A core value of ours is consistency. We want to give our clients the same customer experience every time, regardless of who they are speaking with. We accomplish this by following the process. Follow the process every time.
1.Answer the phone:
“Thank you for calling Heritage, this is ____________. How can I help you today?”
2.Pull up customer in EZlynx.
3.Verify phone, email, and address.
4.“Thanks for verifying. We just want you to know we really appreciate your business.”
5.Start a note in EZ. Create a task.
6.If this is a customer request you are going to be completing over the phone:
- Look through their policy and see if there are areas to cross-sell or make coverage improvements.
- “As I go through your policy I’m going to review coverages with you and review all of your discounts. Are you ok with that?”
- You do not have to read off every coverage to the client just point out areas that could be improved or policies that might be missing.
- Complete request in carrier site
- Recap with customer and set expectations.
- Be sure to be very specific here: Just to recap we removed x vehicle from your x policy.
- Make notes and add appropriate labels.
- Assign task to auditor with due date of 2 days out.
7.If this is a customer request you will need to send to processing:
- Look through their policy and see if there are areas to cross-sell or make coverage improvements.
- “As I go through your policy I’m going to review coverages with you and review all of your discounts. Are you ok with that?”
- You do not have to read off every coverage to the client just point out areas that could be improved or policies that might be missing.
- Answer questions/Reassure customer.
- Recap with customer and set expectations.
- Be sure to be very specific here: Just to recap we will be removing x vehicle from your x policy.
- Make notes and add appropriate checklists and labels.
- Assign task to processing.
8.If this is a cancellation:
- Pull up cancellation form and follow.
- Text/Email link to customer.
- Assign task to Processing for the same day.
- Recap cancellation request and set expectation that they will need to click on the link, sign electronically and then when we get that back we will process the cancellation and send out confirmation to you via email.
On call:
Hi _________________. This is _________________ from Heritage. How are you today? I’m calling today because there have been recent changes to the way insurance companies classify wildfire zones and your home at ________________________now falls in one of those zones.
This means you’ll need to find a new home insurance company.
We’ve quoted your home with all of our insurance companies and unfortunately, don’t have any options.
We want to give you as much time as possible to find new insurance for your home which is why we are reaching out now.
You will get or may have already received non-renewal documents from __________ carrier. Some of our clients have been able to get policies through State Farm so we have formed partnerships with a local state farm agent. I would be happy to text or email over their contact information to you.
Your policy will expire on ___________. You need to find a new policy by that date.
Arizona State Farm Agent
Dondrell Swanson
480-926-4384
https://www.swansonagency.com/
Washington State Farm Agent
Craig Romney
253-859-0910
*When you get off of the call be sure to start the manual workflow called Wildfire Workflow. It will create a task for you to send out the state specific email template and will create a task for a year out to follow up with the customer.
VM:
Hi _________________. This is _________________ from Heritage. I am calling today regarding your home policy for __________________________(address). Please give me a call back at 253-638-8142. It’s important that we talk within the next few days. Thank you!
Follow-Up:
- Create a task to follow up in 2 days
- If no response, call again
- If no answer, start manual Wildfire Workflow
Initial Re-shop Process:
Customer requests a re-shop by phone/email/text:
"We would be happy to take a look at your policy. I will get it over to our re-shop team and they will reach back out to you within the next 5 business days."
Add note and create task for re-shop manager due in one day.
Guidelines for Re-shop Manager:
- Did they recently have an accident or ticket (within last 6 months to year)?
- Did their premium go up by less than 10%?
- Do they only have 1 line of business?
-If you can answer YES to any of these questions, you will NOT re-quote and will send nothing better email:
Template name: We've re-quoted and there is nothing better (1 Steps)
-If you answer NO to all of these questions, you will assign to quoting deptarment to requote and adjust due date to 2 days out.
