This week, Matthew Kubal picked up the phone and told dozens of people the cost of their health insurance is about to skyrocket.
On the other line, voices dropped. Some became angry, others teary, as they questioned the changes. When conversations got tough, Kubal looked at the collection of rocks on his desk, each representing a good memory.
“It’s almost like working at a mortuary,” the Indianapolis insurance broker said. “I’m constantly delivering bad news over and over again.”…