What should the agent do if a consumer is confused about the information being explained?

When a consumer is confused about information being explained, it is crucial to ensure they receive clarity in a supportive manner. Inquiring about assistance from an Authorized Legal Representative is an effective approach because it allows for a trained individual to provide tailored explanations that might resonate more with the consumer's understanding. Authorized Legal Representatives are often knowledgeable about the specific legal and regulatory aspects of insurance, helping to clarify complex information that may be confusing to a consumer.

This option emphasizes the importance of providing accurate information while also ensuring the consumer feels supported. Rather than simply reiterating the same information or diverting the conversation, involving someone with legal expertise ensures that the consumer’s needs are addressed comprehensively, reinforcing trust in the process.