Quoting Department Process:
Run quotes in EZlynx
If there is something better
Heritage | Cross-sell Workflows
- Cross-sell | Auto no Home | Heritage
- Cross-sell | Home no Auto | Heritage
- Cross-sell | Home and Auto no umbrella | Heritage
Uno | Cross-sell Workflows
- Cross-sell | Auto no Renters | Uno
- Cross-sell | Renters no Auto | Uno
Cross-sell guidelines | When to send:
Anytime you see someone that matches one of these scenarios, you can send out automation.
Unless:
- A similar communication has been sent out in the past 6 months
- A note in EZ tells you not to send it our you see a reason why the don’t have that additional line of business with us.
- You see information from the audit that signifies it’s not a good idea to send it (i.e. bad interaction)
Heritage | Coverage Improvement Workflows
Auto:
- Coverage Improv | Heritage | Auto Liability Limits
- Coverage Improv | Heritage | Auto Medical payments
- Coverage Improv | Heritage | PIP
Home:
- Coverage Improv | Heritage | Water backup
- Coverage Improv | Heritage | Home Better liability limits
Uno | Coverage Improvement Workflows
Auto:
- Coverage Improv | Uno | Auto Liability Limits
- Coverage Improv | Uno | Auto Medical payments
- Coverage Improv | Uno | PIP
Coverage improvement guidelines | When to send:
There may be multiple options to send here. Choose one that you feel is the most obvious and necessary. Don’t send the same communication more than once every 6 months. However, you can send different communications once a month.
- Auto Liability Limits
- If their limits are lower than 250/500
- Auto Medical payments
- If they don’t have any coverage
- PIP
- If they don’t have any coverage
- Water backup
- If they don’t have any coverage
- Home Better liability limits
- If they have less than $500,000
Customer Number: 800-876-5581
Agent Number: 877-776-2436
Additional Information: Progressive is not a true service center, meaning our agency doesn't have a dedicated line directly to Progressive. We are using their general customer service number.
- They are open 24/7.
- Customers can call to make a change, file a claim, make a payment, etc
Customer Number: 866-272-3326
Agent Number: 866-272-3326
Additional Information: When warm transferring a client, call the agent number, this will get you through faster.
Once a client calls once, the system will recognize their number and associate it with their profile and policies.
The service center can handle all customer needs.
Customer Service Number: 877-872-8737
Agent Transfer Number (fast path number): 866-933-7287
Additional Information: When warm transferring a client, use the agent transfer number, this will get you through faster.
Their service center can handle all customer needs.
- Begin proposal. Be sure to add life insurance under the optional coverages section of the proposal.
- Use the life insurance look-up table here to get the monthly premium.
- Use the life insurance look-up table here to get the monthly premium.
- Finish proposal.
- Download pdf for each line of business quoted, including the premium pdf.
- Combine all pdf’s into 1, include the premium pdf as the last page.
- You can go here to do that.
- Edit the pdf premium page
- Under “optional coverages” change “premium” to read “Monthly Premium”
- Change “company” to read “coverage amount”
- See an example here
- Email proposal to prospect in AZ
- Use template called Sending Proposals – Heritage
- Attach pdf with quotes
- Send email
- Make notes in AZ
When their limits aren’t high enough for an umbrella, we still send the umbrella quote. We just send two quotes:
- One that is the normal auto and home & life (at lower limits they requested).
- Save this pdf as “Requested Quotes”.
- Another one that has auto, home, umbrella & life (with limits that umbrella requires).
- Save this pdf as “Recommend Quotes”
When adding second proposal in RA, make the following notes under each line:
Home:
In this quote, I've adjusted your liability limit to $500,000. This quote includes an umbrella policy. In order to qualify for an umbrella policy, your limit of liability on your home must be $500,000 or higher.
Auto:
In this quote, I've adjusted your liability limits to $250,000/$500,000. This quote includes an umbrella policy. In order to qualify for an umbrella policy, your limits of liability on your auto policy must be $250,000/$500,000 or higher.
Umbrella:
Umbrella policies are something we always recommend. They offer coverage above your normal liability limits on your auto and home policies. For the limited price, the added coverage and protection is well worth it. Please reach out if you want to discuss umbrella insurance more.
