Insurance Hour: Your Questions Answered - Navigating Insurance Nuances

Published Date: 07/09/2024

Why Your Insurance Agent Doesn’t Call Back—And Why Your Dog Might Be Raising Your Premiums

In the often confusing world of insurance, a little communication—and a lot of understanding—can make all the difference.

That was the message from Karl Susman, host of Insurance Hour, who tackled a range of listener questions in this episode—from frustrated policyholders whose agents won’t return calls to dog lovers wondering why their furry friends are costing them coverage.

What unfolded was part empathy, part education, and 100% classic Susman: clear, honest, and practical advice for navigating the tricky nuances of insurance in real life.

Here’s a breakdown of the lessons from this episode—and what they mean for anyone trying to get fair coverage and good service in today’s unpredictable insurance landscape.

When Your Insurance Agent Won’t Call You Back

The first listener question came from someone clearly at the end of their rope:

“My insurance agent won’t return my calls. Can I get her in trouble or report her to the police?”

It’s a question that captures a surprisingly common frustration. When you’re paying hundreds or even thousands of dollars a year in premiums, you expect your agent to be responsive. But what happens when they’re not?

Susman’s answer was grounded in both professionalism and compassion.

“You could get her in trouble,” he admitted. “You could go to her employer, the insurance company, or even the Department of Insurance. But that’s really the last resort.”

Instead, he urged listeners to start with understanding and direct communication.

“Try and work with them,” he said. “We’re all people too. Maybe they’re having a bad day or something’s going on in their life. Before you go nuclear, try sending an email or leaving a kind voicemail saying, ‘Hey, I know you’re busy, but I really need to talk to you. Can you please call me back or have someone reach out?’”

That approach, he noted, works far better than anger or threats.

Agents Are People, Too

Susman reminded listeners that insurance agents are human—fallible, busy, sometimes overwhelmed—but usually well-intentioned.

“There are good agents, average agents, and bad agents,” he said. “Just like doctors, lawyers, or mechanics. Some are excellent, some are okay, and some really shouldn’t be doing what they do.”

He even quoted his father’s memorable advice:

“When you go to medical school, even the doctor who graduates with a C still gets to write MD after their name.”

In other words, credentials don’t always guarantee excellence—but empathy and professionalism do.

If your agent consistently ignores you, Susman advised escalating through the proper channels:

• Step 1: Contact the agency manager or the company’s customer service line.
• Step 2: If that doesn’t work, you can file a complaint with your state’s Department of Insurance.
• Step 3: As a last resort, you can switch agents or carriers entirely.

But in most cases, a patient, respectful approach gets faster results—and preserves the relationship.

“You’re paying for your policy, yes,” Susman said. “But you’re also dealing with another human being. Sometimes just giving them the benefit of the doubt goes a long way.”

Why Dog Ownership Affects Homeowners Insurance

The next listener question took the show in a different—though equally relatable—direction:

“Why can’t I get a simple quote for home insurance because I have a few doggies? It’s my home I want insured, not my doggies!”

Susman, a self-proclaimed dog fanatic, chuckled affectionately.

“First of all, thank you for saying ‘doggies’—that just warms my heart,” he said.

But beneath the humor lay a serious point. Many homeowners in California are finding it difficult to get or keep coverage because of the type of dog they own.

“It’s a great question,” Susman said. “You don’t see the connection at first. But when you have a dog, there’s the potential that dog could cause harm to someone—say, by biting them. And your homeowners policy doesn’t just cover your property; it also covers liability.”

Liability Coverage and Dog Bites: The Hidden Risk

Homeowners insurance isn’t only about protecting your house from fire or theft—it also protects you from lawsuits.

If your dog bites someone, you could be held legally responsible for the victim’s injuries, medical bills, and emotional trauma. That’s where your liability coverage comes in.

“It’s not that your policy pays for the dog bite itself,” Susman explained. “It’s that the liability portion of your homeowners insurance could be triggered to pay for that claim if someone sues you.”

Insurance companies look at risk data—and statistically, certain breeds have more bite-related claims than others.

