Identifying and terminating inappropriate interactions is crucial for maintaining a safe, respectful, and professional environment. 

Certified individuals may terminate a phone call or meeting with a consumer if the consumer’s behavior becomes appropriate. Inappropriate behavior may include verbal abuse or threats of physical harm. We advise you to document the situation in case the consumer files a complaint with MNsure.

The Assister Resource Center and Broker Service Line will terminate a phone call with a certified individual if their behavior becomes inappropriate. MNsure staff will document the call and retain a recording of the call if available.

If a consumer interaction includes any threats of physical harm, you may want to contact local law enforcement. If there are threats to MNsure staff or MNsure offices, please report this immediately to the Assister Resource Center or Broker Service Line.

Stress levels often increase as we approach a critical deadline, but it is important that we all continue to approach frustrating situations with patience! Please see /assister-central/shared-resources/joint-policies/inappropriate-interactions.jspIdentifying and Terminating Inappropriate Interactions Policy for more information on when and how to terminate an call or meeting where a consumer is exhibiting inappropriate behavior. The assister may also file a complaint by following the /assister-central/shared-resources/joint-policies/fraud.jspReporting Fraud and Complaints Policy.