by J_Pax » Mon Nov 15, 2010 01:59 pm
:hug: I am a retail insurance agent in NJ, but have an issue that touches agents, and commercial insurance consumers, nationwide. ACORD revised the "Certificate of Insurance" last year to better define it's purpose, and create more realistic expectations as to its' usefulness. We issue thousands of Certificates a month to various Certificate Holders, and often encounter "push-back" from them. Specifically, the party requesting the certificate has requirements concerning the information they need to see on the certificate that the current version of the ACORD certificate does not satisfy.
We have taken an agency-wide stance that we will use only the most current version of the ACORD certificate (09/2009), and will not be including any wording on the certificate that is not accurate and supported by the policy's terms and conditions.
As an agent, how do you handle the "push-back" from Certificate Holders? Has anyone come up with a successful strategy to get the holders to accept the certificate as issued?
We have taken an agency-wide stance that we will use only the most current version of the ACORD certificate (09/2009), and will not be including any wording on the certificate that is not accurate and supported by the policy's terms and conditions.
As an agent, how do you handle the "push-back" from Certificate Holders? Has anyone come up with a successful strategy to get the holders to accept the certificate as issued?
Posted: Mon Nov 15, 2010 04:45 pm Post Subject:
Don't know what "push back" you're encountering. Why would someone not accept the fact that if it's not covered it's not covered, and should not be represented in any other way on a Certificate.
Posted: Mon Nov 15, 2010 04:52 pm Post Subject: Push Back
By "push back", I mean the holder rejecting the certificate we have issued because it does not contain all the items they want. For example, some require the use of an antiquated GL form and require that the form number/date be listed, some require 45 days notice of cancellation, etc. Since we cannot comply with requirements that are not "legal" (like these examples), we issue the certificate reflecting the current terms and conditions of the insured's policy and nothing more. The end result is an unhappy holder, which translates to an unhappy insured. Most agents will not violate the law, as is the case with us. I'm just curious as to how folks in this same situation are handling the responses.
Posted: Tue Nov 16, 2010 11:02 am Post Subject:
There are some legalities or state norms that you already know and the holder also needs to learn. It's very important that the holder understands these requirements. Your success lies in the way you convey all things to your clients. At the same time, you'd need to make sure that you don't indulge in violating the laws.
Posted: Wed Nov 17, 2010 05:58 am Post Subject:
I'm just curious as to how folks in this same situation are handling the responses.
If there has been a change in your state's laws concerning the required information in a Certificate, then I would simply provide a copy of the applicable state law that identifies the required information and show that the Certificate complies with state law.
Years ago, before I found my way into the industry, I owned a photo studio. The INS (at that time) changed the requirements for "Green Card" photos from a full face to a semi-profile showing the right ear. When persons came in and had their photo taken, if they argued about the view not being correct, I simply showed them the official notice from the INS that indicated what the requirement was, and the date that it took effect. Settled the issue on the spot.
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