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Aetna Senior Supplemental InsuranceFEBRUARY 2022THE HEART OF THE YEAR"American Heart Month provides animportant opportunity to emphasizethe sharing of best practices,aligning measurements, advancingimplementation strategies, andproviding leadership to focus on theburden of cardiovascular disease.”- American College of CardiologyFebruary is known as AmericanHeart Month, a time when ournation spotlights heart disease, thegreatest threat to Americans andthe number one cause of deathworldwide.¹ President Lyndon B.Johnson established Februaryas American Heart Month underPresidential Proclamation 3566, tendays after Congress issued a jointresolution requesting the Presidentto issue an annual proclamation.²This action, now commemorated inthe 58th consecutive February, was apivotal point in the nation’s approachto addressing cardiovascular disease.Nearly 18.6 million people died ofcardiovascular disease in 2019,the latest year for which worldwidestatistics are calculated. That's a 17.1%increase over the past decade. And523.2 million cases of cardiovasculardisease were reported in 2019, a26.6% increase over 2010, accordingto the American Heart Association.Every February, the American HeartAssociation and other like-mindedorganizations across the countryemphasize the importance of hearthealth, the need for more research,and the efforts to help millions ofpeople live longer and healthier.continued on page 2
HEART FIRSTTY WOOLDRIDGE“To be successful, you haveto have your heart in yourbusiness and your business inyour heart.”– Thomas J. WatsonThere comes a time in theearly days and weeksof every new year wherePresident andyou’ve finally put away all theChief Marketing Officerdecorations and emptied yourhouse of all your extendedfamily, and you realize you need to get back to work. Forsome of us, it’s not very long after New Year’s Day andfor others it’s closer to Valentine’s Day. But for those ofus who are the most fortunate, it’s also a great feelingbecause you really love what you do.I know I love what I do. It’s probably just silly to even call itwork. I suppose I work at it, but it’s much worse than that.It gives me a sense of purpose that goes way beyondenjoyment and I know that many of you know exactlywhat I am talking about.I see how much you love this business andthat, like me, for many of you it’s become partof who you are and not just what you do.Listen, we’ve been very blessed all along but especiallyso during these past two COVID years. According to theindustry watchdogs, our volume growth in 2020 and 2021exceeded the volume growth of the entire industry. WhenI took this job, I would never have imagined somethinglike that was mathematically possible, let alone possiblefor a fledgling company on the outskirts of Nashville. Butmy point is that the sales have little to do with why I lovethis gig so much. Frankly, I loved it just as much whenwe were struggling to become even a half-way relevantplayer and just keep Aetna convinced that we deservedto survive for another year.No, any success we’ve managed to scratch out is notwhy anybody on my team does this and I rather suspectit’s not why you do this either. On the contrary, I think anymeasure of success that any of us has ever reached is justa by-product of how much heart you bring to the tableevery day. I found out early on that the heart I observed inso many of you was infectious and once I caught it, I wasnever quite the same when it came to business.Recently I was asked what I thought were the mostsignificant things we accomplished in 2021. I started tellingstories. There was the one about a lonely member whocalled in with a simple billing issue that ended up as anamazing suicide intervention that one of our associatesalertly picked up on and stayed with until professional helparrived. There was the one where one of our claims peoplestepped in to personally guide a family and a rural hospitalthrough the maze of paperwork as their loved one waspassing away, to ensure they would not have any otherworries at that awful time. And I told them about my own 88year old parents and their six month return to health journeyin 2021 – that reminded me in the most poignant way of myentire life why we do this in the first place. My point is thatit never even crossed my mind that the most significantaccomplishment last year might be something financial.You guys make a difference in thelives of nearly 2 million people thatwe know of and you’ve trusted us topartner with you in that journey.That’s about as significant as anything I can think of and Ijust wanted to say thank you for letting us play a part.There will always be things upon which we can improvehere at Aetna Senior Supplemental and we will always workhard to do so. But if we ever need to improve in the area ofheart, it will be time for us to do something else.But first things first. If you are lucky enough to have aspecial someone in your life, make a point to over-celebrateValentine’s Day every February. I know it’s a