Auto Insurance
A customer asks for "full coverage." Before giving a quote, what should you explain?
What is that "full coverage" isn't an actual insurance coverage, but a general term that usually includes liability plus comprehensive and collision, along with any optional coverages the customer selects?
A customer says, "My home is only worth $180,000, so why are you insuring it for $310,000?"
What is explain that homeowners insurance is based on the cost to rebuild the home, not what it would sell for on the market?
A sewer line backs up through a basement drain after heavy rain, damaging flooring and furniture.
What is standard homeowners insurance generally does not cover sewer or drain backup without a Water Backup endorsement?
A customer says, "I've already got insurance." when calling for a MTR
What is acknowledge they have coverage, then explain you're offering a coverage review to make sure they're properly protected—not just insured?
Your customer calls upset because their premium increased by $250 at renewal. They say they're ready to cancel today.
What is review the policy for discounts, coverage options, and ASC before discussing cancellation?
Your customer lends their insured vehicle to a friend (who's not listed) with permission. The friend causes an at-fault accident.
What is the vehicle's insurance generally provides primary coverage because insurance typically follows the vehicle, as long as the friend is not a member of the household.
A customer notices their 22-year-old roof is deteriorating from age and wants insurance to replace it.
What is insurance covers sudden, accidental direct physical loss—not normal wear and tear or deterioration?
A customer moves out of their home for eight months while it's being renovated and leaves it mostly vacant.
What is notify us because vacancy can affect coverage eligibility and claim payouts?
A customer says, "The other company is cheaper."
What is compare coverages first, identify any differences, and focus on the value and protection instead of price alone?
A customer says, "I've been with you for years, but I found another company that's $40 cheaper per month."
What is compare coverages first, explain differences, and look for ways to improve value before matching price?
A customer's teenage child, who lives in the household, has been driving the insured vehicles for months but was never added to the policy. An accident occurs.
What is explain this could create underwriting issues and potentially affect how the claim is handled (with high likelihood of a denial), making it critical to disclose all household drivers with regular access to the vehicles?
While visiting your customer's home, a delivery driver slips on an icy sidewalk, suffers serious injuries, and files a lawsuit.
What is the homeowners personal liability coverage would generally respond if the insured is legally liable for the injuries?
A customer starts running a bakery out of their home and stores inventory in the garage.
What is a standard homeowners policy has limitations for business property and liability, so additional business coverage may be needed?
A customer says, "I need to discuss it with my husband/wife first."
What is ask what questions or concerns they think their spouse may have and offer to answer them now or include their spouse in the conversation?
A customer wants to remove comprehensive and collision from a vehicle worth about $12,000 to save money.
What is explain the financial risk of paying out of pocket if the vehicle is stolen or totaled, then help them make an informed decision?
A customer wants to lower their premium by removing uninsured/underinsured motorist coverage because "I have health insurance."
What is explain that health insurance doesn't pay for vehicle damage, lost wages, pain and suffering, or many other losses that UM/UIM may cover after being hit by an uninsured or underinsured driver?
A customer's detached garage burns down. They ask why it isn't covered under the dwelling limit.
What is detached structures are generally covered under Other Structures (Coverage B), which has its own limit, often a percentage of Coverage A?
A customer carries 100/300 auto liability limits and causes a multi-vehicle accident resulting in $850,000 in bodily injury claims. Their policy limit is exhausted.
What is a Personal Umbrella Policy can provide additional liability coverage above the underlying auto policy limits, subject to its terms and conditions?
A customer says, "I've never had a claim, so I don't need all that coverage."
What is explain that insurance is for the unexpected, and one serious accident or lawsuit can outweigh years of premium savings?
A customer is moving their home insurance to another company because of price but wants to keep their auto with you.
What is review the total cost of losing the bundle discount and quote both policies in ASC before making changes?
A customer has a 100/300 liability limit, a paid-off home with significant equity, two teenage drivers, and a net worth approaching $1 million. They ask, "Why would anyone ever need an umbrella policy?"
What is explain that auto liability limits can be exhausted in a serious accident, leaving their assets exposed to lawsuits, while an umbrella policy provides an additional layer of liability protection?
A customer owns a home, a detached shop, a swimming pool, two aggressive-breed dogs, and frequently hosts neighborhood gatherings. They ask why their homeowners policy isn't "all the protection they need."
What is identify the increased liability exposures and recommend reviewing higher liability limits and discussing a Personal Umbrella Policy?
A customer owns a $450,000 home, has $300,000 in retirement savings, two teenage drivers, and regularly hosts pool parties. They decline an umbrella policy because, "No one can take my retirement anyway."
What is explain that while some retirement accounts may have legal protections, other assets, future wages, and liability exposures may still be at risk, making an umbrella policy an important layer of financial protection?
A customer says, "Just Email Me the Quote."
What is explain that you'd like to briefly review the quote together so they understand the coverages and can make an informed decision?
A customer says, "Just cancel it. I don't care anymore."
What is slow the conversation down, uncover the real reason they're leaving, show empathy, and look for a solution before processing the cancellation?