Your Broker of Record (BOR) is authorized to represent your decisions on health plan coverage and has the same online membership capabilities as you do for enrolling and maintaining membership. Your BOR may receive copies of the communications we send to you, including quotes, notifications, and policy information. From time to time, the contract signer or Authorized Representative may wish to add, change, or remove a BOR. Visit the Broker of Record Information page for more information.
1. Who can make a BOR change?
A BOR change request can be made by an Authorized Representative, who may be one of the following:
The contract signer is the person responsible for signing the group agreement. They are the main person authorized to make membership or contract changes to your account.
An interested party can be any person authorized to access information about the group, such as enrollees, premium contributions, and plan selections. An interested party may also be authorized to make contract changes to the contract, such as adding or deleting employees or plans.
Important: If the Authorized Representative hasn't signed the BOR change request form or letter, we will return it to you for correction. This will delay the process until a new form or letter with an authorized representative signature is received.
2. How do I add, change, or remove a BOR?
To add, change, or remove a BOR, an Authorized Representative (see above) must submit a Broker of Record Authorization (for existing groups) or submit a request for the change written on your company's letterhead.
Here are some important things you will need to include:
Submitting by form
Share the URL or electronic version of the form with an authorized representative, have them complete the form, provide an e-signature, and press submit to send the form online.
Submitting by letterhead
When your letter is complete and signed, email it to Employer and Broker Services at CA.KP.EBS@kp.org.
3. How long does it take to process a BOR change?
Once the form or letter is received, it typically takes between 7 to 10 days to process change requests.
If a request isn't in the system after three days or more, it's typically because some of the required materials weren't received or the request was backdated. Ask your new BOR whether you should resubmit the request.
4. When is the BOR change effective?
The effective date for your BOR change is dependent on the date we receive your request. The electronic form or letter must be received by the 5th business day for the change to be effective retroactive on the 1st of that month.
For example, if a change request was properly submitted correctly and received on December 3, it should have an effective date of December 1. However, if a change request was submitted on December 3, but was incomplete and updated information wasn't received until December 10, the change would have an effective date of the following month on January 1.
Kaiser Permanente does not process retroactive broker of record changes. Effective dates are the 1st of the month, moving forward based on the date of the letter and the date the letter was received. If the BOR letter is not dated the 1st of the month or received after the 5th business day of the month, it will be effective the 1st day of the following month. For example, a letter dated and received on August 3 will be effectuated September 1.
5. Why is my previous broker still appearing in correspondence?
This could be a timing issue — for example, if we hadn't yet processed your BOR change request at the time of renewal. It could also be because:
Important: You should always keep proof of delivery, either email or fax confirmation, to show the date Kaiser Permanente received the request via form or letter as this can affect the effective date.
6. How will my previous BOR find out about the change?
It's your responsibility to inform your previous broker if they are being replaced. We send a courtesy notification when we process a BOR request, but if there are delays in processing the request, that notice will also be delayed.
7. Why hasn’t my previous BOR been officially notified of the change?
Please inform your previous broker of your intent to change. As a courtesy, Kaiser Permanente typically sends an email notification when any BOR change is received and another notification when the BOR change is processed. For future-dated BOR changes, we typically send a notification within a week of the processing date. If your previous broker didn't receive a notification email, please have them contact their account manager or Employer and Broker Services at CA.KP.EBS@kp.org.
8. When does a BOR change show up account.kp.org?
Once a change has been processed, it should show up online immediately. If the BOR change was completed for a future effective date, the change would not show up online until that date.
9. How long does it take for a new BOR to be granted access to account.kp.org?
If you recently changed to a new broker, once the BOR change is processed, the new broker will automatically be granted access to account.kp.org. They will also have manage member access if the broker is registered for account.kp.org access.
Your new broker of record will have the same online membership capabilities as you do for enrolling and maintaining membership. Please note that your account's Primary Group Administrator can always manage account access online.
If you’re a broker who hasn’t registered as a firm or agent with Kaiser Permanente, please contact Broker Sales at 800-789-4661.
