Co-op Process

Co-op Process

STANDARD OPERATING PROCEDURE

Agent Co-op Program

How to Request, Approve, and Receive Co-op Reimbursement


SOP Number

SOP-COOP-001

Effective Date

March 2026

Audience

Contracted Agents

Owner

TPA Operations


1. Purpose

The TPA Co-op Program provides financial support to contracted agents to fund approved marketing and recruiting activities. TPA partners with agents to increase leads, grow production, and support your overall business success.


This SOP outlines the full co-op process — from checking your eligibility, to requesting approval, to receiving your reimbursement — so you know exactly what to expect at each stage.


2. Eligibility Requirements

You must meet ALL three of the following requirements before a co-op request can be processed. Requests submitted without these items on file will be placed on hold until resolved.


You Must Have All Three on File with TPA

  • Active contract with The Premier Agency (TPA)

  • Current AHIP certification on file

  • Current Errors & Omissions (E&O) insurance on file


If any item is missing or expired, contact your TPA support representative to get it resolved before submitting your co-op request. Or email "support@tpaconnect.net".


3. Approved Co-op Categories

TPA will co-op on marketing and lead generation expenses that directly support client acquisition and growth. Below are the approved categories:


Lead Generation

Seminar Costs

  • Mailers

  • Social Media Ads

  • Web / Online Advertising

  • Marketing / Print / Signage

  • Food Costs (seminar-related)


4. Non-Approved Expenses

The following items are not eligible for co-op and will be denied:


⚠ These Expenses Will Be Denied

  • Website development and maintenance

  • Swag, branded merchandise, or giveaway items (shirts, pens, bags, etc.)

  • Purchases made in cash — no exceptions

  • Any purchase made before receiving written co-op approval


5. Important Deadlines

The following deadlines apply to all co-op requests. Submissions outside these windows will be denied.


Period / Type

Deadline & Notes

AEP Co-op Requests

Must be submitted by September 15. Requests after this date will be declined unless a carrier or medical provider opens the opportunity.

Regular (Non-AEP) Requests

Non-AEP requests submitted after October 15 will be processed accordingly.

Oct–Dec Reimbursements

Reimbursements for purchases dated October 1 through December 31 will be paid out after January 15 of the following year.

Reimbursement Window

You have 90 days from the date of purchase to submit your reimbursement request. Requests older than 90 days will be denied.


The Co-op Process: Step by Step




STEP

1

Submit Your Pre-Approval Request

You must receive written approval BEFORE making any purchase


Before spending any money, you must submit a Co-op Approval Request ticket through your TPA Connect portal. Purchases made before approval will be automatically denied — no exceptions.


How to submit your approval request:


  1. Log in to your TPA Connect account at tpaconnect.net.

  2. Navigate to the Support / Tickets section.

  3. Create a new ticket and select Ticket Type: Co-op Approval / Compliance Request.

  4. Enter your first name, last name, email address, contracting status, and NPN.

  5. Create a Campaign Name for tracking purposes (e.g., "T65 Mailer — Denny's Scottsdale").

  6. Indicate whether this request is seminar-related and select your Compliance Request Type.

  7. Describe the campaign, your marketing strategy, and target audience.

  8. Enter the requested co-op amount.

  9. Submit the ticket. You will receive a confirmation email with your ticket number.


After Submission

  • Keep your ticket number — you will need it when submitting for reimbursement.

  • You will be notified by email once your request has been reviewed.

  • Do NOT make any purchases until you receive written approval.


STEP

2

Make Your Approved Purchase

Only purchase after receiving written approval


Once you have received written approval from TPA, you may proceed with your purchase. Follow the rules below to ensure your reimbursement is not denied.


✓ Purchase Rules — Follow These to Get Reimbursed

  • Only purchase items that were specifically included in your approved request.

  • Never pay in cash. All purchases must be made by card or check.

  • Keep your invoice and your bank / card statement showing the charge.

  • The approved amount is your maximum. Overages greater than 10% or $500 require a new pre-approval.


STEP

3

Submit Your Reimbursement Request

Submit within 90 days of your purchase date


After making your approved purchase, you must submit a Co-op Reimbursement Request ticket through your TPA Connect portal within 90 days of the purchase date.


How to submit your reimbursement request:


  1. Log in to your TPA Connect account at tpaconnect.net.

  2. Navigate to the Support / Tickets section and create a new ticket.

  3. Select Ticket Type: Co-op Reimbursement Request.

  4. Enter your first name, last name, email address, contracting status, and NPN.

  5. Enter the Campaign Name (use the same name from your approval ticket).

  6. Enter your Co-op Approval Ticket Number from Step 1.

  7. Enter the total amount charged.

  8. Upload the invoice for the purchase.

  9. Upload the bank or card statement showing the charge.

  10. Read and accept the disclaimer, then submit. You will receive a confirmation email.



6. Common Reasons for Denial

To avoid having your request denied, make sure none of the following apply to your submission:


⚠ Your Reimbursement Will Be Denied If...

  • A purchase was made before written approval was received

  • The purchase was paid for in cash

  • The reimbursement request is submitted more than 90 days after the purchase date

  • The co-op approval ticket number is missing or incorrect

  • The reimbursement amount exceeds the approved amount by more than 10% or $500 without a new pre-approval

  • Required documents (invoice and bank / card statement) are not uploaded

  • An AEP request was submitted after September 15 (without a carrier exception)


7. Quick Reference Summary


Stage

What You Need to Do

Before You Spend

Submit a Co-op Approval / Compliance Request ticket in TPA Connect. Wait for written approval.

Making the Purchase

Pay by card or check only. Keep your invoice and bank / card statement. No cash.

After the Purchase

Submit a Co-op Reimbursement Request ticket in TPA Connect within 90 days. Include your approval ticket number, invoice, and bank / card statement.

Payment

TPA Finance will review and process your reimbursement. Oct–Dec purchases are paid out after January 15.


8. Need Help?

If you have questions about the co-op program or need assistance with a ticket, please reach out to TPA through your agent portal.


Contact TPA Finance & Support

support.tpaconnect.net

Log in to TPA Connect to submit a ticket or track your existing requests.

Log in to TPA Connect to submit a ticket or track your existing requests.


    • Related Articles

    • Missing Tickets in the TPA Connect Portal

      Overview If you can’t find one or more of your past tickets—such as Co-op Requests, Reimbursements, or Tech Support Requests—in your TPA Connect Portal, don’t worry. The most common reason for missing tickets is that they were submitted under a ...

    • Commissions EFT/W-9 Form

      Form Link: https://zfrmz.com/oKkrkAy0ChShNzrHalFh The Commissions EFT/W9 form is used to collect essential information from agents, including their payment details for direct deposit (EFT) and their W9 tax information. This form is necessary to ...

    • Accessing TPA Connect Learning Center

      Accessing TPA Connect Learning Center Purpose: To guide team members and Insurance agents on how to access and enroll in courses on the TPA Connect Learning Center. Scope: This applies to all team members and insurance agents that might enroll in the ...

    • Managing Zoho CRM Portals

      Objective The objective of this SOP is to guide users on how to access and update their information in Zoho CRM portals efficiently. Key Steps Request Access: Email "support at tpaconnect.net" to request access to the Zoho CRM portal. Accept ...

    • Agent Information Update

      Form Link: https://zfrmz.com/kO2w8vlavJCNxVql8fwI We collect agent information to ensure compliance and support. Accurate records enable us to send timely reminders when certifications are expiring, helping agents stay compliant and ensuring a smooth ...