Stephen Howard

COVID-19 has brought our industry, in some cases kicking and screaming, to an important tipping point—quicker adoption of myriad tech solutions. Initially to scramble for systems to manage widespread work from home accommodation, initially hopefully for a relatively short time, but further to aid distribution in maintaining sales levels as reality birthed a seemingly ever-increasing atmosphere of caution making traditional face-to-face interaction almost completely untenable. Although many advances were already in the pipeline, the pandemic accelerated adoption at a previously unimaginable rate (at least to this peripheral observer).

Countless research studies have indicated younger generations’ embrace of doing online research themselves prior to contacting an insurance professional coupled with firm expectations of a much quicker buying process from application to policy delivery. Many necessary speed-to-issue processes were already established pre-pandemic and being diligently refined to suit these generational markets to the benefit of all stakeholders. For just one example of how new tech initiatives are shaping expedited service to consumers, I urge you to read Ken Leibow’s insightful Tech-Tock… column in this issue. Truly exciting stuff for our industry.

But sitting across the table or desk from an agent was still widely viewed as beneficial by most consumers as the insurance professional still offered the significant advantage of a wealth of experience and product knowledge well beyond the scope of all but perhaps the most diligent amateur coverage Clouseaus. And while Nick and Nora could easily find pet insurance for Asta, and possibly unearth a comprehensive body of evidence on life insurance, at best they were still just “rounding up the usual suspects.” It would be a fortuitous revelation for them to include asset-based long term care in their lineup, and traditional long term care insurance or disability income coverage never even made it into the precinct for questioning.

That’s where you folks came in—you are the extremely reliable sources who could point them in the right direction to consider all the angles and be sure all the possible solutions are explored. Further, you are the security professionals tasked with protecting their lives and their families from as many dastardly events as possible. You are the ones who know who all the possible culprits are and how to best thwart their potential financial and emotional impact—and thus you are still indispensable.

But even Hercule Poirot would have had a heck of a time solving the Murder on the Orient Express via a Zoom call. Your job has become more difficult when social distancing morphs into few if any face-to-face meetings. More power to you if you haven’t felt the impact. I consult with the family’s agent via email, phone and text, but when I needed a sheaf of policy forms for my mother he dropped the folder on my porch, backed off, and then we had a very brief, mask-garbled conversation outdoors eight feet apart or more. Not exactly prime relationship nurturing stuff.

Good friend Dave Murphy has some great tips in this month’s Purpose-Driven Professionals… column that I would urge you to read. To compensate for the lack of in-person meetings, he offers some great insight on maintaining (and building) relationships with your clients—stepping up your game while utilizing your other communications sources—to be sure that forced “out of sight” doesn’t mean “out of mind” for you and your clients. Now our secondary relationship reinforcing vehicles like social media and email, as well as primary communications like phone calls and individual personal actually stamped cards and letters, can be even more beneficial as connection sources to help fill the crevasse forced between us by COVID-19—but I believe that personalization is the key. Our communications need to reinforce that we still care rather than be perceived as simply reminders that we’re still “out there.”

I’ve been on exactly one Zoom call so far (I suppose I should be ashamed to admit that), and I spent agonizing moments deciding on an appropriate background, arranging my laptop to be sure it showed my semi-impressive library in the background rather than the cluttered kitchen where I actually work, but spent an inordinate amount of attention hoping one of the dogs didn’t crap on the floor behind me on camera. I do enjoy the facetime calls with my wife’s family, but it was a painfully inadequate substitute for actually being there for Christmas. There are currently more than 400,000 reasons that this pandemic sucks much more important than me missing spending the holidays with my beloved inlaws. Too damned many people missed the company of family and friends permanently and in their hour of greatest need for that comfort.

My hope is that all these tech advances that are helping us cope don’t become so ingrained that we, as an industry, come to rely on many of them increasingly exclusively rather than rebound when we can and return to face-to-face interaction. Ours is a relationship business, and a smile and a handshake are integral to developing the depth of caring relationships that bolster our drive to continually protect families and businesses from financial ruin. Those relationships garner referrals—some with challenges not particularly formula fitting. More important—it simply must not evolve to become merely a transaction. An interview with a disembodied voice, a needs analysis survey form and a series of clicks.

One great “consolation prize” for missing a vast gathering of dear friends in Vegas to celebrate my recent harrumphtieth birthday was a fantastic app my wife found—VidHug.com. She got her family members and 37 of my dearest industry friends to post individual Happy Birthday videos (many misguidedly sweet and encouraging and others…not so much so) which she then converted into a single video presentation. It was truly the best birthday present I’ve ever received. I heartily recommend it—especially at this time when we’re forced to stay physically distant.

I sometimes sneak out of the house to the grocery store before my wife can complete her InstaCart order, and I increasingly awaken to find myself being “that guy” who is holding up the line by expanding on the customary conversation with the meat counter guy, or the deli girl, or the cashier. I hope this crap lets up soon (hopefully before I’m banned from Price Chopper) because I really miss seeing the great friends I’ve made in 38 years in this business…and I bet you do too. [SPH]

Congratulations Chip Milner!

