A Cautionary Tale (Based on a True Story!)

Every week, I hear new stories from my team about why our members choose WHA. And often in those stories, I hear a common theme – local service. It’s so important that brokers and customer service teams understand the Sacramento region and North Bay communities where our customers live and work. When I heard this cautionary tale last week, I thought it was a perfect example of why that’s true – so I’m sharing it with you today.

This story starts with a small organization based in Sacramento that had eight employees, four of whom lived in California’s capital and four of whom lived in other states. Every year the organization automatically renewed their health plan without much deliberation.

This year, they hired a new Human Resources director. When it came time for open enrollment, she discovered that the organization’s broker, who had not been particularly responsive to her email queries, was based in New York and did not even specialize in health plans. Furthermore, the health plan he had recommended to the organization was a rather poor one from a national insurance carrier.

“How can someone in another state, who has never even heard of some of the health plans offered in our area, offer us the best service?” the HR director wondered.

She asked around and learned of a local broker with a good reputation. “Why, ma’am,” said the broker, “Didn’t you know? There are local plans that can offer you richer health benefits for the same premium as you are paying now, for your four local employees.”

The local broker also pointed out that he could serve the organization better because he knew the area. “If I’m going to succeed as a broker, I have to help my neighbors find the best plans for their needs,” he said to her.

So, the organization offered a local health plan with better benefits to their four local employees, enriching their lives. They also changed their broker to the local fellow who was far more responsive to their needs.

This is just one small example of why it’s so nice to work with local people you can reach in person. Local service has been key to WHA’s success.

Do you have a cautionary health insurance tale? Please share! Leave me a comment below.