When sending the proposal in AZ, use the following template:
Sending Proposals With Umbrella Option - Heritage
Times we don’t send out a proposal with RA
- Commercial
- Non-owned
- Existing Client
- Recreational vehicles
- Mobile homes
***When we don’t send an RA quote, we still always include 3 lines***
Life Quote
When you send a life quote by itself, use the below template and attach it to the email:
Use the life insurance look-up table here to get the monthly premium.
Other lines
Use this document to include other lines (such as home) when you can't produce an RA quote.
Quality Conversations:
What makes a quality conversation?
- Qualification
- Cross-sell automatically offered
- This is accomplished through educating the client
- Example scenario below
Clarifiers
- We still mention life every time. Use the table and go over on the phone or send the life quote, every time.
- For Uno, we add the renters every time, just quote it and present it.
- For Heritage, if they have 250/500, quote the umbrella every time.
Example of educating that leads to cross-sells:
Years ago, a woman called needing a car insurance quote. She requested basic liability limits but mentioned she wanted "full coverage" because she drove her kids and their friends around daily. Instead of making a quick sale, I took the time to explain that her desire to protect her children required higher liability limits, not just the state minimum and also UM/UIM. I clarified/educated that "full coverage" (comprehensive and collision) wouldn't protect her children in an accident.
This educational approach earned her trust immediately, allowing me to sell a policy with higher liability limits. By listening to her concerns and providing relevant information, I became an advisor rather than just a salesperson.
I then asked questions based on her priorities:
"Since you care about protecting your children, have you considered what would happen if your auto policy's liability limits weren't enough to cover a severe accident's medical bills?"
This conversation naturally led to discussing an umbrella policy, highlighting how understanding and addressing her needs could uncover additional insurance opportunities. By focusing on education and genuine concern, I turned a simple quote request into solutions to her main concerns. Clients respond positively when they feel understood and supported.
What’s the next line of business I could have cross-sold to her?
- Need to get licensed
- Can dedicate 2 hours each week on company time
- No more than 30 minutes at a time during work hours
- You’ll have the video-study package.
- https://www.examfx.com/insurance-prelicensing-training/life You only quote and sell term
- All others (key-man, universal, whole life, etc.) get referred to Dawn and Highland to take over.
- You simply let them know that Dawn, our life insurance specialist, will be calling them to further discuss. You then email Dawn their information and what they’re looking for.
- Add a task to follow up and make sure things run smoothly with client.
- You get 25% commission on all policies sold, regardless of if you did it or if Dawn had to take over.
- On average, you will make $200 per sold policy for basic term.
We send a life insurance quote with every quote we send. When we send an RA proposal, we include the life quote there (see "Preparing RA Quote Proposal" process).
When we don't send an RA proposal, we use a stand alone quote form.
When you send a life quote by itself, use the below pdf and attach it to the email:
Use the life insurance look-up table here to get the monthly. premium.
There is a template in AZ called "Life Quote | Stand Alone | Heritage". Attach the pdf and use this template.
This template can also be used for clients that you sold over the phone and didn't send the RA quote to. You can send this quote as a stand-alone quote.
Estimated monthly premiums for a 20-year term policy with a face value of $250,000:
For a Male:
- Age 20-30: $20
- Age 31-40: $25
- Age 41-50: $60
- Age 51-60: $140
- Age 60-70: $300
For a Female:
- Age 20-30: $15
- Age 31-40: $20
- Age 41-50: $45
- Age 51-60: $110
- Age 60-70: $250
Use this form with RA doesn't work.
When sending a home quote by itself: Use template called "Home Quote | Stand Alone | Heritage"
When sending an auto quote by itself: Use template called "Auto Quote | Stand Alone | Heritage"
Cross-sells:
- What qualifies as a cross-sell?
- Calling the cross-sell list of existing clients and selling them an additional policy. If you sell a client 1 additional policy, that counts as 1 cross-sell, if you sell them 2 additional policies, 2 cross-sells, etc.
