As a national provider of supplemental health insurance products, Broadview Heights-based Family Heritage Life Insurance Company of America serves two primary customer groups: its policy-owners and its agents.
Ed Rocheck, senior vice president of administration at Family Heritage, says policyowners individuals and families who purchase the company’s products receive value, convenience and security from the company.
The company’s products are designed with a winwin approach. Its Return of Premium feature provides a return of all premiums paid, less any claims received, to the policyowner after a specified number of years. This allows policyowners to have the insurance coverage in case they need it and returns all premiums to them if the coverage is never used. This feature allows Family Heritage to make price less relevant in the buying decision.
Family Heritage wants employees to treat policyowners the way they would like to be treated, and new employees are encouraged to spend a day in the field with an agent to watch the sales process. This training not only puts a face on the policyowners but also helps employees appreciate the agent’s role within the company.
The company also treats its independent contractor agents as customers, and they receive speed, quality and support from the company.
Agents who have questions are welcome to call anyone at the corporate headquarters, including the executives, and responses are provided as quickly as possible. Speed also comes into play with customer applications, which are processed within 24 hours.
When agents visit the home office, they are treated with the utmost respect. Meetings are scheduled with the executive team, and employees to gather so the agent can meet them. This, in turn, promotes a spirit of teamwork and shared vision.
HOW TO REACH: Family Heritage Life Insurance Company of America, (440) 922-5200 or www.familyheritagelife.com