February 12, 2010
On a cold, blustery day in early January, with snow flying in the air, William walked into the office of an insurance broker that his friend had recommended to him. Bill’s friend had told him that the broker was a Medicare expert, and just might be able to help him with his problem. Bill, although he was well aware of his upcoming 89th birthday, still thought of himself as being fit and energized. It’s just that some things — a few things — were starting to get “away from him” a bit. Like forgetting to pay the premium on his Medicare coverage.
Luckily the broker was in and Bill begged for a few moments of his time. Bill’s problem was that his Medicare Advantage coverage had been terminated. In Bill’s right hand was a large ziplock plastic bag, stuffed with his prescription bottles. How was he going to pay for these if his coverage had been canceled?
The two sat down and Bill layed out his problem. He had been covered under one or another form of Medicare Part C with Kaiser Permanente since he’d turned 65, but they had just disenrolled him for nonpayment of premium during the last quarter of the previous year. Without his Medicare Advantage with Prescription Drug coverage plan, how could he pay for his medications? Bill’s income from Social Security was small, and he supplemented it with a few extra dollars he got from running odd jobs.
Bill explained that he had gone into Kaiser the day before and had paid his back premiums, but that they didn’t reinstate him. The broker listened carefully to Bill. He could tell that Bill, while still “spry” was affected by diminished capacity. The broker explained that Bill still had Medicare coverage, it was just that the Medicare Advantage plan had been canceled. He let Bill know that Kaiser does not participate with brokers, but that he would make a couple of calls to see what might be done. After all, it was still early in January — perhaps it was still early enough for someone at Kaiser to work something out. The broker called Senior Services at Kaiser first, but was told that there could be no exception.
Next the broker called Medicare. Again, no exceptions, but suggested that he call Social Security — they might be able to “figure something out.” The broker called Social Security. The Social Security agent at first resisted the conversation, asking what the broker expected Social Security do if Medicare wasn’t willing to do anything. At last the broker got the agent to examine Bill’s income situation and agree to send paperwork to Bill so he could apply for extra help. If Bill qualified for “extra help” he could enroll in another Medicare Advantage plan, but that application might take a few months to process. If Bill could get extra help, he would be able to apply for new prescription drug coverage.
Strike Three? Finally, the broker sent an email to the head of the state SHIP office. Later one of the SHIP consultants called and the broker layed out the situation again. The consultant suggested a procedure to file a complaint and let them try to work it out. The broker did this and sent it to SHIP — fingers crossed.
The SHIP consultant called back a week and a half later and informed the broker that Kaiser and CMS (Medicare) would reinstate Bill. The broker called to let Bill know, and lead him through the steps Bill would have to take to avoid this problem from ever happening again, by having the premiums withdrawn automatically from his Social Security check. The broker also helped Bill fill out an application for Extra Help with Social Security — which was approved, and came in just after the notification of Bill’s reactivation of his MAPD plan.
Bill asked the broker what he owed him. The broker thanked Bill for the offer, but there just wasn’t anything else he needed to do. As the broker shook his hand and wished him a good weekend, Bill’s voice broke and his eyes welled up. Well, remarked the broker, maybe you might see if you could send over a referral every now and again. Fortified, Bill said he sure would, and left with a big smile.
Well — the moral to this true story is that it was an insurance broker that was willing to help a person facing financial hardship by using his expertise to solve a problem — a problem that the carrier and the two most directly involved branches of government were not willing to correct. For the broker, there would be no opportunity to receive compensation for the 15 hours of work that it took to resolve the issue. It was the broker’s expertise that was used to find the help Bill needed by working with a local government agency that Bill was never told about and would never have found on his own. Are brokers valuable — absolutely!
R Allan Jensen
Denver CO




