Years ago, the term “full coverage” was widely used in the industry to indicate when an insured had both collision coverage and other than collision (formerly comprehensive) coverage on their automobile. As time wore on, the term fell out of favor within the industry for some very good reasons. Unfortunately, the public still uses the term with little understanding of what coverages they actually have and what is and isn't “full coverage”. However, like any myth, it's hard to dispel.

Various websites tackle the issue. Allstate addresses it head on stating that there is no such thing, that full coverage often refers to a combination of various coverages that help protect a vehicle. Nationwide also states that there is no such thing, and that an insured can build a policy that provides coverage for collision, comprehensive and liability. Insurance.com states that “full coverage” is a policy with not only liability coverage but comprehensive and collision as well, and explains that ideally an insured will have the types and amounts of insurance that protects the individual based on his risk profile.

However, the public at large still uses the term frequently with a variety of assumptions as to what kind of coverage they actually have. They may assume they have rental reimbursement, towing, gap coverage, replacement cost coverage, and everything else. Unfortunately, if we do not correct the perception that “full coverage” exists, then we risk misunderstandings and unhappy customers. So how do we explain coverage to insureds? Everyone has her own style, and each insured is different. What follows are just some ideas that may be helpful.

The first thing to overcome is getting them to sit still long enough for a quick course in insurance, and somehow preventing them from glazing over during your discussion. The explanation should be quick and easy; not rushed, but short enough that you can hold the customer's attention and long enough to get the facts across. You want to hit the highlights; that not everything is covered, there is coverage for injury to others and damage to their property which is mandatory; there is coverage for damage to the insured's vehicle, which is mandatory if a loan exists. Some coverages are optional with an extra fee, including towing, labor, rental, and gap coverage.

Examples work extremely well, and the more vivid the example the more apt the client is to remember the lesson. It also helps to keep them engaged in the conversation. Telling the client that racing, driving for Uber, and deliberately running over someone are not covered acts makes more of an impression than saying certain things are not covered. Coverage is for cars and trucks; motorcycles need their own policy. Liability coverage provides coverage for accidentally hitting a bus full of nuns taking children to the circus and injuring them. The bus full of nuns sticks in the mind and helps get the point across; it can be anything you want, a bus full of any variety of people, gymnasts, dancers, anyone you feel that will relate to your customer. While it's not likely, it helps make the point that higher limits that will cover medicals for a number of people are important. In reality, it's likely to be a family in a sedan, but the example makes an impression. Abstractly $50,000 sounds like a lot; when you put it to paying medicals for a bus full of hypothetical nuns and children, it's easier for customers to realize that higher limits are needed.

Property damage coverage is optional unless there is a loan on the Tesla/Jaguar/Mercedes; if so, then there must be other than “collision” and “collision” coverage to pay for any damage to the vehicle, for example running into a tree or being hit by a deer. While people still refer to comprehensive coverage, ISO forms have called it Other Than “Collision” since at least 1986, although the manual still uses comprehensive. Regardless, we may as well use the appropriate term. Explain that the policy only pays for the value of the vehicle and not the loan amount. With the current cost of vehicles and length of loans, you want to highlight this as people do not understand that without the extra gap coverage they will be overfinanced if the vehicle is totaled early in the life of the loan. Having spent some time settling total losses, this point is extremely important.

Asking the insured how he would get around without his vehicle may help him realize that indeed he does want to pay for rental coverage. The question may make it more real to the insured than just asking if he wants rental coverage. Likewise, asking what he would do if he found himself stuck on the side of the road may also make it easier to explain towing and labor. Make it clear if the service is provided or just reimbursed.

Uninsured and underinsured coverages should be explained as well; coverage for the insured if he is struck by someone with no insurance or not enough insurance, covering damage to his vehicle and payment for his medical bills. Insured's don't often consider that they could sustain significant injuries from an uninsured party, and their vehicle could be totaled.

Admittedly this is just one take at a quick and dirty explanation; ideally you will have more time with the customer so that you can show them the policy form, point out the different coverage sections and the exclusions section, discuss how definitions work in a policy form, and answer any questions the insured may have. Use whatever examples work for you; I've always used the bus full of nuns, but you may like to use something different. The example itself doesn't matter; the important part is memorability.

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