1. Thomas Cunningham not only assists retirees in finding the
proper health care coverage, but forms long-lasting relationships
with them as well.
Every day around 10:30 a.m., Thomas Cunningham puts on his headset, takes a sip of coffee,
and answers the first call of the day. It could be a returning customer or someone completely
new—either way, he/she is in good hands.
As a benefits advisor for Aon Hewitt's Retiree Health Exchange, Thomas helps retirees and those
set to retire find a health care plan that's best for them. With over 90 Medicare providers and a
wide range of plans to choose from, many retirees call in a panic. Most don't know what they're
looking for, while others are worried their insurance won't cover their needs.
"We try to learn about our customers—what they want, what they're looking for," Thomas said.
"Retiree health care is a whole different language—nothing is the same as what they know. All
of a sudden, their benefits advisor becomes a reliable friend. Our goal is to establish that level of
trust with each retiree we talk to."
Often talking to each customer for at least an hour, Thomas and many other benefits advisors get
to know the retirees on a personal level and continue assisting with their Medicare needs well
beyond the initial call.
"I had someone call me back for my birthday," Thomas said. "I would say 90 percent of the
people have said to me, 'You saved my life!' I don't believe that's necessarily true, but they seem
to believe it. These are people who were scared and overwhelmed one day, and then the next day
they're like 'as long as I have Thomas at my back, I'm in good shape.'"
Customer stories
Many retirees consider their benefits advisor a friend. These are examples of how Thomas and
our other benefits advisors focus on our customers to make their experience a little easier.
"A retiree in Florida calls about once a month whenever she gets a new explanation of
benefits (EOB). She's an older lady and by herself. We're consultants and counselors, and we
treat them like our own grandparents. It's all about that connection."