In this captivating podcast episode, I had the privilege of interviewing David, a seasoned broker with over 38 years of experience in the Insurance Industry. Together with his wife and business partner, Mary, they established Nikssarian Insurance Services, Inc. in 2003, showcasing an unwavering dedication to excellence. During our conversation, David shared his personal story, growing up in Fresno, CA, and working in agriculture. He touched on the importance of work ethic, passion, and embracing a fulfilling lifestyle. What stood out to me the most was David's genuine commitment to making a difference in people's lives. For him, it's not simply about the work; it's an integral part of his life. David and his team go above and beyond to work closely with their clients, particularly in healthcare claims, ensuring a seamless and supportive experience. Their focus on building and nurturing relationships truly leaves a lasting impact. Throughout our discussion, David emphasized the significance of growth and adaptability in an ever-changing industry. He stressed the importance of humility, doing right by people, and consistently striving to be better than they were before. We delved into the challenges of engaging employees and collaborating with different providers, highlighting the critical role of respect and engagement in fostering successful partnerships. We explored innovative programs and services, including underutilized opportunities and personalized healthcare initiatives. Overall, our conversation shed light on the profound influence that relationships, service, and a genuine desire to positively impact lives can have on the insurance industry. David's dedication to making healthcare more accessible and affordable serves as an inspiration to us all.
In this captivating podcast episode, I had the privilege of interviewing David, a seasoned broker with over 38 years of experience in the Insurance Industry. Together with his wife and business partner, Mary, they established Nikssarian Insurance Services, Inc. in 2003, showcasing an unwavering dedication to excellence. During our conversation, David shared his personal story, growing up in Fresno, CA, and working in agriculture. He touched on the importance of work ethic, passion, and embracing a fulfilling lifestyle.
What stood out to me the most was David's genuine commitment to making a difference in people's lives. For him, it's not simply about the work; it's an integral part of his life. David and his team go above and beyond to work closely with their clients, particularly in healthcare claims, ensuring a seamless and supportive experience. Their focus on building and nurturing relationships truly leaves a lasting impact. Throughout our discussion, David emphasized the significance of growth and adaptability in an ever-changing industry. He stressed the importance of humility, doing right by people, and consistently striving to be better than they were before. We delved into the challenges of engaging employees and collaborating with different providers, highlighting the critical role of respect and engagement in fostering successful partnerships. We explored innovative programs and services, including underutilized opportunities and personalized healthcare initiatives. Overall, our conversation shed light on the profound influence that relationships, service, and a genuine desire to positively impact lives can have on the insurance industry. David's dedication to making healthcare more accessible and affordable serves as an inspiration to us all.
Nikssarian Insurance Services, Inc. website - https://www.nikins.com/
This episode is sponsored by UnitedAg, one of the largest association health plans to offer healthcare to the agriculture industry of California and Arizona.
Kirti Mutatkar, President and CEO of UnitedAg.
Reach me at kmutatkar@unitedag.org, www.linkedin.com/in/kirtimutatkar
UnitedAg website - www.unitedag.org
Episode Contributors - David Nikssarian, Kirti Mutatkar, Paul Lecrone
The episode is also sponsored by Brent Eastman Insurance Services Inc. - https://brenteastman.com/Blue
Shield of California - https://www.blueshieldca.com/Elite
Medical - https://www.elitecorpmed.com/Gallagher
Medical https://sainmedical.com/
I had a situation actually had gone out of the office to get some lunch in downtown Monterey and the phone rings from a client, so I pick it up and person [00:05:20] explains he was having some issues on on medicine that he needed for his cancer treatment.
David Nikssarian : [00:05:28] And so. Wow. Okay. That's [00:05:30] pretty serious. Can you email me what you have and we'll get on it right away? Come back to my office and look at the email. And so I sent it over [00:05:40] to Sonia and she wrote down customer service manager there at Unite. She said, Sonia, we need an answer right away on this. We need to really get on [00:05:50] this as soon as like within an hour, I need to get back to him. So she says, I'm on it and. Within [00:06:00] 30 minutes, I received a call from the client saying, Hey, thank you, David. Thank you. I just got a call from my doctor. It's been approved [00:06:10] and I'm going to pick up the medicine. Thank you so much. And of course, he's thinking I'm a miracle worker. Like, wow, how did I pull this off? And of course, this is what and why [00:06:20] we do business with United AG. Is that that? Member centric customer service and that they make us look good. Us brokers look good.
