Insurance lingo can be very off-putting to customers. By way of illustration, we point to an amusing anecdote that one of our colleagues likes to tell about the first time she called an agent after a fender bender. The agent said “You’ll have to file a claim with the insurer.” “Oh no,” she said. “I’m not claiming this, I have proof, I have names of two witnesses.” A back and forth ensued with our at-the-time clueless colleague hanging up the phone with a great sense of unease. The jargon of our industry made her feel that her agent didn’t believe her and that she was locked in an adversarial process. We use the term “claim” in our industry in a specialized way, but the primary definition is: “An assertion of the truth of something, typically one that is disputed or in doubt.” So should we refer to our insureds as “claimants” or as “customers”?
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Facts at a Glance
Click on any of the leaders below to view their full biography
"Joining Renaissance Alliance is simply the single best business decision I have ever made."
Kristin Guglielmo, Penny-Hanley, Howley
"We have experienced tremendous growth and that is directly attributable to membership in Renaissance Alliance."
Joe Callahan, Cabot Risk Strategies
"We have grown over 10% per year for the last four years and it is directly attributable to membership in Renaissance Alliance."
Patrick Walsh, May, Bonee & Walsh