It is always a challenge to deliver bad news to a client, especially when they just had a loss. So I've had a situation where there was not coverage for a particular item or area of the home, which I delivered. So what I try to do is couple the bad news with good news. So for example, ma'am, that particular item is not covered, however, what is covered is your contents. We can pay you for your contents and make you hold on everything. So I tried a couple of bad news with good news with just empathetic attitude and know that I did the best I could for them. Couple the good with the bad, and it's usually easier for them to swallow if you do it that way.