Lessons Learned from Hiring a Director: Navigating Pitfalls in the Insurance Industry

Navigating the process of hiring a director-level employee in the insurance business can be tricky, as shared candidly by Joanna Wyckoff in the latest episode of the Insurance Business Babes podcast. This episode is packed with valuable lessons for both agency owners and aspiring directors about what to look for, red flags to avoid, and how to protect your business.

Red Flags and the Realities of Remote Work

Joanna recounted hiring a director of Agent Experience who was supposed to grow medical provider relationships and support the business during her absences. Despite the candidate’s impressive resume and persuasive interview, several red flags surfaced: lack of end-of-day reporting, limited presence at the office, and failure to log into key systems. Joanna admitted, “I had no way of measuring what they did that day because they failed to report any end of day activities like the rest of my staff does.” This lack of transparency was compounded by the employee’s use of a personal cell phone for business, eroding oversight and accountability.

Expensive Lessons: Pay and Expectations

Another major lesson was the cost of paying an employee during their licensing and contracting process—a stretch when the actual job tasks hadn’t even begun. Joanna paid several weeks’ salary for little to no business growth or value, a mistake Kathe summarized succinctly: “I would not pay people to do their contracting... they can come on board after their contracting is done.” Setting clear, measurable expectations from day one, including frequent check-ins, is crucial to avoid this pitfall.

Protecting Relationships and Company Assets

The most concerning outcome was the attempted transfer of business relationships to a competitor, highlighting the importance of contracts—not just with employees but with referral partners like doctor’s offices. As Joanna noted, “Now she's running around telling people crazy stories... when you let an employee manage a relationship, that doctor's office started seeing her every day and forgot about Joanna.” Owners must remain present in key partnerships and build contract protections into their processes.

Takeaways for Agency Owners

1. Vet Candidates Thoroughly: Assess real skills and demand proof—even from experienced hires. Personality and compatibility also matter.

2. Set Clear Accountability Measures: Require regular check-ins, system use, and task tracking from day one.

3. Don’t Pay for Licensing Time: Bring employees onboard only after they have their licensure completed independently.

4. Protect Relationships: Have strong, enforceable contracts for both employees and referral partners to prevent loss of business.

5. Stay Engaged: Even with trusted staff, maintain a visible role in key business relationships.

These hard-won lessons from the field will help you avoid costly hiring mistakes, protect your business relationships, and set up your next director for true success.

This episode is sponsored by ⁠CertifiedMedicareAgents.com⁠. Use the coupon code BABES2024 for a free lifetime BRONZE membership.

Navigating Commission Changes and Plan Mapping: Key Takeaways from Insurance Business Babes

The Medicare insurance landscape continues to shift, causing both confusion and frustration for independent agents everywhere. On the latest episode of Insurance Business Babes, industry veterans Kathe Kline, Joanna Wyckoff, and Scott Miller delve into the current challenges they face—including commission changes, confusing plan crosswalks, and tools that can make all the difference. Here are the top takeaways and insights from their candid conversation.

Commission Cuts and Non-Commissionable Plans: The Agent’s Dilemma

A recurring theme in the industry this year has been the abrupt announcement of popular plans becoming non-commissionable—often after agents have already completed their marketing and planning. Scott Miller recounted a recent experience where a top-selling plan in his region suddenly stopped paying commissions, leaving agents responsible for service but without proper compensation. Both hosts expressed frustration with CMS allowing such changes post-approval and with the lack of clear recourse for agents—especially when lobbying groups lack the legal resources to fight these decisions.

The Complexities of Plan Mapping and Crosswalks

Plan mapping has created a logistical nightmare for many agents. Changing plan numbers, crosswalks, and new names add layers of confusion when helping clients maintain continuous coverage or qualify for guaranteed issue rights. The trio discussed the difficulties of tracking these changes, especially when agent platforms like Connecture or Sunfire may not clearly show these transitions.

