To remain compliant and protect security, consumers and agents often need to verify their identity when using HealthSherpa.
In this article, we cover:
Methods in which identity can be verified
Consumers and agents can often choose from several methods when verifying their identity. These methods include:
Experian
Experian is CMS' identity verification partner. Experian uses various data points like typical behavior, device, and transaction risk signals (i.e. risk-based authentication) to automatically authenticate a users identity.
When users opt to verify their identity using Experian, here is the flow they can expect.
Step one
First, the user will enter their personal information. Note: Image below is an example and may vary depending on flow and user.
Step two
The users identity will be automatically verified and they will be returned to the HealthSherpa platform.
Upload ID documents
Persona is an identity verification platform that confirms someone’s identity by checking government-issued documents (like driver’s licenses or passports) and matching them with live signals such as selfies, phone numbers, or device data.
When users opt to verify their identity by uploading ID documents, here is the flow they can expect. Note: Image below is an example and may vary depending on flow and user.
Step one
First, using a secure partnership with Persona, users will begin the verification process.
Step two
Next, users will select their desired photo ID and upload the documentation for processing.
Step three
Lastly, users will take a selfie on their device. After successfully completing identity verification, the user will be returned to the HealthSherpa platform.
ID.me
ID.me uses multi-factor verification including government-issued ID document upload and biometric checks (like selfies) to authenticate a users identity. Once authenticated, the user can leverage their single ID.me account across multiple sites without having to verify their identity again.
When users opt to verify their identity using ID.me, here is the flow they can expect.
Step one
First, users will decide whether they'd like to create an ID.me account or log in using an existing ID.me account.
Creating an ID.me account
When creating a new ID.me account, the user will be prompted to enter an email and password to begin. Next, the user will set up multi-factor authentication (MFA) for ID.me. Once MFA has successfully been established for ID.me, the user will receive a confirmation message.
Using an existing ID.me account
After selecting the method in which they'd like to log into their existing ID.me account, users will be prompted to connect their ID.me account with HealthSherpa.
Step two
Next, users will select a verification method and provide ID.me with consent.
Step three
After successfully completing identity verification on ID.me, users will be prompted to allow ID.me to share your verified information with HealthSherpa before returning to the HealthSherpa platform.
Consumer identity verification
Consumers will be asked to verify their identity when:
Verification options may differ slightly within each experience. It's often beneficial to review the appropriate verification steps with your consumer to set expectations.
Using an Invalid Action error resume link
When a consumer selects an agent’s Invalid Action error resume link, the consumer will be prompted to create an account or sign in. Per CMS regulations, if they haven’t already done so, consumers will need to have their identity verified in order to access their account.
Consumers may choose to verify their identity using Experian, by uploading ID documents, or by using ID.me. Learn more about these pathways here.
Once a consumers identity has been verified, they will proceed with the flow outlined here.
Uploading documents to satisfy a DMI or SVI
When uploading documents to satisfy Data Matching Issues (DMIs) or SEP Verification Issues (SVIs), the consumer will be prompted to create an account or sign in. Per CMS regulations, if they haven’t already done so, consumers will need to have their identity verified in order to access their account.
Consumers may choose to verify their identity using Experian, by uploading ID documents, or by using ID.me. Learn more about these pathways here.
Once a consumers identity has been verified, they will proceed with the flow outlined here.
Completing their own enrollment using an agent's Marketing link
When consumers complete their own application using an agent's Marketing link, the consumer's identity will be automatically verified using CMS' partner, Experian.
Accessing the consumer dashboard
When your client selects the option to go to their dashboard, they will be prompted to create a HealthSherpa account or log into their existing HealthSherpa account.
The consumer's identity will be automatically verified using CMS' partner, Experian.
Once a consumers identity has been verified, they will proceed with the flow outlined here.
Agent identity verification
Agents will be asked to verify their identity when using guided set-up during account creation and after selecting the 'Enable EDE' button.
The agent's identity will be automatically verified using CMS' partner, Experian.
Once an agent's identity has been verified, they will arrive at their HealthSherpa dashboard.
Identity verification issues
If identity verification is not successful, users will need to follow the directions within the unique error message they receive. They may also be given the option to select from a different method to verify their identity.
Users may be asked to wait at least 30 minutes before trying again.
Users may need to reach out to Experian directly in order to proceed. Users should be careful to note the reference number listed and leaves their page open while contacting Experian.
Users may be prompted to reach out to Experian or select an alternative verification method.
Users may be prompted to reach out to HealthSherpa's support team in order to proceed. Users should be careful to leave their page open while doing so.
Frequently asked questions
Can users still use ID.me if they don't have a smart phone?
Yes. There is an option to select 'I don't have a smart phone' when creating an ID.me account which allows for document upload. Here is an example of what that may look like on ID.me:
What do users experience when creating an account with ID.me?
Visit ID.me for the latest consumer experience. As of October, 2025, here is what users should expect when creating an ID.me account.
Additional Resources
If you are having any technical issues using HealthSherpa, please contact our Agent Support team at (888) 684-1373, at agent_support@healthsherpa.com, or via chat from within your account.