When consumers purchase insurance protection products, they are not thinking about a transaction. They are thinking about reassurance.

They are thinking about what happens if life takes an unexpected turn—if there is loss, disruption, or uncertainty. What they are really buying is the confidence that, in that moment, someone will be there to help.

At Franklin Madison, that moment is where the Claims Support team steps in—and where Chris Kelley, Senior Manager of Claims Support, and his team bring that promise to life by helping consumers navigate the process of filing their claim. It’s an extra layer of support that can make a stressful experience easier—something most people don’t have when they’re left to work directly with the insurance carrier on their own.

Meet the Team Behind the Experience

For Chris Kelley, the work of the Claims Support department is both straightforward and deeply meaningful.

“The way we look at the Claims Support Department is the end result,” he explains. “It’s the reason why the consumer purchases our products. They want that assurance—knowing if something were to happen, they have something to fall back on to help support them.”

Chris and his team operate at a critical intersection: where product meets real life. Every claim represents a moment where expectations meet reality—and where trust is either reinforced or tested.

The Reality Behind Every Claim

But the reality of this work is far from routine.

“These calls are not people calling because they’re happy,” Chris says. “They’re calling in a time of need… dealing with grief, loss, frustration, even anger.”

Consumers are often overwhelmed, navigating complex emotions and difficult circumstances. In many cases, they are not thinking clearly—not because they don’t want to, but because they are going through something significant.

“It’s our job to assist that person,” Chris explains. “To guide them through it.”

And that guidance goes beyond simply answering questions or helping them process a claim.

It means meeting people where they are in a time of need.

More Than a Process: A Human-Centered Approach

While the Claims team works within a complex, multi-carrier and multi-product environment, the goal is simple: make the experience easier for the consumer.

Behind the scenes, there are processes, systems, and requirements. But on the other end of the phone, there is just a person who needs clarity and support.

“It truly takes a special person to be on the phones day in and day out handling these types of calls,” Chris says.

Chris leads a dedicated team of call agents who are specifically trained to handle these moments with both expertise and empathy. From onboarding through ongoing development, agents are equipped not only with product knowledge and process understanding, but also with the communication skills needed to support consumers navigating difficult and often emotional situations. This preparation ensures they can confidently guide each caller while creating a sense of clarity and reassurance.

That means translating complexity into something manageable. It means staying patient through difficult conversations. And it means recognizing that each interaction carries emotional weight.

Because for the person calling, this is not just another call. It is personal.

Real Moments, Real Impact

Behind every claim is a story—and this one starts with a woman whose husband was in a serious accident. The weeks that followed were spent in a hospital room, holding on to hope through long days of uncertainty. When he didn’t survive, the grief was immediate—but so was everything else. The mortgage was still due. The bills from those weeks in the hospital were still coming. Life didn’t pause to let her catch her breath.

That’s where an accidental death benefit,  along with an added benefit for the extended hospitalization, made a difference. It didn’t undo what happened, and it didn’t make the grief any smaller. But it meant she didn’t have to face her finances and her loss at the exact same moment. It gave her a little more room to grieve, and a little more time to figure out what came next.

Real Impact, Real Lives

Then there’s the claim that started on an ordinary afternoon. A routine errand ended in a fall—the kind of accident that happens in an instant and changes the shape of the following months. What should have been a quick recovery became weeks of hospital stays, follow-up appointments, and time away from work.

As the days added up, so did the costs, and the stress of not knowing when things would feel normal again. Hospital indemnity coverage helped offset those costs, and an inflation benefit meant that support kept pace as expenses did too. It didn’t speed up the healing. But it meant recovery could stay the focus, instead of the bills.

Every Claim Has a Story

Behind every claim is a person navigating a moment that matters—often filled with uncertainty, stress, or loss.

For the Claims Support team, no two interactions are exactly the same. Each conversation is an opportunity to show up with clarity, patience, and understanding. It’s about listening closely, guiding thoughtfully, and helping consumers move forward during a difficult time.

These moments may look different for every individual, but they share a common thread: the need for support and reassurance when it matters most.

The claims assistance experience is where that support comes to life.

And as Chris reminds us, it is ultimately why the product exists in the first place.

The Value of Compassion

The Claims team is not just processing outcomes. They are delivering on a promise.

Every call is an opportunity to help someone navigate uncertainty with clarity and care. Every interaction has the potential to strengthen trust.

“Being able to help someone through a difficult moment is incredibly rewarding. When we can make the claims process a little easier and give someone the support they need to move forward, we know we’re making a real difference in their life. That’s what makes this work so meaningful to our team.”