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Car salespeople, attorneys and insurance agents all share a reputation for making consumers cringe. Fair or not, insurance professionals often end up at the bottom of people’s “favorite industries” list. But why is that? And is the frustration directed at insurance agents really justified? Here’s a closer look at why insurance agents get such a bad rap — and why they deserve a bit more grace.
Why People Dislike Dealing With Insurance Professionals
Industries people resent usually share one trait: we turn to them out of necessity, not desire. You need a lawyer if you’re sued. You need a salesperson if you’re buying a car. And if you own a home or vehicle, you need someone to help insure it. These required interactions create friction before a conversation even starts.
Insurance agents fall squarely in that category. They start their day early (earlier than most of us), respond across time zones and spend their days balancing client needs with insurer guidelines — yet they’re often met with skepticism or irritation before saying hello.
The Complaints Insurance Agents Hear Daily
When your auto insurance premium increases, your agent is usually the first person you call. But here’s the behind-the-scenes truth: if your rate went up, so did everyone else’s. Agents field waves of calls and emails from frustrated clients demanding explanations — often for factors agents don’t control.
Accidents add another layer. When something goes wrong, you’re stressed, upset and sometimes in shock. And who do you call first? Your insurance agent. They hear the anger, fear and frustration that come with any loss, even though they didn’t cause the accident and can’t speed up the claims process beyond what the insurer allows.
Then there are the social comparisons. At dinner one night, someone mentions what they pay for car insurance, and suddenly everyone is worked up. You feel overcharged, so you reach out to your agent — often with irritation. But pricing reflects dozens of factors: the car you drive, your driving record, your address, your mileage and more. Your friend’s lower rate may simply reflect lower risk.
What Consumers Often Forget About Agents
Most frustrations directed at insurance agents stem from misunderstandings about their role. Here are three key reminders:
Your insurance agent doesn’t set your premium.
Rates are determined by the insurance company based on data, risk and filings with state regulators — not by the person answering your call.
Your insurance agent is a human being.
They’re doing their best to help you, even when they’re delivering news you don’t want to hear. Treat them the same way you’d want to be treated.
Your insurance agent wants to keep you as a client.
Happy customers are how agents make a living. They’re motivated to help you, advocate for you and retain your business.
Insurance agents may not always get the credit they deserve, but most work hard to help consumers navigate a complicated and often stressful industry. A little patience and understanding can go a long way — for you and for them.
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