What does it cost to find out?

A fixed fee for one department, over six to eight weeks. You get a workflow map and a fixed-price proposal for the first build, then decide: build it yourself, have us build and run it, or stop there. There is no obligation to continue.

How does this show up in our P&L?

In lines your finance team already tracks: carrier commissions and overrides recovered through disputes, chargebacks netted as statements post, and back office hours removed. Discovery measures one department and prices each rebuild before you commit. Recoveries are tracked in your own commission records.

Will this disrupt our agents or AEP?

It is built not to. Agents keep their quoting tools, carrier enrollment platforms and SureLC logins; the build works behind them. Discovery runs outside certification season, AEP and the MA OEP chargeback wave, usually spring, and the build is sized for July through March.

Do you work inside SureLC, NIPR and our carrier portals?

Yes, through agency-level access you control and the files carriers already deliver: commission statements, book of business reports, RTS reports, SureLC requests and NIPR data. We never use agent credentials, and we work within each carrier's portal terms.

Can it catch chargebacks and missing commissions before agents call?

Usually, because each statement is checked as it posts. The build works from your actual hierarchy, overrides, splits and transfers, and applies the MA rules: initial or renewal, like or unlike plan changes, rapid-disenrollment chargebacks, prorated recoveries. Your commissions team approves every dispute.

How long do our call recordings have to be kept?

For MA sales and marketing calls, since October 1, 2026, at least six years, down from ten: audio for the first three, audio or complete transcripts after. We index and file recordings to that schedule; your compliance officer owns the policy.

For field marketing organizations and insurance distribution

Unclaimed commissions, late chargebacks, agents not ready to sell.

We measure your commissions, contracting and compliance hours, then rebuild and run that work as your AI operating partner.

Talk to us How we start

A pattern, not a client result. Discovery measures where your own cash, capacity and risk sit.

Where the hours go

Carriers cut commissions; back office cost did not move.
Some MA plans went non-commissionable for 2025. Revenue per policy fell; statement, contracting and ticket work did not.
Commissions carriers owe that nobody claims.
Commissions and overrides arrive in every carrier format. Automation checks each policy against book of business, queues disputes, nets chargebacks.
Agents leave over commissions nobody can explain.
Missing-commission tickets wait on someone reading the statement. Agents get the statement line, any hour; disputes go to your team.
Recruited agents cannot write until contracting clears.
SureLC packets stall on NIPR license gaps or E&O; AHIP certificates get chased. Automation flags each gap and pulls RTS by product.
Every AEP means temporary staff and a backlog.
Certification season, AEP each fall, then MA OEP chargebacks January through March. Automation takes repeat volume; your team works exceptions.
Audit exposure sits in calls nobody reviewed.
Reviewers can only sample calls. AI screens each MA sales call for the TPMO disclaimer, Pre-Enrollment Checklist and SOA scope.

Before and after titled back office hours move, agents keep selling. Before: fourteen gray blocks of paid hours done by hand today, including statement reformatting, agent and upline matching, missing policy checks, carrier disputes, chargeback netting, debit balance tracking, SureLC packet rework, NIPR license gaps, RTS pulls, AHIP certificate chasing, SOA matching, call sampling, commission tickets and exclusion screening. After: statements and chargebacks automated; RTS, license gaps and exclusion screening automated; AI on calls, SOAs and agent tickets; the commissions lead and compliance signing off.

What we build, and what we leave alone

Your agents keep selling. Licensed work stays licensed.

We rebuild the back office: statements reconciled to book of business and comp grid, RTS pulled on schedule, every MA sales call screened. Agents keep every beneficiary conversation; your compliance officer keeps CTM complaints, misconduct allegations, audits and every finding.

Automated: statements, RTS, chargebacks
AI: call screening, agent tickets
People: disputes, findings, escalations
Commissions lead approves disputes and pay

How we start

Medicare distribution, anonymized

Direct: this segment

Commissions, HR and onboarding rebuilt while the business grew

A field marketing organization placing Medicare plans for 225,000+ lives through roughly 1,500 agents. Reliable Group rebuilt commissions, HR and onboarding around automation and AI, and gave agents a voice assistant for plan comparison and compliance. Sales capacity held and the business grew through the year, while the corporate team went from about 450 to under 200.

Grew, capacity held

One year: the business grew and sales capacity held. The corporate team went from about 450 to under 200.

anonymized realized

An FMO back office we rebuilt. The client is not named.

Growth and sales capacityanonymized realized

What transfers: Commissions, agent onboarding and HR rebuilt around automation and AI, people kept on disputes. Contracting, RTS and call review share the same records.

See the measured results

Medicare distribution, anonymized: the business grew and sales capacity held over one year while commissions, HR and onboarding were rebuilt; corporate team from about 450 to under 200.

Questions FMO leaders ask

A fixed fee for one department, over six to eight weeks. You get a workflow map and a fixed-price proposal for the first build, then decide: build it yourself, have us build and run it, or stop there. There is no obligation to continue.
In lines your finance team already tracks: carrier commissions and overrides recovered through disputes, chargebacks netted as statements post, and back office hours removed. Discovery measures one department and prices each rebuild before you commit. Recoveries are tracked in your own commission records.
It is built not to. Agents keep their quoting tools, carrier enrollment platforms and SureLC logins; the build works behind them. Discovery runs outside certification season, AEP and the MA OEP chargeback wave, usually spring, and the build is sized for July through March.
Yes, through agency-level access you control and the files carriers already deliver: commission statements, book of business reports, RTS reports, SureLC requests and NIPR data. We never use agent credentials, and we work within each carrier's portal terms.
Usually, because each statement is checked as it posts. The build works from your actual hierarchy, overrides, splits and transfers, and applies the MA rules: initial or renewal, like or unlike plan changes, rapid-disenrollment chargebacks, prorated recoveries. Your commissions team approves every dispute.
For MA sales and marketing calls, since October 1, 2026, at least six years, down from ten: audio for the first three, audio or complete transcripts after. We index and file recordings to that schedule; your compliance officer owns the policy.

