2026\2027 Edition: UHC Ethics and
Compliance Certification Exam Prep by
UnitedHealthcare Training Department –
Comprehensive Guide to Pass on Your First
Attempt
THAN 14 CALENDAR DAYS event request forms
submitted within7 calendar days will NOT be what? -
ANSWER//processed conducting an unreported event is
_____? - ANSWER//prohibited to schedule a sign
language interpreter for a formal marketing/sales event or
a personal/individual marketing appointment, enter the
consumer's request direct;y in bconnected at least? -
ANSWER//14 days prior to the event or appointment What
are marketing materials used for? - ANSWER//1) draw
attention to a plan sponsor or their plan(s) and 2) influence
a consumer's decision when selecting a plan in which to
enroll or a member's decision to remain enrolled in their
current plan Marketing materials contain information about
the plan or plans: - ANSWER//1) benefits or benefit
structure 2) cost sharing ( including premiums,
copayments, and deductibles) 3) Measurements or
ranking standards ( such as star ratings. comparisons to
other plans, or statistical studies or surveys) Approval is
required for? - ANSWER//1) ALL medicare marketing
materials or 2) ANY material that mentions a plan sponsor
( such as " united health care") one of its affliated plans or
displays any logos What does generic mean with
marketing materials? - ANSWER//materials that do not
meet the marketing materials criteria and do not carry any
plan sponsor information or logos does generic materials
require prior approval? - ANSWER//no What methods are
considered marketing material? - ANSWER//newspaper,
tv, internet, radio advertisements, direct mail, postcards,
flyers, brochures, magnets, pre-enrollment materials,
websites and social media platforms what are some
,examples of generic marketing materials? -
ANSWER//social media sites and websites sites used to
market UHC plans must be _____ by UHC and CMS prior
to use - ANSWER//approved when talking about
marketing materials what should the agent NOT do? -
ANSWER//add, enhance, delete, modify, edit or create
any content in the marketing materials provided by the
health plan modify approved materials in any way, no
matter how minor ask health related or health screening
questions on generic, agent created materials What must
an agent do when talking about marketing materials? -
ANSWER//use marketing materials only for products they
are certified to market/sell What does PTC stand for? -
ANSWER//permission to contract What does SOA stand
for? - ANSWER//Scope of appointment What does
permission to contact mean? - ANSWER//is permission
given by the consumer to be called or otherwise contacted
by an agent for the purpse of marketng any UHC
medicare solutions product includeing MA, Prescription
drug or med sup plans. PTC must be______? -
ANSWER//documented, retained and available upon
request for 10 years PTC must also be? -
ANSWER//Method specific, short term and event specific
What does method specific mean? - ANSWER//contact
can only be made by the method permitted by the
consumer. Permission to telephone only enables the
agent to dial the number provided. AN AGENT MUST
RECEIVE EXPLICIT PERMISSION TO TEXT OR EMAIL
THE CONSUMER having access to a phone number or
email address does not imply permission from the
consumer What is short term? - ANSWER//PTC expires
once the agent has made contact with the consumer or 9
months after the date the PTC was received. PTC expires
90 days after the receipt for consumers requesting info on
med sup's or who are on the federal DNC list. What does
event specific mean? - ANSWER//the agent can only
contact the consumer to discuss the products indicated in
,he PTC mechanism what does BRC mean? -
ANSWER//business reply cards agents who telephone a
consumer in response to a BRC that has specific products
documented on the card, may only ____ -
ANSWER//discuss the products that were indicated within
the BRC BRC's are only intended to obtain permission to
contact - ANSWER//it does not satisfy the SOA
requirement SOA does not secure permission to contact -
ANSWER//it confirms permission to discuss product types
during an individual appointment If a BRC is returned by
the consumer without a valid phone number, agents____ -
ANSWER//may NOT look up or search for consumer
information in order to contact the consumer either by
telphone or a visit. What is a Scope of appointment (SOA)?
- ANSWER//captures the consumers permission to
discuss certain products. Where are SOA forms available?
