Real-Life Decision Making -- Solution
You tell her the claim isn't valid.
Even though you hate to break the bad news, you decide to tell Ms. Logan her claim isn't covered.
She's not happy. She says she called you -- her trusty insurance agent -- because her gold watch was missing. She insists it should be covered and wants a check for the loss. But since the property wasn't stolen, and has just disappeared, it is not covered by your insurance company's policy.
This is the real-life decision made by agent David Creighton Sr.
"My personal values system told me that I had to," he says. "If I hold myself to be a professional then I have to act like one."
This situation is a common one in the insurance industry. Sometimes clients try to pressure agents into twisting a claim around.
"A lot of people would say, 'You know how to take care of me, so do it.'"
But the consequences are very severe if agents lie on an insurance claim form. It could mean being fired or having your license revoked. Such a thing would take a personal toll, to be sure.
"I would have to deal with my own self-worth. I like to use the word 'integrity.' It's one of the traits of a good insurance agent," he says.