A Knights of Columbus Insurance agent extends a hand to a member and his family

by Joseph P. Hernandez and Brian Dowling

In Houston’s St. Frances Cabrini Catholic Church, Karen Gonzalez holds a framed photograph of her late husband, Mario, who died weeks after purchasing life insurance from Knights of Columbus Field Agent Joseph Hernandez. (Photo by Eric Kayne)

The end of my first month as a field agent was nearing when I finally met Mario Gonzalez and his family near Pearland, Texas, about 15 miles south of Houston, in a brick two-story house with a modest front yard and shade tree. Arriving that sunny Saturday morning, I walked up to the front door and rang the doorbell. With no answer, I thought that Mario might not be there. I could reschedule the appointment, but didn’t know when we’d be able to find another time to meet.

Our meeting had to be on a weekend because the family’s work schedule was a bit complicated then. Mario worked nights for UPS as an operations supervisor, and his wife, Karen, worked days as a loan officer for JP Morgan Chase. Throughout the week, Karen would sometimes get glimpses of Mario, but he would usually be sleeping when she got home.

After a final ring of the doorbell, one of Mario’s sons came to the door and called for his mother. She was apologetic and explained that Mario forgot about the meeting and was at a football practice with two of their boys. He’d be back soon, she said.

I sat inside, and over a cup of coffee, Karen and I talked for a half-hour. She was full of questions about the Knights, about the insurance, about what I did. “What exactly is a field agent?” she asked.

My job, I said, is to make sure all of the families I serve have the protection they need to provide for their families, whether in death or retirement. I can help plan a funeral. I can work with the cemetery to make all final arrangements. I can help negotiate benefits or work on probate needs.

“Nobody offers that kind of service anymore,” she said.

When Mario returned, he apologized for being late and walked to the kitchen. Before we talked about insurance, he made a generous breakfast for the family of eggs, potatoes, bacon, chorizo and tortillas.

Mario was born in Monterrey, Mexico, because his parents — Texan residents originally from Mexico — returned the family there when he was born. He had short, black combed-back hair that framed his face and kind, direct eyes. At 40 years old, he was athletic, healthy. When he finally sat down, Karen peppered him with a series of questions, many beginning, “Mario, did you know that the Knights …?”

After breakfast, the Gonzalezes had concerns about whether they would qualify for a policy with the Knights. Money was a bit tight, and they had been denied policies by a number of other companies.

Crunching some numbers and after a bit of research, I found that there was nothing that would automatically deny them a policy. “It’s still possible that the application won’t go through,” I said, “but we won’t know until we submit it.” Mario and Karen purchased insurance for themselves and all four of their children.

Around that kitchen table, we sat and talked a bit more. The Gonzalezes spoke about going to Disney someday, fixing their roof, redoing their kitchen and having (future) grandchildren. Recently, they celebrated their daughter’s quinceañera.

Joseph Hernandez stands in St. Frances Cabrini Church in Houston. (Photo by Eric Kayne)

A HOSPITABLE AGENCY

Not two weeks later, Frank Serenil Jr., the council’s financial secretary, called me. Frank is also Karen’s father, and he said that Mario was very sick. I cleared my schedule and rushed over to the hospital, but before I got there, Frank called again to tell me that Mario had passed away.

I rushed to St. Luke’s Hospital anyway and went to the front desk for information. The receptionist told me where I could find the family, but out of curiosity asked what “field agent” meant, per the name badge on my lapel. I explained that I was the family’s insurance agent. The staff said they had never seen an insurance agent from any other company come to the hospital. A man shook my hand. And a woman actually hugged me.

The family was surprised to see me as well. I went over to Karen to offer my condolences and was introduced to the entire family. “This is Joseph,” Karen said. “He is our insurance agent with the Knights of Columbus, and he is here to be sure we’re taken care of.” Over the course of the day, more than a hundred people visited Mario’s room.

After the hospital visit, I drove back to the office to talk to my general agent. In 28 years, he said, his agency had never had a member die with temporary insurance, before the policy was fully underwritten. Later, Karen’s sister, Elaine Gracia, called and asked if I’d help Karen make arrangements.

Karen, her family and I met for breakfast the next day to walk through funeral planning at a small diner nearby. After talking with Elaine the previous night, I found out all that I could about the funeral home: services, packages, the difference between a sealed and unsealed casket, the different linings available, etc.

At the funeral home, we were ushered into a conference room with the funeral director. He introduced himself to everyone, but when he came to me he had a puzzled look on his face. Karen told him that I was a family friend. He looked at my badge and asked what “field agent” meant.

I explained that I was an insurance agent, and, in response, he removed the large options binder and pricing guide from the table saying, “We won’t need those today.”

On our way to St. Frances Cabrini Church to make preparations for the service, Karen’s father commented that he had heard of Knights of Columbus field agents doing things like this, but had never seen it until now.

At the church, we began to piece together what the celebration would look like. I assisted the grand knight in praying the rosary since they wanted it said in both Spanish and English. The following day, along with at least 500 of Mario’s closest friends and family members, I attended the funeral Mass at the church and went to the cemetery for the burial.

NEXT STEPS

As things quieted down, I kept in contact with Karen. The following week, we had a meeting with UPS’ human resources department about continuance of Mario’s benefits, final paychecks and bonuses — everything that could help Karen.

Karen and I were to meet with the human resources representative at a library close to her house. In keeping with company policy, UPS asked Karen to return Mario’s work keys, work cellphone and other company material.

“They asked for his uniforms,” Karen said, visibly upset.

“Did you at least keep one?” I asked.

“Yes.”

Within the week of Mario’s passing, the death benefit from the Knights of Columbus policy reached Karen. (Mario’s company benefit arrived later.) Even though Mario passed away unexpectedly within days of writing the application, the Order paid based on the temporary insurance we provide while a policy is in underwriting. Karen was so relieved. The following week, I made an appointment for her to meet with an attorney to help her set up a will and take care of her probate needs.

By September, everything was taken care of. With her four children, Karen made it through the next six months, through Thanksgiving and Christmas, through New Year’s and Valentine’s Day. And in February, we met again.

Seated once more around her kitchen table, we determined what she should do with the money she received from the K of C insurance policy. I helped her look at a number of banks and investment options, but she decided to invest a portion of it back with the Knights.

With the money she kept, Karen finally took care of a few plans that Mario and her gushed about months ago: The roof was fixed and the siding replaced. She spent time painting both inside and outside. She had an alarm system installed. And the kitchen will be remodeled soon, she said.

Karen’s sister, Elaine, told her husband about the whole experience, and he joined the Order as a result. And Karen’s family mailed me several letters, one inviting me over for dinner.

It’s been a year this August, and Karen is doing well. She was promoted to being a home lending manager and oversees loan officers in 22 bank branches around Houston. We have met for lunch once or twice since then, too.

Karen recently said that if her other insurance rep had shown up at the hospital room that day, she would have been a bit uncomfortable. But with me, it felt all right, she said, because over Mario’s breakfast and conversation that sunny Saturday morning in July, talking about the sort of security we all want in the future, we sort of became friends.

Joseph P. Hernandez is a Knights of Columbus field agent with the Thomas A. Rangel Agency in Houston, Texas. Brian Dowling is creative and editorial assistant of Columbia magazine.