Strategies and Tools for Survival

With regulatory pressures mounting, technology and support networks have become crucial. Tools like RetireFlo—developed specifically to streamline client reviews—are making it possible for agencies with thousands of clients to stay organized. Joanna and Kathe highlighted the importance of leaning on uplines or FMOs for updated documentation and data, noting that not all FMOs are equally equipped to help.

Final Thoughts: Persevere and Cross-Sell

While the challenges are substantial, the podcast closed on a note of resilience. The trio urged agents to continue serving their clients, invest in retention, and diversify by cross-selling additional products. With industry trends often cyclical, perseverance and adaptability remain key to thriving in Medicare insurance sales.

Stay tuned for more industry insights and strategies from Insurance Business Babes.

This episode is sponsored by ⁠CertifiedMedicareAgents.com⁠. Use the coupon code BABES2024 for a free lifetime BRONZE membership.

Pre-AEP Chaos: Why Medicare Agents Must Protect Their Time

Every year, Medicare agents brace themselves for the wild ride that is pre-AEP (Annual Enrollment Period). On this episode of Insurance Business Babes, hosts Kathe Kline and Joanna Wyckoff dive into the recurring challenges agents face, share strategies for making the most of a chaotic time, and offer practical tips on how to streamline your workflow and avoid burnout.

Learning From Experience: Don’t Overbook Yourself

Kathe opens up about her recent misstep—overbooking her calendar and forgetting to block out time for crucial breaks. With technology systems like Sunfire and Connecture notoriously unreliable in the early days of October, many agents find themselves unable to properly serve clients. Kathe’s lesson is clear: make scheduling boundaries a priority and communicate early with your assistant to prevent overwhelm and wasted effort.

Technology Hurdles and Workarounds

Both Joanna and Kathe have felt the sting of platforms not loading current plans or formulary data. Kathe’s solution? Use “sample” clients to preview plan options when the system won’t accept real data. Joanna adds another tip: have clients update their own medication and provider information ahead of time, minimizing manual data entry and saving precious hours during AEP.

Delegation and Automations

For agents with an assistant, delegating tasks like appointment scheduling and data entry for less tech-savvy clients can be a game-changer. Joanna highlights the value of having a consumer-facing assistant to verbally collect information from seniors who can’t use online systems. Automations can further reduce labor, letting agents focus on the high-value aspects of their service.

Planning Ahead: Next Year’s Strategy

The hosts agree: block off the earliest weeks of AEP for prospects only, reserving mid-to-late October for current client reviews. This avoids double work and ensures that all plan details are loaded and ready for meaningful discussions. By protecting your calendar, you reclaim energy and provide better service.

Empowering Agents—And Clients

The episode wraps with a call to build and share resources—a collective list of commonly mis-entered drugs, for example—to help agents catch costly mistakes early. And most importantly, encourage clients to take ownership: fill out forms, respond to reminders, and engage with new technology.

Ready to get ahead of pre-AEP madness next year? Start planning, automate, and delegate—and subscribe to the Insurance Business Babes show for more insider tips!

This episode is sponsored by ⁠CertifiedMedicareAgents.com⁠. Use the coupon code BABES2024 for a free lifetime BRONZE membership.

Navigating AEP: Protecting Yourself and Your Clients with the Right Insurance Solutions

The latest episode of Insurance Business Babes brought invaluable insights on surviving—and thriving—during the Annual Enrollment Period (AEP), especially when accidents or health surprises threaten to derail your business. Hosts Kathe Kline and Joanna Wyckoff welcomed Jameson Keller, Chief Commercial Officer of NCD, to unpack practical strategies for agents and clients.

The Overlooked Risks: Why Agents Need Coverage, Too

It’s easy to focus on client needs, but as the stories from Kathe, Joanna, and Jameson revealed, accidents can happen to anyone—including insurance pros during their busiest seasons. From car accidents to thrown-out backs, each shared a personal incident that could have financially devastated them if not for preparation. The message was crystal clear: agents, just like clients, need their own accident, hospital indemnity, and dental policies.

