Insurance is a necessity for individuals, but many don't recognize its importance until they really need it. While most insurance companies are challenged with interacting with their customers who are encountering a problem, this is even truer for insurance organizations that have to help their clients deal with health issues and their aftermath. 

This reality means that insurance companies must listen to their customers, empathize with them, and help them address, and ultimately solve, the problems that they're facing. Michael W. Zuna, executive vice president and chief marketing and sales officer at Aflac, says the company is committed to keeping the promise it made to its customers—to be there when they need supplemental insurance most and take their concerns to heart. "We realize that stress is heightened during medical emergencies, and we strive to make sure their experience with us puts them at ease," Zuna says.

Especially in a changing health insurance landscape, customers are not always cognizant of the insurance policies that work best for them or what they need to do when they're faced with a health problem. Zuna notes that Aflac prioritizes educating customers to prepare for the unexpected and helping them through difficult times. "Medical bills can add up quickly, so we make sure to pay claims fairly, promptly, and directly to our customers usually within four days so they can use those funds as they see fit," he says.