My blog of Sept. 29 about the need for greater simplicity in small-business insurance policies prompted a number of intriguing reader responses, running the gamut from those who were completely sympathetic to others who were totally dismissive.
Small-business consumers queried about their customer experience in a pair of focus groups run on behalf of Deloitte's Center for Financial Services were nearly unanimous in their dissatisfaction with the way their insurance policies are drafted, complaining they appear to be “written by lawyers for lawyers.”
The blog in question (“Could Policies Written in Greek End Up Being Trojan Horses?”) reported that the vast majority of small-business insurance buyers in attendance couldn't make sense of what their policies said or what they were meant to cover, leaving them at the mercy of interpreters such as lawyers, agents and brokers. More than a few said they suspected this lack of clarity might be intentional to give carriers an edge when a claims dispute arises.
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