Understanding Accident Policies: Affordable Protection for the Unexpected

Jameson explained the value of accident medical expense policies, which are often overlooked by agents and clients alike. These policies are designed to cover sudden, unexpected injuries—think falls, car wrecks, or even chopping a finger while cooking. With monthly premiums as low as $28–$48, and coverage up to $15,000 per accident, these plans offer financial breathing room, even for agents on high-deductible health plans or no insurance at all.

Dental Insurance: Why Networks and Comprehensive Coverage Matter

Dental health isn’t just about a sparkling smile. Kathe’s and Jameson’s discussion highlighted how neglected dental care can lead to heart issues or dementia. Despite higher monthly costs, comprehensive dental plans (like NCD’s $10,000 max option) offer invaluable benefits: major discounts through robust networks, three annual cleanings, and coverage for costly procedures—saving clients far more than self-pay discounts ever could.

Don’t Forget Hospital Indemnity Policies

Joanna passionately advocated for pairing Medicare Advantage plans with hospital indemnity coverage, protecting clients from potentially crippling out-of-pocket expenses for hospital stays. Selling these policies is not just about boosting agent commissions—it’s about providing true peace of mind and fulfilling a duty to fully protect clients.

Conclusion: Be Proactive, Not Reactive

The episode made one thing clear: true insurance professionals don’t just process paperwork—they anticipate and fill coverage gaps. Whether it’s for yourself or your clients, offering products like accident, dental, and hospital indemnity insurance can make all the difference when the unexpected happens. Don’t wait for a crisis—be the advocate your clients deserve, and the agent your future self will thank.

This episode is sponsored by ⁠CertifiedMedicareAgents.com⁠. Use the coupon code BABES2024 for a free lifetime BRONZE membership.

Understanding Value-Based Care: What Medicare Agents Need to Know

The Shift Toward Value-Based Care

On this episode of Insurance Business Babes, host Kathe Kline sat down with Dr. Shannon Decker, a healthcare veteran with over two decades of experience in Medicare Advantage and value-based care. As plans evolve and the Centers for Medicare & Medicaid Services (CMS) push for more risk-bearing arrangements by 2030, the industry faces a monumental shift from traditional fee-for-service models to value-based care. But what does this really mean for agents, doctors, and clients?

What Is Value-Based Care?

Traditional healthcare often paid doctors based on the number of visits or services ("fee-for-service"), which incentivized volume over outcomes. Value-based care, as Dr. Decker explains, flips the script. Doctors and healthcare organizations are compensated for keeping patients healthy, focusing on prevention, timely screenings, and disease management—rewarding better outcomes rather than more appointments.

For example, managing chronic conditions like COPD or diabetes proactively can prevent costly hospitalizations and complications, leading to both healthier patients and more efficient care.

How Does It Affect Agents and Clients?

Kathe shared concerns many agents have: will value-based care mean decreased benefits for clients? Decreased compensation for Doctors? Dr. Decker reassures that, done right, agents can add more value. Agents play a crucial role by guiding clients to plans with the best-suited preventive care benefits and by encouraging clients to utilize free screenings and annual wellness visits.

Encouraging clients to participate in these preventive services isn’t just good for health outcomes—it supports plan quality, helps doctors earn appropriate compensation, and improves client retention. "You might be saving your client's life,” Kathe notes, emphasizing the power of regular screenings.

Advice for Insurance Agents

Dr. Decker encourages agents to educate clients on available benefits and to build relationships based on trust and advocacy. Knowing which plans offer robust care management and preventive services—like nutritional counseling or group education—helps agents set themselves apart. The more clients understand the “why” behind recommended screenings, the more likely they are to engage, which has a positive ripple effect for everyone involved.

Final Thoughts

The future of Medicare hinges on value-based care models that prioritize prevention and patient outcomes. Agents who embrace this shift by advocating for screenings, wellness visits, and proactive self-care will be invaluable partners to both clients and providers as the industry evolves.

