The Assumption Trap: How Asking Questions Protects Your Agency

In the fast-paced world of insurance, juggling client needs, service requests, quotes, and workflows means mental shortcuts are inevitable and allow us to make quick judgments and solve problems efficiently, reducing the need for extensive analysis and calculations.

But the shortcut of assuming – accepting something as true without proof – is a hidden trap waiting to spring. It might seem harmless, but unchecked assumptions can lead directly to errors, compliance issues, unhappy clients, and even costly E&O claims.

Common assumptions in Agency offices:

About client needs:

• “They probably can't afford that coverage."
• “Their employer already provides a retirement plan so they understand the options they have for investing.”
• “They only have one policy with us, so no need to do a review.”

About employees:

• “They definitely knew that was urgent",
• “They’ve done it before so they should have known how to do it this again.”
• “They should have known to follow up on that…”

Step 1: Recognize Your Assumptions – Tune In

Awareness is your crucial first line of defense. Assumptions often hide in plain sight, disguised as habits or "common sense." They feel true, which makes them tricky. Cultivate the habit of pausing and developing an internal monitor:

• Pause & Reflect: Before finalizing that quote, sending the crucial email, or delegating that task, take a brief mental pause. Ask yourself: “What am I taking for granted here? What am I accepting as true without direct confirmation?” Is there a piece of information I think I know but haven't actually verified recently?
   
• Identify Triggers: Become extra vigilant during common assumption hotspots: policy renewals (assuming nothing material has changed), handling familiar clients (assuming their situation or needs are static), rush requests (where speed can override verification), or applying "standard" procedures without confirming they still apply or fit the specific situation.
   
• Listen to Your Language: Catch yourself (and others) using assumption flags like "They probably want...", "I'm sure it's still...", "We always do it this way...". These phrases are verbal cues signaling a potential need to stop and verify, rather than proceed on autopilot. Recognizing that internal feeling of "knowing" without recent proof is key.

Step 2: Seek Active Confirmation – Turn Assumptions into Questions

Once you spot a potential assumption, the next step is action: verify it. Don't guess when a clear question can provide certainty and prevent mistakes down the line. Here’s how:

• Ask Open-Ended Questions: These uncover information you might assume isn't important or that you already know.
   
  • Instead of assuming price is the only driver: "Besides your budget, what are the most important factors for you when considering coverage options for your business?" (This checks the common assumption that clients only care about the lowest premium, potentially uncovering crucial risk tolerance or coverage needs).
     
• Paraphrase & Summarize: This confirms your interpretation matches the speaker's intent, checking the assumption that you understood correctly.
   
  • After a manager explains a new process: "Okay, let me make sure I've got the new workflow: Before sending the quote to the client, I now need to document the recommendation rationale in the 'Notes' section of the CRM first. Is that right?" (This checks the assumption that you fully grasped the sequence and details of the new procedure).
     
• State Your Assumption & Ask for Validation: Sometimes the most direct route is best. This directly addresses a specific belief you hold and asks for confirmation or correction. Be polite but clear:
   
  • Client: "I'm working under the assumption that your business operations haven't significantly changed in the last year. Is that still accurate?"
     
  • Coworker: "My understanding is you have the capacity to handle this urgent endorsement request today. Please let me know if that's incorrect before I assign it."
    
  • Client regarding a client's teenage driver: "I'm working under the assumption that Sarah is still living at home and primarily driving the sedan listed on the policy. Is that still the case, or have there been any changes we need to account for, like her taking a car to college?" (This directly checks assumptions about driver status, location, and vehicle usage which impact rating and coverage).

Building the habit of consciously questioning assumptions – with clients, your company connections, and your own team – isn't about adding friction or slowing down; it's about embedding precision, building trust, and actively protecting your agency. It prevents misunderstandings, reduces errors, strengthens relationships, and mitigates significant risks. Make turning assumptions into questions your agency's collective superpower – it strengthens every aspect of your work and safeguards your success.