Accidents do happen. And we have had two in a row here at the Knox Manor. Of course the drivers in my house were at fault. I can’t say anything, because I was one of the drivers this particular go around. Thankfully no one was injured in either mishap.

I received a letter today from the underwriting department at my insurance company. It seems they are none too happy with me. I am a big boy and I take bad news pretty well. In fact, I even accept it fairly well when I know for a fact that I am in wrong in a given situation. I have learned to accept such things well, because that sweet bride of mine is the master of confronting so gently that you can’t help but melt when she is finished. But the insurance company did not confront my recent indiscretions directly.

The letter from the underwriting department addressed to “Policyholder Knox” implied that I was not aware of the fact that I had made two recent claims. Last time I checked my name is John or if you prefer the more formal Mr. Knox or Dr. Knox that is ok too. “Policyholder Knox” is not what my insurance agent calls me at his office. The letter indicated that is not uncommon for policyholders to be unaware of their number of claims are moving violations. Thankfully I have had a nice clean driving record for well over a decade. I found that revelation to be amusing. People commonly forget car accidents and expensive speeding tickets? I find that hard to believe. In essence the letter in a very round about way scolded me for making two claims in a short period of time.

I am not trained in public relations. I know very little about the insurance industry, but I am a decent student of human nature. If they are interested, I have a few suggestions for employees in the underwriting department. It is important to be polite, but straightforward. Get to the point and state it succinctly. I believe people appreciate honesty. If they are troubled by the number of claims a policyholder is making, then express that very clearly in as few words as possible. Secondly I think people appreciate being addressed in a respectful manner. “Policyholder Knox” does not communicate a spirit of respect in my estimation.

I realize that I could learn some helpful lessons from the good folks working in some office building in Dallas. I need to be reminded that everyone deserves to be addressed in a respectful manner no matter what the situation happens to be. Every person I deal with professionally or personally deserve to be addressed appropriately. I have to be reminded of this periodically, because I am fully capable of being a jerk. I too have a lot to learn about communicating as clearly and honestly as possible. Our culture encourages us to water things down in the name of being tactful. Direct and honest efforts at communication are always a good thing. In the long run, good relationships become better and stronger.

I will discuss my letter with my friends at the insurance office. It is nice to have friends down there. I am sure they will say: “Now Policyholder Knox just calm down and all will be good once again….” I may roll my eyes, but I have to be nice to them. They are my friends! I am grateful to have friends and not “Underwriters” because after all accidents do happen.