- When you sell a policy to a prospect that they didn’t initially request.
- What does not qualify?
- When a client calls or submits an online form and asks for additional lines, and you sell them all those lines.
- If they request it initially, it doesn’t qualify as cross-sell.
Bonus:
- Sell at least 5 in a month: Receive a $100 bonus
- Sell at least 10 in a month: Receive a $250 bonus
- Sell 15 or more in a month: Receive a $500 bonus
- Note: these bonuses don’t “stack”, meaning you don’t get $750 if you sell 15, you get $500.
- This resets each month. We’ll run for 3 months (July, August, September) and assess and make necessary adjustments.
- Begin proposal. Be sure to add life insurance under the optional coverages section of the proposal.
- Use the life insurance look-up table here to get the monthly premium.
- Use the life insurance look-up table here to get the monthly premium.
- Finish proposal.
- Download pdf for each line of business quoted, including the premium pdf.
- Combine all pdf’s into 1, include the premium pdf as the last page.
- You can go here to do that.
- Edit the pdf premium page
- Under “optional coverages” change “premium” to read “Monthly Premium”
- Change “company” to read “coverage amount”
- See an example here
- Email proposal to prospect in AZ
- Use template called Sending Proposals – Uno
- Attach pdf with quotes
- Send email
- Make notes in AZ
Times we don’t send out a proposal with RA
- Commercial
- Non-owned
- Existing Client
- Recreational vehicles
- Mobile homes
***When we don’t send an RA quote, we still always include 3 lines***
Life Quote
When you send a life quote by itself, use the below template and attach it to the email:
Use the life insurance look-up table here to get the monthly premium.
Other lines
Use this document to include other lines (such as home) when you can't produce an RA quote.
We send a life insurance quote with every quote we send. When we send an RA proposal, we include the life quote there (see "Preparing RA Quote Proposal" process).
When we don't send an RA proposal, we use a stand alone quote form.
When you send a life quote by itself, use the below template and attach it to the email:
Use the life insurance look-up table here to get the monthly
Quality Conversations:
What makes a quality conversation?
- Qualification
- Cross-sell automatically offered
- This is accomplished through educating the client
- Example scenario below
Clarifiers
- We still mention life every time. Use the table and go over on the phone or send the life quote, every time.
- For Uno, we add the renters every time, just quote it and present it.
- For Heritage, if they have 250/500, quote the umbrella every time.
Example of educating that leads to cross-sells:
Years ago, a woman called needing a car insurance quote. She requested basic liability limits but mentioned she wanted "full coverage" because she drove her kids and their friends around daily. Instead of making a quick sale, I took the time to explain that her desire to protect her children required higher liability limits, not just the state minimum and also UM/UIM. I clarified/educated that "full coverage" (comprehensive and collision) wouldn't protect her children in an accident.
This educational approach earned her trust immediately, allowing me to sell a policy with higher liability limits. By listening to her concerns and providing relevant information, I became an advisor rather than just a salesperson.
I then asked questions based on her priorities:
"Since you care about protecting your children, have you considered what would happen if your auto policy's liability limits weren't enough to cover a severe accident's medical bills?"
This conversation naturally led to discussing an umbrella policy, highlighting how understanding and addressing her needs could uncover additional insurance opportunities. By focusing on education and genuine concern, I turned a simple quote request into solutions to her main concerns. Clients respond positively when they feel understood and supported.
What’s the next line of business I could have cross-sold to her?
Estimated monthly premiums for a 20-year term policy with a face value of $250,000:
For a Male:
- Age 20-30: $20
- Age 31-40: $25
- Age 41-50: $60
- Age 51-60: $140
- Age 60-70: $300
For a Female:
- Age 20-30: $15
- Age 31-40: $20
- Age 41-50: $45
- Age 51-60: $110
- Age 60-70: $250
Use this form with RA doesn't work.
When sending a renters quote by itself: Use template called "Renters Quote | Stand Alone | Uno"
When sending an auto quote by itself: Use template called "Auto Quote | Stand Alone | Uno"