Agency Profile: Where Patient Protection Begins

V.W. Brown Insurance Service

Columbia, Maryland
Founded: 1960
Employees: 44

To satisfy life and health needs for clients of this heavily personal- and commercial-lines agency, the V.W. Brown team focuses on providing the information clients need to make the right choices. Challenging as that is, it’s the easy part, compared to what happens—or doesn’t—once the apps are submitted.

In the evolving environment of the Affordable Care Act (ACA), the policy processing and implementation phase can be lengthy, often leaving customers and agents waiting and wondering. That’s where V.W. Brown over-communicates and stays proactively involved. Customers appreciate that, and it lends another layer of trust and loyalty to the independent agent relationship.

KELLY MITCHELL, INDIVIDUAL HEALTH SPECIALIST

We have communication with customers. Even though they get information from the carrier once apps are submitted, I also send the information from V.W. Brown. It might be the same content but worded differently for clearer understanding, and I want them to know they can contact us with questions. They appreciate that communication, especially when the rest of their business is here. On renewal, if they don’t stay in the same plan, they can come right back to us to shop and get information. Some clients don’t go through the exchange, so we have to be able to educate them on options.

ANGELA RIPLEY, PRESIDENT

We continue learning about the massive ACA legislation. There have been many obstacles—mandate deadlines for the federal exchanges, even our Maryland exchange issues and computer debacles. If we stay up all night reading today’s changes, tomorrow brings new challenges. We want to get it right, and the best way is to stay educated and positive, and provide information to customers. As business owners, we also need to know how to manage health coverage for our own staff.

MARK KOKOSKO, LIFE FINANCIAL AGENT

Managing expectations in the current climate is challenging. You react—help the client make choices and apply—and then you wait. Life coverage has always been that way. It’s important to get it right the first time or the process can really drag. It’s not the carriers’ fault, as they’re subject to changing guidelines. We try to be proactive. If a vendor has trouble getting a required exam, I’ll pick up the phone and try to get past that hurdle. If we can speed up the process, it helps everyone.