It is my distinct pleasure to congratulate Seixas G. “Chip” Milner, Jr., the recipient of the 2020 Douglas Mooers Award for Excellence. The National Association of Independent Life Brokerage Agencies (NAILBA) honored Milner, Chairman of the Board, The Milner Group, Lawrenceville, GA, at a virtual awards event held December 17, 2020, as part of the association’s annual meeting, NAILBA 39: ENGAGE.

The annual award, NAILBA’s most coveted and prestigious accolade, honors distinction in brokerage and is presented to the individual most committed to furthering independent life brokerage as a distribution system, and who demonstrates an exemplary record of community service.

“The people in our industry are among the best I’ve ever known,” Milner said in his acceptance speech. “Many of the men and women I respect most are past recipients—some of them, my dearest friends. With great humility, I am honored to accept this award. I hope and pray this philosophy and the calling of this industry will continue for generations to come.

Milner should know about generations of service to the brokerage industry—The Milner family becomes NAILBA’s first to realize two generations of Mooers Award winners. Chip’s father, Sexias G. Milner, one of NAILBA’s founding members, was the first ever recipient of the honor, bestowed at NAILBA’s fifth annual meeting in 1986. Chip’s son, Sexias “Chad” Milner III, named President and CEO of the Milner Group in 2017, served as NAILBA’s 2020 Chairman. One wonders if his astute handling of the agency’s reigns and his undeniable dedication to the brokerage business may very well portend a third Mooers Award in The Milner Group’s future!

Chip Milner graduated from King College in Bristol, TN, in 1974 and went to work for AXA Equitable in 1975. In 1976 he began working for his father, eventually becoming President and CEO of The Milner Group in 1990. He served as Chairman of NAILBA in 2001 and is a member of the Risk Appraisal Forum and various other brokerage industry boards. The Milner Group is an integral part of LIBRA Insurance Partners and was among the first members of LifeMark Partners (which merged with BRAMCO Financial Resources to form LIBRA in 2019)

Milner is a proudly ordained elder in the PCA Presbyterian Church and is a past member on the Board of Trustees for Montreat College and Westminster Christian Academy. He loves spending time with his wife, four children, and seven grandchildren, as well as playing basketball, general aviation, and going on mission trips with his church.

Broker World and the Howard family have been blessed to be associated with the Milners since the magazine’s inception in 1980. Broker World Founder Bill Howard considered Sexias Milner Sr. a great friend and instrumental in the decision to start the magazine. In my 38 years in the business I’ve developed a great admiration for the family and the agency, and I’m proud to be able to call the Milners my friends. Bravo for the Milners, and my heartfelt congratulations to Chip for an honor richly deserved! [SPH]

God bless the folks out there I see on local news channels offering so many great ideas on how to make the best of our current situation and suggest ways to make great personal progress in circumstances I don’t think many of us not in or seeking public office would have ever remotely considered advantageous.

Had I been even vaguely so constructively inclined I’d have a style-magazine-feature-worthy sock drawer, a bountiful vegetable garden, a house cleaned, organized, renovated and decorated to suit any obsessive-compulsive’s wildest dream, and would have learned to cook (all organic) as if Cordon Bleu trained since birth. I’d have finished (hopefully Volume One of) my memoirs, become professionally proficient at some artistic medium and hand crafted all of my outgoing christmas presents at such an appealing level that one could actually believe recipients when they said they loved them. That awkward pause and hitch in their voices would be representative of genuine disbelief and overwhelming gratitude rather than mentally shifting gears to desperately find a way to believably compliment some adult equivalent of the dreaded macaroni sculpture.

Like I said, God bless those folks…but I’m still stuck too often in “Boy, 2020 really sucks.” My wife, apparently presciently named Hope, on the other hand, does seem to find ways to make the best of the situation while still recognizing that things are not as she would wish—all adulty-like. Although neither of us has eaten in a restaurant since early March, haven’t traveled more than 25 miles or so on a “trip” or been to the nail salon, hair care professional, or dental hygienist, she did decide to have a foot surgery she had been postponing (and soon another) because she, “Might as well…I can’t go anywhere anyway.” She’s doing everything in her power to convince herself that it will be nice for a change to be home for the holidays rather than enjoy an extended visit with her wonderful family in North Carolina. She disgustingly has almost all of her Christmas shopping completed (online)—and wrapped!—and, ever the fashionista, has taken great strides to upgrade her loungewear. I should really feel like the Country Mouse I suppose in my years-old sweatpants and ironic (or moronic) T-shirts. One of the talk show pinheads has suggested that going ahead and decorating for Christmas early might be a good way to pick up one’s spirits. Might be a good way to make me pick up dozens of bins of decorations and make a thousand trips up and down the basement stairs a week before Thanksgiving. Hark. The Herald Angels sing.

The logical (and grateful) recognition that Hope and I are much more fortunate than literally millions of Americans isn’t lost on me, but there is so much dyspepsia-producing content across all media that it seems Pepto Bismol should be at least as difficult to find as Wet Ones, Purell and Charmin. A deadly virus released, whether intentional or not, upon the world by our most dangerous political and economic adversary has deeply affected the world, our country and our industry.

