SOA Scenario

Referral cross-sell mid-call

Life-insurance client asks about Medicare during the same call.

Training material only. Not legal, compliance, or enrollment advice. Always defer to current CMS guidance, your FMO's compliance team, and your carrier certifications. See disclaimers.

Scenario

During a scheduled life-insurance policy review, the client asks the agent about Medicare Advantage options for a spouse who is turning 65. The agent proceeds to discuss specific MA plan benefits for the spouse on the same call. No SOA is collected for either the client or the spouse.

Evaluate the agent's conduct

CompliantAn SOA was required and obtained correctly.Technical violationSOA rule triggered; procedure was flawed (timing, scope, retention).Clear violationSOA was required and skipped, or the discussion exceeded the documented scope.SOA not requiredThe conversation did not trigger the SOA requirement.

On this scenario: 0/0 correct — no attempts yet.

Sources

Reviewed Jul 15, 2026 · GoAEP editorial

42 CFR §422.2264(c)
Scope of Appointment documentation before a marketing appointment.
CMS Medicare Communications & Marketing Guidelines
Master CMS guide for MA and Part D communications and marketing.

Not marketing material. Not for consumer distribution. CMS rules evolve — verify against current guidance before use.

Educational drill only. Rules and CMS guidance evolve — always defer to current CMS publications, your FMO compliance team, and your carrier certifications.