HAFA speaks out against Humana leader’s comments

Health Agents for America strongly rejects recent comments made by Humana leadership suggesting that Medicare Advantage plan switching — commonly referred to as “churn” —primarily benefits brokers at the expense of consumers and the industry.

On March 10, 2026, at the Leerink Partners Global Healthcare Conference, Humana’s Chief Financial Officer, Celeste Mellet, told Wall Street that “this constant churn within the industry just generates a ton of money that’s going to the broker pockets,” implying that agents profit from unnecessary plan movement rather than serving beneficiaries.

Independent agents are not the problem — they are the protection, HAFA said in a statement. Licensed health insurance agents serve on the front lines every day, helping millions of Americans—especially seniors—navigate an increasingly complex and often confusing healthcare system. When a beneficiary changes plans, it is not “churn for profit.” It is most often the result of:

• Changes in provider networks
• ·      Increased out-of-pocket costs
• ·      Reduced benefits or plan instability
• ·      The need for better access to care

Agents step in when plans fall short. To characterize this as money flowing into “broker pockets” is not only misleading—it dismisses the essential role agents play in protecting consumers from poor plan performance and constant market changes.

HAFA president and CEO Ronnell Nolan said, “Agents don’t create churn—carriers do. When plans change benefits, drop doctors, or increase costs, consumers are forced to reevaluate their coverage. Our agents are there to guide them—not exploit them. If anything, agents are the only consistent advocate the consumer has in a system that changes every single year.”

The reality, HAFA said, is:

• Medicare Advantage plans reset annually—benefits, formularies, and networks change.
• CMS encourages beneficiaries to review plans each year.
• Agents are regulated, licensed, and compensated for service—not manipulation.

Blaming agents shifts attention away from the real issue—why so many seniors feel the need to leave their plans in the first place, HAFA said. If retention is the goal, the solution is simple: Build better, more stable plans—not scapegoats. Agents are not the enemy of Medicare Advantage — they are the backbone of it.