New CMS 30-Minute Timeout Disrupts Agent and Broker Enrollments
A Policy Meant for Security Creates New Challenges
The new CMS 30-minute timeout policy requires users of the CMS Enterprise Portal to log back in after half an hour of inactivity, a measure designed to protect consumer data but one that is proving disruptive for agents and brokers. Because enrollment consultations often last longer than 30 minutes—particularly when clients are comparing plans or reviewing subsidy eligibility—the system frequently logs out users mid-process, forcing them to re-enter credentials and, in some cases, restart applications altogether.
Enrollment Interrupted: Agents’ Day-to-Day Experiences
Agents report that even when they remain actively engaged with consumers, the portal does not always recognize their activity. Quoting plans, running comparisons, or working through Enhanced Direct Enrollment (EDE) platforms are essential steps in enrollment, but the system sometimes treats them as inactivity. As a result, brokers may be abruptly signed out—interrupting their workflow and leaving clients waiting during what should be a smooth, consultative process.
These repeated interruptions not only frustrate agents but also risk eroding consumer confidence. A client who is timed out multiple times during an enrollment call may question the reliability of the system, or worse, may abandon the enrollment process altogether.
Industry Pushback and Calls for Change
Major industry groups, including the National Association of Benefits and Insurance Professionals (NABIP, formerly NAHU) and the National Association of Insurance and Financial Advisors (NAIFA), have been outspoken in their opposition to the current policy. Both organizations have submitted formal comments urging CMS to reconsider.
In its September 2025 letter to CMS, NABIP noted that the policy is “overly broad” and undermines the ACA’s goal of expanding coverage. NAIFA echoed similar concerns, warning that the frequent timeouts reduce agents’ ability to effectively counsel clients and could ultimately harm enrollment rates. Both associations advocate for extending the timeout window to at least one hour and for adopting session logic that better accounts for real-world enrollment activity.
Broader Implications for Consumers and Coverage Goals
The consequences extend beyond minor inconveniences for agents. If enrollment sessions are repeatedly disrupted, fewer applications may be successfully completed, and some consumers could be left without coverage. For agencies already stretched thin during Open Enrollment, the extra time spent logging in and recovering lost sessions translates into reduced efficiency and fewer clients served.
These inefficiencies could undermine national enrollment targets. The Affordable Care Act was designed to expand access to coverage, but a rigid timeout policy risks creating unnecessary friction in the process, especially for the very populations that most need support navigating their options.
A Balanced Path Forward
Security and usability do not have to be at odds. Several practical solutions could strike a better balance: extending the inactivity window, applying tiered timeout rules for high-risk actions, and introducing real-time alerts before a session expires. Just as importantly, CMS could benefit from collaborating more closely with stakeholders—agents, brokers, and EDE platform providers—to design a system that protects data without hampering access.
Conclusion
The intent behind the new CMS timeout policy is valid, but its execution has created unintended barriers to enrollment. By refining the rules to reflect the realities of how agents and brokers serve consumers, CMS has an opportunity to protect sensitive data while also ensuring Americans can access the coverage they need. In this case, practical adjustments are not just a matter of convenience—they are essential to meeting the ACA’s enrollment goals.
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