Kirti : [00:06:29] So the first [00:06:30] time, David, when you told me that story, right, it's like I think you said something like, so the, uh, the member thought, are you like, God, what happened? [00:06:40] And when I heard that, that, you know, I used that even I take it back and tell that story over and over again because those are the moments that we have to create at United. [00:06:50] Ag Right
Kirti : [00:00:00] Today. I'm here with David Nikssarian, CEO and president of Nikssarian Insurance Services. And David, this is this is I've been thinking of doing this [00:00:10] for since I started the podcast to sit down and talk to you. But the most exciting part is where I am today, the Marsh building. So, David, what what was [00:00:20] the reason behind having an office in one of the historic buildings in Monterey? What was the reasoning behind that? Sure.
David Nikssarian : [00:00:28] Thank you, Kirti. The excited to be [00:00:30] here today. So we were in search of a new office and the marsh building has built almost 100 years ago and it's [00:00:40] in the entrance to Monterey. Very historic. It's on the National Register of Historic Buildings. And it's it's something that actually Mary [00:00:50] visited as a little girl. We actually during our honeymoon, we had come through here and visited it. So we have a little history of the building. And so when it so we were able [00:01:00] to to purchase it. And we're just very excited to be here. And it's just been wonderful. It has some nice gardens outside that were built by G.T. Marsh himself and a lot of original [00:01:10] parts of the building that he constructed.
Kirti : [00:01:12] And so it's really when I walked in today, usually I am sometimes loud and excited. I get excited. And [00:01:20] I came in here and it felt so Zen. It's so peaceful. and the beautiful trees outside. It reminds me, actually, of my mom because my mom is a bonsai artist and I see those trees outside. Beautiful, beautiful [00:01:40] place. So why is there a Japanese theme around here?
David Nikssarian : [00:01:43] Morse was the person who constructed the building was selling Asian antiques [00:01:50] and furniture. And so he put the gardens. He constructed the one outside my office here with a Japanese garden theme [00:02:00] and the bonsai and the Japanese maples. And along that line and then on the other side by Mary's office is the Chinese theme gardens. [00:02:10] And that's actually where the turtles are at.
Kirti : [00:02:12] That's where the turtles. So the turtles, right. So when you got the building, you got the six residents, right? And I was last time I was here and got a tour. [00:02:20] It's you have very interesting names for your six turtles.
David Nikssarian : [00:02:22] Yes. Mary has named them all after our after Armenian kings and queens. And so it's on our website. So they all have a name. [00:02:30] We haven't given a name to all the Koi yet, but she's working on it.
Kirti: [00:02:33] So. And what's the Armenian?
Kirti : [00:02:36] I know you've grown up Armenian, so. Yes. Tell me a little bit [00:02:40] about yourself.
David Nikssarian : [00:02:40] Sure. So my great grandparents came from Armenia to California around the turn of the century, [00:02:50] early 1900s. And so that makes me the the fourth generation here in California and [00:03:00] been in farming the entire all of our generations. And so I grew up on a farm in Fowler, California, just southeast of Fresno. [00:03:10] Yeah, I remember from a very early age we had we it was a vineyard and we would have a small massey-ferguson 50 [00:03:20] or a Ford nine inch tractor going down the vineyard rows. And so we were just our family was out doing the work. Yeah. So my [00:03:30] dad would put me up on top of the tractor seat. I must have been like ten. I would put both feet on the clutch in a wooden move. And [00:03:40] so he would come up to the tractor, push the clutch down, put it in gear, let it up slowly. And here I am steering it. Yeah. And back then, it wasn't power steering. [00:03:50] Of course, the cab wasn't enclosed was, you know, there's quite a the rules were different, rules were different. And I remember daydreaming a little bit, you know, a little ten year old. And so the tractor would start to [00:04:00] go up against the vineyard itself.
