They Say, Hearsay
My insurance company paid my claim and then told me it was going to subrogate with the company that insured the at-fault driver of the car crash. Subrogation? Why would they bother? Does it mean I'll have to return some of my claim payout if the company is unsuccessful in getting its money back? 

We Say
Even though subrogation is an unfamiliar word to policyholders, that doesn't mean we should shy away from using it. In fact, we should use the word often, along with an explanation of how and why it works and its benefits to policyholders. Concern from customers about rising insurance rates is all the motivation we need to begin to tell the public more about what we do internally to control costs, from managing underwriting costs to investigating possible fraud, to the process of subrogation.

Subrogation is ancient; a concept traced to common law established in the Magna Carta in the 13th century. It simply means that an insurer stands in the shoes of the insured by exercising the right to recover payment from the party responsible for the loss. Maybe all the insured wants to know is that we are working to get his deductible back. However, there is much more to it, and people will never understand what they get if they do not see it or we do not tell them about it.