“It’s not about judgment or stereotypes,” Susman emphasized. “It’s just math. There are actuarial tables showing that certain breeds tend to have higher claim frequencies. That doesn’t mean your dog is dangerous—but it does mean your carrier sees higher risk.”

The “My Dog Doesn’t Bite” Argument

Susman sympathized with listeners who insist their dogs would never harm anyone. He even shared a classic joke to illustrate how unpredictable animals (and people) can be:

“There’s a man standing with his dog. Another man walks up and asks, ‘Does your dog bite?’ The man says, ‘No.’ The visitor reaches to pet the dog—and gets bitten. He yells, ‘You said your dog doesn’t bite!’ The first man replies, ‘That’s not my dog.’”

It’s a perfect metaphor for risk perception versus reality.

Even the sweetest pets can react unexpectedly under stress, fear, or surprise. From an insurer’s perspective, it’s not about trusting your dog—it’s about protecting against the possibility, however small, that something could go wrong.

Which Breeds Are Most Often Restricted?

While Susman didn’t call out specific breeds in the show, the insurance industry commonly flags certain types as “high-risk,” including:

• Pit bulls and Staffordshire terriers
• Rottweilers
• Doberman pinschers
• German shepherds
• Akitas and chows

Each carrier sets its own list, and some are stricter than others. If your dog’s breed appears on that list, you may find it harder to get coverage—or may face exclusions for dog-related liability claims.

“It might not be fair, but it’s how carriers price risk,” Susman said. “They’re not trying to insult your pet—they’re trying to manage exposure.”

What You Can Do If You’re Denied Coverage

If your homeowners policy is rejected or nonrenewed because of your dog, you still have options.

1. Work with an independent agent or broker.
   They can shop multiple carriers, including specialty and surplus lines insurers, that don’t have breed restrictions.
2. Look for endorsements or separate liability riders.
   Some insurers allow you to add specific coverage for pets, even if they’re considered high-risk breeds.
3. Provide documentation.
   Proof of obedience training, vaccinations, or certification from a trainer or behaviorist can sometimes help you negotiate with underwriters.
4. Consider umbrella insurance.
   An umbrella policy adds extra liability protection beyond your homeowners policy—valuable if your carrier excludes animal-related claims.

“The key,” Susman advised, “is to work with someone who understands the market and can advocate for you. There are still ways to get insured.”

Why Insurers Treat Risk as Math, Not Emotion

Both of these listener questions—about unresponsive agents and “uninsurable” dogs—highlighted a deeper truth about insurance: it’s not personal, it’s probability.

Carriers don’t decide based on how kind you are, how careful you feel, or how sweet your dog is. They rely on decades of data, claims history, and loss ratios to price coverage accurately and remain solvent.

“Statistics aren’t warm and fuzzy,” Susman said. “They’re just math. It’s not fair in every individual case—but it’s how the industry works.”

That’s why understanding how insurers think can save consumers frustration and money. When you see your policy through the lens of risk management, not emotion, everything—from premiums to exclusions—starts to make more sense.

Lessons for Policyholders

From this episode, Susman left listeners with three practical takeaways:

1. Communication Beats Confrontation

If your agent isn’t responsive, start with empathy, not anger. Most issues are resolved through calm, respectful communication.

2. Insurance Is About Risk, Not Trust

When a carrier denies coverage for your pet or property, it’s not an attack on your character. It’s a reflection of statistical exposure.

3. Education Is Empowerment

Understanding how liability, underwriting, and claims really work helps you make smarter coverage decisions—and lowers your risk of unpleasant surprises.

Final Thoughts: A Friend in the Business

At the close of the episode, Susman reminded listeners why he started Insurance Hour in the first place: to be a “friend in the business”—someone who can help consumers cut through confusion, jargon, and frustration.

“I want you to have someone you can trust,” he said. “Someone who can help you understand what’s in your policy and how it affects what you’re paying.”

In a world where premiums are rising, coverage is shrinking, and patience is wearing thin, that kind of straightforward honesty might just be the insurance we all need most.