Having hard conversations is an unfortunate part of many people's business. In my world it could be a premium increase or finding out that a loss is not covered. In any case my tactics are simple. Tackle it head on and immediately after getting all the details. This shows the client that this is a priority for me, and I want to find any available solution for them. Lastly, it's always face to face or by phone. Never, ever, ever, is hard news delivered by email.