If your customer doesn’t understand the market or business model for the product you’re selling, don’t laugh at them, help them.
I’ve just got off the phone with a sports insurance company. (Or more accurately, a broker with lots of poorly trained customer service reps.) Sports insurance doesn’t appear to work like other types of insurance we regularly purchase.
When I request a quote for house, car, travel insurance, etc., I get a price and schedule of what’s included, i.e., what the majority of people might need. There are also a few extras that I might want to add on at an additional premium.
When it comes to sports insurance, apparently, it works very differently.
I can decide how much I want to spend each month, based on how much money I want back to pay for any treatment, when an injury occurs. I have to do the maths and figure out the risk probability to decide how much it might cost to get private treatment.
But I have no idea about risk probability. That’s what insurers pay actuaries for.
When I queried the model and asked if it was possible to just get a quote to cover whatever I might need in terms of treatment through the average season, I was abruptly told, in a condescending tone, that this was not how the cover works; that’s health insurance.
No, “Oh, I’m sorry, if you want to cover everything, you might consider health insurance, but there are some benefits to sports insurance.”
No, “Ah, is this the first time you’ve considered sports insurance? Let me talk you through how it might work and how you might benefit from cover.”
Just a patronising, dismissive brush-off.
Are we all just too busy being superior to have empathy and help people grow and learn?
