“When Words Collide” The Webinar

  A very special webcast presented LIVE on September 22 and 24, 2020

I know many of you have my book “When Words Collide: Resolving Insurance Coverage and Claims Disputes.” Later this month, I will be presenting a 6-hour webinar (yes, 6 hours, all in one day) in two different sessions. The Big “I” of Maine will be sponsoring the first session and the Big “I” of Vermont and Big “I” of Rhode Island will be sponsoring the second session. These sponsors have agreed to allow nonmembers to attend the webinars from across the country, but note the times…each session begins at 9:00 a.m. EASTERN time (EDT), so you may have to log in 1-3 hours earlier than that to attend if you are not in the Eastern time zone.

Immediately below are links to register. Below that is an explanation of what is going to be covered in each session, along with testimonials for the book. In addition, we’ll be giving away some signed books.

To register:

Attendance at each webinar is limited to 100 people, so please register ASAP!

To register, choose one of the options below. Email the person indicated if you have registration questions or problems. For questions about the content of the webinars, email me at Bill@InsuranceCommentary.com.


TUESDAY, September 22, 2020

9 am – 4 pm EDT  |  8 am – 3 pm CDT  |  7 am – 2 pm MDT  |  6 am – 1 pm PDT


Click here if you are located in Maine or need Maine CE credit, then register based on your membership status here:


Registration questions or problems? Email Shannon Gorman at shannon@maineagents.net.

Everywhere other than Maine

Click here if you are located outside Maine, then register as a “Non-Member”here:


Registration questions or problems? Email Shannon Gorman at shannon@maineagents.net.

(Don’t forget that the webinar begins at 9:00 a.m. EASTERN time (EDT)!)


THURSDAY, September 24, 2020

9 am – 4 pm EDT  |  8 am – 3 pm CDT  |  7 am – 2 pm MDT  |  6 am – 1 pm PDT

Rhode Island

Click here if you are located in Rhode Island or need Rhode Island CE credit, then register based on your membership status here:


Registration questions or problems? Email Sarah Ribera at sarah.ribera@iiari.com.


Click here if you are located in Vermont or need Vermont CE credit, then register based on your membership status here:


Registration questions or problems? Email Sarah Ribera at sarah@viaa.org.

Everywhere other than Rhode Island and Vermont

Click here if you are located outside Rhode Island and Vermont, then register as a “Non-Member” here:


Registration questions or problems? Email Sarah Ribera at sarah.ribera@iiari.com.

(Don’t forget that the webinar begins at 9:00 a.m. EASTERN time (EDT)!)


What this webinar is about:

Have you ever disagreed with an adjuster about coverage and disputed a claim denial? Have you ever lost an account because of what you thought was an unjust claim denial you could not get reversed? If so, would you be interested in a proven methodology to reverse over 90% of claim denials that are or should be covered?

Nothing destroys a customer’s trust more than a bad claims experience. If you’re an agent, you sell promises that you are relying on someone else to deliver. That person is likely not infallible and, as a result, you can lose a customer if a claim that is or could be covered is denied.

If you are an independent agent, legally the customer belongs to you. What you sell, beyond assisting in exposure analysis, insurance coverage selection, and QCing the insurance product, is your advocacy at claim time.  Good agents sell coverage, not price, and they advocate for coverage at claim time. Great agents advocate successfully when convinced that a claim is or should be covered.

The big issue is HOW can you accomplish this? In this program, you’ll learn practical, proven strategies for successful resolution of disputed claims from a respected insurance professional with decades of technical experience and deep insights into how the industry works that have uniquely positioned him to speak to this subject.

Bill Wilson, CPCU, ARM, AIM, AAM is the author of four (soon to be five) books, including the book that is the subject of this webinar, When Words Collide: Resolving Insurance Coverage and Claims Disputes,” a 4.9 star Amazon rating and ranked the #4 insurance book of all time by Brian Tracy on BookAuthority. In this program, he will share with you his 50+ years of experience in the insurance and risk management industry, along with a 4-5 step process he has practiced for over 30 years in assisting independent agents resolve probably over 100,000 disputed claims.


What you will learn:

  • 4 reasons claims are denied and how to deal with each type of denial
  • 2 ways to deal with claim disputes
  • 2 fundamental and foundational premises of the insurance industry
  • The role of industry advertising and its impact on the erroneous perception that insurance is a commodity
  • 3 sources of coverage gaps that lead to disputes and the role of the agent in fixing these gaps
  • Issues that arise from policy form drafting and revision
  • How to differentiate between ISO and non-ISO policy forms and why that’s important
  • 12 policy interpretation doctrines that govern the resolution of coverage and claims disputes, especially the “RTFP!” Doctrine
  • How to distinguish between folklore and fact when it comes to coverage
  • How to apply a 4-5 step process of claims resolution to potentially reverse over 90% of improperly denied claims
  • Why Forms AND Facts matter in determining whether coverage exists
  • How Language AND Logic create a compelling argument for or against coverage
  • 17 legal and contractual principles that can be used to “plead your case” to the adjuster and others
  • How the ability to understand Latin can assist you in resolving claim disputes!
  • Insurance policy interpretation issues such as why eligibility and coverage are two different things
  • 7 or more types of policy exclusions to be wary of
  • Why the denial of an uncovered claim might not be legally binding on an insured
  • What to do if you can’t convince the adjuster that a claim is or should be covered
  • Most important…what the movie “Road House” has to do with resolving claim disputes!

