Plan Crosswalk

See exactly how next year's plan changes hit your Medicare book, who needs a call first, and what we write into each member's record.

Every fall the carriers drop their new plans and you're left trying to figure out who on your book is actually affected. The Plan Crosswalk does that part for you. We check every Medicare member you have against next year's plan data and tell you who's losing their plan, whose costs are going up, and who's fine.

Then, with one button, you can push those members into the AEP Renewals 2027 campaign so the AI calls the people who need you most, first.

Who gets checked

We check members with a Medicare Advantage, MAPD, or Part D policy that's active or pending. Med Supp and other policy types aren't part of the crosswalk.

For each member we look at the plan on their policy and the county they live in, then compare this year's plan to what that plan becomes next year in that county.

Clean data = better results

The crosswalk needs a plan code (or at least an exact plan name) and a county or ZIP code on the policy. Members missing those land in Couldn't check. More on that below.

Request your crosswalk

Open the Plan Crosswalk tab

Click the Plans are changing card at the bottom of the sidebar, or go to Policies and click the Plan Crosswalk tab.

Click Request your 2027 crosswalk

That's it. You'll see Request sent, and we'll reach out within one business day to get you set up.

Watch for "Your crosswalk is in"

Once your results are ready, the sidebar card changes to Your crosswalk is in. Click it to jump straight to your results.

The crosswalk is a paid add-on, billed at $1 per Medicare member we check. That's per person, not per policy, and you're only billed for a member once per season, even if we re-run your crosswalk later.

Only Owners and Admins can see the Plan Crosswalk tab by default, since it shows reporting across your whole agency. See Roles and Permissions if you want to open it up to someone else.

Reading your results

Your results page answers three questions: how many people need a call, why, and what's happening to their plan.

Need a call, no changes, couldn't check

Up top you'll see a big number: how many of your members need a call. The bar underneath splits your whole book into three groups:

Need a call: something meaningful is changing for them.
No changes that matter: their plan is continuing and nothing big moved.
Couldn't check: we didn't have enough info on the policy to check it.

Why they need a call

Every member who needs a call is counted once, under the change that matters most for them. Here's every reason, from most to least urgent:

Reason	What it means
Plan ending	Their plan isn't offered next year.
Plan leaving their county	The plan continues, just not where they live.
Plan change unconfirmed	We couldn't confirm what happens to the plan. Worth a call to be safe.
Plan splitting	Their plan is being replaced by more than one plan, so they have to pick.
Moving to a new plan	The carrier is moving them into a different plan.
Losing benefits	They're losing a benefit like dental, vision, hearing aids, OTC, fitness, meals, transportation, or a grocery allowance.
Premium going up	Their monthly premium is going up by $1 or more.
Out-of-pocket max going up	Their max out-of-pocket is going up.
Deductible going up	Their medical or drug deductible is going up by $50 or more.
Star rating going down	Medicare's star rating for their plan is dropping.

Click any bar in the Why they need a call chart to filter the member list down to just those people. Hover a bar to see how many members that change touches in total, not just the ones where it's the main reason.

We skip the changes that happen to everyone. The standard federal bump to the out-of-pocket limit and the Part D deductible don't count as a change on their own, so you aren't calling your whole book over something nobody can avoid.

What happens to their plan

The second chart is the plan-level view: Ending, Leaving their county, Unconfirmed, Split across plans, Moving to another plan, and Renewing.

The member list

Below the charts is every member, with three tabs: Need a call, Couldn't check, and Everyone. Each row shows:

Member: their name and their assigned agent.
What changes: the headline, like "Plan ends this year" or "Premium $0 to $38 a month".
Recommendation: the top plan we'd look at for them next year, in their county, with up to two quick notes on how it compares.

Click any row to open that customer's profile.

Couldn't check

These are the members we couldn't run, and the reason why. The most common ones are No plan code on the policy and No county or ZIP code on file. Fix those on the policy and we can check them again on the next run.

Download your call lists

Click Download call lists and we'll build you a ZIP file. It usually takes under a minute. You'll need permission to see customer contact info to download it.

Inside the ZIP:

CampaignContactsAllMembers.csv: everyone we checked, most urgent first.
One CSV per reason, like CampaignContactsPlanTerminated.csv or CampaignContactsPremium.csv. A member shows up in every file that applies to them, not just their main reason.
SkippedMembers.csv: the members we couldn't check, and why.