David Nikssarian : [00:04:01] Yeah. And then my dad would shout, David, Oh, kind of get my focus back and turn it. When we come to the end of the row, my dad used to have to turn [00:04:10] the tractor because I couldn't turn it by myself to get to the next row. And so went to Fresno State University and graduated with a degree in political science. Fun fact [00:04:20] I interviewed to work at a farm association, and the person who interviewed me working there at the time was Bill Goodrich. Oh, and so [00:04:30] the CEO and founder of United AG. So 1980 was a big year. It's when I started working in the insurance industry, married my wife Mary, which has been 43 years. Business partner. [00:04:40] Couldn't have done it without without her. She's an integral part of the business. And just, just very much count my blessings that we've [00:04:50] been married, all that we became married. She's my wife and we've done been able to accomplish so much together.
David Nikssarian : [00:07:21] It was instilled upon us children a very strong work ethic. Again, the farm [00:07:30] wasn't that big, so we would do a lot of work. And if you know the climate in Fresno, the summers can be pretty hot and the winters can be pretty cold. And I've got [00:07:40] memories of Pruning Vines Vineyard And as you're taking separating the vineyard, the grape vine from the vineyard wire, [00:07:50] as you're pulling it apart, it snaps back and hits you on the face. Kind of like it's like, whoa. And and then the hot. Yeah, it's it's [00:08:00] it's hard work. My father worked very hard. He actually had to work as a carpenter as well. Besides farming, there were years before we were able to drive tractor. He would come home [00:08:10] from the carpenter and go straight to the farm. Definitely. We worked very hard growing up. Kind of funny. When I had my first job, I was working some [00:08:20] long hours compared to what everyone else, you know, because it was a sales job. So you don't just clock in at 8 to 5 and you're out. And so I remember some someone saying, Wow, David, [00:08:30] you really work long, you really work hard. And I go because, you know, people equated hard work as you're working ten hours. Right? Well. I [00:08:40] said. I'm used to working. 12 longer days in the heat. In the [00:08:50] cold.
Kirti [00:08:53] This is easy.
David Nikssarian : [00:08:54] Tractors where right before you make you terrorists it for raisins. It's like powder. [00:09:00] And again, there's no interior, no cabs. The dust your head the top to the head, the bottom in a layer of dust. As I remember saying, look, [00:09:10] I'm in an air conditioned building. When I'm driving, I'm in air conditioned car. I've got a clean shirt on. This isn't really this [00:09:20] isn't really work, you know, it's not that hard. And so, yes, it all puts a matter it puts a person perspective.
David [00:09:25] Right?
Kirti : [00:09:28] When you look at agriculture and as I'm going [00:09:30] through all these interviews and meeting with people, one of the things that comes across is how people are taken care of, right? Providing that service and what you and I do, [00:09:40] providing the service, that's the core. And sometimes when you think of work, when people say, Oh, you're a hardworking person, I actually [00:09:50] don't think it's work. It's just this is the way we live. This is our passion. This is life, right? I see you, David, very similar to that because I've seen you where [00:10:00] you don't treat it as work. That's not work for you, right?
David Nikssarian : [00:10:04] We really feel like we're making a difference with people. Yeah, we get calls in from people [00:10:10] who are sad, frustrated. It's interesting. I'll be in or I'll even do an employee benefits meeting, annual [00:10:20] open enrollment, and we'll go over the summary of benefits and coverage and explain your your deductible, your maximum out of pocket and it just kind of employees are kind of like, [00:10:30] okay, interesting. It's kind of like when we had the fires here in California. Yeah. Prior to the fires, people didn't really think about what's my fire insurance limit. But [00:10:40] when that fire happened, oh, yes, you can. People were very focused. Well, that same thing is on health insurance. So we'll get calls from people saying, I [00:10:50] just was diagnosed with cancer. How does this plan work again? And you bet we will sit down with them. We'll meet with them and explain it to them and then as the [00:11:00] claims. As they come to us with issues, then absolutely. Our approach is to follow through to the end, to to do big on on, on. [00:11:10] Definitely on big on follow ups. One thing a good friend of mine, Brent Eastman, kind of taught me is whenever we're in a meeting together, we leave the meeting. [00:11:20] He doesn't get in the car and drive off. He'll pause in the car, check voicemails and check emails. And that extra [00:11:30] step, that extra mile that we're all doing now is makes all the difference.
