Old Customer calling for quote
When a person calls looking for a quote, we need to ask them if they currently have insurance, if they do we need to find if that insurance is through us.
Wonderful - we will be happy to start coverage again.
1. Pull the folder and look at the last policy.
2. Check if the rate came in higher than we quoted, We do not want to make the same mistake again. Maybe they had a bad MVR, or a more deluxe car than we thought; now that we know that- we should not make the same mistake.
3. Because a customer was irresponsible and let their policy get cancelled- we do not need to “REWARD” them by offering a rate lower than before.
I don’t want to be seen as “Penalizing” a customer for having their policy cancelled, but at the same time I don’t need to reward them. I find I can usually not even give a quote, but just tell them they need to send in $_________, to get coverage up again.
We are trying to avoid the following problems:
1. It turns out they are currently covered by Urban.
2. They were dropped or non-renewed by a company, and we don’t want to make the mistake of quoting or placing coverage back there again.
3. I don’t want to replace a new policy at a lower rate and or commission then the prior policy. (There will be some limited exceptions).
4. We know more about an old customer than we do with strangers. If the person had 4 points in March, then the policy got cancelled in June, now when they come back to Urban in July, they will still have those 4 points.
5. The customer has a history of making a down pay, then never making payments, then make sure we get a strong down payment
On someone we never insured before, we have a “Chance” to go back and rebill based on “Uncovering info” but if we had them before, they will not pay any rebill stating that we should have know about the MVR.
Jerry or I need to see these Old Customer quotes prior to quoting
Notice 11/17/11
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