Resently Canceled Customers

We are changing the way we are going to handle those customers that have been recently canceled.

We have tried several different ways over the years, but we have found our strongest success comes from actually calling these people.

We do get a lot of “Old Customers” re starting their insurance, but the most likely are those that were recently canceled. I have found that often they will claim that they did not know their insurance stopped.

Call each one, if you cannot get them to make a payment over the phone, but they say they are "Interested" then send them a quote and put the QuotePro sheet in with "Follow-ups" as we would with any person that expressed interest in starting insurance.
If we can not reach them by phone but we do see they have an Email address then send them a quote by email..

The idea when making these calls is to stress the idea of a payment being necessary to “Get their insurance back in force.” I have found that saying “WE need to start a new policy for you,” is not as effective. People think they wasted the money they paid before. Yes we know it’s a new policy, but we are selling this as stopping them from driving without their insurance. Stress “Keep your coverage going” rather than Start over.

Night Answering Service / Call Transfer

How to Transfer our Calls to the Answering Service

As of September 16th, Urban Insurance Agency will be running spots on several different stations over the Comcast Cable system.

Since many of these adds will run at times we are not in the office I have set up an answering service company to make sure we do not loose possible sales.



When a person calls Urban after hours, they will get a recorded message that will say “Thank you for calling Urban Insurance. if you are a current customer please press #1 for Customer Service” “If you would like a quote on Car Insurance, please press #2 to speak to a representative.”



Those that press #1 will hear a message stating our hours and asking them to

call back during our Office Hours.



Those that press #2 will speak to a Live person who will ask them some basic questions to obtain the information we need to contact them the following morning to give them a quote.



1. Each night the last person to leave the office must FORWARD our calls to the Number provided to us by the Answering Service 866-645-8811

2. to forward our calls go to the phone on the front desk and press 72#, wait for a tone then enter 1-866-645-8811, this will forward all our calls to the Answering service.

3. Each morning when the first person arrives, go to that same phone and press 73#, this will STOP any calls going to the service.

4. To get the messages that we received that prior night, go to Leads@UrbanInsuranceAgency.com . These messages will be listed along with the leads we receive from QuoteScout or any other lead service.

5. These should be our FIRST Calls we Make each morning.

Quoting Guidelines for Internet Leads

We have increased the number on Internet Leads that we are purchasing each day. The leads we buy are also sold to up to five other agents. This means that we are only going to write a small percentage of them, and the quicker we contact them with a price- the greater the likelihood of our success.

We need to turn these quotes out like a factory.

We seldom actually get to speak to the person live; so the price we send them by email and snail mail, and on their answering machine must be our best offer.

We need to offer a price that gets the person interested enough to call us back.
If our quote is very high, they will not return our call.

Here are some simple rules to follow.

Age of Driver Sex     Age of Auto          What to Quote

16 – 30       M    Any Auto Basic limits of Liability
16 – 24       F     Any Auto Basic limits of Liability
25 + __      F     2006 or newer Basic Limits Of Liability
                         or Full if they asked for it
30 + _      M      2006 or newer Basic Limits Of Liability
                         or Full if they asked for it

At any age, if the rate for full is more than $800, then only quote Liability only.

If you think that the quote your emailing might be an exception then add
“Call Us for a Full Coverage Quote” in the comments.

Doing Web Quotes from Internet leads

1. Each morning Sharon will pull these off the computer. If Sharon is away that day I will assign someone else to print them, and divide them up so we can have many people working on them at once.

2. You need to work out the best quote we have available to us. Remember to always quote “20/40/15” limits (if they later tell us they wanted a quote at higher limits we will happily requote them). Check to see if they want liability or full coverage. If you are not sure and it is an “Old” car, 10 years and older, assume that they want liability only. Then take our best rate and then multiply it by .95 (That will result in a 5% savings). Lower the down payment to 15% of a years premium or $30% of a 6 month. Always check to see if they have prior insurance. If they don’t have insurance, then we can’t give them the discount. If they have a policy that is currently running give them the “With Previous” discount. Mark on the front of the sheet the date their policy expires. They might be looking to switch now, but more likely they will want to start when their current coverage ends.

