In the insurance industry, sometimes the biggest challenge customers face is not having the access or ability to have transparent conversations with local agents. As a result, over-communication can occur, causing frustration and confusion. And on the other hand, long stretches of no communication with one’s insurance agent can make any insurance issue stressful and much worse.

That is why the people behind Voss Insurance Group make it such a high priority to stay in productive communication with those they serve. The company specializes in retirement preparation and helps its clients make informed decisions regarding such areas as enrolling in and navigating Medicare, long-term care, living on a fixed income, and preparing for final expenses.

The members of its dedicated support staff spend hours on hold with insurance companies, taking on that task so clients don’t have to. Additionally, a good 40% of Voss’ customer base don’t use the Internet and occasionally check emails. The government and insurance push to go paperless is very frustrating for the demographic it serves.

“If we cannot reach a client via phone, we make it a common business practice to email and text. Giving clients access to text the office or my cell provides an additional means to communicate. We all lead busy lives, and clients are sometimes not able to call. This is especially true when they are with family or at a doctor’s clinic. Using a personal cell phone is an uncommon practice by most insurance agents,” said Vanessa Voss, the company’s owner. “When clients save our contact information, they know we are calling. We provide routine and systematic updates on issues and our typical response time is 3-4 hours.” Its staff members handle every insurance claim in-house, which allows them to avoid getting held up with third parties and interface more directly with clients. And with an emphasis on client education, they are equipped tobring anyone up to speed regardless of their knowledge or experience.

“Breaking down the process in the beginning, guiding client’s step by step, following up, and being available after the enrollment process allows our clients to feel at ease,” Vanessa said. “If clients need guidance with more than Medicare, we use a needs assessment. This assessment allows us to better understand client needs in retirement and what to prioritize; working together to protect what matters most.”

Voss’ team members understand how vital their services can be for their clients. Each of them appreciates the opportunity to help them through some of life’s biggest challenges such as helping cover gaps in Medicare, reducing the cost of prescription drugs, and more.

“Knowing the client can walk away with little or no hospital bills makes a world of difference to us and to them,” said Vanessa. “Retirement should be about living, not about sickness, financial stress, or complicated insurance plans.”

Primarily, Voss serves the needs of individuals on Medicare and those within 6-12 months of retirement. It provides access to 13 different Medicare providers, which represent over 60 Medicare plans to suit the needs and lifestyle of nearly anyone. The company also maintains a dozen or so contracts for longterm care providers, life insurance, and fixed/indexed annuities.

“We often receive referrals for friends and family who are much younger than 65 which we get excited about,” said Vanessa. “This helps us build generational wealth while involving families in the retirement planning process.”

The insurance industry is not a glorious one, and Voss’ team understands that they are perhaps the last professionals most people want to have to work with. But this awareness coupled with the vital nature of their work motivates the whole team improve their offerings and operations and provide more value to clients and their community.