The NPN overrides feature lets agency accounts choose EDE-enabled agents from their immediate downline (including the agency admin themselves) and make them an "override agent."

Every agent in the agency can then select from a list of override NPNs at the end of the application. Whichever NPN they choose will be applied to that application. Note: Enrollments in North Carolina may only be submitted using the writing agent’s NPN.

NPN overrides should not be used to avoid state appointment laws. Agents and agencies are responsible for complying with federal and state laws when using NPN overrides. In most states, this means both the agent working with the customer and the agent whose NPN is chosen to be applied to the application must be appointed with the carrier. For more information about requirements in a specific state, contact its Department of Insurance.

This feature can only be turned on by an agency account. Learn how to switch your account to an agency account here.

This new feature is most useful for agencies that have their direct downline write with a principal NPN. It's also a good fit for call centers staffed by licensed agents. Note: Enrollments in North Carolina may only be submitted using the writing agent’s NPN.

NPN overrides may not be used in violation of state or federal law. It is the responsibility of the agent to ensure they are compliantly using NPN overrides, including being appointed with the relevant carriers where required. For more information about situations where NPN override should not be used, refer to the guidance issued by CMS.

NPN overrides are not a workaround for unlicensed individuals or "fronters" to enroll on HealthSherpa. All HealthSherpa account holders need to be licensed agents. This functionality helps agents apply an NPN other than their own for purposes of directing where commission should be paid while also ensuring licensed agents are not sharing HealthSherpa login credentials, and that HealthSherpa and the Marketplace (CMS) know who was logged in and who the resulting writing agent was.

NPN overrides are not available for Off-Exchange enrollments nor are they available for enrollments in North Carolina.

First, login to your agency account and navigate to the Agency page from the left-hand navigation. This page is broken up into sub-tabs that you will see along the top. Click the tab titled "NPN override."

Scroll down to the section titled "My override NPNs." Here, you will find a table with all of the NPNs available as overrides to your agents and downline agencies. You can add a new one by clicking the button "Add override NPN." This will trigger a modal, allowing you to select from the agents' NPNs in your agency. If you add an override NPN by mistake, you can remove it by clicking the "delete" button on the right-hand side of the table.

When you add an override NPN, agents within your agency will see a new dropdown at the end of every application. This will contain a list of the writing agent's own NPN, along with the override NPNs you have added.

Regardless of which NPN is selected, these clients will still show up in the writing agent’s client tab.

To remain in compliance with state and federal law, in most states your downline agent must also be appointed with the carriers they are writing for. Please refer to each state’s Department of Insurance for more specific information.

To restrict your downline agents to using ONLY the override NPN(s), and NOT their own NPN, navigate to the NPN tab of the Agency page. Here you will find a setting that controls whether your agents can use their own NPNs.

NPN overrides may not be used to avoid state appointment laws. You, your agency and your downline agents are responsible for complying with state and federal law when using NPN overrides. In most states, this means both the writing agent and the agent whose NPN is being applied to the application must be appointed with the relevant carrier.

Enrollments in North Carolina may only be submitted using the writing agent’s NPN. This update may impact your agency's process and the use of the NPN Override feature in HealthSherpa. Below is more information on how this change will affect various scenarios within HealthSherpa:

In either case, your agents will see a banner informing them that their NPN will be on the enrollment:

After you set override NPNs, agents will still be able to refer applications as they normally would, but with the added option to select one of your override NPNs rather than referring.

When an agent selects an override NPN, it always means that the application will not be counted as a referral.

In the export report, the agent name and NPN will display next to the respective application. This is based on the NPN at the time of submission. It does not reflect the AOR data on the client profile which is more up-to-date.

The same way—when agents are returned to HealthSherpa from Healthcare.gov, they will see the same override NPN dropdown with the same NPN options. That will take precedence over any prior NPN entered on Healthcare.gov.

If a writing agent (the one helping the client through their HealthSherpa agent account) is not licensed in a particular state, they should not discuss plans in the respective state. All agents are required to follow state and federal laws and cannot discuss plans with consumers without an active license in the respective state.

Agents can provide appointment information within their carrier settings page.

No. In response to the recent memorandum from the State of North Carolina, the HealthSherpa platform has been updated to ensure that enrollments in North Carolina are submitted with the writing agent’s NPN.

Have questions? Contact our Agent Support Team at (888) 684-1373 or agent_support@healthsherpa.com.

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