Cancel, Customer or Underwriting Request

Procedure Sheet

Underwriting & Customer Request Cancellation

This procedure sheet is to be followed whenever a policy is canceled at a customer’s request,

or by the company due to some underwriting reason.

1. Pull the folder and check UIPP to see if the policy is “Paid in Full” or Account Current. If so Give to Jerry the Request and the folder



2. If the status is Past Due, Intent, Cancel Request Pending or Cancel Request Sent; then give the paperwork and folder to who ever is handling U.I.P.P.

3. UIPP should Change Status to Cancel Request Sent

4. Next find the Cancelation Hanging and compute and mark cancelation figures

Notice 11/17/11

Cancel to Rewrite

Procedure Sheet

Cancel and Rewrite

This procedure sheet is to be followed whenever we need to cancel a current policy in order to start new coverage. This can be when a customer asks to make a change to their coverage that the current company will not accept, or would result in an increase we can’t sell.


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. Do a new quote Sheet based on the New Information.

4. We must get a check from Jerry for the credit to apply toward rewrite.

5. The down payment must meet our requirements (not less than 20% on a year policy and 25% on a 6 month policy). We need additional down payment to add to the credit to equal at least the required amount.

6. The new sheet and the Cancellation Sheet MUST BOTH STATE WHY THE POLICY WAS CANCLED AND REWRITEN.

7. The Cancellation MUST STATE the amount of the cancellation and how and where that credit was applied.

8. The New Order must show the amount of canceled credit that was applied and used as a part of the down payment.









Notice 11/17/11

Medicar Businesses to call

Objections, What to Say

Renewal E Form

Jerry is in charge of calculating renewals.
 
When he is in town he is marking the renewal quote down of the "Renewal Dec Sheet" from the insurance company, and then handing that handwritten sheet out to be recopied onto our 3 part (NCR) Renewal form.
The white (or top copy) is sent to the insurance about 30 days in advance. The Yellow (or 2nd sheet) is sent a week later) and finally the bottom of the pink sheet is the last written attempt.
 
When Jerry is in Florida
 
In an attempt to stream-line the process, rather than Jerry handwriting his quote then faxing the quote to be recopied before being sent, He will complete an online-form and hit submit.
That form will then merge into a "Word Document" which will be printed in three copies. The follow up of the renewals will not change, except for the color coding.
 
 

 

This is the URL where the Form can be found

 

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.