How do we handle follow up of quotes, What to do- how to separate them.
Follow Up =
This should be the biggest group.
If we called and the person told us to call them back.
If we called and the person told us they would call us back.
If we called and left a message, we will call one more time.
Promise to Start=
If a person tells us that they want to start the insurance, but not at that very moment, They tell us they will call us right back,
If they tell us they will call later that day.
If the person tells us they will call back the following day.
If the person tells us they will start in a few days, mark to keep that quote till that time, We need to follow up on these.
Credit = When asking for a credit, Send email, but Do NOT send by post.
If a person phone number is disconnected.
If they did not give us an address.
If the info is clearly silly and or fake.
If their email is Fake, or bounces.
If they tell us they never asked for a quote.
If their mail comes back.
Future=
If a person tells us their insurance expires in more than
30 days but less than 5 months.
If the quote lead tells us their insurance expires in more
than 30 days but less than 5 months. Then we put it into be filed in the month their policy expires.
Toss =
If the person told us “They bought elsewhere.
If the person told us “Not to call them again.
Monday, November 23, 2009
Problem Tray
Notice
There are several on going problems that continue to cause us problems and grief.
These actions range from annoyances to critical, and expensive mistakes that can leave Urban Insurance responsible for a loss.
1. Get everything off the printer.
If you print anything, get up and get it as soon as reasonably possible. Also make sure you take all of the papers you printed, including those you accidentally printed twice, blank or nearly blank pages. If you take pages off the printer and find one or more of those pages are not yours, quickly return those pages so someone does not need to reprint them.
2. Nothing on your desk over 24 Hours
This causes us nothing but grief, complaints and worst of all, can result in someone having a claim for which we have left them uninsured. At the end of each day make sure you show Jerry anything you cannot get off of your desk.
When he is out of town, put problem into the “Problem tray” to go over with Jerry over the phone.
There are several on going problems that continue to cause us problems and grief.
These actions range from annoyances to critical, and expensive mistakes that can leave Urban Insurance responsible for a loss.
1. Get everything off the printer.
If you print anything, get up and get it as soon as reasonably possible. Also make sure you take all of the papers you printed, including those you accidentally printed twice, blank or nearly blank pages. If you take pages off the printer and find one or more of those pages are not yours, quickly return those pages so someone does not need to reprint them.
2. Nothing on your desk over 24 Hours
This causes us nothing but grief, complaints and worst of all, can result in someone having a claim for which we have left them uninsured. At the end of each day make sure you show Jerry anything you cannot get off of your desk.
When he is out of town, put problem into the “Problem tray” to go over with Jerry over the phone.
Cancellation due to Underwriting
If we can a cancellation from an insurance company as a result of Underwriting reasons, we should take the following steps:
First determine if the reason they dropped is something within our power to correct. If it is then:
1. Try to get the policy reinstated by giving the company what they want.
a. By providing the company missing information.
b. By providing the company a needed document.
c. by providing the company a signed copy of the application, more legible fax, or any other thing we have control over.
If the reason for the drop is one where we cannot get the policy reinstated:
2. If the policy is within 30 days, we must VOID THE CONTRACT and then hang up the cancellation with the UIA cancellations.
If the policy is cancelled FLAT, That must immediately go to Jerry, or into the problem tray.
First determine if the reason they dropped is something within our power to correct. If it is then:
1. Try to get the policy reinstated by giving the company what they want.
a. By providing the company missing information.
b. By providing the company a needed document.
c. by providing the company a signed copy of the application, more legible fax, or any other thing we have control over.
If the reason for the drop is one where we cannot get the policy reinstated:
2. If the policy is within 30 days, we must VOID THE CONTRACT and then hang up the cancellation with the UIA cancellations.
If the policy is cancelled FLAT, That must immediately go to Jerry, or into the problem tray.
Occupations that effect rates or acceptance
We know that there are certain occupations that will not be acceptable to many or all insurance companies.
We Must ask the Occupation while taking an application.
Below are some that are Unacceptable, or require any additional information.
Bartender
____________________________________________________________
Entertainer
___________________________________________________________
Model
Consultant____________________________________________________________
Anyone that uses their car or truck for business.
We need detailed in about what they do, how they use the car.
We Must ask the Occupation while taking an application.
Below are some that are Unacceptable, or require any additional information.
