Dawn Boyd

My job is to answer calls from our clients regarding their LTC policies. I go over what their policies cover, Rate Increases, run quotes and initiate Claims. I love what I do. You have to in this environment where you are dealing with emotions from clients who are extremely angry due to rate increases to sadness due to illness of a loved one and now having to initiate the claim. I love educating our clients in regards to what they actually purchased. Sorry to say, but often times the FA who sold them the policy does not have a handle on what they are selling and often gives wrong information....one being the Elimination Period. Our Clients are often told that Medicare will cover their EP....sorry, that is not always true. Medicare only covers if there was a short hospital stay and then discharged to a Rehabilitation Center or Rehab in the home and even then, Medicare may only cover 20 - 100 days. This is the greatest complaint I deal with on a daily basis when initiating claims for someone with a high EP, "My agent who sold me this policy said that medicare would cover the entire EP" It is my job to take this bad information and help them understand how it really works and end the call on a good note. The best part of my job is the accolades from Clients that were very happy with my service and those who called in angry at the beginning of a call now complimenting me at the end of the call that their faith is restored in my company because I was able to turn something around for them....I love what I do at John Hancock and when you hear from your Clients that they can tell you love what you do.....makes for even a great satisfaction!