I have a rule of thumb: if I have to remember a list of items that’s longer than three items, I have to write it down. Otherwise, I will always forget one of the items. It’s my N-minus-1 rule. If the list is N items long, I will remember N-1 of them. I discovered this rule running to the grocery store for my wife. Now, when she asks me to pick up a few items, I always ask how many items she wants. If it’s more than three, I write it down.
Insurance education has lots of lists: lists of things that are covered, lists of exclusions—you get the picture.
I didn’t realize this when I first got into the insurance education business because my area was life insurance. Here’s the list for life insurance:
- Undead—not covered
Two items. I can handle that one. Of course it’s more complicated than that, but the life insurance list isn’t in the same league as health insurance, with its lists of procedures, or property-casualty insurance, with its lists of perils and hazards and risks—oh my!
Pure lists are hard to teach because, if the typical learner is anything like me, their brains operate on the N-minus-1 rule. And more often than not the forgotten 1 is the item they need to know.
In designing a learning experience, then, you have to decide exactly what it is you want to teach people. Here are some possibilities:
- Instead of teaching people to recite a list, you might want to give them the list to take away with them (remember my grocery list)—then teach them how to use the list.
- You might want to teach items on the list the learner might encounter with some frequency: property-casualty producers might have a greater need to understand the coverages and exclusions relating to employee dishonesty than they need to understand the exclusion for nuclear war.
- You might want to teach why things are on a list: cosmetic surgery is on the list of exclusions because cosmetic surgery is normally elective, whereas an appendectomy is not.
- Instead of pure memorization, you might have activities requiring the learner to sort items into “piles”: covered versus excluded. You can get really fancy and have a secondary sort of the excluded pile into exclusions that you can buy separate coverage for (like flood insurance) and exclusions that you can’t (like for war).