Bartender
____________________________________________________________
Entertainer
___________________________________________________________
Model
Consultant____________________________________________________________
Anyone that uses their car or truck for business.
We need detailed in about what they do, how they use the car.
New Info found while taking app that changes rate
What to do when the info changes when we take the application.
When we take the application and find out information that will change the price, we need to re run the quote ASAP, while the person is still on the phone. Then I need to see that new information and decide if we can live with that difference, or If there is somewhere else we should go.
The same this is true if after I sign off on the application. If after entering the application the rate changes (Most likely due to MVR) Again Larry needs to see that new information and decide if we can live with that difference, or If there is somewhere else we should go.
It is best to catch and react to these problems ASAP.
When we take the application and find out information that will change the price, we need to re run the quote ASAP, while the person is still on the phone. Then I need to see that new information and decide if we can live with that difference, or If there is somewhere else we should go.
The same this is true if after I sign off on the application. If after entering the application the rate changes (Most likely due to MVR) Again Larry needs to see that new information and decide if we can live with that difference, or If there is somewhere else we should go.
It is best to catch and react to these problems ASAP.
Tuesday, November 3, 2009
Check By Trust
Keep these rules in mind.
Revised on 08/03/06
1. Get them to fax in a copy of the Check or Money Order. Explain to them that we need to see a copy of the Check or Money Order filled out showing the amount and our name.
2. Make sure they know we are “Trusting” them.
3. Fax them a copy of our “By Trust” explanation sheet along with the Proof of Insurance. They must understand that their Fax is not payment.
4. DO NOT bill "Check by Trust" until the money comes in to us.
5. Make sure that the quote sheet is clearly marked as “Check by Trust”.
6. Make sure that you list all communications with the customer.
7. Go through your folder of check by trusts every day. Call those that are more than 3 days old.
8. Call them 4 days old again.
9. Make sure you cancel after 5 days.
10. Cancel it using URBAN endorsement Non pay. Make sure that we did not by error do a contract by error.
11. Always ask if check or money order or if they are coming in.
12. If they have a fax # ask them to send a copy of check or money order.(if we can fax them they can fax us.)
Revised on 08/03/06
1. Get them to fax in a copy of the Check or Money Order. Explain to them that we need to see a copy of the Check or Money Order filled out showing the amount and our name.
2. Make sure they know we are “Trusting” them.
3. Fax them a copy of our “By Trust” explanation sheet along with the Proof of Insurance. They must understand that their Fax is not payment.
4. DO NOT bill "Check by Trust" until the money comes in to us.
5. Make sure that the quote sheet is clearly marked as “Check by Trust”.
6. Make sure that you list all communications with the customer.
7. Go through your folder of check by trusts every day. Call those that are more than 3 days old.
8. Call them 4 days old again.
9. Make sure you cancel after 5 days.
10. Cancel it using URBAN endorsement Non pay. Make sure that we did not by error do a contract by error.
11. Always ask if check or money order or if they are coming in.
12. If they have a fax # ask them to send a copy of check or money order.(if we can fax them they can fax us.)
Saturday, October 24, 2009
Additional Follow up information
Follow Up
And contact with potential customers
If they phoned us.
1. We talk to them at the time they call.
2. We send a quote in the mail
3. We call them the next day
4. 6 months & one year later, we send them a post card.
If they contacted us by Web.
1. Lead source sends instant auto responder “ An agent will contact you shortly”
2. If “Urban Web” Auto responder says “Thank you for contacting Urban, An agent will contact you shortly”
3. We call them, either reach them or leave message.
4. We Email them
5. We send them a written Quote via mail.
6. The email system automatically sends them a follow-up email the next day.
7. We call them for a second time.
8. 6 Months later The email system automatically sends them a follow-up email
9. 6 months & one year later, we send them a post card
And contact with potential customers
If they phoned us.
1. We talk to them at the time they call.
2. We send a quote in the mail
3. We call them the next day
4. 6 months & one year later, we send them a post card.
If they contacted us by Web.
1. Lead source sends instant auto responder “ An agent will contact you shortly”
2. If “Urban Web” Auto responder says “Thank you for contacting Urban, An agent will contact you shortly”
3. We call them, either reach them or leave message.
4. We Email them
5. We send them a written Quote via mail.
6. The email system automatically sends them a follow-up email the next day.
7. We call them for a second time.
8. 6 Months later The email system automatically sends them a follow-up email
9. 6 months & one year later, we send them a post card
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