My last column ("When client dissatisfaction moves to E&O Claims," October 2009) addressed the perils of client complaints and "potential claims."

For all of the bad press the insurance industry receives for appearing hidebound, boring and risk averse, the reality of its responsiveness and creativity is evident in the way carriers have responded over the years to pollution liability.

Agents are facing the softest market since 1933 and many are scrambling to find growth anywhere they can. Some agents are truly scared, and when a person is scared, emotions often trump logic. Quick fixes, even if illogical, become irresistible.