The silver lining for insurance professionals is that our industry has, throughout its history, found ways to adapt to changing circumstances, be they interest rate suppression, challenging legislation or evolving consumer wants and demographics. Many of the changes being “forced” upon us now are the very things that can make the industry and our products and processes more appealing to younger generations. (More insight on tech innovations and adoption can be found in Mike Bridges’ excellent Tech-Tock column this month as well as Marc Glickman’s article Dear Actuary.) One would hope that the COVID-19 pandemic at least brings consumers’ awareness and acceptance of their own mortality more to the forefront and generates greater willingness to protect their families’ financial futures through life insurance, annuities, disability income coverage and long term care planning.

Signs of a vaccine in the near future are greatly encouraging, but still uncertain are the actuarial and underwriting impact the virus will have on product pricing, design and availability, how the economy will react to the policies of what will apparently be a new administration and what impact that will have on many products’ appeal to the consumer, and, frankly, what measures our politicians will take, rightly or wrongly, to control the public’s behavior ostensibly to curb the spread. An aggressive lockdown approach will affect the finances of many people who may otherwise be customers—fingers crossed that it be for a relatively short time for as many as possible. Food…er…trumps…insurance.

What won’t change is the drive and determination of insurance professionals like yourselves to get families protected through the purchase of your products. America’s courageous first responders and healthcare workers are certainly getting paid to respond in this crisis, but I doubt many of them are thinking of the money as the prime motivator as they tend to the afflicted. One truly beautiful sight during this pandemic moved me to the core—the coverage of people standing on their balconies to cheer and salute these brave souls as they emerged at each shift change. I choose to believe that, similar to those professionals, although the money might be nice, you are driven by the belief that you serve a higher purpose. I salute you, and may God bless you and keep you safe today and in the challenging year ahead.[SPH]

As if this damn pandemic hasn’t given us enough sad news, it is my somber duty to relay the passing of my friend Dave Wickersham, founder and CEO of The Leaders Group. Sad news indeed, particularly for those many, many advisors and BGAs who got to know him while working in the variable life space. Per Dave’s son and TLG President Sean Wickersham, Dave passed away recently due to complications from a cardiac event.

Dave Wickersham earned a bachelor’s degree in Zoology, with minors in Chemistry and Business, from the University of Northern Colorado where he also both played and coached football. He married his best friend, Berny, in 1976 and had one son, Sean, in whose capable hands The Leaders Group will continue to thrive despite this tremendous loss. In his spare time Dave enjoyed reading a great novel, mountain biking, wine tasting, shooting handguns, and fly-fishing.

Dave began his financial services career in 1979 as an underwriter for State Farm, then moved to E.F. Hutton where he worked as a financial advisor, life specialist and manager. He subsequently had the opportunity to help create an independent broker/dealer in Denver and worked steadfastly and diligently to bring life insurance and securities distribution closer together.

An avid supporter of life insurance, in 1994 Dave founded The Leaders Group with the focus of helping to distribute variable life through BGAs, a model that has thrived. In the 26 years that the firm has been in business it has grown from working with just a few agencies to now being recognized as the largest distributor broker/dealer in the world for variable life insurance and the premier broker/dealer for BGAs with more than 160 agencies calling it home. Dave also established a very robust retail arm that helps financial advisors thrive in the independent marketplace. The Leaders Group also hosts an annual Private Placement Insurance Forum in Las Vegas, attracting dozens of the industry’s top experts serving the affluent market. The annual forum features speakers and breakout sessions facilitated by experts in product development, investment options, and sales positioning and offers product solutions that provide tax efficiency and increased accumulation opportunities.

In addition to The Leaders Group, Dave was a founder of The Life Insurance Center, a Colorado based application fulfillment center built for BGAs, and started and served as the CEO of TLG Advisors, Inc., an SEC Registered Investment Adviser that provides investment management and financial planning services for individuals, corporations, and retirement plans.

Dave Wickersham’s driving motto was “Doing the right thing is always the right thing.” I first met Dave at a LifeMark Partners (now merged with BRAMCO Financial Partners to form LIBRA Insurance Partners) meeting and he and his associates quickly became my go-to source for variable life articles. I grew to know him as a wonderfully gregarious and welcoming friend with a limitless wealth of knowledge of our industry and its workings as well as the incalculable patience to try to explain any number of its intricacies to one—me—not nearly as intellectually gifted as himself. I’ll miss most his broad smile, his deep, boisterous laugh and his marvelous quick wit. Rest in Peace my friend.[SPH]

(In lieu of flowers or other gifts of condolence, the Wickersham family prefers donations to be made in Dave’s honor to Samaritan’s Purse.)

I have a lot of friends on the west coast and I include them in my prayers every day, although I usually blanket the whole area, much as the thick smoke continues to do, and throw in “Please watch over all those I care about and keep them from harm.” I am truly humbled by the blessing that my work in this industry has given me so many dear friends there that I can’t easily count them all. And I can say that about pretty much most of the country.

Being a small business owner myself, I also feel a pang of sorrow almost daily as I hear about COVID-19 and attendant restrictions, or man-made fires, forcing many to abandon their dreams and service to their communities permanently. Also I have, as I imagine we all do, friends and important acquaintances outside of the business who are struggling mightily to keep their lives together in the face of either greatly reduced hours or unemployment brought on by the pandemic. Much like any trip I take to the animal shelter, I wish I could comfort and help them all.

