Personal Lines
Team Playbook
One playbook. Three roles. Every standard, process, and script your team needs — Sales, Retention, and Service — in one place.
Purpose & Department Overview
The single source of truth for how Personal Lines operates — Sales, Retention, and Service — managed, and measured at YourPolicy.
Why this playbook exists.
The Personal Lines Playbook defines how we operate, serve, and succeed as an organization. It creates clarity, consistency, and accountability across every role in Personal Lines and serves as the single source of truth for how Sales, Retention, and Service are executed, managed, and measured.
This playbook replaces guesswork and personal habits with defined systems, proven processes, and clear performance standards. By following these standards, we protect our clients, strengthen our brand, and build a scalable organization capable of long-term growth.
For every team member, this playbook is your guide to:
- Structuring your day and working every case, lead, or renewal effectively
- Communicating confidently with clients about coverage and options
- Understanding exactly what high performance looks like in your role
- Protecting and growing your income and career path
- Executing clean handoffs and maintaining compliance
When in doubt about the next step, return to the playbook. If the process is followed consistently, the results will follow.
Three roles. One team.
Producers — New Business
- Generating new client relationships
- Lender program outreach
- Account Rounding (ARO)
- Cross-sell into other verticals
Renewal & Remarket Specialists
- Annual renewal reviews
- Re-shop and remarket cases
- Pipeline management by queue
- Client retention and win-back
Service Account Managers
- Inbound client service requests
- Policy changes and endorsements
- Claims assistance and billing
- Pipeline ownership and documentation
Our Mission
Modernize the insurance industry by helping people find the right insurance with less hassle and more happiness. Every member of the Personal Lines team plays a critical role in making that happen every day.
Four principles. No exceptions.
People Come First
Every action, decision, and interaction starts with what's best for the client and the team around you.
Do What You Love
Passion drives performance. Show up invested, develop your skills, find meaning in the work you do.
Balance Is Key
High performance over the long run requires balance in workload, approach, and life outside the office.
Deliver What You Promise
Credibility is our most valuable asset. If we say we'll do something, we do it — every time.
⚠️ Ask yourself before every decision or action: Does this reflect our company's core values?
Technology Stack & Key Tools
Every tool exists for a reason. Use each one consistently, document everything, and never communicate outside approved platforms.
Core Systems
- Payworx / UKG — Timekeeping, HR, payroll, PTO
- HawkSoft (HS) — AMS, ACORD forms, commissions
- Neon / Salesforce — CRM, system of record
Client & Document Tools
- Formstack — E-signature, auto-saves to HawkSoft
- Canopy Connect — Client data collection
- EZLynx (EZL) — Comparative rater
Communication
- Slack — Company-wide, IT/HR tickets
- Zoom Phone / Workplace — Calls and video
- SharePoint — Company hub
Access & Storage
- 1Password — Required secure password manager
- OneDrive — Cloud storage for all documents
- Trainual — Training platform
People & Support
- Staffboom — Partner managing STAs
- STAs — Non-client facing support
- Nectar — Peer recognition and rewards
Common Acronyms.
Organization
| YP | Your Policy |
| ARO | Account Rounding Opportunity |
| CLV | Client Lifetime Value |
| SLA | Service Level Agreement |
Systems
| CRM | Customer Relationship Management |
| MFA | Multi-Factor Authentication |
| AMS | Agency Management System |
| EZL | EZLynx Comparative Rater |
Sales & Process
| CTE | Call, Text, Email — daily outreach |
| ARC | Acknowledge, Respond, Close |
| BOR | Broker of Record |
| DNC | Do Not Call |
Professional Standards & Expectations
Personal Lines is a strategic division. Every role operates as a professional advisor with integrity, accountability, and a commitment to relationship-based service.
1. Ethical Conduct
- Represent carriers honestly and accurately
- Clearly disclose all limitations
- Protect client information always
- Document all recommendations in CRM
⚠️ Unethical behavior is addressed immediately and is not tolerated.
2. Professional Behavior
- Communicate respectfully & professionally
- Respond in a timely manner
- Take ownership of mistakes
- Maintain transparency with leadership
3. Activity Standards
- Work all cases, leads, and tasks daily
- Follow established role-specific processes
- Document all CRM activity
- Maintain accurate pipelines
4. Accountability
- Respect all teams and leadership
- Execute clean handoffs
- Follow up promptly and professionally
We do not blame other teams, damage partner relationships, or create internal friction.
5. What Success Looks Like
- Positive attitude with a servant mindset
- Clean CRM and organized pipeline
- Clients who understand their coverage
- Consistent production meeting role KPIs
8. Compliance
- Follow all state, carrier, and agency guidelines
- Maintain active licensing and CE
- No duplicate records
- Accurate stages and complete notes
⚠️ Compliance is a condition of employment.
Communication Standards
Every interaction reflects the YourPolicy brand. Professional, intentional, relationship-driven — no exceptions for any role.
Phone — Primary
- Professional, confident greeting every call
- Lead with a discovery-first mindset
- Document all call notes in CRM
Email — Secondary
- Clear, concise subject lines
- Professional and client-friendly tone
- Supports and documents — does not replace calls
Text — Limited Use
- Only with explicit client permission
- Short and professional only
- Never replace coverage discussions
We do not hide behind keyboards. Conversations build trust — pick up the phone. The phone is how we win.
⚠️ No untracked communication. No personal cell phones with clients. All communication must occur through YP-approved platforms only.
Relationship-Based Growth & