Fingers Crossed: That cool heads will prevail to solve the many property insurance crises — from State Farm's proposed withdrawal, to the actuarially unsound rates at Citizens Property Insurance Corp., to the dangerous under-funding of the Florida Hurricane Catastrophe Fund.

Public Meltdown: As to one of the biggest elephants in President Barack Obama's house — AIG — well, he really should have seen this stampede coming. Americans have a highly developed sense of fairness, and our ire is fast and furious when we think somebody is taking advantage. The furor over the government's aid packages totaling $170 billion was nothing compared to the March uprising when the bonuses became public knowledge.

“Contractual obligations” aside, taxpayers are infuriated that millions in bonuses are going to the very people who seemingly brought this disaster about. Washington heard the outcry loud and clear. Obama called AIG a “corporation that finds itself in financial distress due to recklessness and greed. Under these circumstances, it's hard to understand how derivative traders at AIG warranted any bonuses, much less $165 million in extra pay.” Treasury Secretary Timothy Geithner was ordered to use “every legal means” to try to block the payments, and Congress called yet another hearing. The outcome of all of this is uncertain, but almost surely it will end up in the courts.

The court of public opinion has already issued its verdict.

AIG has shown a shocking lack of public relations smarts since its troubles became front-page news in September. “Yes, we want to be rescued, but No, today is not convenient. Let me call you from my Gulfstream.” Even before this debacle, the insurance industry faced image problems, especially here in Florida, with Gov. Charlie Crist ever eager to stir the pot. If AIG, with all of its considerable resources, can't get the PR right, then you might be asking yourself what hope you have of getting a positive message out.

Actually, a lot.

You are not in New York. You are here — in your customers' hometowns, backyards, downtowns, and suburbs. You are living and working alongside them, understanding their problems and needs.

AIG lost $62 billion in the fourth quarter of 2008. It has more than 74 million insurance policies in 130 countries. People can't relate to that. But they can relate to their next-door neighbor. Insurance always has been — always will be — a people business. So make that phone call; knock on that door; go to that luncheon.

Don't let AIG be the public face of insurance. That's your job. Be proud of it.