whole thing, butit’s also one more opportunity to show the one closest toyou how much you treasure them and show some heart athome too. I like my hearts with chocolate in them.working smarter—ON REPEATSTEVE PATTONfrom our president—Idon’t know if time moves fasternowadays (as we get older)or we’re just busier maximizingour efforts every day, but timebetween Pacesetter articles nolonger seems to exist! WhenI was trying to decide whatto write about this month, Ibegan reflecting on some of myExecutive Directorof Salesprevious articles. I’ve alwaysbeen told that “some things areworth repeating.” I truly believe that, so thought I’dcreate a compilation of exactly that a few thoughtsworthy of repeating and remembering to further kickoff the new year. Be open to expand the solutions you provideand the way you do business. Education takes time; take the time to educateyour clients. Communication can be the source of thegreatest accomplishments or the greatestfrustrations. Every conversation with your clientscounts and can strengthen persistency. Don’t let the pride of past success or the fear ofchange, paralyze your ability to innovate. Ask your clients more questions to determineappropriate solutions. Don’t take shortcuts in an effort to work smarter.Shortcuts can create more work down the road. Keeping a positive outlook is extremelyimportant to calm the anxieties seniors mayexperience when making health care decisionsduring this time of their lives. Always find the time to stop and thank thepeople who make a difference in our lives.Genuine gratitude can go a long way.Leaderboard 2022ProductsTotalproduction1.2.3.4.5.Robert SwarczewskiEdward ElsnerSamuel VelazquezJoshua MusickAnthony LopezMedicareSupplement1.2.3.4.5.Edward ElsnerJoshua MusickAnthony LopezChristopher WestfallConrad HobbsFinalExpense1.2.3.4.5.Caleb FridleyMaxwell KiellishSuzzanne BloomThe Benefit LinkBenjamin EulerCancer andHeart Attack orStroke/Plus1.2.3.4.5.Loar HarrisAaron WilliamsGerald SimpsonWilliam RushingEdward ElsnerHomeCare/Plus1.2.3.4.5.Terra RinderleJohn BlanckRichard WellsGlenn BrownMark RodgersHospitalIndemnity/Flex1.2.3.4.5.Todd TschosikChase GrueningJohn BlanckRichard WellsMfg. Advisor NetworkRecoveryCare1.2.3.4.5.Marshal NoellerEric IversonCindy HoffmanTambla EggertFahed UlayyetDental, Visionand Hearing1.2.3.4.5.Robert SwarczewskiPaul NahariSamuel VelazquezEdward ElsnerGregory GurbikianDental, Visionand HearingPlus1. Samuel Velazquez2. Robert Swarczewski3. Gregory Landes4. Juliana Tom5. Steven Moskowitz.continued from page 1 (The heart of the year)In most cases, heart disease can be prevented byadopting a lifestyle which includes not smoking,maintaining a healthy weight, controlling blood sugarand cholesterol, treating high blood pressure, gettingat least 2 ½ hours of moderate physical activity a week,and going for regular doctor checkups.“When we take care of our hearts as part of ourself-care, we set an example of those around us to dothe same.”³- National Heart, Lung, and Blood Institutepg 2There’s a lot we can do to live a heart-healthy life andconnecting with others can make our efforts even moresuccessful. Small steps can go a long way. Februarygives us an ideal platform to be ambassadors for healthyhearts and lifestyles for ourselves and others. Happyheart month, friends! Share the love.Sources:¹American Heart Association, Heart Attack and Stroke Symptoms, eart-month²American College of Cardiology, acc.org, The Evolution of American Heart Month³National Heart, Lung, and Blood Institute, nhlbi.gov/health-topics/allpublications-and- resources/taking-care-hearts-togetherI know that’s a lot, but I like to just pick one or two ata time and focus my efforts there until I feel like I’ve“changed my ways” to improve my interactions andconnections with others. Remember, you can alwaysrely on us to help you with your plans. And we alsoalways need your feedback on what we can do betterto enhance our support for you. Thank you for puttingyour heart into everything you do!Januarypg 3
compliance corner—Tell us about your background: What was yourprevious role with Aetna?I worked in Medicare service operations for Aetnasince April 2019 and managed a team of over 200people. I also have vendor experience where I wasresponsible for a wide range of support operations,including customer experience.What makes you a unique fit for this role with ourSenior Supplemental business?I previously worked in technology projectmanagement and can take a holistic view of theoverall process, identify areas for improvement, andimplement enhancements that will deliver for ourmembers and agents. My leadership developmenttraining can enhance the level of support we provideto both also.Are there new innovations you would like to seeimplemented or opportunities to enhance existingprocesses within the Customer Experience?Yes! There are two areas of focus for us in 2022. First,review our processes and enhance our automationwherever possible. Areas we can automate willimprove our customer experience because savingour agents and