Kirti : [00:11:37] The right balancing that digital and doing what we do [00:11:40] right when you when you I think about what's my role what are we doing through united. What are we doing through an insurance services. [00:11:50] Yeah we're providing benefits. We're doing all that. But I think we pay a slightly bigger role in what we do. And it's like you said, when [00:12:00] I don't need it, I don't think about it when I need it, I think about it, but when I need it, what we do to that person is our role. We are playing [00:12:10] in their lives, right? So that that kind of gives me warms me up, gives me the chills because that's what I think our life is all about.
David Nikssarian : [00:12:19] That story [00:12:20] you've told about the starfish. Yeah, about one starfish at a time being saved. Yeah. We kind of view that, you know, we are not helping thousands [00:12:30] of people a day, but the people we are helping, it's making a huge difference. I mentioned Mary earlier, our vice president, CFO, who's done [00:12:40] an amazing job and really helped build this business to where it's at our customer. Our office administration is led by Amanda Balzano, who's who's just amazing. [00:12:50] And Client Services team is headed by Sabrina Taylor, who's again, very sensitive. And we put ourselves in the person's shoes. Also, [00:13:00] my son, Isaac Nixon has been handled taking a new dad now. Right. Right. And I've been very impressed with them. He's done a great job.
Kirti : [00:13:08] He's done. And it's so exciting [00:13:10] to see the enthusiasm from the next generation coming into this. And really, I think the next gen I really actually admire them because they always looking, [00:13:20] what what do I get from is this my job fulfilling right and I to see Isaac it's really awesome.
David Nikssarian : [00:13:27] The fascinating part of the new generation is [00:13:30] is it's amazing to have. So many things questioned, you know, like, why is this being done? Or what's this? And so and and again, [00:13:40] that's what I said earlier about we we do need to reinvent ourselves. And of course, and I think to survive, just like United AG and all the great new programs that have been [00:13:50] implemented and are continuing to be implemented. It's the same with with us as service reps and insurance brokers. It's just we it's just so as the industry [00:14:00] has changed, it's so important that we change along with that to make sure we're meeting the needs of our clients.
Kirti : [00:14:06] Today has to be different than what yesterday was because today and [00:14:10] learn something new even after this podcast. Thinking through it, I mean, that's the goal, right? Tomorrow we're making some changes because we have to be better tomorrow than we are today. That's [00:14:20] who we should be as individuals. That's who we should be as companies too. But going back to Mary, right? So Mary is part of my Women AG Academy, [00:14:30] and I know she's a big support to you and growing as a CEO and a CFO, but I see her more. [00:14:40] I've gotten to know her on a deeper level through the women. Ag And absolutely right. She's amazing and she's a big she contributes to our [00:14:50] women leadership and it's really, really great to have her a great deep thinker and a people person.
David Nikssarian : [00:14:56] It's been just like I said, I count my blessings that she's part of the business [00:15:00] and part of my life. And yeah, it could be 43 years this July, right? We've been.
Speaker3: [00:15:04] Married and you can see.
Kirti : [00:15:05] That it's it's she's this is our third session in the session that [00:15:10] she's in. It's amazing. And what she contributes to the meeting.
David Nikssarian : [00:15:14] So yeah, she's in demand. She's constantly getting asked.
Speaker3: [00:15:17] To be on.
David Nikssarian : [00:15:18] Boards and and she's [00:15:20] got a pretty full plate right now. She's a contributes a lot so she's always in demand.
Speaker3: [00:15:25] And an.
Kirti : [00:15:25] Extremely humble person and I see that David with you [00:15:30] too. That's what we all are, right? That's what is attractive of being part of United and being part of our service reps, because it's not the attitude, [00:15:40] it's not the ego, but it's doing right by people.
David Nikssarian : [00:15:44] Absolutely. And I think too, there's a big family feel. Yeah. When you go to Unite AG annual meetings [00:15:50] and I definitely encourage members to go it's it's such a it's just you know relationships are some sometimes there's certain [00:16:00] members that are out of the area that we've gotten to know that we get to see. And it's just been it's just a wonderful experience.
Kirti : [00:16:06] When you think of all this right the emotions, relationships, [00:16:10] service, does that have a business impact and somebody listening to this, is that a takeaway for them to explore that? What would you say to that?
