Producer Handbook &
Standard Operating Procedures
"Golden Care for the Golden Years"
Senior Care Advocates · EIG Insurance Group
A Word from the CEO
Enoch J. Vega
CEO
Becoming a successful Medicare agent is not an overnight achievement. It is a journey of steady, purposeful effort. Each enrollment you complete is like laying a single brick — one client at a time, you are building a strong, lasting home that will stand for years to come.
The most successful agents at EIG Insurance Group are those who remain informed, empathetic, and consistent. They take the time to truly understand each beneficiary's needs, build trust through honest education, and show up day after day with professionalism and care.
About Our Leadership
Enoch J. Vega, CEO of EIG Insurance Group, brings a unique perspective to the insurance industry. After beginning his career in the entertainment and restaurant sectors, he changed careers to better support his growing family. His first role as an insurance agent was as a captive agent with American General Life and Accident. The company's rigorous training gave him a strong foundation in Life, Universal Life, indemnity plans, annuities, Medicare Supplement plans, Long-Term Care, and — most importantly — structured customer care. With over 30 years of experience, Enoch now focuses primarily on Medicare solutions.
Our Structure
EIG Insurance Group is a subsidiary of Slate Financial, an IMO. Slate Financial is a subsidiary of Spark Advisors, a technology-forward FMO platform. Spark Advisors offers a proprietary Medicare-specific platform and CRM designed to streamline workflows, reduce administrative work, and help agents increase sales and save time.
Our Service Model
Although EIG Insurance Group maintains physical offices, most customer service is delivered by a wonderful team of highly trained professionals using modern technology. We assist agents and beneficiaries conveniently, often right at the client's kitchen table through virtual support. We combine technology with a human touch to deliver responsive, compassionate service.
Important Disclaimer
Handbook for Producers
- Act as a trusted advisor, not a salesperson
- Maintain active state insurance licenses, carrier appointments, and annual CMS training
- Document all interactions for compliance (recordings, SOA forms, CRM notes)
- Focus on long-term client retention and referrals over one-time transactions
- Educate Medicare-eligible beneficiaries (age 65+, or younger with disabilities) on Original Medicare, MA/MAPD, Medigap, and Part D
- Obtain documented permission before contacting beneficiaries
- Use Scope of Appointment (SOA) forms before discussing specific plans
- Record all sales calls and disclose the recording at the start
- Avoid high-pressure tactics, unsolicited contact, misleading statements, or gifts above nominal value
- Present plan options neutrally using only CMS-approved marketing materials
Full commissions on all enrollments, paid directly by carrier. No reduction based on lead source.
| Plan Type | Market | Initial Commission | Renewal Commission |
|---|---|---|---|
| Medicare Advantage (MA/MAPD) | National | $694 | $347 |
| Medicare Advantage (MA/MAPD) | CA, NJ, CT, PA, DC | Higher | Higher |
| Part D (PDP) | National | $114 | $57 |
Initial Enrollment Period
7-month window around the beneficiary's 65th birthday
Annual Enrollment Period
The biggest production window of the year
MA Open Enrollment
Switch MA plans or return to Original Medicare
Special Enrollment Periods
Triggered by qualifying life events
- Prioritize beneficiary needs and informed decision-making above production targets
- Maintain strict HIPAA and CMS privacy standards in all client communications
- Handle complaints professionally and escalate promptly when warranted
- Conduct annual plan reviews for every client before AEP begins
- EIG-generated leads are property of EIG Insurance Group
- Full commissions paid directly by carrier on every enrollment, regardless of lead source
- CSR team provides optional professional service and retention support
- Service fees may be waived depending on production level or negotiated terms
- Tag leads accurately in CRM: "EIG-Generated" or "Self-Generated"
- Detailed arrangements outlined in your Producer Agreement
Standard Operating Procedures for CSRs
- Monitor EIGHQ dashboards daily and ensure all data is current
- Maintain HIPAA compliance in every client interaction and data entry
- Log all interactions in CRM with sufficient detail for audit purposes
- Escalate complex issues to licensed producers or compliance officer immediately
- Protect all Personally Identifiable Information (PII) — never share via unsecured channels
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1Daily Lead Review
Review all new leads in the EIGHQ dashboard at the start of each business day
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2Qualification & Permission Verification
Confirm each lead is Medicare-eligible and has granted documented contact permission
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3EIGHQ Handoff Coordination
Prepare lead record with full context notes before assigning to a producer
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4Assignment to Licensed Producers
Assign based on geography, specialty, and producer capacity — log assignment in CRM
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5Follow-Up Tracking & Reporting
Track contact attempts, outcomes, and conversion status in EIGHQ. Generate weekly reports
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1Data Intake
Collect beneficiary demographics, current coverage, medications, and preferred providers
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2Eligibility Verification
Confirm Medicare Parts A & B status, effective dates, and any existing plan enrollment
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3Plan Coordination
Work with assigned producer to identify best-fit plans based on beneficiary needs
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4Enrollment Support
Assist producer with application process; ensure SOA is documented before plan discussion
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5Carrier Submission
Submit completed enrollment through approved carrier portal; retain confirmation numbers
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6Post-Enrollment Follow-Up
Confirm ID card receipt, answer benefit questions, set 30/90-day check-in reminders
- Maintain accurate, current records for every beneficiary in the book
- Schedule annual plan reviews for all clients — minimum 6 weeks before AEP start
- Perform proactive retention outreach: birthday calls, OEP check-ins, plan change notifications
- Handle service requests (ID card replacements, billing questions, provider lookups) within 24h
- Monitor and report retention rates to management monthly
- Use EIGHQ dashboards as primary tool for lead management and client tracking
- Standardize all CRM entries using the approved data format — no informal shorthand
- Complete annual CMS training and compliance certification on schedule
- Participate in quarterly quality assurance reviews and team training sessions
Implementation Tips
- Require annual handbook review and signed acknowledgment from every producer and CSR
- Maintain strong EIGHQ + CRM integration with proper lead source tagging for all records
- Conduct regular compliance audits — quarterly at minimum, monthly during AEP season
- Promote an education-first culture focused on long-term client relationships over short-term production
Agent Benefits Summary
One-Page Overview
Full Commissions
Paid directly by the carrier on every enrollment — no cuts, no clawbacks by EIG
EIGHQ Leads
High-quality leads as a growth benefit — often provided at no cost based on production
CSR Support
Professional virtual support team with technology and human touch — you close, we handle service
Flexible Terms
Arrangements negotiable based on your production level and the relationship we build together
Strong Backing
Supported by Spark Advisors technology platform, Slate Financial IMO, and 30+ years of leadership
Producer Acknowledgment
I have received, read, and understood the EIG Insurance Group Producer Handbook & Standard Operating Procedures (SOPs). I agree to comply with all policies, including compliant sales practices, HIPAA requirements, CMS marketing guidelines, and lead ownership rules as outlined herein.