Broker Portal Frequently Asked Questions

You will be able to log in with your current credentials. The first time you log in, we will ask you to add multi-factor authentication to improve your account's security.

See everything that's changed in the Broker Portal Upgrade Overview.

Adding multifactor authentication (MFA) to your username/password protects you and your clients and helps ensure the security of both you and your clients' information. 

• Applications submitted prior to 10/1/2021 were migrated to our upgraded portal. You will be able to see these applications for historical reference. However, the details of applications will no longer be available.
• Any previously submitted application will continue to go through our application process. Look for those members on your members dashboard in approximately 15 days.
• Any application that may have been started but not yet submitted will need to be recreated in your new account.
  
  

Although technology developers do their best to ensure products work on all major browsers, sometimes they perform better on some than on others. If you are having problems with the tool using one browser, please try another one. We recommend using Google Chrome or Firefox.

Go to https://broker.ucare.org. Use the sign-on information that you have (or will) receive from UCare Admin (do-not-reply@ucare.org).

You should have received an email from UCare Admin with your registration information. If you can’t find the email, look in your email spam folder. If you still can’t find the information, send an email to brokers@ucare.org.

Your user name is your email address. If you have forgotten your password, click on “need help signing in?” in the Broker Portal sign in area at the upper right of the Portal.

You can start an application from multiple places within the portal. Use the action button on your workbench and select new application, start a new application from a client’s profile, start an application from a quote or the New Application button in your applications dashboard.

Yes. Press “Save and Exit” at any step in the enrollment application process. Then you can come back and continue where you left off.

You can get to it either from the Applications section on the dashboard or from the prospective member’s Client Details from the Clients section of the dashboard.

Click on the Application ID. You’ll know that an application has not yet been submitted because the status will show as “Not Yet Submitted.”

 

It is strongly recommended, but not required. The on-line enrollment tool will display all primary care clinics for all specialties available based on the enrollee information submitted. Consider using different “filtering” options to help select the best clinic for the enrollee. For example, you could filter by (such as Family Medicine) or by distance from home (such as within 20 miles) If you don’t choose a primary care clinic, one will be chosen for the enrollee by UCare.

You can view the status in the Applications section of the dashboard. After submitting the application, the status will change based on where it is in the review process. See the 'What does the application status tell me?' section for a full list of the statuses and their definitions.

Status	Means
Not Yet Submitted	The application was started but has not been submitted.
Submitted	The application was submitted. This status will display for up to two hours, then change to “In Progress”.
In Progress	The application has been submitted and is being processed.
Pending Medicare Approval	The application has been sent to Medicare for review.
On Hold - Applicant Outreach	The application is being processed but it is incomplete and requires additional information. We will reach out to the applicant for additional details.
Rejected	The application was rejected either because one or more required documents were not received, or CMS rejected the application due to other reasons.
Cancelled	The application was cancelled by request.
Denied	The application was denied due to non-receipt of required information.
Enrolled	The application has been approved by CMS.

Yes, if your broker identification number was indicated on the application. You will be able to see status but you will not be able to view the application itself.

• If it is an Individual and Family Plan (IFP) application.
• If no broker number was included on the Medicare application.
• If the Medicare application was mailed or faxed in and the broker information was not clearly indicated (may not have scanned properly).

If there is an issue with your agent of record not being associated with a policy, please send an email to brokers@ucare.org.

If you have additional information about a prospective member, such as a Medicare ID number, send an email to brokers@ucare.org.

• If it is prior to a Medicare member’s effective date of coverage.
• If it is for an Individual and Family Plans (IFP) member whose first payment has not yet been received.
• If you are not listed as the agent of record on the policy.
  
  • If you believe that you should be the agent of record, please send an email to brokers@ucare.org.
    UCare will look into the situation and advise you on how to proceed.

Commissions are paid five times a year.

Approximate payment date:	Payment covers:
January 31	Renewals for the 1st Quarter New Business for January Revisions since previous payment date
March 31	Renewals for the 2nd Quarter New Business for February-March Revisions since previous payment date
July 31	Renewals for the 3rd Quarter New Business for April-May-June Revisions since previous payment date
September 31	Renewals for the 4th Quarter New Business for July-August-September Revisions since previous payment date
December 31	New Business for October-November-December Revisions since previous payment date

• The application does not reflect your broker number.
• The broker number was incorrect on the application or scanned incorrectly at UCare.
  • In the above cases, please send an email to brokerfinancialinquiries@ucare.org.
• The application was approved close to the commission cutoff/not in time for the commission payment process for the quarter.
• The application was approved very close to the effective date/not in time for the commission payment process for the quarter. 
  • In the above cases, the commission will be paid the following quarter.

No. Each broker has unique Broker Portal sign-in credentials and will not see other brokers’ commissions.

You are able to export lists of policies, applications, or contacts.

After pressing “Show All” from the dashboard, click the arrow on the upper right of the screen.

For commission inquires, send an email to brokerfinancialinquiries@ucare.org. For general questions about the UCare Broker Portal or being a broker for UCare, send an email to brokers@ucare.org.

We’re happy to help and appreciate your business with UCare!

You can customize UCare marketing templates and order them for print and shipment using the UCare Trinket Store website. We developed this web tool with Stakkers, one of UCare’s print vendors.

If you have a login for the Broker Portal, you will receive an email invitation with the URL to log in and your user name. You will be able to set up a new password at this time. Your username will be the same username as your Broker Portal username.

How to Use

1. Access the Print on Demand website via your email invitation from “UCare Trinket Store.”
2. Log in.
3. Click on “Brokers” in the upper left navigation bar.
4. Select the template you want to customize. Postcards and brochures are available in two formats, Custom Print and Custom Print and Mail. Each item will appear on the site twice, with either “Custom Print” or “Custom Print and Mail” in the item name.
   
   Custom Print
   Customize with your contact information and have the finished item delivered to your office or address of your choice.
   
   Custom Print and Mail
   Customize with your contact information and provide a mailing list. Stakkers will custom print and mail to your provided list.
5. Fill out the online form to populate the variable text. Pay via credit card. If you are also using the Mail feature, take note of your order number after submitting your order. Send your mail list in .CSV file format to stakkers@stakkers.com and put your order number in the subject line. Please also provide shipping instructions for any extra printed items.

Questions

If you have any questions about your order, or need help with your login account, please email stakkers@stakkers.com. Print will generally take two weeks from order submission.

You can share a saved quotes via PDF or through the live share functionality with your client. When you share a PDF, your client will receive an email that contains a PDF of the details. When you choose live share, your client will receive an email with a link where they can follow the steps to create and enrollment account and see the full details of the shared quote in their enrollment portal.

Applications can be shared with the live share functionality. Like with the quote, you client will receive an email with a link where they can follow the steps to create and enrollment account and see the full details of the shared application in their enrollment portal.

For more information on the live sharing functionality for quotes and applications you can review our Live Share User Guide.

How to order UCare materials

How to order UCare materials