This workshop includes dozens of practical examples drawn from the 160 real-life claims and 80 court cases cited in the book on which this program is based. Not an agent? While this program is presented largely from the perspective of the agent and policyholder, if you are a claims professional, attorney, consultant, or risk manager, most of the principles and practices presented in this program can also be used to convince the agent and/or policyholder that a claim is NOT covered.


Testimonials for the book

“I’ve just completed what may be the most useful, insightful and relevant book I’ve ever read about our great industry: Bill Wilson’s When Words Collide – Resolving Insurance Coverage and Claim Disputes. Over the course of the last 41 years, I think I’ve read at least 33 insurance textbooks, most of them written by well-respected, nationally-known insurance authors.

Bill’s book just might be the best book related to our profession I’ve ever read. When Words Collide presents a cogent approach to resolving insurance coverage issues.  It’s the first book I personally have ever read on that specific topic. The book is meticulously researched, full of great examples, and written with an ever-present sense of humor and fun. Yes, insurance is indeed fun! Just read the 325 pages of this book! You’ll quickly see how such crucial principles as noscitur a sociis, four corners of the contract, extrinsic evidence, and “RTFP” can turn a denied claim into a paid claim.

You’ll also receive copious testimony why insurance is definitely not a commodity, an especially valuable message in this era of ’15 minutes can save you 15%’ and ‘cheaper is better’! I urge all property-casualty insurance professionals to read When Words Collide – Resolving Insurance Coverage and Claim Disputes. You’ll keep it close to your desk the remainder of your career.  I tip my hat to Mr. Wilson.” Craig J. Andrews, CPCU, ARM, AAI, AU-M, ARe, AIC, AMIM, ASLI, CRIS

“Bill Wilson is a paramount educator of Insurance. His latest book, When Words Collide: Resolving Insurance Coverage and Claims Disputes, is an excellent resource all insurance claims experts and professionals should have in their library. I thought so much of it I have ordered the book for each Merlin Law Group attorney.” – Chip Merlin, J.D.

“I think everyone who works in P&C insurance should read this book….Reading this book was like sitting in on a hundred claims committees without having to spend a thousand hours in research and meetings.” – Amber Wuollet (video review at https://www.youtube.com/watch?v=lfnil7efDHA)

“Bill Wilson takes his years of experience in the trenches and provides the insurance community with realistic and street-wise words of wisdom in this excellent claims handbook. For both the novice and the experienced professional, Bill’s approach gives any reader a heads-up and pathway to approaching even the most complex claims situations.” – Dan Kohane, J.D.

“[When Words Collide] is a Magnus Opus, probably the most important and usable insurance book I have read. Wilson deals with a complex legal subject with the lucidity of a true educator. This book should be in the office of every agent, adjuster and underwriter. It is an indispensable tool to understand and unlock the subtlety of insurance policies. It will be invaluable to have this work from one of the masters of coverage interpretation.” – Stuart Powell, CPCU, CIC, CLU, ChFC, ARM, AMIM, AAI, ARe, CRIS

“This book is a must read for every insurance professional that cares about providing the right coverages and being an advocate for their clients to receive the coverage they have purchased when they incur a claim.” – Chris Burand, CBA

“In ‘Words Collide,’ Bill Wilson has shared his over four decades of formal education and extensive experience to provide extraordinarily valuable and expert information on the many facets of the insurance industry. His book is well organized, easy to follow as a reference and packed with examples that bring to life so many important concepts. ‘Words Collide’ is a ‘must have’ resource for insurance agents and brokers, underwriters, claims adjusters, claims executives, insurance company marketers and marketing executives, most attorneys and also anyone with responsibility for the purchase of insurance for themselves and others, such as risk managers of large organizations.” – Craig Stanovich, CPCU, CIC, AU

“This is a great book for any insurance agent, insurance broker, claims person, or claims lawyer that needs to know how insurance is dealt with in the real world rather than the esoteric home of appellate jurisprudence.” – Barry Zalma, Esq., CFE

“When Word Collide” is more than a must read. It’s a must-have reference for every agency owner and should be required reading for agency staff. While situations may change, the principles Bill Wilson outlines in his book do not and they serve as a foundation for virtually any issue you encounter. To get Bill’s decades of wisdom and insight in one book is a gift to the profession.” W. Michael McBride, JD

