While I think of our industry as helping people in their greatest time of need, there is a real battle of impressions that will affect how much extra cost the industry may absorb from the COVID pandemic. This really struck me as impactful – “A lot of people hate the insurance industry,” Sam said. “Here’s how they see us: Clients pay us a bunch of money, then they have an issue, file a claim, and the insurance company hires a lawyer to fight them–over a product they bought but never received.” He said it’s crucial to keep hammering away at the message that insurance companies are in the business of paying claims. They wouldn’t have any customers if they didn’t pay claims. “That message gets tricky, of course,” Sam said, “because the customer hears, You pay lots of claims, just not mine…?”