David Nikssarian : [00:16:18] I think having [00:16:20] a business partner, Mary, first of all, was a huge asset. I again, I keep saying I could have never done it by myself, but it's really hard for people to just [00:16:30] get into something like this by themselves. Yeah, I think that'd be my first advice is, you know, definitely need someone to to be on with you on it. I [00:16:40] think number two is just a lot of hard work. It's a lot of hard work. And I think number three is, you know, we all forget about just I kind of call it the business [00:16:50] of doing business. You know, you set up a business and you need licenses and worker's comp and insurance and all these different [00:17:00] things that you don't really think about, carry your appointments and just administration is is a lot of work getting set up? Ultimately it's hard work [00:17:10] I think, and reputation that's really, really important is that. Every client, whether they're small, whether they're large, [00:17:20] we treat them the same and they're very much taken care of. And that reputation is. I think priceless. And the challenge is engaging with employees. [00:17:30] And that's our big challenge from every carrier is getting to the level to the employee that they're having a surgery. And for them to consider going to this provider [00:17:40] versus this one because this one is 20% less cost. But they're both contract providers, right? Getting a lab work done outpatient versus going to [00:17:50] at a freestanding lab versus going to.
Kirti : [00:17:53] A hospital and building the trust, like you were saying.
David Nikssarian : [00:17:57] I think the way we start that. Is [00:18:00] every engagement. We have one on one that we're successful with. That and successful doesn't mean it turns out perfectly the way the employee wants, Right. But the [00:18:10] employee feels they've been.
Speaker4: [00:18:12] Uh.
David Nikssarian : [00:18:13] Fairly treated respectfully, and they understand what the final decision is. [00:18:20] And if we can do that with every person we come across, the word will get out, right? And so and we will build that [00:18:30] respect and that engagement because they'll spread it to the other employees, to the other crews, and we'll get out. And so it all really starts back to that [00:18:40] one person, that one contact at a time.
Kirti : [00:18:42] Yeah, that's actually interesting because a lot of people, even people coming into New to United, when you are helping that one person at a time, people [00:18:50] feel you need to scale, you're getting bigger, you're a bigger organization scale, but once you scale, you lose that and that that's what happens. So actually, for the listeners, [00:19:00] people who might not know the starfish story, so basically I tell the story all the time. So this is a story about an old man. So I usually use the word Monterey because I'm always [00:19:10] here on the ocean. So this old man is walking down the beach and he sees all these starfish dead on the beach and [00:19:20] he picks up one starfish at a time and throws it into the ocean and says it's just throwing it in the ocean. And this this young person, usually when I say young person, some young people [00:19:30] don't like it. But so let's let's take the age off. And so there's another person walking down the beach and he he sees this old man doing this and he's wondering what [00:19:40] this sounds like.
Kirti : [00:19:41] Really stupid. Why is this old man, the thousands and thousands of fish on this beach and this person is helping just throwing one starfish at a time and the old man looks [00:19:50] at the other person and says, you know what? I'm going to take that one starfish and put it in the ocean. And it looks at him and says, I've helped one starfish. It's one [00:20:00] starfish at a time. And that's exactly what you're talking about. But as you help the one starfish word goes across and people, then that spreads and [00:20:10] it's fulfilling that you've helped that one person from a personal standpoint. But that grows. I mean, we've seen the growth happen at Unite and that's in a way that's [00:20:20] what builds trust, right? Because when you are not taking the time, when you're not spending time on the details, when you rush through stuff because you [00:20:30] want to go on to the next thing, you lose it. I think that's a good lesson for somebody starting a business, right? Even the smaller of setting up and all that that you talked about.
David Nikssarian : [00:20:39] I think when you look at [00:20:40] our digital age, there's so much automated automation going on where you call and it's not picked up by a live person and you have to punch around [00:20:50] numbers and. You know, it just it just it's it's people as much as people like the [00:21:00] digitalization, No question about it. There's still that longing for human personal contact and that voice to be able to [00:21:10] talk. And so I, I think that's super important. I know Unite AG is always.
Kirti : [00:21:16] That's our Sophie.
