BIP Winter 2025

“The Middle Man ”

mean when they describe brokers as being “in the middle.” Not between a client and a carrier, but between uncertainty and understanding. Katie says stories like Brian’s reveal a side of the profession that isn’t often seen. “There’s a lot of misunderstanding about what agents do,” she says. “People hear about the policies and the paperwork, but not about the long phone calls, the late nights or the moments when you’re just helping someone breathe through a really hard decision.” She hopes that sharing experiences like this one will help more people understand the role brokers play behind the scenes. “We’re the steady background,” Katie says. “The ones making sure families have support when things feel out of control.” “Having someone like Katie to turn to reminded me why our profession matters,” adds Heather. “When you’re in a situation where every decision feels overwhelming, just knowing someone is there to guide you means everything.” When you’re in a situation where every decision feels overwhelming, just knowing someone is there to guide you means everything. “ ”

W When her brother, Brian Hunter, was diagnosed with ALS, Heather John found herself on both sides of the insurance world, as a benefits professional and as a sister trying to help a beloved family member. Brian and his wife, Randi,

lived in Miles City, Montana, a town of about 1,000 people where access to specialized care is limited. By the time his condition was diagnosed, his mobility and speech were already declining. Then, as he prepared to be placed on a ventilator, Medicaid coverage was unexpectedly denied. Without approval, he wouldn’t be able to return home from the hospital. Overwhelmed, Randi called Heather, an insurance broker at Way Insurance Services in Galesburg, Illinois. “They didn’t know what they were going to do,” Heather recalls. “She told me they were saying he’d have to stay in a long-term care facility hours away.” Heather wanted to help, but she knew the Montana Medicaid system was different from Illinois. She went to NABIP.org’s Find an Agent tool and began reaching out to brokers near her brother’s home. A local connection Among the names that appeared was Katie Sutton, an agent in Billings. “I sent her a message, explained the situation, and she responded within hours,” Heather says. “She didn’t hesitate. She just said she’d help.”

Heather John turns to NABIP’s network for answers that matter

Katie began contacting her network and researching the family’s case. “I don’t think of it as anything above and beyond,” she says. “This is what we do — find the questions that need to be answered and connect people with the right resources.” Within 48 hours, she had helped clarify the issue and get the coverage instated. “Katie answered questions my sister in-law had been asking for months,” Heather says. The middle of it all Katie’s familiarity with the local system and her willingness to listen made all the difference. For Heather, the experience reinforced what NABIP members

TIP: Brokers Making a Difference: Share your Medicare and ACA

testimonials at nabip.org/ who-we-are/ brokers making-a difference/ submit-stories

52 bip magazine Winter 2025