Assurex E&O Plus | Do Your Emails Include This?
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Do Your Emails Include This?

Home > Pearsall’s Perspective – E&O Plus Tip of the Week  > Do Your Emails Include This?

26 May Do Your Emails Include This?

Posted at 09:00h in Pearsall’s Perspective – E&O Plus Tip of the Week by

When I am in the various E&O Plus agencies, it’s interesting that things tend to be a lot quieter than in years past. For those folks that have been around this industry for a while (pre-email), you will remember that phones were a lot more active in the past. That is how customers and prospects would typically work with the agency. But starting in the mid 90’s when email became popular, things began to change. Today, email usage certainly seems to be the more predominant mode of communication.

Since voicemail has been around much longer (dating back to around 1980), most agencies require their voicemail greeting to include language like:

“Please note, coverage cannot be bound or amended without written verification by an agency representative.”

This serves the purpose of advising the client that if they want to change / add coverage, they cannot simply leave a message and count on the matter being fully resolved. For example, if your client buys their spouse a very expensive anniversary diamond ring, the client knows they cannot count on the coverage being in place until they actually interact with and get approval from an agency representative.

However, with email now the more common mode of communication, is it possible that the client can send you an email and expect the matter to be resolved? Could they send you an email such as the following and expect coverage to be in place

“Just bought my wife a very nice diamond ring and we are off to Hawaii for our anniversary. Will talk to you when we get back. Just want to make sure that coverage is in place.”

Without any of the necessary details, it will be difficult for the agency to properly insure the diamond ring.

It is suggested that agencies require staff to include a similar statement to their voicemail on their email signature. Over time, through the use of an email disclaimer, the client will become aware that they cannot assume coverage is bound until they speak with or get written authorization from the appropriate agency representative. Including this disclaimer is very easily done and can have an impact on the defense of the agency should a problem develop.