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Let's handle these one at a time.
"The client can't afford it." This response is often given as a rationale for mistakes one and two. That being said, there are many people on fixed and/or shrinking incomes for which this statement is a reality. The heartbreaking truth is that many people are struggling to keep their homes, let alone insure them properly. Still, we can help. Make sure they view their entire insurance program holistically and do the same with their cost of insurance. Rather than focus on a single line or on beating the current price, see if premium dollars can be reallocated from potentially over insured lines and used to fill any gaps in coverage.
Look also to premium financing options if appropriate and check with community groups for advice and assistance. We do it for utilities, food, and clothing; why not for the potential loss of home and property? If we think long and hard on this one, I'll bet we can solve it. (I'd love for you to send me your thoughts on assistance ideas so that I can share them. Send them to scott@gopolestar.com). At the very least, do what you can. Make sure that your clients have a disaster recovery plan, have protected their important documents, and have inventoried their property. And while you are at it . bring by a smoke detector and a fresh battery. This is what the chicken would do-the best she can with what she has to work with.
"The client doesn't want it." My wish is for all clients to someday recognize that their insurance program is like every other major purchase and many minor ones: You get what you pay for. It is our responsibility to provide all clients enough information to make an educated decision about their coverage and the risk they are willing to retain. To fulfill this responsibility, we must accurately assess each client's total risk. How many times have you been asked to just quote an expiring policy, focusing only on what is insured, without also investigating what isn't? Too often, I suspect. Many clients bristle at the mention of a complete insurance assessment, while others absolutely refuse. Still, we should stick to our guns. Pure price buyers spoil the integrity of the independent agency system and the carriers that support it.
If by chance you are lucky enough to be in a position to turn away these clients and send them to the online quote shops, by all means do so (they'll be back after their first claim); however, do so only after making a solid, sincere effort to inform and educate them. If you are in the business of writing this kind of business, thinking you'll go back and round out the account later on, it's time to take a hard look at your true capability. Do you really return to these clients with a structured method for coaching, supporting, and educating them about the other lines so they have enough information to make an educated decision? Or do you, like most agents, find yourself too busy to take anything other than a random and haphazard look at the other lines? If you are the former, I love you. If you are the latter, I love you, too, but I'll love you a whole bunch more if you either formalize your program or account-round from the start.
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