My problems (ignoring the obvious personality issues) and the impact of COVID-19 on same really pale in comparison to so many others in our country today. And I think those serving in the insurance business are predominantly very fortunate that lockdowns, and mask mandates, and social distancing, and above all fear in general, have such a lesser impact on our ability to do business than the vast majority of small businesses we pre-COVID might have taken for granted.

Fear delusionally disguised as caution severely limits our nearly clandestine escapes from self-imposed virtual house arrest, skulking, like Frodo and Samwise in Mordor, to the post office, pharmacy, grocery or (gulp) Target and then immediately thoroughly rinsing in our shower/Silkwood decontamination stall. I’m firmly convinced that my wife would insist upon a full hazmat suit…if Lilly Pulitzer would only make one. Now not only do I not get to eat in restaurants, but Hope’s prevention protocols now enforce the mandate that even curbside carryout must now be either eaten tepid or reheated. Nothing flavors the pandemic like an already swiftly sogging Double Whopper further deconstructed in the microwave. And she’s a rabid mask Inquisitor, which I try my best to accommodate, but there are so many ordinances imposed on my already meek acquiescence that I’m constantly cowed by one inadvertent heretical violation or another. I find it quite the paradox that she’s perfectly fine with me cleaning raccoon poop off of the deck but goes all Torquemada on me if I touch the outside of my mask. Almost makes one misty for the halcyon days of E. coli and Salmonella.

As I’ve alluded to previously, my wife Hope hasn’t been to her nail salon nor me to SportClips since early March. Neither have we eaten a meal in a restaurant. I can’t remember the last time we saw a movie in public, and now speculation exists that the movie theater as a neighborhood entertainment source may be fading away forever. I contend, however, for all the new streaming, and on demand options, and cheap financing for huge TVs, and being able to watch in your jammies…I, and I bet you too, can’t make popcorn that tastes anywhere near as decadent as the large tub with “butter”—in the middle and on top—that you got from the annoyed teenager at the concession stand. I’ll come to miss that exasperated sigh and rolling of the eyes.
And how I miss traveling. I now formally apologize for nearly every single thing said bemoaning the rigors and pitfalls of our business trips (except for those reflecting my ironclad hatred of and resentment toward United Airlines). It has really hit home how much I miss it and miss seeing all the wonderful friends granted during almost four decades serving this great industry.

I have no idea, as none of us does, when actual real live in-person meetings will recommence, and even personal travel has been forbidden by Der Kommissar. Airports are viewed as mini Chernobyls, airplanes as modern day leper colonies, and now…because of Coronavirus…not because of any of the other obvious legitimate hygienic reasons…gas station and truck stop restrooms are immeasurably beyond consideration. So no road trips.

By now we would have visited about ten of America’s great cities and be looking forward to four or five more, including Hollywood, FL, for our favorite meeting—the annual NAILBA conference. But NAILBA Chairman Chad Milner, The Milner Group, Lawrenceville, GA, and NAILBA CEO Dan LaBert, inspired lemonade makers both, have announced an ambitious and extravagant virtual alternative.

NAILBA 39—ENGAGE! A Virtual Experience—Soaring To New Heights! NAILBA 39 is moving from in-person to a virtual event—three days extended to three months, complete with a virtual exhibit hall, live events and on-demand content. General admission will be complimentary to all industry professionals, promoted not only to NAILBA’s members, carriers, vendors and staff, but to a circulation list of 340,000+ industry professionals. Highlighted will be specific themed days of panel discussions, keynotes, workshops, and one-on-one talks. Launching November 19, the annual meeting will continue its commitment for bringing together the independent distribution community for business, networking and professional development.

Given virtual has no time restraints, NAILBA is seizing the moments and expanding the time for engagement between exhibitors, sponsors, and attendees from November 19 to February 24, 2021. This creates a whole new level of ROI for exhibitors, sponsors and especially attendees, giving a whole new meaning to the word Engage. NAILBA—Where Independence shines, relationships are built and business gets done. Online and on your time schedule the virtual platform allows for viewing on any device, at any time. Throughout the three months NAILBA 39 will offer live and on-demand activities for continuous engagement with the market 24/7. For more information please visit www.nailba.org.

I must confess to a certain eagerness to see what type of a mosaic is created by having 1200+ faces illuminated together on my Zoom screen. Hopefully the individual images will be so small that no one will be able to tell that I’m still in my jammies. [SPH]

It probably won’t make the AP wire that the role of a monthly trade publication isn’t #breakingnews. There are a number of industry eZines that fill that role.

Over almost 38 years I’ve been blessed that God has placed in my path a true wealth of friends and industry experts to help achieve this publication’s mission to provide insight, motivation, encouragement, hopefully occasional entertainment, and in the end useful, actionable information.

