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?  What is your response?

Prices vary based on state and coverage selection.

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

300

Your friend comes over to your apartment and trips over your Broncos decorations and sprains their ankle. What coverage would you need to protect yourself in this situation?  

Renters Insurance not only helps with your personal property but also helps with Medical Payments, Personal Liability protection.

400

Customer lives in Florida, and would like a homeowners quote for their condo?  Is that available?

YES!!

500

Customer says they don't want a HO quote because their current HO' policy is included in Escrow.  What does Escrow mean?  Can we assist them?

Yes, we can assist them.

Escrow- Is your monthly payment split into three parts, principal, Interest and balance.

Taxes, mortgage, insurance rolled into one payment.

Sales/Service practices

100

Customer from Colorado calls in and has a revised quote from 61 days ago, Do you read the FCRA scripting?

• Yes, read the FCRA scripting for all quotes after 60 days.  
  • 
    

200

Customer is in Maine, has a revised quote.  Is there mandatory scripting for Vehicle location?

Yes, 

• Ask: "Do you confirm each vehicle is garaged at the location indicated for at least six months (182 days) each year?"

Advise: "If the garaging location is intentionally falsified, you understand Progressive may not pay for any vehicle damages or claims and/or may cancel the policy."

300

Customer lives in PA and wants to remove their vehicle, what steps do you take?

1.  Ask if the vehicle has been sold

2. Inform them about mailing/turning in their license plates

3. Read mandatory scripting 

400

After doing your coverage presentation, you give the monthly rate.. what step do you do next, give an example.  

1.Assume the Sale

Let's get this policy started for you today

500

Customer lives in Florida, and wants to renew their policy but their renewal was last week.  Can they renew and what Guideline do you use for this situation.

• Yes, they can renew without a lapse.
• GL- Effective Date Binding Renewals-Lapse information.

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.