Sources for the rules and deadlines on this pagechecked November 1, 2026

Some carriers stopped paying agent commissions on certain MA plans in some markets for the 2025 plan year. Fortune, December 2, 2024, checked November 1, 2026
Medicare AEP runs October 15 to December 7, and the MA Open Enrollment Period January 1 to March 31. Medicare.gov, joining a plan, checked November 1, 2026
For MA, agent compensation is paid as initial or renewal, like and unlike plan changes are treated differently, and it is recovered in full on a plan change in the first three months (with listed exceptions), prorated otherwise. CMS, 42 CFR 422.2274(a) and (d)(5), checked November 1, 2026
Agents selling MA must be licensed and appointed under state law where required and trained and tested annually before plans may pay them. CMS, 42 CFR 422.2274(b), (c) and (d), checked November 1, 2026
SureLC contracting imports license data from the NIPR PDB, and requests stall on items such as an expired license or missing E&O. SuranceBay support, producer workflow, checked November 1, 2026
On MA sales calls, the TPMO disclaimer is said before any benefits are discussed. CMS, 42 CFR 422.2267(e)(41), checked November 1, 2026
On MA telephonic enrollments, the Pre-Enrollment Checklist is reviewed before the enrollment is completed. CMS, 42 CFR 422.2267(e)(4), checked November 1, 2026
A Scope of Appointment is documented before a personal MA marketing appointment. CMS, 42 CFR 422.2274, checked November 1, 2026
Since October 1, 2026, MA sales and marketing call recordings are kept at least six years, down from ten: audio for three years, audio or complete transcripts after. CMS, 42 CFR 422.2274(g)(2)(ii) as amended by the CY 2027 final rule, 91 FR 17583, checked November 1, 2026
CMS assigns most marketing complaints, including agent and broker allegations, to the plan through the Complaints Tracking Module. CMS HPMS memo, CTM standard operating procedures, January 6, 2025, checked November 1, 2026

Rules change and vary by program, state and contract. Your compliance team confirms what applies to you.

Sources for the rules and deadlines on this pagechecked November 1, 2026

Some carriers stopped paying agent commissions on certain MA plans in some markets for the 2025 plan year. Fortune, December 2, 2024, checked November 1, 2026
Medicare AEP runs October 15 to December 7, and the MA Open Enrollment Period January 1 to March 31. Medicare.gov, joining a plan, checked November 1, 2026
For MA, agent compensation is paid as initial or renewal, like and unlike plan changes are treated differently, and it is recovered in full on a plan change in the first three months (with listed exceptions), prorated otherwise. CMS, 42 CFR 422.2274(a) and (d)(5), checked November 1, 2026
Agents selling MA must be licensed and appointed under state law where required and trained and tested annually before plans may pay them. CMS, 42 CFR 422.2274(b), (c) and (d), checked November 1, 2026
SureLC contracting imports license data from the NIPR PDB, and requests stall on items such as an expired license or missing E&O. SuranceBay support, producer workflow, checked November 1, 2026
On MA sales calls, the TPMO disclaimer is said before any benefits are discussed. CMS, 42 CFR 422.2267(e)(41), checked November 1, 2026
On MA telephonic enrollments, the Pre-Enrollment Checklist is reviewed before the enrollment is completed. CMS, 42 CFR 422.2267(e)(4), checked November 1, 2026
A Scope of Appointment is documented before a personal MA marketing appointment. CMS, 42 CFR 422.2274, checked November 1, 2026
Since October 1, 2026, MA sales and marketing call recordings are kept at least six years, down from ten: audio for three years, audio or complete transcripts after. CMS, 42 CFR 422.2274(g)(2)(ii) as amended by the CY 2027 final rule, 91 FR 17583, checked November 1, 2026
CMS assigns most marketing complaints, including agent and broker allegations, to the plan through the Complaints Tracking Module. CMS HPMS memo, CTM standard operating procedures, January 6, 2025, checked November 1, 2026

Rules change and vary by program, state and contract. Your compliance team confirms what applies to you.

How we handle regulated data

Design posture, not certification

Request documentation

BAA: Where a department handles protected health information, we execute a business associate agreement before Trace is installed or any data is accessed.
HIPAA: We execute a Business Associate Agreement before any engagement that touches PHI, and PHI is accessed only inside client-controlled systems by named individuals. Our first healthcare engagement under BAA is in progress.
Posture: Ready and aligned describe design posture, not certification. Reliable Group does not currently hold SOC 2 or ISO 27001 certification; our teams operate inside client-certified environments under client controls.
Notice: We deploy Trace only after your organization has given team members the written notice required in your state; we provide the notice template.

Your client-specific workflows, data and documentation are yours. Trace is Reliable Group software, licensed under the engagement; third-party tools keep their own license terms.

Last reviewed October 2026

Next step

Stop guessing how your operation works.

Tell us which department eats the most hours. We will say candidly whether measuring it is worth it.

Talk to us How we start

Where the hours go

Carriers cut commissions; back office cost did not move.

Commissions carriers owe that nobody claims.

Agents leave over commissions nobody can explain.

Recruited agents cannot write until contracting clears.

Every AEP means temporary staff and a backlog.

Audit exposure sits in calls nobody reviewed.