members time is a driving force inmember satisfaction. Second, align feedback intogroups where every submission is under one sourcecategory to better identifythe needs of our members,agents, and associates.GERARDO ZAVALAMeet our new Director of Customer ExperienceHow important is agentfeedback to the CustomerExperience?The feedback we receive isimmeasurable in terms of itsDirector of CustomerExperienceimportance to our business.We need to have anunderstanding of our performance and support in realtime, and a large source of that information comesfrom our agents and members. My philosophy is thatif we listen to the people we depend on, they will tellus exactly what we need to do to deliver for them.What are your 2022 goals in this new role and why?First, I’d like to analyze our end-to-end processes andidentify areas where we can leverage automationand process improvement to reduce complaints andnegative experiences. Second, I’d like to anticipatefeedback from members and agents, to have a moreproactive posture in providing an elite customerexperience. Lastly, and most importantly, I would like toconsistently deliver the quality support our agents andmembers rely on and start 2022 off with a bang.Article contributed by Jerel Flint,Marketing Communications AssistantMAKING A DIFFERENCEIjust read a blurb about this guy who was chargedwith insurance fraud and obtaining property by falsepretenses, both felonies. He had disability coverageand told the company (with the duck) that he wasunable to work when, in fact, he was working. Thearticle brought back memories from a prior company.There was a long-standing disability claim being paid.The examiner had trouble getting status updatesfrom the insured. He got a bad feeling about theinsured, so he ordered surveillance. Sure enough,the field guy followed the insured to a constructionworksite and videotaped him climbing up on a ladderand hammering away putting up shutters. All thiswhen he claimed he couldn’t raise his arms above hiswaist.We sent the insured a letter and got a nasty replyfrom a lawyer. I decided to call the lawyer and askedhim if he’d like me to email him a video of his clientto watch. He snarled “yes, send it to me now.” I wasenjoying it a little too much, so I asked him “like rightnow?” He yelled “right now.”So, I sent it and he opened it up while we were onthe phone – then silence. I asked the lawyer if hewas still on the line – more silence. One reasonableperson might think that was the end of things, butthe lawyer filed suit against my company allegingwrongful termination of benefits. Talk about frivolouscases. I wanted to file a complaint against that lawyer.WSuzanne and Steve GuillebeauSuzanne Guillebeau joinedAetna in 2011 and is currently the Regional Sales Specialistfor the South region. Steve Guillebeau is a Billing PremiumConsultant who has been with Aetna since 2012. Althoughpg 4the Guillebeau family has been with us for morethan 10 years, their love story started long beforethen. In September 1981, Suzanne was hangingout with some friends at a local venue when anobnoxious fellow patron wouldn’t leave themalone. Suzanne saw Steve nearby, who shedidn’t know, and asked if he would hang out withthem to help ward off the other guy. Not only didthe plan work, but Suzanne and Steve hit it offimmediately. By the end of the night, he’d askedher out to a Tom Petty concert. She couldn’t go,so she asked her friend to go in her place. Shejokes now that her friend “took him for a testdrive” for her and came back with a good report.Steve and Suzanne began dating and weremarried within a year.Today, they work side by side from their homeoffice. Even though they work for differentI expect you run into situations like this all too often.Producers write cases without explaining all therelevant points to consumers who simply don’t knowall the details of coverage, let alone Medicare. Theymay tell clients not to worry about these healthquestions as they mark them “no.” Producers carrya huge burden of trying to help people, just aslawyers, doctors, accountants, mechanics, roofers,plumbers, you name it.Consumers like to think “their guy/gal” has their bestinterests in mind. They want to rely upon the advicethey receive whether it be their insurance, roof, pool,car or their whatever.When I close my computer at the endof the day, I sit here for a second and askmyself how I did today.Most days I can think of a situation or two whereI think I made a difference, maybe added valueto something, helped someone solve a problem.The inner satisfaction of that process makes mefeel good. I know you get the same feeling. I don’tdo what I do for the paycheck. I don’t do it to berecognized by others. I do it because that’s what Ido, that’s who I am.My sense is that the great majorityof you feel the same as I do.FAMILY TIESe continue our FamilyTies series with astory from the people whoserve you and your clients,our associates. You mayalready know SuzanneGuillebeau from our Salesteam, but did you knowthat her husband Steveworks with us too? Just intime for Valentine’s Day,we’d like to introduce youto this husband and wifewho bring their love toeverything they do.Ultimately, I decided not to do that. Thinking back, Ishould have done so with his state bar association.departments, they often collaborate to findsolutions.