“But, I don’t understand my insurance.” We hear this from many patients on a regular basis. Unfortunately, the first reaction by some dental staff members is that the patient is being a pain, wasting their time, and keeping them from getting their work done. This is an attitude that needs to be reversed because the truth is that most patients will never understand their insurance any more than most of us completely understand medical coverage. You should view this question as an opportunity to build value and strengthen relationships.