Any list of Broker World contributors must start with “Dr. Bob” Goldstone, impaired risk sage, who recently penned his 350th column for Broker World! His columns form most if not all of my awareness of and dedication to the crucial role the brokerage business plays in finding coverage for those with less than Preferred health. A wealth of useful insight into the benefits spectrum was, until recently, provided by Jan LeTourneau and is now offered by her astute associate Jason Folks. We get great tech insight from Mike Bridges and Ken Leibow…who are good enough friends to be able to look past my predilection for technidiocy.

The DI world was served on these pages elegantly for many years by great friend and industry icon Harold Petersen, now expertly handled by two of my dearest friends, Eugene and Michael Cohen. Eugene has trained literally thousands of agents in the intricacies of disability sales and Michael now leads one of the country’s very best brokerage general agencies. (And Shirlee Cohen is one of the most awesome women I have ever met.)

I’m truly blessed to have met Dave Murphy at an NBA meeting 20+ years ago—Dave offers readers practical, insightful sales encouragement derived from basic human nature and enlightened spiritual principles. “New” friend (10 years out of 38 makes him still a relative freshman) Charlie Gipple is basically six foot six of extended cranium jam-packed with knowledge of indexed products and presentation techniques that he masterfully intertwines with personal experiences and metaphors drawn from his life.

And then there’s Hagelman. A self-proclaimed curmudgeon (that’s a fancy word for “cranky old fart”), Ron has truly and sincerely dedicated his life to developing, educating, motivating, and arming our industry’s consummate sales professionals to help mitigate the potentially devastating impact a long term care event can have on both patient and family. And, ever since I asked him to be best man at my wedding, he seems unabashedly able to ask for favors in return.

His current subtle yet transparent attempt at (worthwhile and welcome) emotional extortion takes the form of an industry wide collaboration on a National Advisor Survey: “What Is The New Normal In Long Term Care Planning?” The survey is sponsored by Oliver Wyman actuarial consulting and Ron along with partner Barry Fisher of Ice Floe Consulting. The project is being advised and supported by NAILBA, NAIFA, numerous traditional and combo carriers and key distribution friends. And me. This agent/advisor-focused sales analysis is designed specifically to help reveal the mysteries of the structure and motivations of buying behavior from those who make the sales happen. You.

I urge you, as caring industry professionals dedicated to helping consumers protect against all manner of potential health and financial crises, to allow 10 minutes of your doubtless busy schedules (not counting the hours it will take to type https://www.oliverwyman.com/our-expertise/insights/2020/aug/long-term-care-planning-survey.html into your browser) to answer the survey. Even if you do not participate actively in long term care planning, please contribute your personal strictly confidential insights into “Who is selling What? To Whom? Why? And How?“ In return Ron and Barry will forward the complete research results from the largest survey of it’s kind to help you increase your own sales success. This represents an opportunity to better understand and improve your approach and own a valuable trove of in-depth actionable intelligence.

Further, I ask that you spread the word on your industry-focused social media accounts and share the survey link with your broker/advisor peers.

Our industry has many excellent sources of research data—LIMRA, The Society of Actuaries, Milliman (the source of Broker World’s annual LTCI product surveys along with Claude Thau), and new friend Sheryl Moore, Chief Storyteller at Wink, Inc., and Moore Market Intelligence—to name just a few. But to date none have undertaken a survey exploring this facet of the long term care expense abatement crisis that can only continue to become more crushing as Boomers age in. We need intel to achieve comprehensive understanding of the challenges and successes experienced and overcome by you—the active, caring insurance professional.

If you truly have the patience of a saint, please feel free to input https://www.oliverwyman.com/our-expertise/insights/2020/aug/long-term-care-planning-survey.html into your browser. If today you find yourself somewhat short of that ideal, you can go to www.brokerworldmag.com and click on the survey link there. [SPH]

Seems like you can’t swing a dead possum without hitting a COVID-19 article these days. The pandemic is still dominating our industry’s communications and driving a host of changes to the way business gets done while hopefully reinforcing and redoubling efforts to meet consumers’ needs. Both mortality and morbidity have been stabbed into our Nation’s consciousness more virulently than at any time since perhaps September 11. It is much harder now to vaguely compartmentalize the risk of becoming perilously ill…or severely injured…or dead.

This is particularly poignant in light of the governors of New York, New Jersey, Michigan and others deliberately sending COVID-19 patients back into nursing homes, effectively turning them into some twisted geriatric version of the Carousel in Logan’s Run (Metro-Goldwyn-Mayer, 1976). “There is no Sanctuary…”

There is cast, in my mind at least, an even darker than normal spectre on institutional care, and while COVID-forced office closures provided the opportunity for many to work from home, as well as make their best effort to police remote learning for their “sticky people” (according to Hope, an online tongue-in-cheek projected cat reference to children), only a relative few who weren’t state government insiders were fortunate enough to rescue their aging loved ones before lockdowns turned many nursing homes into abattoirs.

Much has been researched and written about preserving choice, both in facility care and the ability to fund qualified care in one’s home for as long as possible. And the need has been tasered into the consciousness of those with even a modicum of conscience as never before. Our industry has a wealth of solutions to offer to those still able to medically qualify as many of them struggle to find alternative solutions for their loved ones already past that crossroad. We must find ways to circumnavigate reluctance, resistance and refusal to plan for long term care risk both in the agent force and the buying public. The silver lining to the mainstream media’s incessant fear mongering to discredit the President is that it should help you greatly in your efforts to sell these solutions.

