A broker of record (BOR) is the broker authorized to represent a client’s decisions on health plan coverage. As a BOR, you may receive copies of the communications we send to your clients, including quotes, notifications, and policy information. The BOR can receive compensation from Kaiser Permanente and designate additional payee brokers.
From time to time, one of your clients may wish to add, change, or remove a BOR. Here are some frequently asked questions regarding that process — and also, helpful tips for serving them.
1. Who is authorized to make a broker of record (BOR) change?
A BOR change request must be made through a letter signed by the contract signer or an interested party authorized to make contract changes at your client’s company.
If the identified interested party will be given authority to make changes on behalf of the client, be sure your client checks the box on the Contact Change form. Otherwise, the interested party will not have authority to add a BOR.
Important: If the BOR change request letter hasn’t been properly signed, we’ll return it to your client for correction. This will cause a processing delay.
2. How does a client add, change, or remove a BOR?
Tell your client to:
- Submit a BOR change request on client letterhead.
- Make sure the request is signed by an authorized representative of the client, and include his or her printed name and title.
- Include your broker identification number and your name as the agent of record.
- Include the effective date of the BOR change. Future-dated requests are acceptable, but we can’t honor backdated requests. Requests dated after the first of the month will have an effective date for the following month at the earliest.
Send the request to our Small Business Account Management Support Team — preferably by email to email@example.com. You can also fax it to 800-369-8010.
3. How long does it take to process a BOR change?
It typically takes between 48 and 72 hours.
4. A BOR change is taking more than 72 hours to process. Why?
If a request isn’t processed within 3 days, it’s likely because some required materials weren’t received or because the request was backdated. Please consult with the Account Management Support Team to determine whether your client should resubmit the request.
5. When is the BOR change effective?
The effective date depends on the date we receive the request. Complete paperwork must be received by the fifth business day of a month for the change to be effective on the first of that month. A BOR request letter (including all necessary information) received after the fifth business day of a month will be effective the following month.
For example, if a properly submitted change request is received on December 3, it will have an effective date of December 1. However, if a change request is submitted on December 3, but it is incomplete and updated information isn’t received until December 10, then the change will have an effective date of January 1.
6. Why is a previous broker still appearing on correspondence?
It could be a timing issue. For example, if we hadn’t yet processed the BOR change request at the time of a renewal. It could also be because the request:
- Wasn’t received
- Is incomplete
- Hasn’t yet been forwarded to the proper department
Always keep proof of delivery (email or fax confirmation) to show the date Kaiser Permanente received the request letter. This can affect the effective date.
7. Why am I no longer the BOR for a particular group?
This is usually because a BOR change was processed at the group’s request. We send a courtesy notice when we process a BOR request, but processing delays will delay the notice. Remind your clients to inform a broker if he or she has been replaced. If you think a BOR change was made in error, please contact the Account Management Support Team.
8. Why wasn’t I notified of a BOR change?
A notification letter is typically sent on the day any BOR change is processed. For future-dated small business BOR changes, a letter is typically sent within one week of the processing date. If you didn’t receive a letter, please contact the Account Management Support Team.
9. I’m part of a firm that has purchased (or been purchased by) another firm. How do mergers, acquisitions, and book of business transfers affect the BOR?
For questions about mergers and acquisitions, contact Broker Compensation Services at 800-440-2323. We need a letter that:
- Explicitly notifies us of the sale
- Tells us which groups are to be moved to the new owner
- Includes the effective date
- Is signed by the selling and buying brokers
We cannot always accommodate requested effective dates. If a group has paid its premiums in advance and the selling broker has already received commission, the effective date will be the first day of the coverage period that hasn’t yet generated a commission payment for that group. Based on commission payment activity, different groups in the same book of business might have different effective dates.
10. When does a BOR change show up online?
Once a change has been processed, it should show up online right away. If the BOR change was completed for a future effective date, the change shouldn’t show up online until that date.
11. What if a group isn’t commissionable?
There are situations in which brokered groups might not be commissionable. If you’d like to make a particular group commissionable, contact your small group sales executive.
12. Can I split commissions on a particular group with another broker?
Yes, splits can be established on a BOR request, or in a letter from the current broker. Please email your request on your company letterhead to firstname.lastname@example.org. Make sure it’s signed by the authorized representative of the group. Include the printed name alongside the signature.
13. Why am I not being paid commissions on a BOR change I submitted weeks or months ago?
If you aren’t receiving commissions on a BOR change, it may be because the paperwork:
- Is in the system but hasn’t been processed yet
- Isn’t in the system or is incomplete
Please contact the Account Management Support Team to check on the status of your BOR change request.
14. How do I submit a "BOR" change request letter?
To make sure your BOR letter gets processed in a timely manner:
- Submit the letter on client letterhead with a signature from an authorized representative.
- Include your Broker Identification number (BID) and your name as the agent of record.
- Submit the letter before the fifth business day of the month for the change to be effective on the first of that month.
- Send the letter to the Account Management Support Team via fax or email (preferred):
- Fax: 1.800.369.8010
- Email: email@example.com
- Fax: 1.800.369.8010
Please allow up to 72 hours to receive an acknowledgement of receipt from AMT. Check your spam folder for this email. For additional assistance, call the Account Management Support Team 800-790-4661, option 3.