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Consumers can choose to cancel their Marketplace coverage at any time during the year. Agents can assist with cancelation requests with consumer consent.

Only the original Federally Facilitated Marketplace (FFM) username associated with the active policy may assist a consumer with canceling a plan.

In this article we’ll cover:

Select the consumer’s name on the Clients page to open their consumer record. The Details tab is the default view when an agent opens a consumer record from the Clients page.

From the Plans section, agents can view active policies.

With consent, select Cancel plan.

Follow the prompts to submit the cancelation request.

The Marketplace will process the request and provide a confirmation notice. If a different FFM username attempts to cancel the plan using HealthSherpa, an error may appear.

Consumers can also cancel their own plan using their consumer dashboard.

The term Marketplace can refer to either the Federally Facilitated Marketplace (FFM) or a State-based Marketplace (SBM). The type of Marketplace a consumer uses depends on the state where they live.

Agents can review the Marketplace types for each state, then contact the appropriate Marketplace to submit cancelation requests directly.

Consumers need to be on the line for cancelation requests made by phone. The Marketplace application ID is typically required.

Consumers can request to end Marketplace coverage at any time.

Coverage end dates may depend on whether coverage is being canceled for everyone on the plan or only certain household members.

If the consumer is switching to new coverage, confirm the new coverage start date before submitting the cancelation request.

Canceling a Marketplace plan may not stop automatic payments set up directly with a carrier.

If automatic payments were set up with the carrier, the consumer may need to contact the carrier directly.

Consumers who were not enrolled using HealthSherpa may need to contact the carrier’s Member Services team to cancel directly with the carrier.

For help using HealthSherpa or for other assistance, contact Agent Support. Agent Support is available by phone at (888) 684-1373, by email at Agent_Support@HealthSherpa.com, or by chat directly from your account.

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