To further aid you—our industry’s front line workers—Oliver Wyman actuarial consulting, in cooperation with Ice Floe Consulting (yes, Ron Hagelman and Barry Fisher) are conducting a new National Advisor Survey this September. A link to the survey will appear in next month’s issue as well as www.brokerworldmag.com. Also aiding in the endeavor are NAILBA, NAIFA and at least 12 prominent insurance carriers actively engaged in alleviating the financial risk of long term care. Preserving choice. Per Hagelman:

“We must remember that there are three parts to understanding what happened during the buying process. First, what are the buying predispositions? In other words, what do consumers say their preferences are in order to be willing to buy? Existing surveys do help identify a perceived wish list. Second, we do have good data telling us what consumers say were their rationalizations for buying. But, ultimately, the critical missing piece of the puzzle is what actually happened between these two perceptions. We need to determine what actually happened to convince them to buy.”

“This answer must come from those successful advisors in the trenches, on the front lines, making it happen. We need precise laser analysis to understand the motivational forces that are actually moving us forward.”

We want your help to take a hard look at what is changing in this market. This crucial advisor-focused analysis will provide timely current actionable intelligence to better understand best sales practices across the full spectrum of product from traditional to combo, hybrid and linked options. All those who participate will be provided with a first look at the final Survey report when released.

Please watch for the link and help us all give more families more choice in maintaining the dignity, comfort and, yes, safety for aging loved ones from this harrowing point in our history forward.[SPH]

My wife Hope is still pretty freaked out about COVID-19. She’s an ardent masker and views those who go without as beings essenced somewhere between the Walking Dead and animal abusers. She was ecstatic when I surprised her with fake Louis Vuitton and Chanel masks found on Etsy. With apologies to Iggy Azalea, She’s so fancy…You already know…She’s in the fast lane…From Lenexa to her weekly curbside pickup at Walmart… She reacts with Christmas morning glee when she sees Charmin available.

There are three pint bottles of off-brand hand sanitizer across the kitchen table from me, waiting to be placed in her stash. We haven’t welcomed friends to the house or spent the evening out in three months, and plans to visit both her family in North Carolina and my ailing mom in Oregon are on hold indefinitely. And it’s even worse than that…when I do escape the house to check the office mail at the PO Box, upon my return she Lysols the door handles and wipes down each envelope while I’m instructed to strip in the garage and slink straight to the shower.

2020 sucks so far, particularly from a self-centered excursion indulgence standpoint, but I don’t for a minute consider myself anything but extremely fortunate. To have my health, a loving wife, great friends, wonderful pets, a nice home, abundant food, a very satisfying job serving a great industry—and a loving God. The same God that is welcoming an unnecessarily high number of residents of nursing homes and care facilities to His Kingdom. The decision by some elected officials to force COVID-19 patients back into care facilities is abominable.

I in no way want to discount the pain and suffering of patients and families dealing with loved ones Coronavirus afflicted or, tragically, consumed, but as a publication serving the life and health insurance industry I have many questions about where this pandemic will lead us. I’m not an actuary, my penchant for groan-worthy puns notwithstanding, nor am I an underwriter, medical director or corporate investment guru…and my tech savvy borders on the absurdly self-stunted. Yet in the arena of COVID-19 implications for our industry I suppose I should be perversely comforted in the narrowing of the prescience gap between myself and our industry’s brilliant minds.

Let me begin by applauding the health insurance companies who chose to mitigate the financial impact of COVID-19 on their policy-holders (and concessions made by P&C companies as well, although I haven’t seen a check or a credit from State Farm yet). Kudos to life, disability and LTCI carriers offering relief in the form of delayed premium payment forgiveness. And, as Jason Folks relates in this month’s commentary, the delayed tax deadline offers more time to contribute HSA funds. But I do wonder how the virus will affect many other more foundational aspects of our industry. The list of questions is intimidating and well beyond my ability to comprehensively relate.

How deeply will further interest rate suppression affect carriers on existing blocks and affect future pricing and COI charges? How will unexpected mortality on this scale (hopefully temporary) affect myriad concerns going forward? Company ratings? Actuarial guidelines? Underwriting concerns including paramed requirements and processes, APS delays, foregone wellness appointments and increased reluctance to seek treatment for conditions not yet critical enough in nature? It would take extended chest pain or pulsed bleeding for me to consent to an ER visit, and both my wife and I have postponed our dental cleanings, vision checks and dermatologist appointments. Hope did need to visit her primary physician recently and while the protocols now in place offered some scant reassurance, the nurse’s aide’s appearance in a full Hazmat Suit did not!

Surely there must be some type of revision to underwriting guidelines and “credits” for the age ranges and statistically supported conditions that place one more at risk for COVID-19. Will the coronavirus make current LTCI pricing even more stable and prevent or mitigate future rate increases on existing blocks? One would think so. What will it do to cost of care though, in an industry already projecting a future shortage of skilled staff? How will short and long term DI be affected? Will COVID-19 either be an exclusion or impact rates on new business? Will health professionals, a sweet spot for DI, become a “back in the day…” morosity much as the MET business and annuity interest rates in the 80s have? Even I could come up with more questions, but I’m already looting my print deadline.

