Navigating Through the Medicare System an Interview by Mark Kaplowe

Medicare can be very confusing.  Making a decision about your Medicare Insurance options can be daunting.  One of the best ways to simplify the process is to find a professional.  Someone who can help you make an informed decision.  Nick Casella of Health Insurance Associates, LLC in North Haven, CT is such a seasoned professional.

Nick Casella has been in the insurance industry since 1982.  He has been working tirelessly to insure that his clients are treated fairly. He takes the time to meet with his clients one-on-one, either in his cozy and comfortable office or in the client’s home, to discuss their Medicare needs.  He then does his homework, researching each insurance companies strengths and weaknesses. His knowledge, hard work and genuine respect for people makes him an asset to his clients.  Nick has been a guest speaker on the WTNH Morning Show, where he spoke on Medicare Plans and enrollment periods.  He also serves on various Medicare Insurance Industry Advisory Councils, and is a frequent guest speaker on the subject of Medicare Insurance Options in Connecticut.

I had an opportunity to speak with Nick in his North Haven office in March of this year.

So Nick, the insurance industry is so vast.  What made you decide to work with retirees and in particular, with Medicare Insurance?

I began my career working in the claims department of a large insurance company dealing with automobile losses. After several years, I decided to get into insurance sales and I did that for about 5 years. 

But then, in 1995, I decided to go into business for myself and that is when I learned that there was such a need for servicing the senior market, and specifically with Medicare Insurance.  Having the personal responsibility of helping my parents, in-laws and other family members with their Medicare, I realized there had to be a better way to help with the important decisions that seniors need to make in regards to their Medicare Insurance options.  So, today my approach continues to be simple, yet informative and always respectful.

Nick, I love how you emphasize “respect”.  Is that what sets you apart from others?

Well, that and the fact that we focus mainly on Medicare and Medicare related insurance products.

Having worked specifically in the Medicare insurance field for 17 years I have seen many changes in the market place.  Keeping up with those changes and disseminating that information to our clients and to prospective clients is very     important.  There have been changes in the Medicare Advantage Plans on a yearly basis for the past 15 years.  If this trend continues, and we think it will, the need becomes even greater to have someone to go to for honest answers.    

 Getting good service while being treated with respect is paramount in my book; would you say that unless you specialize in this marketplace, it’s just simply impossible to keep up with all the changes?

Exactly!

Specifically focusing on Medicare Insurance allows us to be the experts our clients have come to rely on and trust.

Not all insurance brokers are created equally.  You wouldn’t go to an agent that deals with home and auto insurance to get Medicare advice, would you?  You wouldn't go to a divorce attorney to get you real estate questions or concerns answered either.

How do you think these changes, in particular healthcare reform, will affect Medicare and those that are on Medicare?

As we all know the federal government is having difficulty with balancing the national budget. With health care reform, shortages in Social Security, Medicare fraud, and abuse issues, changes will have to be made.  As these   issues escalate, doctors and hospitals will have to deal with more cuts.  As that happens, the costs will be passed down to the consumer.  The consumer is going to have to deal with higher premiums, higher co-pays and higher deductibles.  This means more out of pocket expenses and more burdens on retirees.

The hope is that as these changes are being made there will be new products available and new safe guards for consumers.

We will be at the forefront of all these changes to make sure that we provide the information in an easy, simple and honest way so that our clients know what their options are. 

What do you hear most from your clients?

It is nice to get feedback, as we often do.  They say that they really appreciate the excellent service we provide.

We truly believe that good customer service is the only way to run our business.  From having real people answer the phones to dealing with issues in an efficient and timely manner.  Our client’s needs always come first.  We take the approach of treating everyone like family. 

We have a sign in our office that we like to consider our motto and it says, “Rule #1 If we don’t take care of the customer, someone else will”. 

Well, what is rule #2?

Always pay attention to rule #1.

There have been many times when I have seen your picture in the paper, how is it that you get so much publicity?

I have always believed in giving back to the community.  One of the things that I am most proud of and why you have probably seen my picture in the paper is my involvement in the local Rotary Club.  The Rotary Club is primarily made up of local business people that give back to the community in many ways.  I am also involved with the mentoring program, Big Brothers Big Sisters.  Our company supports many organizations financially, as well, including the Ronald McDonald House, children’s cancer research, Alzheimer's research, and the Connecticut Food Bank.

I am involved with these organizations because I truly enjoy working will all ages; from helping under privileged children to serving retirees.  I enjoy it all.  Publicity or not, I would do it no matter what.

Nick, thank you so much for taking the time to talk with me today.

It was my pleasure.