I’ve read reviews and testimonials from people who have different insurance plans. Some are tragedies, others are triumphs. Some are irrational and others are lucid. Some throw blame, while others give excited cheers. The key to all of this is that there is no middle ground. The reviews or testimonials show either utter contempt for the insurance company or they are overjoyed with their insurance company. Why is this?
There are several reasons we can investigate:
First, the person has not read or understood the policy.
One of the biggest problems is that people don’t read their policies properly. They make assumptions, they decide they will read it later, but never do. If they think they have a claim, they don’t read their policy to confirm their claim. Nor do they call the insurance company to determine if they are covered. Another problem is that the person reads the policy but does not understand it and then does not seek clarification from their agent or the insurance company’s call center or website. The failure of policyholders to read and understand their policy and to make assumptions without seeking clarification is the number one reason for complaints.
Second, they had an inexperienced or ill-informed insurance agent.
Not all agents are the same. A well-informed and experienced career mediator knows what the policy does and does not do and can explain the policy clearly and concisely. An experienced broker knows how to ask the right questions, is in the business to help people and not just to make money. An experienced agent can answer your questions or know who to call to give you your answers and do so in a timely manner.
Unfortunately, there are a lot of brand new agents, or agents for the money who don’t know the answers or where to get them, or just don’t care. Get to know your agent before signing. Ask them who they go to for answers. Find out what kind of person they are and what their personal interests are. Call their supervisor if you have any questions or concerns. Discover the motivations and knowledge base of the agents. The reputable inexperienced agents need people to trust them so they can gain experience, but take the time to minimize your risk by using the suggestions I’ve mentioned.
Third, they had an inexperienced call center agent.
Call centers have the same problems as many other businesses. They may have brand new employees who don’t have the experience to serve you well. Again, like inexperienced agents, call center representatives need people who trust them so they can gain experience as well. If you question the knowledge or abilities of the call center representative, politely ask to speak to their supervisor. That way you can get more definitive answers and help that inexperienced rep by creating a learning experience for them.
Fourth, you should know that insurance is a team effort.
If something goes wrong and you discover that something you thought was covered is not covered, don’t play the blame game. It doesn’t matter that you haven’t read the policy or that your agent forgot to tell you about your policy or that the agency is not paying your claim because of what you would say is a technical issue. What matters is what you do with this information. Did you learn anything from the experience? Will you be better equipped next time to get what you need from your insurance? What can you do to make sure you have the insurance you need? What can you do to make sure your next claim goes smoothly? We all make mistakes, but what we do with that mistake is what matters. Learn and grow from mistakes and leave the blame game to those who just want to complain.
Know your policy!
When you get a new gadget, 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 doesn’t cover, how to make claims and when to make claims will help you get the most out of your policy. This starts even before you sign your application. Don’t sign up unless it meets all your needs and at a price you can afford. Then go through the entire policy at least once a year and ask these questions. Does this policy still meet my insurance needs? Do I know what is and what is not covered? Do I know who to call if I have questions? Do I know how to file a claim? Has my agent spoken to me anywhere this year to check on me and make sure my needs are still being met? If you can answer all these questions then you are in good shape, if you can’t then you should call your agent, contact the call center or check the agency’s website for answers. I hope this information helps you.