If 37+ years serving this noble industry has taught me anything, it is that we will be able to successfully adapt to either a post- or prolonged-COVID-19 marketplace, and innovate to meet the needs of customers seeking relief for their inevitable times of great turmoil and emotional distress. We will continue to care for the widows and orphans. Of this I am certain.

My very favorite (and purely coincidentally only) niece Sophia Grace (aka Pineapple Jimmy) was finally able to experience her COVIDly-mangled graduation ceremony—family and friend groups of six only ushered from their cars by appointment through deserted hallways to walk across a barren stage in an empty auditorium to receive her diploma from a masked principal to the iTunes rendering of Gaudeamus Igitur. Our fear of travel during the pandemic forced us to miss it, although the pictures unnecessarily confirmed that she still absolutely dripped fabulousity. It’s comforting to know that at least one other “certainty” remains immutable.

Dozens of daily doses of sanitizer and hand washing has left me epidermally reptilian—and I’m firmly convinced that the widely circulating “proper” hand washing directions were written by the same folks who author assembly instructions for IKEA. Hope hasn’t been to her nail ladies since the “lockdown” however, and she almost vengefully cut my hair on the back deck of our house with the dog clippers. She doesn’t even groom the dogs with the dog clippers.[SPH]

I have an addiction to what I deem amusing/sarcastic/witty/douchey T-shirts. There are many great online pushers, many of whom offer special COVID-19 inventory. To date my Tourettes-like optimism has allowed me to resist the straight “2020 Sucks” offering, although in my sporadic embrace of full disclosure I must confess to buying the shirt that had the zeros in 2020 represented by TP rolls accompanied by “THE YEAR SH*T GOT REAL!” (unasterisked, of course). It’s purchase triggered one of the rare times thus far when my wonderful, lovely wife Hope nearly burst with gratitude at the “Shelter at Home” order. If patience for her marital Albatross granted Sainthood, her aura would be blinding and her halo the size of Churchill Downs.

Thankfully neither of us is aware of having less than two points of separation between a known Coronavirus fatality at present, despite numerous cherished friends, family members and colleagues in high risk groups. My heart goes out to those families who’ve had to sit in their cars in hospital parking lots or sobbed at home while their loved ones died desperately alone in overworked hospitals or too slowly protected senior care facilities. My personal opinion is that Governors or other officials who mandated that COVID-positive patients be returned to nursing homes should be expeditiously tried and convicted of negligent homicide and, barring that, at the least should be perpetually widely vilified in the media as the mass murderers they truly are. At present only one television network even voices their culpability.

Hope and I were in one of our favorite cities, New Orleans, in mid-March for The Marketing Alliance’s meeting and enjoying our first reconnect of the year with many dear carrier and BGA friends. Our, and many attendees’, awareness and fear of the severity of the pandemic was severely stunted—NOLA had no publicized confirmed cases despite the Mardi Gras festivities of the prior week. There were no masks. No social distancing.Thankfully I’ve been told by the TMA staff that none of the attendees of that meeting have reported becoming infected. But on the opening night of what would be collectively our last meeting of the Spring (at least), I got news that my 83-year-old mother had fallen and broken her hip. We repacked our bags, said our premature goodbyes, and headed home to Kansas to substitute clothing (there’s juuuuust a bit of difference between the temperature in NOLA versus Oregon in mid-March) intending to depart for Ashland to comfort and aid Mom the next day. Amazing how just 24 hours can change things.

Shortly after our arrival home the breadth and speed of the spread and the perception of the seriousness of the viral threat increased dramatically, news coverage increased exponentially, and many states, including Oregon, banned visitors to hospitals and elder care facilities. There was no visiting Mom. Daily calls were all we had and there was no point in risking flights or the vast collective diversity of airports (particularly on a coast in my mind). Then came the local “Shelter at Home” directives, shuttering of “non-essential” businesses and the mad scramble for toilet tissue.

Mom spent about 10 days in the hospital including reconstructive surgery, then transferred to an elder care rehab facility (more or less against her will). A return to the hospital a few days later for a pulmonary problem (thankfully not COVID related) yielded a quick three day recovery but she was stuck there for more than a week while the rehab facility battled an influenza outbreak. God Bless those healthcare workers at that rehab facility for their prescient caution. When the flu was back under control she returned to rehab for almost a month before she finally became so pissed at her lack of control that she checked herself out against medical advice and returned to her home. I was pretty angry with her for her lack of cooperation with the staff and fearful for her safety at home, but had thankfully at least been able to arrange for her freezer and pantry to be stocked and a number of helpful home modifications to be done remotely thanks to her wonderful next door neighbors. Her doctor reports that she is doing better than he expected, and my daily phone conversations with her are infinitely more cordial and enjoyable. While there doesn’t seem to be much for either of us to report beyond the latest COVID-19 developments and the plots of various episodes of Law & Order: SVU, she is clearly much more comfortable at home despite the attendant risks and limitations.

