You can report client life changes during SEP with HealthSherpa - HealthSherpa Blog
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You can report client life changes during SEP with HealthSherpa


If you have any ACA clients who have reduced income due to job loss, or if you have clients who are receiving additional unemployment income through the CARES act, you can report those changes in expected income through your HealthSherpa account.

How to report life changes on HealthSherpa

Below are directions on how to report changes for clients through a HealthSherpa for Agents account. You can find an additional information help article here.

To get started, search for your client and select them in your ‘Clients’ tab.

Choose a client from the client tab

Once the client’s profile loads, you will see two buttons on the page that say ‘Report Changes’. You can click either of these buttons to edit your client’s information.

Click either 'Report Changes' buttons to begin to edit the client's information.

A popup will appear to confirm that you want to report a change in income or household for the client, you should choose ‘Update’.

Click through the Reporting a change pop up to begin editing the client's information.

From here, a window will appear that allows you to update your client’s information.

The popup that allows you to update your client's information.

Once you are done editing part of your client’s application, you will continue through the rest of the application and resubmit. From there, you will receive a new eligibility letter and then finalize plan selection.

Resubmit to finalize the changed plan.

Note: this is an illustrative screenshot. When you go through this process for a client, it will include actual results. 

HealthSherpa is a CMS-approved alternative for ACA enrollments, which means that our system is integrated with the Marketplace. The updates you make on our site will update your client’s information and retrieve a new eligibility notice. 

Tips on client outreach about reporting changes

It’s important for clients to understand the relationship between their income and the cost of their Marketplace coverage. If you have not been in touch with some of your clients during the pandemic, you should check in to see whether they have any changes in income or household size to report. 

We’ve drafted a sample email to help get you started:

Subject Line: Quick check in for your health coverage

Hi [NAME],

When we got you enrolled in your health insurance last winter, I mentioned that the amount you pay for coverage is tied to your income and your family size. 

Since we are halfway through a very volatile year, I wanted to check in and see whether I need to make an adjustment to the income we projected back in 2019?

If you expect to make less than [previously reported number] I can update your information, and you may qualify for more tax credits that cut down on what you have to pay month-to-month on your premium. 

You can either reply to this email with your updated income, or I’d be happy to get on the phone and figure out a new number with you. 


[Agent Name]

If there are clients who worked through an income change with you earlier in this pandemic, you should also check in with them to make sure their previously adjustment is still accurate. It’s possible that they too will need to update their income in the coming weeks, and they may not know that they can report multiple life changes within a year.

Start reporting life changes today

If you already have a HealthSherpa account, you can get begin reporting life changes for your clients today. Log in here to get started.

New to HealthSherpa? Don’t worry — it’s easy to get started with a free HealthSherpa for Agents account. HealthSherpa is a CMS-approved alternative to, and we are able to help you enroll your clients directly on our site with Enhanced Direct Enrollment (EDE). Through a HealthSherpa account, you can enroll, track, and service your ACA clients year-round. Visit our HealthSherpa for Agents page today to learn more and sign up for an account.