Burand’s Agency E&O Blog: Tip #60

Quality of Quotes. Sometimes in the hurry hurry world of the CSR or producer, an insured will request quotes for certain coverages. Whether they do so as a result of the agency using a coverage checklist or simply the client’s own initiative is unimportant. If a client requests a quote for a certain coverage, or even more important, they request a certain coverage, agencies almost certainly must provide the quote and if requested, the coverage.

Sometimes agencies do not provide the quote or coverage because they cannot provide the coverage. So rather than advise the client they do not have the ability to provide a coverage, they hope the client forgets. This is not a good E&O practice. Instead, the agency should be direct with the client and advise they cannot provide a quote/coverage for that item. Also, do not lead the insured to believe that just because the agency cannot provide the quote/coverage that no other agency can provide it either. Just leave it that your agency cannot provide it.