“Whether you are a seasoned industry professional or just beginning your insurance career, ‘When Words Collide…Resolving Insurance Coverage and Claims Disputes,’ is a must-read. Wilson’s years of experience jumps out at you from each page. Bill’s writing style will keep you captivated. The book becomes a desk reference in the amazing and often challenging world of Insurance policy formation and interpretation. Technical competence in the property and casualty industry involves a continuous dedication to the craft and a commitment to lifelong learning…with the benefactors being the policyholders, the insurance carriers and their agents and brokers!” Greg Deimling, CPCU, ARM, AMIM

“I think this book is a must read for insurance producers, their assistants and especially those who are new to our industry.” – Chuck Schramm, CPCU, CIC, AAI, ARM, CRM

“Your book should be in every agency.” – Berry Adcock, CPCU

“Bill’s book is a manifesto for a back to basics, common sense, thoughtful, deliberate approach for determining coverage.” – Kevin Quinley, CPCU, AIC, ARM (video review at https://www.youtube.com/watch?v=4-jrLwfeV24&t=1s)

“Bill Wilson is the nation’s foremost leading expert on form, coverage, and technical issues.”Bob Rusbuldt, CEO of the Independent Insurance Agents & Brokers of America

“I just finished reading Bill Wilson’s book ‘When Words Collide’ for the first time – but definitely not the last. Since I wouldn’t know where to begin to describe best book I have ever read on insurance policy coverage and analysis – I’ll just end by saying: ‘When Words Collide’ by Bill Wilson is the best overall insurance book I have ever read. Every person in the insurance industry and all attorneys practicing in the Tort Trial and Insurance Law Sector should read this book as their primary source of education on resolving insurance claim and coverage disputes and then file it their library as THE authoritative resource. Throughout his insurance career Bill has always been able to take one of the most complicated subjects and make common sense (where sense can be made) out of the words on the page. After reading ‘When Words Collide,’ not only will you be able to RTFP but you’ll be able to UTFP. Great job Bill!” – Lee M. Hoffman, CIC, LIC, CPIA

A Work of Insurance Art!

Posted in Insurance, Technical Update by Stuart Powell On November 26, 2019

Some of you may know that my academic background and training was in religion and philosophy.  One of the areas of study in philosophy is aesthetics, which is essentially the study of beauty.  Mostly aesthetics focuses on the arts, i.e., paintings, music, poetry, drama, etc.  Rarely, if ever, is aesthetics mentioned in the world of business.  There is an exception… and it is in the form of a book.  A book of inestimable worth, beautiful in concept, design and execution.  A true work of insurance art.  The book is entitled When Words Collide – Resolving Insurance Coverage and Claims Disputes.  It is written by Bill Wilson, CPCU, ARM, AIM, AAM.

I first became acquainted with Bill almost 25 years ago.  I had just become Director of Education for IIANC and Bill was Director of Education for the Insurors of Tennessee.  Having read and studied many of the great minds in Western Culture, I became immediately attracted to this person who appeared to have an incredible gift for insurance language and a creative genius.  I have gotten to know Bill as a colleague and, more especially, as a friend over this last quarter of a century.  I continue to be amazed at his ability to wrestle reason out of insurance forms and his creativity and insights in producing enlightening content on insurance subjects.

When Words Collide should be in every office where insurance issues are considered (whether in an insurance agency, underwriting or claims office or attorney’s office.)  It is not a textbook or tome written by an academic, rather it is a compendium of almost 50 years of interpreting insurance forms and applying those interpretations to events in the real world.  It is eminently readable and even humorous in places. It does contain a wealth of information about insurance policies as legal contracts and a layman’s approach to the different methods used by lawyers and courts in the interpretation of insurance policies.

However, the great worth of this book lies in its treasure trove of actual anecdotes where these legal principles are applied to specific claims and where Bill was able to wrestle reason out of the form and apply it to the facts to obtain an equitable resolution to an insurance claim.  Anyone who has spent any time in the insurance business knows the difficulty in drafting generic insurance forms that have a straightforward application to actual events.  Claims adjusting is not an exact science.  Adjusting is a tough job.  I have often said that the job of an adjuster is to pay the claimant every penny to which they are entitled under the policy… but not a penny more because they are spending my money.

There is almost an inherent conflict between the interest of the insurance company and the interest of the policyholder.  This conflict gives rise to multiple interpretations of the insurance policies intent to cover.  The law of contracts recognizes that where insurance policies are written by insurance companies any ambiguities in the policy language should be interpreted to the favor of the policyholder.  Therefore, the ability to read insurance policies to determine fair and reasonable interpretations of the policy language is a tremendous benefit to the policyholder and not unfair to the insurer.  When Words Collide is a master class in making such fair and reasonable interpretations.

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Bill Wilson

Founder at InsuranceCommentary.com
One of the premier insurance educators in America on form, coverage, and technical issues; Founder and director of the Big “I” Virtual University; Retired Assoc. VP of Education and Research from Independent Insurance Agents & Brokers of America. Reprint Request Information