When life takes an unexpected turn, the claims process can feel overwhelming. In this episode of Life Chat, we pull back the curtain on what really happens behind the scenes. Join hosts Anna Coleman and Laura Timmins as they sit down with Steve Brown, VP of Underwriting & Claims, and Denelle Short, Senior Claims Administrator at EMC Life.

You’ll hear:

• Why relationships matter in claims and how empathy makes a difference.
• How EMC Life ensures fast and fair payouts.
• Heartfelt stories about how lives were changed by unexpected benefits.
• Plus, how charitable contributions can make an impact beyond the policy.

Whether you’re an agent, policyholder or just curious about how life insurance claims really work, this episode offers a candid look at compassion, compliance and the human side of life insurance.

Listen now and discover why relationships truly matter.

This episode of Life Chat, part of EMC Life's Relationships Matter campaign, highlights the importance of exceptional customer service in the life insurance industry. Hosted by Anna Coleman and Laura Timmins, the episode features Steve Fox, Customer Experience Supervisor, and Steve Miller, Life Sales Consultant, as they discuss how building trust and strong relationships drive business growth and generates referrals.

It's our 40th episode and it's a big one. EMC and EMC Life have teamed up to take Life Chat on the road to Michigan. Join Brian Dimmick and Kirt Till as they talk to Michigan Big I leadership and agents attending the conference. Our guests share intriguing real-life stories, valuable client relationship advice and trends they see impacting the industry. Don’t miss this special episode.

Guests (0:49) Aaron Vorce – Commercial Client Manager – Van Wyk Risk Solutions (8:23) Pat Green – COO – Core Insurance Group (10:04) Tom Sokol – Agency Principal – First Independent Agency (16:28) Barbara Walker – President – Big I Michigan (20:42) Jared Burkhart – CEO – Big I Michigan (31:47) Amy Bobel – SVP MI & OH – Keystone Insurers Group (37:31) Ron Devers – Business Development Executive – PMCA Insurance Services (43:44) Andrew Ceo – Co-Founder and VP Sales – Hemlock Insurance Group (48:33) Monique Colizzi – Business and Risk Management Instructor – Wilson Talent Center

Longevity is key to building strong relationships. When customers feel valued and cared for, they are less likely to switch providers—resulting in higher retention rates. Join Brian Dimmick, EMC Territory Management Consultant, alongside Kirt Till and Patrick Murphy from the EMC Life Sales Team, as they share valuable insights on maintaining customer loyalty in a competitive market.

The life insurance industry relies heavily on trust. Customers need to feel confident that their advisor will have their best interests at heart, act ethically and handle their finances with care. Strong relationships built on empathy, transparency and reliability are essential for fostering this trust. Join Gary Hoeger, Life Sales Specialist with EMC Life, and Erin Dop, agent with Fullenkamp Insurance, as they discuss the importance of fostering trust with customers.

Offering your customer a variety of products can increase customer retention and enhance customer value by addressing multiple insurance needs in one place. To help guide our discussion we have invited Kirt Till, Business Development Consultant with EMC Life, and Missy Creel, Territory Management Consultant at EMC. Join us to learn how adding life insurance to your portfolio provides complete coverage for your customers and insures them every step of the way.

No two life insurance needs are the same. Each individual and family has unique circumstances and financial plans. Join Steve Miller, life sales consultant, as he provides helpful tips on how to approach your customers about life insurance and picking the right product that fits their needs.

Relationships matter in the life insurance industry and building strong relationships with customers is the cornerstone of success. However, there are elements of life that present challenging conversations. Life insurance deals with a sensitive topic—death. People are naturally hesitant to discuss such a personal matter with someone they don't trust or feel comfortable with. Strong relationships create a safe space for open and honest conversations about needs, anxieties and goals. Join us as Lanae Strovers from the National Funeral Directors Association provides important information on how to approach this topic and offers useful tips which will result in a positive experience for you and your customers.

Visit EMCLifeRelationships.com to learn more. If you have any ideas or questions for future podcast episodes, please email us at lifechat@emcnl.com.