This episode is sponsored by ⁠CertifiedMedicareAgents.com⁠. Use the coupon code BABES2024 for a free lifetime BRONZE membership.

Turning Learning into Action: How Insurance Agents Can Avoid Becoming “Professional Students”

On episode 91 of the Insurance Business Babes podcast, co-hosts Kathe Kline and Joanna Wyckoff dive into a common industry trap: the “professional student” mentality. Too often, agents focus so much on certifications, designations, and learning that they miss opportunities to actually put knowledge into practice. Let’s unpack their key insights and action steps for moving from student-mode into thriving in the insurance business.

The “Professional Student” Trap

Joanna kicks off the episode sharing her own struggles with the urge to collect more and more industry credentials, thinking she had to know everything before she could start prospecting. Many new (and even experienced) agents fall into this cycle, believing that “one more certification” is all they need before hitting the field. Kathe quickly reassures listeners: after getting certifications like AHIP, agents already know far more than nearly all clients and prospects. Don’t let analysis paralysis stop you from reaching out and serving people.

Prospecting: Don’t Wait for AEP

Many agents mistakenly wait until the Medicare Annual Enrollment Period (AEP) to start prospecting. Joanna and Kathe emphasize that plenty of business can (and should) be written before October 15th. Key Special Election Periods (SEPs)—like loss of group coverage, moving to a new county or state, and qualifying health conditions (like diabetes or cardiovascular disease)—create year-round sales opportunities.

Action tip: Build relationships with local apartment complexes, real estate agents, and doctors’ offices to tap into movers and newly-eligible clients.

Sell What You Can, When You Can

Agents shouldn’t overly limit themselves. If you’re already certified for products like dental, life, cancer, or hospital indemnity insurance, Joanna advises selling to any eligible prospect—even outside the Medicare world. Using small sales as a funnel, you can create lasting business relationships, positioning yourself for larger products down the road.

Always Keep Learning (But Don’t Let It Stop You!)

While you should keep learning and stay updated—like checking CMS regulations or understanding the nuances of SEPs—remember Joanna’s message: “Get out there and sell something!” Mistakes are natural, but your willingness to take action (and ask questions when you’re unsure) will set you apart.

Ready to level up? The key is balance: keep learning, but let your action lead the way. Listen to the full episode for all of Kathe and Joanna’s actionable insights!

This episode is sponsored by ⁠CertifiedMedicareAgents.com⁠. Use the coupon code BABES2024 for a free lifetime BRONZE membership.

Navigating Medicare Supplements: An Agent’s Guide to Success

Today's knowledge-packed episode of Insurance Business Babes is actually from the MedicareMentorsMedia.com Pro training program. This episode features Steve Pomerantz, dubbed the “Medicare Supplement King,” as he joins Zach to break down the ins and outs of selling Medigap (Medicare Supplement) plans. If you’re an insurance agent ready to sharpen your Med Supp skills—or just curious about what goes on behind the scenes—this blog post will walk you through the key takeaways and strategies from their lively discussion.

Getting Started with Medicare Supplements

Steve’s journey into Medicare Supplement sales began out of necessity—responding to a local doctor’s need and diving deep into the Medigap world. As Zach and Steve recall, many agents stumble into Med Supp sales and aren’t always encouraged to focus on it due to perceived lower commissions compared to Medicare Advantage. But as they point out, Med Supp can become highly lucrative with the right approach, especially when factoring in bonuses and cross-selling opportunities.

Understanding Medigap Plans & Client Education

A major theme is demystifying Medigap for clients—emphasizing that all standardized plans with the same letter (e.g., Plan G) offer identical benefits, with only the price and insurer differing. Steve and Zach stress repeatedly communicating this to clients to build trust and reduce confusion. They also clarify common misconceptions, such as doctor acceptance (if a provider accepts Medicare, they accept all Medigap plans) and the absence of annual open enrollment periods outside initial eligibility.

