I read reviews and testimonials from people who have different insurance plans. Some of them are tragedies, others are triumphs. Some are irrational and others are clear. Some throw blame while others cheer excitedly. The key to all of this is that there is no middle ground. The reviews or testimonials either show complete disdain for the insurance company or are overjoyed with their insurance company. Why is this?
There are different reasons that we can investigate:
First, the person did not read or understand the policy.
One of the biggest problems is that people don’t read their policies carefully. They assume they’ll read it later, but they never do. When they believe they have a claim, they neglect to read their policy to confirm their claim. They also neglect to call the insurance company to see if they are covered. Another problem is that the person reads the policy but does not understand it and then fails to contact their agent or the insurance company’s call center or website. The most common reason for complaints is that the insured has not read and understood their policy and is making assumptions without seeking clarification.
Second, they had an inexperienced or uninformed insurance agent.
Not all agents are the same. A well-informed and experienced career agent knows what the policy will and will not do and can explain the policy clearly and succinctly. An experienced broker knows the right questions to ask, is able to help people and not just to make money. An experienced agent will either be able to answer your questions or know who to call to give you your answers and do it in a timely manner.
Unfortunately, there are a lot of brand new agents or money agents out there who don’t know the answers, where to get them, or just don’t care. Get to know your agent before you sign. Ask them who they turn to for answers. Find out what kind of person they are and what their personal interests are. Call your manager if you have any questions or concerns. Find out about the agents’ motivations and knowledge base. The serious, inexperienced agents need people who trust them so they can gain experience. However, take the time to minimize your risk by following the suggestions I mentioned.
Third, they had an inexperienced call center agent.
Call centers have the same problems as many other companies. They may have brand new employees who lack the experience to serve you properly. Just like inexperienced agents, call center representatives need people they trust so they too can gain experience. If you have any doubts about the call center representative’s knowledge or skills, politely ask them to speak to their manager. This way, you can get clearer answers and help the novice representative by providing them with a learning experience.
Fourth, you need to know that insurance is a team effort.
If something goes wrong and you find that something you thought was covered isn’t covered, don’t play the blame game. It doesn’t matter that you didn’t read the policy, or that your agent forgot to tell you about your policy, or that the agency won’t pay your claim for what you think is a technicality. What matters is what you do with this information. Did you learn anything from this experience? Are you better equipped to get what you need from your insurance company next time? What can you do to ensure you have the insurance coverage you need? What can you do to ensure your next claim is processed smoothly? We all make mistakes, but what matters is what we do with that mistake. Learn and grow from mistakes and leave the blame to those who just want to complain.
Know your policy!
If you purchase a new device, read the instructions to make sure you know how it works. It’s the same with insurance. Knowing how your policy works, what it does and does not cover, how to file claims, and when to file claims will help you get what you want from your policy. This starts before you even sign your application. Don’t sign unless it covers all your needs and is available at a price you can afford. Then, at least once a year, review the entire policy and ask these questions. Does this policy still meet my insurance needs? Do I know what is covered and what is not? Do I know who to call if I have questions? Do I know how to make a claim? Has my agent spoken to me at some point this year to check in on me and ensure my needs continue to be met? If you can answer all of these questions, you’re in good shape. If not, you’ll need to call your agent, contact the call center, or check the agency’s website for answers. I hope this information helps you.
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