Learn our best practices when working with insured auto calls. For Customer Service: Call (425) 658-9008
Please ask these qualifying questions before asking for name, address, or anything else:
1. Are you ready for your auto quote in (your state)?
2. Who is your current insurance provider?
3. Have you had continuous coverage for 1 or more years without any gaps?
We suggest asking some follow up questions, to further qualify the caller:
- How many tickets/accidents/violations have you had in the past 3 years?
- Have you had a DUI in the last 5 years?
- Do you require SR-22?
Reasons to end a call:
- If they are with the same company, direct them to customer service and end the call.
- If they have a lapse in coverage, please end the call, as you are unable to quote them.
- If a caller has 2+ at fault incidents or a DUI/SR-22, they are unqualified.
- If they are not looking for a quote, politely end the call immediately.
- If the caller is unable to answer any of the qualifying questions, or is unable to provide information needed for you to quote them
One accident or violation is not eligible for credit. Only 2+ violations will be eligible for credit.
Calls under 2 minutes are eligible for 100% credit.
Calls between 2-8 minutes are eligible for 50% credit.
You have 72 hours from receiving the call to request credit.
*For calls to be eligible for credit, the qualifying questions must be asked at the beginning of every call. Please ask these questions before name, address, or anything else.
**Credit requests are processed within the same business day that we receive the refund request from our agents. The only exception would be if the credit request is sent to us after business hours or on weekends. In those cases, we process the credits as soon as we are back in the office on the next business day.
Dropped/ Disconnected calls
A call can only be submitted for being "Disconnected and Unable to Reach Back" after 24 hours, as the consumers phone number is provided in your dashboard. Please try to reach them back, as many times we have heard from clients that they often close a policy from a call back two to three days later!
If you send a dropped/disconnected call in for credit without a follow up of what happened, it is subject to being rejected.
If a call drop or disconnection issue is persistent, please contact us immediately.
Reasons Credit Requests Could be Rejected
• The agent quotes the caller
• The agent ends the call with a promise to call or email the customer back
• The agent ends the call because of price
• There are no notes showing the agent did a follow up call if the call is disconnected
• The agent gets the caller’s phone number and disconnects