Mastering Underwriting & Rate Shopping

Navigating underwriting is key. Steve demonstrates tools like Insurance Toolkits to assess medication histories and quickly identify carriers with lenient approval processes for specific health conditions. They advocate for mastering a handful of competitive carriers in your market and becoming familiar with their underwriting quirks, so you can confidently place business and answer client questions.

Choosing the Right Carrier and Managing Rate Increases

Steve and Zach shed light on the importance of understanding “books of business”—how insurers open and close rate classes and why premiums may spike after a few stable years. They recommend agents explain this cycle to clients, setting expectations for future review calls and highlighting the agent’s value in helping them shop for better rates over time.

Cross-Selling for Greater Value

Finally, bridging price gaps becomes easier by bundling in ancillary products like dental, vision, hearing, or cancer protection. This not only adds value for the client but helps agents boost profitability and differentiate themselves.

Conclusion

Steve’s advice rings clear: keep it simple, start with a core set of reliable carriers, know your underwriting, and leverage cross-selling. By educating clients and staying proactive with rate reviews, agents can thrive in the Med Supp space and foster client loyalty for years to come.

To get more information about Joanna's Pro Training program, go to https://MedicareMentorsMedia.com

This episode is sponsored by ⁠CertifiedMedicareAgents.com⁠. Use the coupon code BABES2024 for a free lifetime BRONZE membership.

Mastering the Art of Doctor Referrals for Insurance Agents

Building a successful insurance business doesn’t have to mean spending heavily on ads or expensive marketing campaigns. In Episode 89 of the Insurance Business Babes podcast, hosts Kathe Kline and Joanna Wyckoff pull back the curtain on how they’ve leveraged doctor and provider referrals to organically grow their client base and share actionable strategies for agents everywhere.

Why Referral Partnerships Matter

Joanna and Kathe both emphasize that leveraging referral partners—especially medical providers and their staff—offers one of the most sustainable and cost-effective paths for business growth. Like tending a garden, these relationships take time to nurture, but once established, they continue to bear fruit with ongoing leads and mutual referrals.

The Right Approach: Lead With Value, Not a Pitch

One key takeaway is to focus on bringing value to potential partners, not simply asking for business. Joanna advises against cold-pitching at provider booths or walking into offices and immediately asking for client referrals—actions which can seem self-serving and disrupt busy staff. Instead, approach with generosity. For example, Joanna offers to refer her insurance clients to quality dentists, palliative care providers, and home health agencies she meets at local health fairs. By helping these providers fill their appointment books, she demonstrates her value as a partner first.

Tactics That Work: Sweet Gestures and Strategic Networking

Building strong relationships starts with winning over the gatekeepers—often the staff at the front desk. Joanna’s go-to move? A box of donuts and genuine interest in the staff’s pain points, such as clients struggling to afford dental care. She recommends visiting offices regularly, wearing memorable uniforms or name badges (she even uses a sparkly badge with just her first name!), and consistently offering support.

Hosting Events: Creating Community and Opportunity

Another winning strategy is to invite providers to participate in community events. By running Facebook ads to attract local seniors, Joanna’s events become valuable networking opportunities for both herself and referral partners like doctors, dentists, and medical suppliers. This “give first” mentality allows these relationships to deepen, with many providers returning the favor over time.

Conclusion

If you’re an insurance professional looking to build a resilient and referral-driven business, focus on forming genuine partnerships, lead with value, and remember: sometimes, a box of donuts is the first step to long-term success!

This episode is sponsored by ⁠CertifiedMedicareAgents.com⁠. Use the coupon code BABES2024 for a free lifetime BRONZE membership.

Supporting Your New Downline: Insights from Insurance Business Babes

Building and guiding a downline in the insurance industry is both rewarding and challenging. Hosts Kathe Kline and Joanna Wyckoff dive deep into their first-hand experiences onboarding new agents, sharing honest advice and practical steps for uplines and those considering team growth.