And based on news reports I am knee-weakeningly relieved that she is no longer in a facility, even one as diligent as hers was, where the pooling of the most at risk can bring about true, hopeless horror.

There is undoubtedly much to be cursed at for the COVID-19 pandemic, but if there is anything to be gained for our industry from such widespread suffering let it be this: Carriers, wholesalers and agents (and publications) must redouble their efforts to help the public find both affordable solutions and the motivation to mitigate the long term care risk through insurance products to allow for home care for as long as humanly possible for as many as humanly possible.

It sure wouldn’t hurt if the Government embraced more fully a partnership with our industry and provided more incentives for consumers to embrace insurance solutions. And hopefully even slap the public in the face with the fact that the probability of a long term care need is infinitely and perhaps paradoxically more likely than a death from Coronavirus—and poignantly so if one has solutions in hand that maintain a decent degree of choice. But how realistic is that, really? Listening to the blatant self interest and political posturing on both sides of the aisle, how likely is it that legislators will disregard the risk of endorsing a for-profit industry they previously demonized to court perceived political gain from myriad groups of the disenfranchised, or conversely were hesitant to fully embrace for fear of being blasphemed by mainstream media sycophants? And my cynicism finds it even less likely that any type of non-subjugating and industry-friendly legislation providing significant relief for the long term care crisis facing the American public can make it through both houses of congress without attaching $35 million more for the Kennedy Center. [SPH]

I guiltily confess that my freezer has two cartons of, albeit modestly-priced, ice cream-one vanilla and one chocolate. Mainly because my wife is kind enough to periodically bake me brownies during this social distancing/safer at home situation. I’m powerless against a brownie in a bowl…a few seconds in the microwave…and then buried in vanilla. So far the chocolate is held in reserve as emergency rations.

Once a week we half-fearfully support one of our favorite restaurants by ordering a carryout meal. I can grill a mean steak or burger (Kingsford or don’t even bother) but my true barbeque skills are substandard at best, and living in Kansas City, where you can’t swing a dead possum without hitting a great BBQ joint, I’ve been thusly willpower-challenged almost since birth. (If you’re ever in KC, you’ve got to treat yourself to Fiorella’s Jack Stack Barbeque. BTW-they ship nationwide if you’re in one of those areas where meat seems scarce.

My wife and I are blessed that we have a full fridge and we’re enjoying various culinary adventures at home. Although, it seems paradoxical that creating healthy, home-cooked meals in lieu of fast food feasting is somehow making my jeans tighter. Must be the store brand detergent we recently had to substitute…

The mandated closure of Dream Nails and attendant sabbatical of proprietors Ashley and Holly has my wife in a tizzy, but somehow the near-future necessity of administering a haircut to me with the dog clippers fills her with, in my opinion, an alarming amount of sadistic glee.

God had the foresight to not burden a child with my parentage, but I still feel sorry for proms and graduation ceremonies cancelled, playoffs unplayed and championships dreamed of since toddling denied without contest. Although my favorite teams all sucked this year, I still mourn the loss of the NCAA basketball tournament. I had done my research and was fully prepared with expert picks and parlays for the ncaab this year, but God had other plans apparently. I’m just glad they didn’t cancel the Super Bowl!

But much more important now, the news is rife with stories of kids without school and thus many without meals they were counting on. Unimaginably long lines at understaffed food pantries, hurting for donations they usually count on from grocery stores that now have unnaturally empty shelves. Twenty-two million-plus people suddenly unemployed and relief checks slowed. Our industry is fortunate in that it isn’t a great departure for many if not all to work from home. I urge all to donate to local food pantries and school lunch substitute programs.

More than just our ability to work though, how blessed are you that your very occupation has placed you in a position where products you’ve sold can be drawn upon in a time of extreme and unforeseen financial need? But are you sure each of your clients with those products are aware that their past purchases can help here and now? Sounds like a great time to reach out with that reassurance and perhaps see if you can help them or those they care about with any other insurance needs.

As a nation we’re extremely challenged right now. Each state of our nation has its own restrictions on necessary versus non-essential store front businesses. Grocery stores, gas stations, and pharmacies seem standard. Firearms and ammunition as well. Only one state that I know of has banned liquor store sales. Clothing somehow seems to be less essential, unless in a WalMart or Target, and even then some states mandate blocking off all areas except the grocery section. Michigan’s governor is rumored to be one of those, and yet weed dispensaries are deemed essential. My mom lives in a “Pot’s Cool” state and I’m sure their ganja stores are flourishing. “They” say that the liquor business (and by projection likely the “Wacky Tobacky” as well) is recession-proof. And well taxed, but I digress.

Without revealing any more of my personal bias and before I further alienate all the hacky sack sandal-candle crowd, my point is simply this: While states fight their own battles about essential versus non-essential businesses, and when to open up various parts of their economies, I find it very disquieting that Congress isn’t permanently in session during this pandemic. Beyond the fact that I personally see it as a “thumb your nose” to the electorate, don’t both sides of the aisle see the irony implicit in shuttering all but “essential” businesses while allowing political obstruction by absenteeism? I encourage you this November to demonstrate to any of your elected officials who participate in this obstructionism in time of crisis that they are, in fact, non-essential.[SPH]