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Your source for Aetna Medicare broker news and information




March 1, 2022 


In this issue...

What you need to know

Goodbye Ascend: The Ascend Virtual Sales Office app will be sunset on March 31

Hello Think Agent: Sign up now for a live Think Agent training session


Lead generation

Getting started with the Medicare Marketing Studio 

Top 3 lead generation pieces


Sales & marketing info

Over-the-counter (OTC) benefit available to use in some CVS Pharmacy locations


Compliance info

Including your client's permanent residence address on their enrollment form


What you need to know


Goodbye Ascend


The final days are approaching for the Ascend enrollment app, as it's being discontinued on March 31. 


Please download your past enrollments and previous Scope of Appointments from the Ascend app by March 31, as Ascend will not be available after that date. If you have any questions, reach out to your Aetna Medicare Broker Manager.


Hello Think Agent


Now is the time to get familiar with Think Agent, the new electronic tool for Aetna Medicare (MA/MAPD) and SilverScript PDP products. 


Lead generation info


Getting started with Medicare Marketing Studio


The Aetna Medicare Marketing Studio is a one-stop online tool for Individual Medicare marketing materials. You can customize and download marketing materials plus you can print everything from flyers and ads to mailers and posters. It now features an enhanced user interface and more customization options.


Using the Studio, you can:

  • Quickly find marketing pieces for your market
  • Create materials to download, print and ship, or print and send by direct mail
  • Buy materials in bulk at a lower price


Check out new materials in Studio




Top 3 lead gen marketing pieces




How to start using the Studio


It's easy. When you become ready to sell our MA/ MAPD products, you'll receive a welcome email from Studio. Next you can visit and self-register on the right side of the screen under "New users." Your username will be your National Producer Number (NPN), and you can select your password.


Sales and marketing info


Members can use their OTC plan benefit at select CVS Pharmacy locations


If a member's Aetna Medicare plan has an OTC benefitthey can use the benefit by placing an order online or by phone. Let your members know they can also use the benefit in select CVS Pharmacy locationsRemember, not all CVS Pharmacies offer the in-store OTC benefit. Members can find out if their local pharmacy participates by checking online.


Compliance info


Make sure you include your client's permanent residence address on their enrollment form or their application may be denied


Follow these best practices to help prevent application denials 

  • Document the enrollee’s correct permanent residence address on the enrollment form, in addition to their mailing address. 
  • If the enrollee indicates that they do not a have a permanent residence address and must use a PO Box, explain CMS’s requirements. CMS generally does not accept a PO Box as permanent residence address.  
  • In the case of homeless individuals, CMS does consider a PO Box to be acceptable as a permanent residence,* but Aetna must still contact the enrollee to verify this information. In that situation, let the enrollee know that Aetna will be contacting them by phone or letter and that they need to be ready to respond. If the enrollee does not respond, Aetna must deny the enrollment.

*Homeless individuals may also use the address of a shelter or clinic or the address where the individual receives mail, (e.g., social security checks), as their permanent address.


Helpful links


Member resources & tools


Questions? Contact us


For questions or support, please contact the Aetna Medicare Broker Services Department 1-866-714-9301 or you can reach them Monday through Friday, 8 AM - 8 PM ET.


Plus, you can also contact your local Aetna Medicare broker manager