Probing
Questions you should ask when you first answer the call.
Who are you currently insured with? What has you shopping around?
The customer rents their home.
Who do you currently have for renter's insurance?
They need proof of insurance IMMEDIATELY
Paperless
"I'm just shopping around"
WHAT has you shopping around? Is there anything specific?
The Customer owns a single-family home in New York.
Who do you have for homeowners?
The customer has a policy with several different companies.
Bundling their policies at one place.
"I'm just looking for a cheaper rate."
Has anything changed that has caused the rate to increase?
The customer has been with their current insurance carrier for 15 years.
How are you being rewarded for your loyalty?
The customer had one small accident that totaled $200.
Small Accident Forgiveness
"I don't have insurance, and I need to get it on my car."
How long have you been without insurance?
The customer has a clean driving record.
How are you being rewarded for your safe driving?
They keep forgetting to make their payment.
Autopay
"I have a question about my quote"
Okay! What's your question?
The customer's highest level of education is "high school"
Did you graduate from high school? Do you have any vocation/trade/military training?
Rate keeps going up and up but it's not them! They're a safe driver!
Snapshot