Dealing with a difficult, challenging client is when we were transferring over from one insurance agency to the next. I had an older client who used to being informed by getting paperwork in the mail or an agent reaching out. Through the transition, everything was online. They received their mail with the new policy. Most people took it as scam. She was panicking, having a hard time. Once I was able to walk her through the online steps and get those insurance cards, everything worked out in our favor.