To paraphrase Abraham Lincoln, you can please some people all of the time, and all people some of the time, but you can’t please all people all of the time. In a client-based profession, these words will always ring true. From insurance producers to attorneys, and all professions in between, we will inevitably have clients who are disappointed with some service we have provided–justifiably or not. As professionals, we must accept that our clients will not always be pleased, and may not recognize the extent of our efforts to achieve the result.

But where does client dissatisfaction cross the line and become an E&O claim? When should we report this dissatisfaction to our E&O carrier? These are hot issues that courts around the country consider with increasing frequency. As an insurance producer, you must keep them in mind not only when running your own agency, but also when counseling any professional insureds you have as clients.

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