“We can answer each other’s questions basedon our different areas of expertise,” says Steve.“I enjoy using Steve as my assistant!” Suzanneadded with a laugh.When it comes to bringing family values to theirwork, the couple says it comes naturally. “Wekeep family first and do everything we can tohelp others,” says Suzanne. Steve added, “Wealways want to do the right thing for the rightreason.”Suzanne and Steve will be celebrating their40th wedding anniversary this July. Thank youfor sharing your love with us!Article contributed by Nicole Palsa,Manager, Marketing CommunicationsSure, we need to provide for our families. But at theend of the day, if all we do is for the compensationor recognition by others, it’s going to end up beinga slog. Corners will be cut, shortcuts taken. I don’tknow what caused the guy to lie to get a disabilitybenefit when he was working. My sense is he hada reason, but I’m convinced now he sure wishes hewould have resisted the temptation. We all needto resist temptations. I say let’s continue focusingon helping others, takinga little extra time tobe sure a senior trulyunderstands what you’rerecommending and why,and mentoring someonewith this profession orwith life’s challenges trulymaking a difference. FeelsCLU, ChFC, FLMI, AIRCgood, doesn’t it?CounselMICHAEL COLLIFLOWEROPERATIONS OVERVIEWpg 5
WELCOME NEW AGENTS!Need sales support materials?If you need to order sales kits and/ordownload forms, go to the agent side ofAetnaSeniorProducts.com, then Ordersupplies & download forms. The website iseasy and intuitive but if you need additional help,there’s a User Guide in the Need Help sectionlocated at the top of the screen by your profile.What healthcare solutionworks for me?Make sure that you are ordering sales materialsfor the correct/appropriate state and product(s),as sales materials vary by states and products.And always include your agent NPN or GNWnumber when you are checking out.Here are some key tips for frequently accesseditems and most popular order transactions: Each product has an Items category. Thisis where you will find rate guides and trifold(small) brochures for that specific product. Trifold (small) brochures come in packs of 25brochures. (1 pack 25 brochures.) Trifoldbrochures fit in standard #10 envelopes,making it easy for you to mail to your clients. Using the electronic application tool (AetnaQuote & Enroll) for submissions? You can orderEnrollment Companion kits (includes brochureand outline of coverage only) to support yourselling activities and leave with your applicants.Available for both Medicare Supplement andProtection Series (complementary) products. The Protection Series Enrollment Companionkits include brochures and outlines of coveragefor all Protection Series products available in thestate that you have selected.If you need additional help with ordering supplies,remember that the Agent Services team is alwaysavailable to walk you through the process to ensurethat you have what you need to support your salesefforts. You are welcome to either use Live Chat(from the agent website) or call 866-272-6630.Thank you for being a part of our family!How will I paymy co-pays?How will I pay forcancer costs?How will I paymy end of lifeexpenses?How will I pay fora nursing home?How will I payfor home care?How will I pay fordental, vision andhearing costs?HOW IT WORKSThe lifetime maximum benefit is animportant benefit that is available in severalof our complementary products including:Recovery Care, Home Care, Home Care Plus,Home Recovery Care, and Nursing FacilityCare. It can be a confusing topic, so we’vecreated a video to help explain exactly how itworks. You can access the video on theagent side of AetnaSeniorProducts.comunder Training Other training guides.NOTE: This video is for agent use only.pg 6pg 7
Aetna Senior Supplemental Insurance1021 Reams Fleming Blvd.Franklin, TN 37064PRESORTEDFIRST CLASSU.S. PostagePAIDPermit No. 315York, om866-272-6630For agent use only.Not for public use or distribution. 2022 Aetna Inc.Your reward, your wayYour wherever awaits tion dates are from January 1 throughDecember 31, 2022. To find out more, visitAetnaSeniorProducts.com and view theagent side/incentives.Not all LOAs are included.Aetna is the brand name used for products and services provided by one or more of the Aetnagroup of companies, including Aetna Life Insurance Company and its affiliates (Aetna).CGFLP02892020122
Aetna Senior Supplemental Insurance.continued on page 2. F. ebruary is known as American . Heart Month, a time when our . nation spotlights heart disease, the greatest threat to Americans and the number one cause of death worldwide.¹ President Lyndon B. Johnson established February as American Heart Month under Presidential Proclamation 3566 .
