Ever feel like your Insurance Company is Dr. Jekyll and Mr. Hyde?

By Benjamin Goss, MBA

In the literary world, few characters embody the stark contrast of good versus evil like Dr. Jekyll and Mr. Hyde, crafted from the brilliant mind of Robert Louis Stevenson. To put it simply, Dr. Jekyll was the embodiment of good manners and goodwill, a respected figure in society, while Mr. Hyde was the complete opposite, a personification of the vile and malicious. The intriguing twist to this tale? They were one and the same, two faces of the same coin. An uncanny comparison to this duality can be drawn with the world of insurance, more specifically, the juxtaposition between the sales and underwriting side, our Dr. Jekyll, and the claims or adjusting side, our Mr. Hyde.

Let’s start with Dr. Jekyll, the benevolent side of our tale, which finds its mirror image in the sales and underwriting division of insurance companies. You’ll find them welcoming, generous, almost charmingly eager to draw you into their fold. With every smile, every guarantee, they paint a picture of security, a comforting blanket of coverage that promises to safeguard you when calamity strikes.

Insurance underwriters, akin to Dr. Jekyll, are the artists who sketch the outline of your policy, taking into account an array of factors to formulate a coverage plan tailored to your needs. The allure of certainty, the promise of protection, and the charm of personalized service, all weave a tapestry of reassurance and safety. In this stage, it’s all sunshine and rainbows, lulling you into a sense of security.

Yet, as the tale of Dr. Jekyll warns us, there is another face waiting to reveal itself. Enter Mr. Hyde, the alter ego, the darker side, who, in our insurance allegory, manifests as the claims department. This is the realm where promises made are promises kept, or so one hopes. Yet, it is often here that policyholders encounter a startling contrast, a departure from the initial charm offensive to a more bureaucratic, often frustrating experience.

While Dr. Jekyll, our underwriting and sales division, was all about extending a warm welcome, Mr. Hyde, our claims department, seems more preoccupied with finding reasons to deny, delay, or underpay claims. Gone is the accommodating nature, replaced instead with scrutiny, skepticism, and red tape. The cordial, attentive persona gives way to a seemingly indifferent alter ego.

Of course, this is not to say that all claims departments are inherently antagonistic, much like not all underwriting divisions are necessarily your best friend. However, the stark contrast between the two faces of the insurance company often leaves policyholders feeling like they have been blindsided, deceived even, akin to the shock that Dr. Jekyll’s society felt upon discovering his darker half, Mr. Hyde.

The key takeaway from this Jekyll and Hyde comparison is to be aware of the duality of insurance companies and to be prepared for it. When dealing with Dr. Jekyll, take the time to understand your coverage thoroughly, ask questions, and ensure you’re fully aware of the fine print. When confronting Mr. Hyde, stand your ground, document everything, and remember, you don’t have to face him alone.

We have journeyed through the curious tale of insurance companies and their Jekyll and Hyde duality. From the allure of Dr. Jekyll’s (sales and underwriting) charm to the harsher realities that sometimes manifest in the persona of Mr. Hyde (claims department), it’s a ride of contrasts. But remember, dear reader, equipped with knowledge, tenacity, and the right support, you hold the power to navigate through both these realms successfully.

Does any of this sound familiar to you? Have you had an unfortunate experience with an insurance claim, leaving you feeling like you’ve been dealing with a real Mr. Hyde? We want to hear your story. Please, send us an email, tell us about your experiences. After all, we’re here to lend a hand and perhaps, together, we can bring out more of the Dr. Jekyll side of your insurance company. So, don’t hesitate. Reach out and let’s navigate this journey together.