Which of the following are examples of phrases that must not be spoken by an agent when a consumer is contemplating a plan change?

• A. "Nothing will change"
• B. "Everything will be the same"
• C. "Both of the above"
• D. "Enrollment is mandatory"

Answer: (C)

When communicating with a consumer considering a plan change, you should avoid statements that claim certainty about how the plan will look in the future. Phrases like “Nothing will change” or “Everything will be the same” imply you can predict future plan terms, costs, and benefits, which you often cannot guarantee. That kind of definitive language can mislead the consumer and may run afoul of accuracy and marketing rules governing Medicare communications. Because both of these statements share the same issue—unwarranted certainty about future changes—the option that recognizes both phrases as inappropriate is the best choice.