Hawaii Agent
Expert
- 63
I always have clients asking if XYZ is covered. How do you guys address this without it being viewed as claims advice? Is there a standard phrase that you use? I'm looking for help from the experts!
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I've been an independent agent for 10+ years, but a lot of people ask preemptive claims questions. I get questions asked by prospects and I am trying to make sure that I'm not put into an E&O situation. I typically let them know that all claims are handled on a case by case basis, but I'm wondering if you guys have better phraseology that can get the point across that I'm not giving any claims advice
During my years as a claim rep I had many policyholders say "My agent told me." Then I would often have to say "Your agent was wrong. I'll read you what it says in your policy."
It's best for an agent to be cautious about answering "what if" coverage questions unless he/she can point to a place in a policy and say "Here's what your policy says about that."
A solid technique is to immediately state that you cannot answer their question, because you are not their agent and don't have all of the information. Then move over to a theoretical situation.