves.  Frustration sets in when I meet with a potential client who wants what their neighbor has or recommended they should have.  No two people are alike, although Medicare plans may be similar, individual need always determines the recommendation. Without a clear needs analysis, I cannot and should not make any recommendation for a Medicare plan.  

'Diagnosis without Prognosis is Malpractice'

Sonya Chandler · Answer

One of the biggest frustrations agents have is when Medicare automatically enroll clients into prescription drug plans. Then the agent has to explain why this happened and fix the problem by enrolling the client into the correct Medicare plan.

Answered by Sonya Chandler on May 21, 2025

Agent Licensed in NY, AZ, FL & 5 other states

Answered by Sonya Chandler Medicare Insurance Agent

Jamie Herrick · Answer

I don’t think there is really any huge frustrations. If a potential client has an idea of what they want is helpful. I always recommend talking to friends and family to see what they have since you trust them most:)

Answered by Jamie Herrick on April 6, 2025

Agent Licensed in WI

Answered by Jamie Herrick Medicare Insurance Agent

Jacquie Wolf · Answer

I would say that confirming medications being covered and providers being In-Network among different carriers is the hardest part. Fortunately, there are tools available to make it easier.

Tony Carlton · Answer

Thank you for this question.
As an independent Medicare agent I find the biggest frustration is the same as for the Medicare Beneficiary... CONFUSION!!!
There are so many moving parts, plans and even vocabulary that is so totally different from what we know during our working lives.  The uptake of new information is usually tainted by the paradigm of what health insurance was like previously at your job.
So, when you retire it is natural to believe that Medicare is just a health insurance plan for retirees. But unlike the group coverage of your work years, Medicare is like buying a custom made outfit. And that outfit needs to be refit on an annual basis because of changes to Formularies, Networks and plans.
Getting new Beneficiaries and my clients enough information to make an informed decision is a responsibility that I take seriously in the extreme. Also, I know that the advise that I give about plans can help save someone's life. I hope and pray that I can have a great and positive  impact on providing advice that creates health and wealth in all the states that I serve.

Thanks again for your question and God bless!

Kyra Baldwin · Answer

One of the biggest frustrations is that the entire Medicare process can be very confusing, and on top of that, you have misinformation out there that can confuse our clients even more. So, we try to do our best to educate first, then help them make the best decisions for their needs.

Answered by Kyra Baldwin on February 10, 2026

Agent Licensed in MI

Answered by Kyra Baldwin Medicare Insurance Agent

Kelli Callihan Ostrander · Answer

One of the biggest frustrations Medicare agents face is the lack of understanding among clients about the differences between Social Security and Medicare, and the enrollment process. Many clients mistakenly believe that they are automatically enrolled in Medicare at the same time as Social Security, or they are confused about the different parts of Medicare (A, B, C, and D).

Answered by Kelli Callihan Ostrander on July 10, 2025

Agent Licensed in VA, FL, NC & WV

Maci Mishler · Answer

My job revolves around what is best for my client. I think the most frustrating part is people not knowing that competent, caring people exist to help them through this process. They don't have to do this alone and if they work with a good broker they don't need to worry!

Answered by Maci Mishler on June 9, 2025

Broker Licensed in NE, AR, KS & MO, ND, OK & TX

Answered by Maci Mishler Medicare Insurance Agent

Gary Coleshill · Answer

Probably ignoring your advice and going with a plan that their friend recommends even though it`s not such a good fit for them.

Eric Palmer · Answer

After the beneficiary has called me personally, and I spend time driving to their house, and researching everything out to meet their needs down to the “T”, and it may take about 2 hours of my time, they still say “I want to think about it.” Then, they say they want to talk it over with their friends. If I’m the licensed agent, and a professional at what I do, and take multiple certifications yearly, then what is their friend gonna say that’s going to make it any better. All plans are not cookie cutter. What their friend has may or may not be a good fit for everyone else. Everyone’s financial situation is different, and they need to do what’s best for them and what they can afford. Medicare is expensive enough as it is.

Answered by Eric Palmer on May 5, 2025

Agent Licensed in AR, MO & TN

Answered by Eric Palmer Medicare Insurance Agent

LeAnn Pedersen · Answer

When medication lists are sent to us for shopping a Medicarecplan the wrong spelling of the doctor or medication really slows us down.

Joel Montilla, Esq. · Answer

Helping clients differentiate between "price" vs "cost," and helping them understand insurance needs during maintaining your health is different from insurance during a need, urgent, or an emergency event!

Answered by Joel Montilla, Esq. on April 9, 2025

Broker Licensed in FL

Answered by Joel Montilla, Esq. Medicare Insurance Agent

Christopher Hepburn · Answer

It is concerning to agents, like myself, that some companies obscure the distinctions between Medicare Supplement (Medigap) plans and Medicare Advantage plans. Therefore, I prioritize educating my clients on these differences, enabling them to make well-informed decisions regarding their health coverage options.

Answered by Christopher Hepburn on May 24, 2025

Agent Licensed in PA

Answered by Christopher Hepburn Medicare Insurance Agent

Charla Brotherton · Answer

From my experience navigating evolving technology and frequent Medicare plan changes are among the most challenging obstacles for Medicare agents. With the rapid pace of technological advancements it can be difficult to guide Medicare participants to the best resources for them.

Answered by Charla Brotherton on June 22, 2025

Agent Licensed in TX

Answered by Charla Brotherton Medicare Insurance Agent

Mike Fries · Answer

When clients are not prepared to enroll.  They do not have the names of the doctors they see or all the medications that they take.

What's the biggest frustration Medicare agents have when helping clients enroll?

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What's the biggest frustration Medicare agents have when helping clients enroll?

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