Every file has the member's name, email, phone, assigned agent, carrier, current plan, county, ZIP, and next year's plan. Each reason file adds one column that matters for that reason, like Premium Increase or Benefits Lost. The all-members file adds Primary Change, All Changes, and Recommended Plans.

These files have member contact info and plan details in them. Treat them like any other PHI: keep them on a secure drive and don't email them around.

Add members to your AEP campaign

This is the button that actually gets people called. On your results page, click Add to campaign.

You'll pick which colors to add:

Red: plan ending, leaving their county, splitting, or unconfirmed.
Yellow: moving to another plan, or costs, benefits, or star rating changing.
Green: no changes that matter.

Red and Yellow are checked by default. Green isn't, since those folks don't technically need anything from you, but the campaign has a gentle check-in path for them if you want to include them.

If you don't have the AEP campaign yet, we'll create it for you as a draft. Nobody gets called until you turn it on. If you already have it, members just get added to it.

You need permission to edit campaigns and manage campaign enrollment to see the Add to campaign button.

What gets written to your members

When you click Add to campaign, we write the crosswalk results onto every member we checked. That includes the colors you didn't pick, so it's all there if you want it later. It shows up in two places.

A color tag

Each member gets one tag:

AEP 2027 plan changes - Red
AEP 2027 plan changes - Yellow
AEP 2027 plan changes - Green

The AEP campaign's Pulse reads this tag to decide which path someone goes down. You can also filter your Customers page by it. If someone has more than one Medicare plan, they get the color for whichever plan has the bigger change.

Two custom fields

We also fill in two customer custom fields:

Plan Changes 2027 ({{planChanges2027}}): one or two sentences on the main change. Short enough to drop into a text.
Plan Changes 2027 Details ({{planChanges2027Details}}): every change we found, written for the AI to read on the call.

Here's what those actually look like, depending on the member's main change:

Main change	Plan Changes 2027
Plan ending	Your plan, Sunshine Advantage (HMO), will not be offered in 2027, so you'll need to choose a new plan.
Leaving their county	Your plan, Sunshine Advantage (HMO), will no longer be offered where you live starting January 1, 2027, so you'll need to choose a new plan.
Unconfirmed	Your plan, Sunshine Advantage (HMO), may be changing for 2027.
Splitting	Your plan, Sunshine Advantage (HMO), is being replaced by more than one plan for 2027, so you'll need to choose which one fits you.
Moving to a new plan	Starting January 1, 2027, your plan, Sunshine Advantage (HMO), is moving to Sunshine Advantage Plus (HMO).
Losing benefits	Starting January 1, 2027, your plan, Sunshine Advantage (HMO), will no longer include comprehensive dental and hearing aids.
Premium going up	Starting January 1, 2027, the monthly premium for your plan, Sunshine Advantage (HMO), is going up from $0 to $38.
No changes that matter	Your plan, Sunshine Advantage (HMO), is continuing in 2027 with no major changes to your premium, out-of-pocket limit, or deductibles.

The Details field starts the same way, then lists everything else that moved, up or down. For example:

Your plan, Sunshine Advantage (HMO), is continuing in 2027. Changes for 2027: monthly premium goes up from $0 to $38; medical deductible goes down from $250 to $0; no longer includes comprehensive dental; adds transportation.

For plans that are ending, leaving, splitting, or unconfirmed, the Details field is the same as the summary, since there's no next year plan to compare.

Why no plan recommendations in the fields?

On purpose. Naming specific plans to a member is marketing, and that's a conversation for your licensed agents, not the AI or a text message. The recommendations stay in your results page and download for your team to use.

Since these are normal custom fields, you can use them anywhere you'd use any other field, like in your own SMS messages or scripts.

Running it again

If we re-run your crosswalk (say, after you clean up some policies that couldn't be checked), you'll see the new one at the top of your list along with a heads-up that there's a newer crosswalk. Click Add to campaign from the new one and we'll:

Add anyone new in the colors you pick.
Move anyone whose color changed onto their new path, starting over.
Stop anyone we couldn't check this time.
Leave alone anyone who already finished the campaign.

You won't be billed again for members we've already checked this season.