A customer could be missing from your book of business because the customer de-designated you as their agent of record when claiming their account or during the application process. If you think this is an error you can always contact the Pennie Producer Helpline (1-844-844-4440) for additional assistance in determining why the customer no longer designated.
For Pre-Registered Producers
If you completed pre-registration by September 2 your customers who were migrated from the FFM should appear in your Pennie Book of Business. If you do not see your customer, then their broker-designation was not successfully migrated.
Pennie migrated data in September from Healthcare.gov. Pennie relied on the data provided by Healthcare.gov and producers during pre-registration to link customers with their broker. If a customer’s data from Healthcare.gov did not match with the data provided during pre-registration Pennie was not able to maintain that relationship.
The good news is Pennie makes it easy for a customer to re-designate you as their broker. To learn more, see “How does a customer find and designate a producer?”