As insurance agents, we don’t just sell policies; we manage expectations, reduce risk, and guide people through some of the most stressful moments of their lives. Over the years, I’ve learned that most client frustration doesn’t come from insurance itself. It comes from breakdowns in communication, preparation, and advocacy.
Here are the three biggest concerns clients consistently have about their insurance agent, and how we, as professionals, should address them.
1. Claims Feel Slow, Confusing, and Out of the Client’s Control
When a client files a claim, they’re often already overwhelmed. Damage has occurred, business is interrupted, or a personal loss has taken place. Too often, clients feel abandoned once the claim process begins.
What clients experience:
• Delays with no explanation
• Confusion about next steps
• A feeling that no one is “on their side.”
How agents should help:
A good agent acts as an advocate, not a bystander. That means explaining the claims process before a loss ever occurs, setting realistic timelines, and staying actively involved once a claim is filed. Agents should help gather documentation, clarify coverage questions, and communicate with adjusters when needed.
Clients don’t expect miracles. They expect guidance, clarity, and reassurance that someone knowledgeable is walking them through the process.
2. Coverage Gaps and Unpleasant Surprises
One of the most damaging moments in any client relationship is when someone hears, “That isn’t covered,” after a loss. In many cases, this isn’t about bad intent, it’s about poor discovery and rushed policy placement.
What clients experience:
• Assumptions about coverage that were never confirmed
• Policies that don’t reflect real-world operations or lifestyle changes
• Surprise exclusions or insufficient limits
How agents should help:
Strong agents ask better questions. We need to understand how a client actually lives or operates, not just what box they check on an application. That means conducting regular coverage reviews, explaining exclusions in plain language, and proactively recommending adjustments as businesses grow or lives change.
Insurance should never be a guessing game. Education and clarity are part of the service we owe our clients.
3. Poor Communication and Inconsistent Follow-Up
Clients don’t expect their agent to be available 24/7, but they do expect responsiveness, consistency, and transparency. When communication breaks down, trust follows quickly.
What clients experience:
• Calls or emails that go unanswered
• Vague explanations or industry jargon
• Feeling like a policy number instead of a relationship
How agents should help:
Communication is one of the simplest ways to differentiate ourselves and one of the most overlooked. Agents should set clear expectations for response times, explain coverage in plain language, and proactively check in rather than waiting for problems to arise.
Even a short update goes a long way toward reinforcing trust.
The Bottom Line
The best insurance agents don’t just sell coverage; they solve problems before they happen and guide clients when things go wrong. Claims advocacy, proper coverage design, and clear communication are not extras. They are the core of our values.
When we approach our role as advisors and advocates, we not only reduce client frustration but also build long-term relationships based on trust, confidence, and results.
That’s what good agents do.