What do you do if your insurance clients are not understanding your policy explanations?

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Navigating through insurance policies can be like trying to understand a foreign language for your clients. It's crucial to explain policies in a way that is clear and relatable. If your clients are having trouble understanding your explanations, it's a sign that you need to adjust your communication approach. Empathy is key; put yourself in their shoes and consider what information is essential for them to make informed decisions about their coverage. Simplifying complex terms and using analogies can also help bridge the gap between industry jargon and everyday language.

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Davnit Singh

Linkedin Top Insurtech Voice | Delivery & Thoughtleader for Financial Enterprises
Kumar Chinnasamy

Founder & CEO at ORisk PlacementOR (OROR)
Funmi Ogunbiyi

FIIN and CAMS certified Head of Technical at Stanbic IBTC || Insurance || Underwriting || Business Operations || Claim…

1 Simplify Language

When clients struggle to grasp policy details, it's often due to the complex language used in the insurance industry. Break down the information into simpler terms that are easier to understand. Avoid using industry-specific jargon without explaining what it means. For example, instead of saying "indemnity," you might say "compensation for loss or damage." This can make a significant difference in their comprehension and comfort level with the policy.

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Davnit Singh

Linkedin Top Insurtech Voice | Delivery & Thoughtleader for Financial Enterprises
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1. Craft a compelling visual narrative tailored to depict future scenarios and demonstrate how insurance policies provide assistance. Utilize technology to customize these illustrations in video format or according to each customer's persona. Bring his picture to make it more interesting. 2. Ensure that policy schedules and documents employ straightforward language, devoid of technical jargon, to enhance accessibility and comprehension.

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Kumar Chinnasamy

Founder & CEO at ORisk PlacementOR (OROR)
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1. Instead of showing premium working sheet, share or show the claims assessment sheet and educate the difference b/w claim reported amount and finally assessed amount. 2. Reading policy wordings alone not enough you have to read 150 claims reports of the same product to learn how the loss-working is done at the time of claim, this will articulate well as selling point of view and close the deal. 3. Prepare & show - some of the major exclusions & other components details through which claim amount would be deducted. 4. Share some of full settlement done claims case study, half settlement done case study and totally repudiated claims. 5. Maintaing a good relationship such that you are good at terms review & not for L1price matching

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Funmi Ogunbiyi

FIIN and CAMS certified Head of Technical at Stanbic IBTC || Insurance || Underwriting || Business Operations || Claim Management || Developing & Implementing Strategic Initiatives that drive Growth and Profitability!
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I agree with this perspective. Clarity and simplicity in communication is important in the contract of insurance. This will help to increase understanding and value impact of the contract.

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Justin Farnsworth

Agency Owner ?? Board Member ?? Impact Maker
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Insurance policies often confuse clients with complex jargon. But we can change that. Picture this: you're with a client, tackling their needs. They struggle with the paperwork, lost in unfamiliar terms. The problem? Jargon. We translate it into plain language. For example, "premium" becomes "the amount you pay for insurance." Suddenly, it clicks. We bridge the gap between jargon and clarity, empowering clients to understand their coverage. Remember: clarity is key. Simplify the language, boost confidence.

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2 Utilize Visuals

Visual aids can be incredibly effective in helping clients understand their insurance policies. Consider using charts, graphs, or infographics to illustrate how premiums are calculated, what is covered under their policy, and how claims are processed . This not only makes the information more digestible but also provides a reference that clients can look back on later.

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3 Repeat Key Points

Repetition is a powerful tool in ensuring your clients understand their insurance policies. By repeating key points, you reinforce the most important aspects of the coverage. This doesn't mean simply reiterating the same sentences; instead, find different ways to convey the same message to help solidify their understanding. For instance, you could explain a point, give an example, and then summarize the key takeaway.

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Justin Farnsworth

Agency Owner ?? Board Member ?? Impact Maker
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Repetition is more than just reiterating information; it's a strategic tool in insurance communication. When explaining policy details, reinforce key points through varied approaches. For instance, clarify a point, provide a relatable example, then summarize. This multi-layered approach solidifies understanding, ensuring clients feel confident in their coverage.

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4 Encourage Questions

Creating an environment where clients feel comfortable asking questions is vital. Encourage them to voice any confusion or concerns they may have. This not only helps you identify which parts of the policy are not clear to them but also provides an opportunity for you to offer additional explanations. Remember, there are no silly questions when it comes to understanding insurance coverage.

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5 Personalize Explanations

Every client has unique needs and levels of understanding. Personalize your policy explanations to align with each individual's circumstances. Use examples that are relevant to their life or business to illustrate how the policy works. For someone who owns a small bakery, explain coverage scenarios that pertain to their specific industry risks, like property damage or liability issues.

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Justin Farnsworth

Agency Owner ?? Board Member ?? Impact Maker
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Imagine you're sitting with a small bakery owner, discussing insurance. Instead of diving straight into generic coverage terms, tailor the conversation to their world. For instance, we worked with a bakery owner who faced property damage after a fire. By explaining how property insurance could help them rebuild their shop and replace damaged equipment, I connected theory to reality. Then, we delved into liability coverage, using scenarios like customer slips or food-related accidents to drive home the importance of protection. Personalizing examples to their industry risks not only makes policies more relatable but also demonstrates a deep understanding of their specific needs.

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Baibaswata Chatterjee

Senior Consultant @ Infosys Consulting | Business Consulting, Insurance
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Personalisation is the key since all solutions do not fit everyone. Listen and understand the unique circumstances of the prospect/customer. Draw future scenarios with tech wherever required to provide future insights unique to the prospect/customer. Highlight delta with different assumptions and explain the nuances of the policy terms with live examples befitting the prospect or customer.

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6 Follow Up

After your initial explanation, follow up with your clients to see if they have any lingering questions or if there's anything they've been mulling over. This shows that you are committed to ensuring they fully understand their policy. You could send a summary email highlighting the main points discussed or offer to schedule another meeting to go over any additional queries they might have.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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What do you do if your insurance clients are not understanding your policy explanations?

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1 Simplify Language

2 Utilize Visuals

3 Repeat Key Points

4 Encourage Questions

5 Personalize Explanations

6 Follow Up

7 Here’s what else to consider

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