David Nikssarian : [00:21:17] Person. Yeah. Sophie picks up and [00:21:20] same here you know we just it's very tempting you can save money but again it's not helping you with that trust and relationship. And people do [00:21:30] get very frustrated sometimes being stuck on a on a loop and all that, right?
Kirti : [00:21:36] You know, one of the things that I want to do, since it's a slightly different [00:21:40] podcast episode than my others, which is more based on agriculture industry, my position as the CEO of a health plan, you as a broker [00:21:50] and servicing. One of the things that I want to end the episode by challenging or asking for feedback from people listening to this, what [00:22:00] else can we as united as a health plan you as David Nazarian in your role, what can we do to [00:22:10] help make these some of these processes easier for employers? What can we do to make our patients or the member's life easier? This is rich, a shout [00:22:20] out to everybody who can reach out to either David Nazarian or reach out to United AG and see what else can we help you with? Because we our goal from United standpoint, [00:22:30] from David's standpoint, is to make everybody's life easier, make sure it's a not a big line item on the income statement. And we actually and overall [00:22:40] big picture kind of contribute to bringing the health care costs down. I think that's our passion, right. And serving everybody who we serve. And anything else you want [00:22:50] to add?
David Nikssarian : [00:22:51] David I think one other item I was thinking about when we talk about health care costs is. I believe the Mexico panel is [00:23:00] significantly underutilized. We have certain programs underutilized. That comes to my mind. We talk about an average sized employer [00:23:10] and if you were to get ten employees. That say neither hip or knee or heart surgery and they were to go to Mexico. Now, [00:23:20] we obviously nitag would pay up to 1500. Travel costs. It would be a minimal co-pay on most plans. $5 for the surgeon, [00:23:30] five for the hospital, five for say, $20 co-pay versus here it'd be 6000 plus or more. If you have for ten [00:23:40] employees. Instead of 100,000, maybe it's going to be 20,000 or 30,000. Even five employees [00:23:50] that could. Actually create almost a negative trend. And so employers say, what can I do? Well, [00:24:00] that's one thing that they can do. The second thing is United Aggies has this extensive program going on with Livongo for diabetes care [00:24:10] management, sending out letters multiple times, literally begging people to just enroll. So we can give you a [00:24:20] case that has test strips and a diabetic glucometer blood machine and more information. We know [00:24:30] that it's a big problem out in our community. And so employers can help by promoting it with paycheck stuffers and getting that word [00:24:40] out. We know Teladoc will eliminate hospital visits because it's a 24 over seven and no cost. If employers were to encourage employees to use [00:24:50] that again, publicizing it, that could help control costs.
David Nikssarian : [00:24:53] And of course, our health and wellness centers are second to none. True story. I went in for a spider bite [00:25:00] and they looked at it and says, Yeah, you, I need to give you something for that. By the way, after he's done that, by the way, I see you have allergies. [00:25:10] What are you taking for that? I go, well, right now, actually just over the counter things. Well, you know. Have you tried this medication? I don't want to say it out loud. I only have a commercial [00:25:20] for it. But I said. I said, actually, I have, but it's been quite a few years. Well, I'm going to go ahead. And you want to try and go? Sure. That sounds great. As [00:25:30] I'm walking out the door, I get a ding on my phone. The prescriptions are already starting to get filled by the pharmacy. Now, I could have gone to an urgent care and they [00:25:40] would have walked in. Of course, I had to wait an hour or two. Get the spider back, Spider bite treated, and then I've been excused. [00:25:50] I'm in it. They wouldn't have asked the other questions. The whole you, the whole body and. The Health and wellness centers have a lot of underutilization. There's [00:26:00] a lot of capacity there that United is paying for people for PAs and NPS to be there, but we just don't have the numbers [00:26:10] going into it like we should.
Kirti : [00:26:12] David, thank you so much for Bill Goodrich, I guess our CEO and founder at United who [00:26:20] found you, interviewed you, and it's been a long term relationship since I've been at United. You've been at UnitedAg. And it is the it's [00:26:30] really, for me, the personal connection and what you and Mary bring to the table makes it even more fulfilling to be that you are part of UnitedAg. [00:26:40] So thank you so much for being who you are.
David Nikssarian : [00:26:43] Thank you very much. It's been a pleasure. Thank you.