When a consumer must be present:

• Username lookups / Password resets
• To report a Life Event Change over the phone, if not able to be reported online
• To deny a pending application
• To attest to a Qualifying Life Event for a Special Enrollment Period (if the attestation/questionnaire was not already completed)
• To attest failure to reconcile (FTR)
• To close a case when there is current eligibility if the case meets closure requirements
• When requesting to open shopping for the "Easy Enrollment" SEP (MN state tax return)
• When requesting 1095-A information (this includes corrections and duplicate copy requests) 

When a consumer does need to be present, they must be on the call at the outset of the call.

When a consumer need not be present:

• To close a case when there is no current eligibility if the case meets closure requirements
• Expired consent for federal tax information (FTI), for FAST registration, or to request FTI letter to be sent from MNsure to the consumer
• For reporting inability to access notices in the consumer’s account when there is a current case with the user id
• To open shopping if the QLE/SEP questionnaire has already been completed and verification documents have been uploaded, match attestation, and meet document requirements.