- ANSWER//in enrollment guides and as standalone
documents on the sales material portal accessible on
jarvis a SOA is required from each Medicare eligible
consumer present at any face to face or telephonic
marketing appkintment to discuss MA and or PDP plans
including____ - ANSWER//authoried legal representitives
and each spouse ( if a married couple is present) When a
consumer walks into an agent's office or a UHC
medicarestore, the agent must obtain an SOA -
ANSWER//prior to discussion In leu of a SOA form, agents
must announce the products that will be presented at the
formal or informal marketing/sales event -
ANSWER//agents may obtain an SOA for future face to
face or telephonic appointments if the consumer requests
the future appointment at the marketing/sales event when
conducting face to face or telephonic appointments to
present MA and or PDP plans, the agent MUST -
ANSWER//1) obtain a signed SOA from the consumer
prior to the start of the appointment 2) obtain a new SOA
when the consumer or agent requests to discuss a health
related product not identified on the original SOA. once
, obtained, the new product may be discussed SOAs must
be submitted how? - ANSWER//via fax or emailed within 2
business days following the scheduled appointment
contracted agents using the generic SOA form must also
include - ANSWER//the corresponding fax coversheet
medicare marking guidelines prohibit marketing non-healh
related products (annuities, life insurance, LT
disability/disability plans) when presenting what to a
consumer? - ANSWER//MA plan or PDP plas THIS IS
CONSIDERED CROSS-SELLING AND IS PROHIBITED
SCARE TACTICS ARE - ANSWER//PROHIBITED what is
an authorized representitive? - ANSWER//is a person who
is authorized under state law to complete the enrollment
application, make health care decisions on behalf of the
consumer and is authorized to receive health care related
on his/her behalf in order to determine if a POA or
authorized representitive is needed when enrolling a
consumer, the agent MUST___? - ANSWER//consider the
consumers mental and physical ability to enroll
themselves if a consumer appears to have either a
physical and or mental challenges that may impede their
ability to enroll themselves in a plan, you must ask if they
have a ____ or ____? - ANSWER//POA or authorized
representitive a person assisting, including an agent
cannot sign the enrollment application on behalf of the -
ANSWER//consumer. only the consumer, POA, or
authorized representative can sign the enrollment
application agents can offer promotional gifts to attendees
of any event type as long as such gifts are of nominal
retail value. nominal value is any item _____ or less -
ANSWER//$15 or less the combined value of all giveaway
items including food, must not exceed______ per
consumer - ANSWER//$15 What types of gifts are
prohibited regardless of the amount? - ANSWER//cash,
gift certificates, gift cards, monetary rebates, as well as
charitable contributions made on behalf of the
consumers/members you must state that accepting a gift
Compliance Certification Exam Prep by
UnitedHealthcare Training Department –
Comprehensive Guide to Pass on Your First
Attempt
THAN 14 CALENDAR DAYS event request forms
submitted within7 calendar days will NOT be what? -
ANSWER//processed conducting an unreported event is
_____? - ANSWER//prohibited to schedule a sign
language interpreter for a formal marketing/sales event or
a personal/individual marketing appointment, enter the
consumer's request direct;y in bconnected at least? -
ANSWER//14 days prior to the event or appointment What
are marketing materials used for? - ANSWER//1) draw
attention to a plan sponsor or their plan(s) and 2) influence
a consumer's decision when selecting a plan in which to
enroll or a member's decision to remain enrolled in their
current plan Marketing materials contain information about
the plan or plans: - ANSWER//1) benefits or benefit
structure 2) cost sharing ( including premiums,
copayments, and deductibles) 3) Measurements or
ranking standards ( such as star ratings. comparisons to
other plans, or statistical studies or surveys) Approval is
required for? - ANSWER//1) ALL medicare marketing
materials or 2) ANY material that mentions a plan sponsor
( such as " united health care") one of its affliated plans or
displays any logos What does generic mean with
marketing materials? - ANSWER//materials that do not
meet the marketing materials criteria and do not carry any
plan sponsor information or logos does generic materials
require prior approval? - ANSWER//no What methods are
considered marketing material? - ANSWER//newspaper,
tv, internet, radio advertisements, direct mail, postcards,
flyers, brochures, magnets, pre-enrollment materials,
websites and social media platforms what are some
,examples of generic marketing materials? -
ANSWER//social media sites and websites sites used to
market UHC plans must be _____ by UHC and CMS prior
to use - ANSWER//approved when talking about
marketing materials what should the agent NOT do? -
ANSWER//add, enhance, delete, modify, edit or create
any content in the marketing materials provided by the
health plan modify approved materials in any way, no
matter how minor ask health related or health screening
questions on generic, agent created materials What must
