PHA/CRA

Open Ended Question

100

Customer calls in to make a payment.  How would you offer Progressive Home Insurance using an open ended question?

I would be happy to process your payment, I see that you are on top of protecting your investment.  When was the last time you got a Progressive Home quote with us?

200

Customer calls in for an Identification Card, How would you offer the Renter's Protection using an open ended question?

While I am sending you your Id cards, I see some opportunities you aren't taking advantage of.  Who is protecting your personal property?

300

Customer is calling in to cancel their Auto policy.  How do you make an effective Renters offer using an open ended question?

Sorry it didn't work out with your auto policy, who do you have protecting your personal property?

400

Customer calls in to update their mailing address; how would you offer Progressive Home using an open ended question?

Who is protecting your personal property at this new address?

500

Customer calls in because their renewal increased.  How would you offer Renters Insurance using open ended questions?

Allow me to provide a policy review to ensure you are rated correctly and are taking advantage of all of our discounts.  Why don't we get a free no obligation quote, to protect your personal items and apply the multi policy discount to your renewal rate?

Overcoming Concerns

100

I CAN'T AFFORD it.

• Times can be tough, but sometimes cutting corners is not the best option. Working here for XX years, I have learned, not having the correct coverage for your personal property creates the possibility for more financial difficulty if you have a loss.

200

 I am MOVING soon.

• You will have a lot on your plate when you move. Just tell us a little bit about your home, starting with your address, and we will pre-fill any information we find, saving you time right from the start.  Once you are finished, we will match you with a policy that fits your new home and show you other options so you can compare.   Wouldn't having a free, no obligation-to-buy quote help you out with the moving process?

300

My SPOUSE handles it.

• It is a good idea to check and see if you have the right coverages. And there is a chance we can save you some money in the process.  It is easy to get a quote. When you have that discussion with your spouse, would you find it a benefit to have the premium information?

400

I already have home insurance set up with ESCROW.

• I understand you are hesitant to quote with Progressive because you already have your billing set up with another company. However, if you like the quote WE offer you, we would handle the escrow process for you. It’s usually very easy to set up, often just a click of a button on our end. 

500

My Landlord covers it.

• So usually, if a landlord has a renter's policy for you, it is part of your rent, and you will know the limits of coverage for your personal items. Sometimes what landlords are referring to is that they have the physical structure covered, and not your personal belongings. You can probably save money on your Auto policy by bundling with a Renters policy with Progressive. I can connect you with someone to see what that rate would be. Shall we do that today?

Product knowledge

100

Do you have to live in an apartment to get Renter's Insurance?

NO

200

How much does Renter's Insurance cost?

Prices vary based on state and coverage selection.

In most states it's the same cost of a streaming service. 

300

What coverages does Renter's include?

Personal property, Liability, Medical Payments to others, Additional Living expenses/Loss of use.

400

What does Homeowner's Insurance include?

Dwelling, personal property, other structures, medical payments for others, personal liability, loss of use.

500

What is Additional Living Expenses/Loss of use coverage?

Applied to Home, renters and Condo. 

coverage for food, room and board during a covered loss/claim

Covers until the insured/residents are able to return to the home 

Transfer process

100

What is the process for transferring a Progressive Home customer who doesn't know their policy number/or carrier name?

• Policy number not located:
  • Finesse Users: Consult using 380 in Contact List. No further action required.

200

Per guidelines, what suggested script helps set expectations for the PHA transfer process?

Read Progressive Home & Property Transfer suggested script to customer:
“I am going to connect you with a specialist who will ask you a series of questions to provide you the best policy to fit your needs. You will hear a brief disclosure during the connection process. Once that has been completed, please do not hang up. A specialist will be on the line with you momentarily.”

300

How would you transfer a policy holder that has an active Progressive Home Renters Policy?

Is it currently within Progressive Home business hours?

• Yes:
  • Finesse Users: Consult using 131 in Contact List.
• No: Advise customer to call 855-798-5735 during business hours.

400

What steps do you follow when transferring the customer over for a PHA quote?

1. Use Interactive Speed Dials, & follow prompts (Sales -> CRM -> Property). Customer can hear consultant during Joint Conference.

2. Wait until you hear “Congratulations! Progressive Home Advantage is available in your area” before ending call.  

500

How would you handle an Agency Customer interested in a PHA quote?

• Independent agents represent several different insurance companies and are able to evaluate their customer's situation and place them with the company that best suits their insurance needs.
• Since you purchased your existing Progressive policy through an independent agent, your agent should provide you with a home insurance quote.
• Customer requests different agency, OR agency is inactive: Locate agent by accessing CONNECT Toolbar -> Agent Listing. Enter ZIP Code, Product, & Language.
• Customer insists on Progressive Home & Property quote/policy directly from Progressive, OR agent advised customer to contact us directly: See Transfer Process for Referrals.

CRA

100

How do you make the offer for Ask for Renewal, and how do you code it after?  (payment not received)

I see your renewal is coming up, I would be more then happy to take that payment from you today.  Would you like to make your renewal offer payment today?

• Payment was discussed, & customer does not have time or is unable to make payment.
• Discussed: Follow Up Next Contact

200

How do you make the offer for a paperless upgrade and how do you code it after?  (customers would like to see all documents Via email)

I notice you are receiving your Id cards and renewal offers through mail, would you like to receive all of your documents through email?  

Code it-converted to paperless

300

What guideline do you use when you are unsure of what the treatment is? 

Customer Relationship Assistant (Treatments)

400

How do you inform the customer that they have upgraded from Platinum to Diamond?  What are the benefits of Diamond Rewards?

Promote Loyalty program improvements, & discuss benefits. Code CRA as Educated Customer on Loyalty Benefits.

Diamond 5 years-Continuous Insurance, Small/Large  accident forgiveness. minor child/teen Driver discount.

500

Customer calls in to pay their renewal in full.  How would you make the Automatic Payments EFT/CARD treatment?

I see that you normally pay your renewal in full, would you like to enroll in automatic payments where the payment is processed for you every six months automatically.