Leveling Up: How SILAC^® Is Raising the Bar While Staying True to Its Foundation

Rapid growth, rising competition, and increasing complexity define today’s annuity market, and standing still isn’t an option. But neither is change for the sake of change.

For SILAC Insurance Company, the next phase isn’t about reinvention. It’s about refinement.

“Leveling up means moving from a company that proved it could grow to one that’s built to scale consistently, profitably, and with less friction,” said Dan Acker, President and Chief Marketing Officer at SILAC. “It means improving the things advisors feel every day: service responsiveness, product clarity, and ease of doing business, while strengthening the foundation underneath that growth.”

That distinction matters. As some carriers chase growth through expansion alone, SILAC is putting its energy into the day-to-day mechanics that make growth sustainable: how quickly it responds, how clearly it communicates, and how smoothly it supports advisors from application to post-issue service.

From Product Competitiveness to Complete Execution

SILAC’s early years were focused on establishing credibility through competitive products. That mission has evolved.

When we started, the focus was simple — to prove we could compete,” Acker explains. “As we’ve grown, that vision has expanded. Today, it’s about delivering simple, trusted retirement solutions through exceptional service.”

That shift reflects a broader reality in today’s annuity market. Competitive rates and product features are no longer enough to differentiate.

“Advisors need more than products,” Acker says. “They need a carrier that is dependable over time. That means consistency in service, consistency in competitiveness, and the ability to execute.”

Execution, increasingly, is the differentiator.

Service That Shows Up in the Numbers

Service is often positioned as a differentiator in the annuity industry. At SILAC, it is treated as a measurable discipline.

“For us, service means fast, right the first time, predictable, and easy to navigate,” Acker says. “Digitally enabled, but always human supported.”

That focus has translated into tangible improvements across the organization. Over the past year, SILAC delivered a significant operational transformation:

The gains extend to service accessibility as well. Call center performance has improved dramatically, with a 77% reduction in hold times. More than 90% of calls are now answered within five minutes, even as call volumes have increased.

“These improvements didn’t happen because demand slowed,” Acker says. “They came from process improvements, automation, and a relentless focus on efficiency.”

The result is a faster, more predictable experience for advisors and their clients across the entire lifecycle of a policy.

Scaling Without Losing Focus

One of the biggest challenges facing growing carriers is maintaining service quality at scale. For SILAC, the answer isn’t simply adding headcount.

“You can’t just scale service by adding people. That’s not sustainable,” Acker said. “It has to be a combination of automation, process discipline, better tools, and targeted hiring.”

That philosophy is shaping how the company builds its operating model; one designed not just for current demand, but for future growth.

“Our goal is to build a system that can triple our transaction capacity while improving efficiency,” he said. “That means thinking ahead, making sure our operations and technology are leading our growth, not reacting to it.”

Internally, that mindset translates into a forward-looking approach: building infrastructure for where the business is going, not where it is today.

Making Complexity Disappear

Annuities are inherently complex. SILAC’s goal is not to eliminate that complexity, but to manage it behind the scenes.

“We’re not trying to remove sophistication,” Acker explains. “We’re trying to move it behind the scenes so the advisor and client experience is simpler.”

That includes fewer touchpoints during the application process, cleaner product design, and tools that help advisors navigate suitability and compliance earlier in the process. SILAC is also investing in portals and digital capabilities to give advisors and clients more visibility and control.

In some cases, it means issuing policies the same day funds and paperwork are received. In others, it means enabling advisors to address suitability questions before an application is submitted, reducing friction before it starts.

The broader objective is consistency.

“Ease of doing business isn’t one thing. It’s the entire lifecycle,” Acker said. “From the first client meeting to post-issue service, it has to feel seamless.” 

That mindset treats the experience as a connected system, not a series of steps. When everything aligns, advisors spend less time managing processes and more time focused on client outcomes.

Innovation Without Noise

With product innovation often coming at the cost of added complexity, SILAC is taking a more disciplined approach.

“Innovation has to solve a real problem,” Acker says. “If it doesn’t, it’s just noise.”

That philosophy is reflected in how SILAC designs and positions its products. Rather than trying to create all-in-one solutions, the company focuses on products with clear, defined purposes.

“When we think about annuities, we focus on three core needs — accumulation, income, and legacy,” Acker says. “We design products that are purpose-built for each, rather than trying to do everything in one product.”

That clarity extends to how products are communicated and used in the field. The goal is not just competitiveness, but usability.

“Differentiation has to be meaningful,” Acker says. “It has to show up in clarity, relevance, and ease of use for the advisor and the client.”

Strengthening the Foundation Through Partnership

SILAC’s partnership with Hildene Capital Management represents a significant step in its evolution. Following the anticipated close of the acquisition by Hildene and Jefferies, pending regulatory approval, that partnership is expected to deepen further.

The relationship builds on an existing foundation and brings expanded access to capital, enhanced investment capabilities, and additional reinsurance support.

“The partnership has been instrumental in supporting our growth,” Acker says. “Expanding that relationship strengthens our financial position and allows us to continue investing in the business.”

Importantly, the added scale is not about changing direction. It is about accelerating what is already working.

With greater resources, SILAC is positioned to invest more deeply in technology, service infrastructure, and product development while maintaining its disciplined approach to risk and execution.

Leveling Up Without Reinventing

As SILAC continues to grow, the challenge is not just operational. It is cultural.

“You have to preserve what made you successful in the first place,” Acker says. “For us, that’s responsiveness, relationships, and a strong sense of accountability.”

That includes maintaining close ties with distribution partners and ensuring that feedback loops remain active and meaningful.

“We rely heavily on input from our partners,” he says. “And just as important, we make sure we close that loop and communicate back.”

Ultimately, leveling up at SILAC is about balance. It is about building scale without losing agility, adding capability without adding friction, and driving growth without losing focus.

“This isn’t about becoming SILAC 2.0,” Acker says. “It’s about continuously improving what already makes SILAC strong.” 

What This Means for Advisors

For advisors, “leveling up” shows up in practical ways: fewer follow-ups, clearer expectations, and a smoother path from application to policy. As SILAC refines how it operates, the path forward is deliberate.

Service is not a slogan. It is measured and improved. Innovation is not noise. It is purposeful and disciplined. Growth is not the goal. Sustainable, scalable execution is.

For Acker, that is what leveling up truly means.

“Every day, we’re working to deliver a better experience for our partners and their clients,” he says. “And we’re building the foundation to do that consistently as we grow.”  

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