QUAL Audits
What is the first step for Standard QUAL Follow-Ups?
1st Follow Up: Make contact via phone.
**If no answer, continue making attempts by phone weekly until you speak directly to the member. Use Outbound Call Recording Procedure (U.S.) and send an “Underwriting Request- Please contact us” memo. You will continue to follow up 1x a week (Max 3 follow-ups).
T or F: The member provides a Mississippi address for a 2015 Mustang, we quoted but did not ask about the Plate Type, because the vehicle is only 10 years old, we do not need to ask this question.
False: If there is an entry in DriveTrain, we should always ask the question. If in doubt, just ask the question!
We're going to add a vehicle. Road map this.
Answers may vary.
What is the expectation for successfully logging accurate time entries when filling out your time card?
Answers may vary but these are required.
What are the 5 Elements of a Perfect Pitch?
- Price First
- Compliant Language
- Tailored Benefit
- Ask for Sale
- AAP!
T or F: If you do not disclose HDC as additional, you will get a QUAL and have to call out to the member to advise this is additional.
True! We need to make sure they are aware it's added and remove if it's not something they want.
T or F: For an NBQ, the member has owned their vehicle for 30 years. We are not required to ask if there is a lienholder.
FALSE: Make no assumptions. If there is a box to check in DriveTrain, ask the question.
You get a call from an agent and find a quote that has already been submitted, has a stop for value, but has not been underwritten yet. How does this change the way you handle the quote vs. if it were a saved quote?
Trust the system, underwrite to stop rules, and move on. We want to be transparent about what members are getting, but its technically within compliance if "Added" language is not used. When they submitted the quote, they provided expressed commitment.
When is the 2025 Anti-Fraud course due?
5/1/25! To be completed in IED time.
Mrs. calls to add a 3rd vehicle that she is almost finished restoring and is about to get on the road. What benefit could fit and why?
- Tools & Spare Parts. Mrs. does the work- I’m willing to bet she has some tools!
- Cherished Salvage. Lets protect her time and investment!
- HDC. HVT to see how her restored vehicle is appreciating. AskHagerty as a resource for future restorations. Discounts for future restorations.
- What else?
T or F: The member lives and stores their vehicle in PA, but we missed asking what state their vehicle is registered in. You will receive a QUAL to call out and confirm registered state.
TRUE: Not only will you receive an automatic 50% for missing a required question on your score card, but you will also have to call out to confirm and requote/rewrite if necessary. There could be potential downstream effects or inaccurate rates, and it could also change how the file should have been underwritten.
You pick up a quote from the web that is in saved status with no missing entries. What do you need to do to get a yes for Advise, specifically when it comes to asking all required questions and compliance with Hagerty Driver’s Club?
We need to touch on and confirm all the bigger risk factors. (YMM, Value, Stock/Mod, Storage, Usage, and HH information. We need to pitch HDC with compliant language and attempt to tie in a benefit).
A member is following up on a voicemail from underwriting. You can already see a hold for a decline. Road map this.
Answers may vary.
What 7 Steps should you follow before calling the support ninjas or submitting an IT ticket?
1. Clear cache & cookies, 2. Close out of all programs, 3. Check Windows Updates, 4. Check Dell Updates, 5. Check Internet Connect, 6. Restart your computer, 7. Search Ungrind your Gears.
*250 OD points to whoever can shout out the name of the article this is found in.
A 2-year member calls to update their CC information because their card was hacked. You notice that we haven’t spoken to the member since they originally bought the policy. They are on AAP and have HDC. Make a recommendation (casual, doesn't have to be role-play style).
- Answers may vary
- Recommend we take a look at values to ensure their vehicle is properly covered.
- Ask them if they want to comb through their policy to make sure we have it just the way they like it!
-What else?
T or F: A sub model is entered into Drivetrain incorrectly, but body style and engine option were correct. Because it's pretty much the same vehicle, no QUAL is needed on this file.
FALSE: You would receive a QUAL as having the incorrect Sub model on file could change valuation for this vehicle, could change eligibility, etc.
You get a call with a saved quote that has HDC already declined and submit the quote as is. What should have happened?
Anwers may vary.
Ask the member some discovery questions! Maybe there is a benefit they missed?
Ask the member what they know about HDC! Get curious! Maybe they didn’t know they declined it?
Anything else?
T or F: If the member is unsure if they want to proceed with the app, but they want to know what might be needed, it's okay to proceed with app.
False: We need expressed commitment to proceed. If we are fairly confident that they want to proceed, we can submit the application to help with ease of business and set clear expectations, as long as the caller is aware.
*Gauge their interest and set clear expectations!
What two segments will be able to STP in California going forward?
1979 and older vehicles driven 2500 miles or less per year
1980 and newer vehicles driven 1000 miles or less per year
This means anyone AEA2+ can issue these files like any other state. Follow the stop rules!
An agent calls for a new quote and has all the right information to get an accurate quote. But doesn’t know much about the customer other than the vehicle details. How can we identify unspoken needs?
- Answers may vary
-Ask them about their knowledge with Hagerty products!
- Any resources they might need to make quoting with Hagerty easier?
- What made them decide to shop around for their client?
- What else?
T or F: The VIN decodes YMM and Engine option and the member confirms stock, but we did not ask the engine size. You will receive a QUAL, miss a required question, and you'll need to call out and verify the engine option.
False. If the VIN decodes both YMM and engine, you confirm stock, we do not need to ask the engine.
If we free type the YMM we do did need to ask the engine option, even if the member states stock.
An agent calls in shopping some quotes for a member and we’re the first place they called. What can we do to attempt to overcome this objection?
Answers may vary.
Ask if there is anything additional, we can do to help make presenting the quote easier
Ask if they need any resources
What else?
You quote with a member, follow the 5 elements of a perfect pitch, and ask for the sale, but the member is still shopping around. Overcome this objection!
When does our Recommending a Solution competition end?
April 18th!
A member calls for a quote, seems to be in a rush but is very transactional but has all the required information. It’s a bread-and-butter quote for a stock ’65 Mustang, 60K original miles, he’s owned since new. You ask about the story behind the collector- Mr. just likes it. You ask about any upcoming plans, and Mr. says he has none, and the vehicle is usually just in the garage and only taken out 50 MPY to get it moving. Recommend CS and HDC with a tailored benefit. (Casual- doesn't have to be roleplay style).
- Answers may vary
- Cherished Salvage- “Because you’ve owned since new...”
- HDC/AskHagerty- Maintain original condition if Mr. is ever looking for original parts.
- HDC/Discounts- Maintenance supplies to keep his garaged baby safe and clean!
- HDC/HVT- Mr. can continue to watch this vehicle appreciate year over year and be up to date on values.
- What else?