Agencies rarely fail to discuss coverage. They fail to retain evidence that the discussion happened, what was presented, and what the insured chose. When a claim is denied years later, recollection is all that remains, and recollection does not survive cross-examination well.
The practical fix is structural rather than motivational. A retained comparison document, produced before the proposal is presented and stored in the management system, converts a verbal practice into a durable record without adding a separate task to anyone's day.
Three questions are worth asking of any agency workflow: what document proves the comparison happened, where does it live, and what prevents a proposal from going out without it.