3. Then call them to try to sell insurance. Offer our best price. If they do not say “YES” then ask them what other rates they have gotten. Lets try to beat their best quote. COME TO ME IF YOU NEED TO LOWER THE PRICE EVEN LOWER TO BEAT A COMPETITORS PRICE.

4. After that we must Email and send a quote to each one who does not buy.

5. If they expire more that 30 days in the future, then FILE The QUOTE IN THE MONTH THAT THEY EXPIRE otherwise put them in the BROWN FOLDER.

6. Later in the day these will get a follow up call. This is important because most Emails are read at work, but most of the phone numbers are night time home numbers.

7. Teona will repeat this again in the afternoon,

Car Insurance Quote

The Fastest Way To Save Money On Car Insurance

Dear Larry Lubell,


Thank you for contacting us for a quote on your Car Insurance.
Over the past 50 years, URBAN INSURANCE AGENCY has grown to one of the larger auto insurance agencies in Chicago. But as we have grown we have never lost site of our commitment to personal service. We take pride that after many years in business we are providing car insurance to the children and even grand children of some of our first auto insurance customers.

Auto(s):

2006 BMW 325i

Term : 6 Month

Coverage

$20.000/$40,000/$15,000 Liability +$500/$500

 

Premium $564      Down Payment $180

________________________________________________

                 Urban Insurance has a BBB rating of A+

We represent more than thirty insurance companies in order to get you the best auto insurance coverage at the most competitive rates.


We offer low down payments, and we will work with you to create a plan
that fits your budget.

Call us today at 1-800-680-0707

or request a quote online.

Let us show you how much money you can save on your car insurance.

Urban Insurance Agency

800 North Wells Suite 200 / Chicago, Illinois 60610

Terms  Conditions  / Privacy Policy / Sitemap Copyright © 2009 Urban Insurance Agency. All Rights Reserved.

Please List the Exact Source

In an attempt to bring in more leads, we have added another “Lead Source”- InsureMe.com

In order for me to figure out which company’s leads are bringing in business, I need to know where the lead came from.
Keep in mind, after one day we do not have the original quote sheet any longer; so we have to be able to “Tell” when we reprint.
That means the info must be “In the computer.”

Select Netquotes if it is a NetQuote lead, InsureMe.com if that is the course, or Internet lead if InsuranceLeads.com.

Urban leads are separate, and get listed as Urban.
.

Pulling messages off voice mail

Voice Mail Start of Day

First thing each morning I need Reyes to pull off any messages out of the General Mail Box. Write down the messages from those people that leave a phone number. Mark down the name, the phone number and a short message, so the person you give the message to understands the reason they are calling.


To Retrieve Messages from general Mail Box each morning.

1. Press “Open mail Box” key From Any Phone.
2. Press other
3. Type in ext 108000
4. The press OK
5. Press the Button below the word “Play”
___________________________________________________________

First thing each morning I need Toya to pull off any messages out of the
“Press 1 to Get A Quote” Mail Box. Write down the messages from those people that leave a phone number. Mark down the name, the phone number and a short message. This system should only be on overnight; so there should not be too many messages. Call these people back.

Those Messages go to Mail Box #20
1. Press “Open mail Box” key From Any Phone.
2. Press other
3. Type in ext 206972
4. The press OK
5. Press the Button below the word “Play”

________________________________________________________


First thing each morning I need Roxana to pull off any messages out of the “Press 2 for Customer service” Mail Box. Write down the messages from those people that leave a phone number. Mark down the name, the phone number and a short message. Call these people back.

Those Messages go to Mail Box #24

1. Press “Open mail Box” key From Any Phone.
2. Press other
3. Type in ext 248000
4. The press OK
5. Press the Button below the word “Play”

More Instructions

Voice Mail Start of Day and End of Day