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I don’t know what country you are in, but in the U.S., the average adult reads at a 5th-grade level. Insurance contracts are not written at a 5th-grade level. The contracts are confusing. And while we, as insurance professionals, think about insurance 40 hours a day, five days a week, the consumer doesn’t. Cut them some slack.
@RCA1 the problem with your analogy is I don’t pay for fishbowl or depend on it to replace my property in the case of a loss. For credit cards, mortgages, and banks, my beliefs on responsibility transfer over. If you’re not reading your financial agreements, asking questions, etc, you’re irresponsible.
I think a big part of it is the fact that the industry can be really confusing for nonprofessionals. And a lot of professionals don't take the time to fully explain things, either. I've had people come to me with policies and they know absolutely nothing about their coverage, which is equal part their responsibility and the responsibility of the people who should be helping them set up their coverage.
I see alot of complaints about this across multiple different insurance areas and its a case of either miss understanding or a customer in regret for their mistake and first reaction is to blame the company in question.
Best thing is let the customer vent and look what options they have got from that point onwards
Very!
In Canada, legislation was introduced to simplify, and clarify insurance as a whole. It also put the onus on brokers to fully communicate coverages and changes to the insured. That said, some insureds need to be reminded of their responsibilities, firmly.
Personal accountability isn’t the norm anymore.
Sadly, I have found too many people, especially the younger ones, want someone to hold their hand and baby them.
Insurance really is not that difficult if people took the time to actually take the time to read and comprehend what they have or are getting into.
I did a contract with a health insurance company for AEP which there were so many agents who did not understand what the various Medicaid levels were and what they meant.
It is just not with insurance products that people act like babies on.
I did two contracts with Target, years ago, and people would either call in or chat in mad and wondering why they did not receive a certain discount or item with their purchase because they did not bother reading the Terms and Conditions which I would read to them if they called or copy / paste from the website for them to read.
The worst one I had was when this female did not cancel her 14-day trial on two beauty products and then finally called to see what was going on 12 months later. Could she not tell there was money being taken out of her account for the previous 11 months and receiving new products every month?
Did you get in trouble for the unintelligent comment? We’re constantly told never to upset insureds and basically just to take their abuse. I had a colleague who got called a racial slur and hung up the phone, like hard r yelled at her I listened to the recording, and her manager wrote her up for hanging up and not calling back. Our company has a culture of let the insureds do and say whatever they want and they’re slowly changing it, like we used to have an entire pending cancel department that would call them every time their policy went into pending cancel status! People are not happy about the changes but I think it’s for the better tbh
I work with yacht insurance and it’s always “my assistant forgot to pay the bill” they always blame someone else
I don’t understand the obsession with blame the insureds have. The most common phrase I hear is “it’s not my fault”. Like yes, it is. It doesn’t matter what the context is. YOU are the owner. YOU bought this policy. The buck stops with YOU. Rarely do I ever see a situation where this isn’t the case!
I don’t mind when it’s simple ignorance. I still don’t know very much about my HO6 policy.
I mind when they want the rental car but didn’t pay for the rental coverage. If the accident isn’t your fault you can get it reimbursed by the claimant carrier. I also mind when they chose the collision coverage deductible then get mad when they have to pay it.
These are good examples! And I mostly agree about the complexities of the forms. There’s a wide range of irresponsibility from insureds. At least half is absolutely ridiculous and easily resolved by reading the declarations page!
Sure it’s annoying but it’s your job to help clients understand the insurance process and to advise as to what is and is not covered. Let them know what to do when they first come on board as to cancelling policys etc. If they are on the payment plan then its up to you (or the accounting department) to know if they have missed any payments…..
Bless you heart… don’t you worry I do my job and I do it well. The insureds never know that I think they’re irresponsible, childish, and stupid. Clearly no one has ever pointed out their responsibility, and our industry walks them through it like they’re babies. They need never pick up on any knowledge regarding their own affairs. It’s better for the business that way, isn’t it?