Insurance company TV commercials are ubiquitous. By just mentioning "good hands" or "good neighbor" we know which insurance company comes to mind. Aside from the obvious marketing, I’ve noticed with greater frequency the use of certain phrases or messages that appear in letters from insurance adjusters to policyholders after claims are initiated. Some expressions are not so in your face which makes me wonder if they are placed for subliminal effect. Needless to say, I’ve seen quite a few that seem straight out of a Hallmark greeting card.

Read the following and you can make up your own mind:

"Life is defined by moments and moments define us. At Mercury we understand it’s the moment that matters. It isn’t just about providing you with great service, it’s about astonishing you the moment you need us; the moment we can make a difference for you and your family. That’s a Mercury Moment, and that’s our promise to you." (Mercury)

"Do the right thing. Put people ahead of policies. Defy Expectations." (Allstate)

I don’t how many policyholders out there ever feel that their insurance company is "astonishing" them or that they are being put "ahead of policies." If there is true sincerity and the insurance adjuster is doing everything possible for the policyholder, then I would have little criticism. However, my colleagues and I speak daily with policyholders who convey the contrary – that they are not being treated fairly. I think what is often overlooked is when it comes to claims, the insurance company has a duty to look for ways to find coverage and not just to deny coverage. If more policyholders felt that they were given a fair shake then they would feel less disappointed even if a claim is denied on proper grounds.

Confucius Quote for the Day:

"Sincerity and truth are the basis of every virtue."