I have been reading reviews and testimonials from people who have various insurance plans. Some are tragedies while others are triumphs. Some are irrational and others are lucid. Some blame, while others give excited cheers. The key to all of this is that there is no middle ground. Reviews or testimonials show outright disregard for the insurance company or are delighted with your insurance company. Why is this?
There are several different reasons that we can explore:
First, the person did not read or understand the policy.
One of the biggest problems is that people don’t read your policy carefully. They make assumptions, decide they will read it later, but never do. When they think they have a claim, they don’t read your policy to confirm your claim. They also don’t call the insurance company to determine if they are covered. Another problem is that the person reads the policy, but doesn’t understand it, and then doesn’t seek clarification from their agent or the insurance company’s call center or website. The insured who does not read and understand his policy and makes assumptions without seeking clarification is the main reason for complaints.
Second, they had an inexperienced or uninformed insurance agent.
Not all agents are the same. A knowledgeable and experienced career agent knows what the policy will and will not do and can explain the policy clearly and concisely. An experienced agent knows the right questions to ask, he’s in business to help people and not just to make money. An experienced agent can answer your questions or know who to call for your answers and does so in a timely manner.
Unfortunately, there are many new agents, or agents for money who do not know the answers or where to get them, or simply do not care. Get to know your agent before signing. Ask them who they turn to for answers. Find out what kind of person you are and your personal interests. Call your supervisor if you have questions or concerns. Discover the motivations and knowledge base of the agents. Reputable inexperienced agents need people to trust them so they can gain experience, but take the time to minimize risk by using the tips I mentioned.
Third, they had an inexperienced call center representative.
Call centers have the same problems as many other companies. They may have new employees who do not have the experience to provide you with adequate service. Again, like inexperienced agents, call center representatives need people to trust them so they too can gain experience. If you question the knowledge or skills 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 need to know that insurance is a team effort.
When 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 has forgotten to tell you something about your policy, or that the agency is not paying your claim because of what you would say is a technicality. What matters is what you do with this information. Did you learn anything from the experience? Are you better equipped to get what you need from your insurance next time? What can you do to make sure you have the insurance coverage you need? What can you do to make sure your next claim is processed smoothly? We all make mistakes, but it’s what we make of that mistake that counts. 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, you read the instructions to make sure you know how it works. The same goes for insurance. Knowing how your policy works, what it covers, what it doesn’t cover, how to file claims, and when to file claims will help you get what you want from your policy. This starts even before you sign your application. Don’t sign unless it meets all your needs and a price you can afford. Then review 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 covered and what is not? Do I know who to call if I have questions? Do I know how to file a claim? Has my agent spoken to me at any time this year to monitor me and make sure my needs continue to be met? If you can answer all of these questions, you are in good shape, if you can’t, you should call your agent, contact the call center, or check the agency’s website for answers. I hope this information helps you.