When you are on an insurance call or leaving a message, it is common to hear terms, policy numbers, or explanations that are not clear. Saying you do not understand is not a weakness; it is a necessary step to get the correct information. This guide gives you direct, natural phrases to use when you need to say you do not understand in an insurance call message, whether you are speaking to an agent or leaving a recorded message.
Quick Answer: What to Say When You Do Not Understand
If you are unsure during an insurance call, use one of these simple phrases:
- “I am sorry, I did not catch that. Could you repeat the policy number?”
- “I do not understand the term ‘deductible’ in this context.”
- “Could you explain that part again? I want to make sure I have it right.”
These phrases are polite, clear, and work in both live conversations and recorded messages.
Why It Matters in Insurance Calls
Insurance messages often contain important details about coverage, claims, or payments. If you do not understand something, the mistake can lead to wrong information or missed deadlines. Using the right language to ask for clarification shows that you are careful and responsible. It also helps the agent or system give you the exact information you need.
Formal vs. Informal Language
The tone you use depends on whether you are speaking to a customer service representative, leaving a voicemail, or sending a follow-up message. Here is a quick comparison:
| Situation | Formal Phrase | Informal Phrase |
|---|---|---|
| Live call with agent | “I am afraid I did not follow that. Could you please clarify?” | “Sorry, I didn’t get that. Can you say it again?” |
| Voicemail message | “I did not understand the explanation about my claim status. Please call me back to clarify.” | “I’m a bit confused about my claim. Can you call me?” |
| Follow-up email | “I would appreciate it if you could rephrase the coverage details.” | “Can you explain that part again? Thanks.” |
Formal language is safer for first contact or when speaking to a supervisor. Informal language works if you have already spoken to the same person and have a friendly rapport.
Natural Examples for Different Scenarios
Example 1: On a Live Call
Agent: “Your policy includes a 30-day waiting period for pre-existing conditions.”
You: “I am sorry, I do not understand what ‘waiting period’ means here. Does that mean I cannot use my coverage for the first 30 days?”
This example shows you are asking for a definition while also confirming your understanding. It is direct and polite.
Example 2: Leaving a Voicemail
You: “Hello, this is Maria Santos. I received your message about my claim, but I did not understand the part about the deductible. Could you please call me back at 555-1234 and explain it again? Thank you.”
This message is clear, states the problem, and asks for a callback. It avoids confusion because you specify what you did not understand.
Example 3: In a Follow-Up Email
You: “Dear Mr. Chen, thank you for your voicemail. I listened to it twice, but I still do not understand the timeline for the claim review. Could you please send me a written explanation? Thank you.”
This is a written request that shows you tried to understand on your own but need more help. It is respectful and specific.
Common Mistakes When Saying You Do Not Understand
Many English learners make these errors. Avoid them to sound more natural and professional.
Mistake 1: Saying “I don’t understand” without context
Wrong: “I don’t understand.”
Why it is a problem: The agent does not know what part you are confused about. They may repeat the same information.
Better: “I don’t understand the term ‘exclusion’ in my policy. Can you explain it?”
Mistake 2: Using “What?” or “Huh?”
Wrong: “What? Say that again.”
Why it is a problem: This sounds rude and impatient, especially in a formal insurance context.
Better: “I am sorry, I did not catch that. Could you repeat it?”
Mistake 3: Pretending you understand
Wrong: “Okay, yes, I understand.” (when you do not)
Why it is a problem: You may miss important details and later have to call back, wasting time.
Better: “I think I understand, but could you confirm one more time? The premium is due on the 15th, correct?”
Better Alternatives for Common Phrases
Here are some phrases you might be tempted to use and better alternatives that sound more natural.
| Instead of saying… | Say this… | When to use it |
|---|---|---|
| “I don’t get it.” | “I am not sure I follow that.” | On a live call, polite but still casual. |
| “What does that mean?” | “Could you explain what that term means?” | When you hear a new word or phrase. |
| “I’m lost.” | “I am having trouble understanding the process.” | When you are confused about a series of steps. |
| “Can you repeat that?” | “Could you repeat the last part about the coverage limit?” | When you missed a specific detail. |
Mini Practice: 4 Questions and Answers
Test yourself with these short practice scenarios. Read the situation, then check the answer.
Question 1
Situation: The agent says, “Your claim is under review, and we need a signed form.” You do not understand which form.
What do you say?
Answer: “I am sorry, which form do you need? Could you tell me the name or number of the form?”
Question 2
Situation: You are leaving a voicemail. The agent’s message mentioned “coordination of benefits,” but you are not sure what that means.
What do you say?
Answer: “Hello, this is John. I received your message about coordination of benefits, but I do not understand that term. Please call me back at 555-6789 to explain. Thank you.”
Question 3
Situation: The agent speaks too fast, and you miss the deadline for submitting documents.
What do you say?
Answer: “I am sorry, I did not catch the deadline. Could you please repeat the date I need to submit the documents by?”
Question 4
Situation: You are reading a policy document and see the phrase “actual cash value.” You are not sure how it is calculated.
What do you say in a follow-up email?
Answer: “Dear Agent, I am reviewing my policy and see the term ‘actual cash value.’ I do not understand how this is calculated for my car. Could you please explain? Thank you.”
FAQ: Saying You Do Not Understand in Insurance Messages
1. Is it okay to say “I do not understand” in a voicemail?
Yes, it is perfectly fine. In fact, it is better to say it clearly so the agent knows what to clarify when they call back. Just be specific about what you did not understand.
2. What if I still do not understand after the agent explains again?
You can say, “Thank you for explaining. I am still not clear on one point. Could you try a different way to explain it?” This shows you are trying and keeps the conversation polite.
3. Should I use formal language even if the agent is friendly?
It is safer to start formal. If the agent uses casual language, you can match their tone. But when you are unsure, formal language is always respectful and professional.
4. Can I ask the agent to write down the explanation instead?
Yes. You can say, “I am having trouble understanding this over the phone. Could you send me a written explanation by email?” This is a reasonable request and often helps you review the information later.
Final Tips for Insurance Call Messages
When you need to say you do not understand, remember these three points:
- Be specific. Tell the agent exactly what part you are confused about.
- Be polite. Use “please,” “thank you,” and “I am sorry” to keep the conversation respectful.
- Ask for confirmation. After the agent explains, repeat the information in your own words to make sure you understood correctly.
For more help with starting your message, visit our Insurance Call Message Starters guide. If you need to make polite requests, check the Insurance Call Message Polite Requests section. You can also practice with our Insurance Call Message Practice Replies. For any questions about this guide, see our FAQ page.
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