A son called in trying to figure out his mom’s finances, she has dementia and had forgotten she even had bank accounts. He was trying to get her affairs in order so she could be moved into full-time nursing care.
He wasn’t frustrated or upset, just tired and emotional. You could hear the weight of it in his voice.

Felt more like talking to someone who needed support than a regular customer call. Honestly, those moments really hit different.

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I have had relatives in this position. I tried to help them out where I could, the kids or whoever is trying to deal with those types of affairs have a huge burden put on them. It’s a million different phone calls, paperwork that needs to be signed, on top of your family member going through the worst time. We don’t have many calls like that, but we try to do them as quickly and efficiently as possible to get them on their way.

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That’s so thoughtful. It really makes a difference when someone takes that extra care during such a hard time.

And there are times that you just can't help them. That is why it's so important to decide on and set up the various powers of attorney that will be needed BEFORE they will be needed.

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Very true, having everything in place ahead of time can save so much stress later on.

I have had calls like that in the past. Alzheimers is such an ugly disease too. I am sure he appreciated you being a listening ear and helping him through all that.

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Absolutely, sometimes just listening and being patient can mean more than anything else.

That kind of call stays with you. It’s not just about accounts or policies — it’s about real people navigating tough, painful situations. Makes you realize how much empathy matters in this job. Thanks for sharing that.

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Absolutely, couldn’t agree more!

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