an agent do when talking about marketing materials? -
ANSWER//use marketing materials only for products they
are certified to market/sell What does PTC stand for? -
ANSWER//permission to contract What does SOA stand
for? - ANSWER//Scope of appointment What does
permission to contact mean? - ANSWER//is permission
given by the consumer to be called or otherwise contacted
by an agent for the purpse of marketng any UHC
medicare solutions product includeing MA, Prescription
drug or med sup plans. PTC must be______? -
ANSWER//documented, retained and available upon
request for 10 years PTC must also be? -
ANSWER//Method specific, short term and event specific
What does method specific mean? - ANSWER//contact
can only be made by the method permitted by the
consumer. Permission to telephone only enables the
agent to dial the number provided. AN AGENT MUST
RECEIVE EXPLICIT PERMISSION TO TEXT OR EMAIL
THE CONSUMER having access to a phone number or
email address does not imply permission from the
consumer What is short term? - ANSWER//PTC expires
once the agent has made contact with the consumer or 9
months after the date the PTC was received. PTC expires
90 days after the receipt for consumers requesting info on
med sup's or who are on the federal DNC list. What does
event specific mean? - ANSWER//the agent can only
contact the consumer to discuss the products indicated in
,he PTC mechanism what does BRC mean? -
ANSWER//business reply cards agents who telephone a
consumer in response to a BRC that has specific products
documented on the card, may only ____ -
ANSWER//discuss the products that were indicated within
the BRC BRC's are only intended to obtain permission to
contact - ANSWER//it does not satisfy the SOA
requirement SOA does not secure permission to contact -
ANSWER//it confirms permission to discuss product types
during an individual appointment If a BRC is returned by
the consumer without a valid phone number, agents____ -
ANSWER//may NOT look up or search for consumer
information in order to contact the consumer either by
telphone or a visit. What is a Scope of appointment (SOA)?
- ANSWER//captures the consumers permission to
discuss certain products. Where are SOA forms available?
- ANSWER//in enrollment guides and as standalone
documents on the sales material portal accessible on
jarvis a SOA is required from each Medicare eligible
consumer present at any face to face or telephonic
marketing appkintment to discuss MA and or PDP plans
including____ - ANSWER//authoried legal representitives
and each spouse ( if a married couple is present) When a
consumer walks into an agent's office or a UHC
medicarestore, the agent must obtain an SOA -
ANSWER//prior to discussion In leu of a SOA form, agents
must announce the products that will be presented at the
formal or informal marketing/sales event -
ANSWER//agents may obtain an SOA for future face to
face or telephonic appointments if the consumer requests
the future appointment at the marketing/sales event when
conducting face to face or telephonic appointments to
present MA and or PDP plans, the agent MUST -
ANSWER//1) obtain a signed SOA from the consumer
prior to the start of the appointment 2) obtain a new SOA
when the consumer or agent requests to discuss a health
related product not identified on the original SOA. once
, obtained, the new product may be discussed SOAs must
be submitted how? - ANSWER//via fax or emailed within 2
business days following the scheduled appointment
contracted agents using the generic SOA form must also
include - ANSWER//the corresponding fax coversheet
medicare marking guidelines prohibit marketing non-healh
related products (annuities, life insurance, LT
disability/disability plans) when presenting what to a
consumer? - ANSWER//MA plan or PDP plas THIS IS
CONSIDERED CROSS-SELLING AND IS PROHIBITED
SCARE TACTICS ARE - ANSWER//PROHIBITED what is
an authorized representitive? - ANSWER//is a person who
is authorized under state law to complete the enrollment
application, make health care decisions on behalf of the
consumer and is authorized to receive health care related
on his/her behalf in order to determine if a POA or
authorized representitive is needed when enrolling a
consumer, the agent MUST___? - ANSWER//consider the
consumers mental and physical ability to enroll
themselves if a consumer appears to have either a
physical and or mental challenges that may impede their
ability to enroll themselves in a plan, you must ask if they
have a ____ or ____? - ANSWER//POA or authorized
representitive a person assisting, including an agent
cannot sign the enrollment application on behalf of the -
ANSWER//consumer. only the consumer, POA, or
authorized representative can sign the enrollment
application agents can offer promotional gifts to attendees
of any event type as long as such gifts are of nominal
retail value. nominal value is any item _____ or less -
ANSWER//$15 or less the combined value of all giveaway
items including food, must not exceed______ per
consumer - ANSWER//$15 What types of gifts are
prohibited regardless of the amount? - ANSWER//cash,
gift certificates, gift cards, monetary rebates, as well as
charitable contributions made on behalf of the
consumers/members you must state that accepting a gift