Understanding Downline Compensation

A common question for new uplines is how and when override payments work. Using UHC as an example, Joanna explains that uplines typically receive a $50 override for each new Medicare Advantage plan written by their downline in the first year, and a 50% renewal ($25 paid monthly as earned) in subsequent years. However, she cautions that details may vary by carrier and emphasizes the importance of having a true upline contract—otherwise, you might not actually own your overrides or renewals.

Smart Contracting: Quality Over Quantity

Both hosts stress the pitfalls of new agents over-contracting with too many carriers or jumping to other states before proven success in their home market. Instead, start with a core set of reliable carriers and expand as your book grows. As Kathe notes, “Find out how much it costs…make sure you’re not spending more money on licensing than what your renewal is going to be.”

Creative Prospecting: Food Banks, Doctor’s Offices & More

For new agents, grassroots marketing is key. Joanna recommends volunteering at food banks or community organizations to build authentic relationships. She underscores the importance of communicating your value—like helping people save on medications or qualify for benefits that could ease their financial burdens.

Accelerating Early Success

Early wins are crucial. Joanna says, “They need a taste of success sooner than later…help them get their first app.” Providing leads, training on prospecting, and supporting them through initial sales builds momentum and confidence.

Final Thoughts

Every successful upline-–downline relationship starts with support, strategizing, and honest conversations. Whether you’re mentoring a go-getter or helping a shy new agent get their feet wet, focus on building skills, celebrating their first wins, and connecting them to their community. These are the foundations for a thriving team in insurance.

This episode is sponsored by ⁠CertifiedMedicareAgents.com⁠. Use the coupon code BABES2024 for a free lifetime BRONZE membership.

AEP Preparation: Practical Tips from Insurance Business Babes

Annual Enrollment Period (AEP) is the busiest and most critical time for Medicare agents, and on this episode of the Insurance Business Babes podcast, hosts Kathe Kline and Joanna Wyckoff dove into actionable strategies crowdsourced from the Medicare Mentors Media Facebook group. Whether you’re a new agent or a seasoned pro, this is your checklist to survive—and thrive—this AEP.

Virtual Preparedness: Have a Backup Plan

As more agents work fully remote, being prepared for tech issues is essential. Kathe and Joanna discuss the importance of having a plan if your WiFi or power goes out. Options like portable hotspots, coworking spaces, or local libraries with private rooms can keep you up and running. Make a list of nearby locations with reliable internet, and test your headset for noise-canceling capabilities so you can perform your best anywhere.

Prioritize Self-Care and Delegation

AEP is marathon, not a sprint. Lack of sleep and working excessive hours can lead straight to burnout—and even the ER, as Joanna shared from personal experience. The solution? Get serious about self-care: prioritize sleep, take your vitamins, and if you’re buried in admin work, consider hiring virtual assistants or staff to take tasks off your plate. Focus your energy on income-producing activities.

Optimize Your Systems

Organization is your ally during AEP. The hosts stress the power of calendars and CRMs (Customer Relationship Management tools) for scheduling, automating client reminders, and tracking every touchpoint. Even a simple spreadsheet trumps post-it notes! Automate as much as possible—whether it’s collecting scopes of appointment or automating thank-you cards via mail merge services.

Prep Early: Car, Office, Meals, and Mindset

The little stuff matters. Get your car serviced, meal-prep or freeze proteins in advance, and make time for doctor visits or CE credits before the madness begins. Keep a well-organized office and tab carrier site links and compliance documents for easy access. And remember, don’t compare your progress to large agencies—focus on your own wins.

Final Thoughts

AEP doesn’t have to be chaos. With these preparation tips—pulled directly from top agents in the field—you can serve clients efficiently, maintain your sanity, and even grow your book of business. For more agent-tested resources, join the Medicare Mentors Media Facebook group and don’t miss the next episode!

This episode is sponsored by ⁠CertifiedMedicareAgents.com⁠. Use the coupon code BABES2024 for a free lifetime BRONZE membership.