NAIFA has raised concerns over a new Centers for Medicare & Medicaid Services (CMS) policy to automatically log health care consumers out of their federally facilitated marketplace accounts  after 30 minutes of inactivity. Proposed as a security measure, the time limit “could unintentionally harm consumer access to health insurance coverage and impede the ability of licensed professionals to effectively serve their clients,” NAIFA President Doug Massey wrote in a letter to policymakers.
During the 2023 open enrollment period, consumers completed 57% of all enrollments through online Enhanced Direct Enrollment and classic Direct Enrollment platforms. Of enrolments assisted by agents and brokers, 81% made use of these platforms.

While NAIFA applauds efforts to improve security for the exchanges, the applications are often complex and require time for applicants to gather required documentation. Those working with licensed agents also receive guidance, including plan comparisons, subsidy calculations, and additional education that take time and should not be rushed. NAIFA fears that imposing a 30-minute logout policy will result in consumer frustration as well as hurried decisions, increased administrative burdens on agents and brokers, and a higher rate of incomplete or abandoned applications.

In his letter, Massey asks CMS to extend the allowed inactivity window to at least one hour, create flexible time-out structures to accommodate different application activities, develop security measures that do not threaten to create enrollment barriers, and engage with industry stakeholders in developing future security and accessibility measures.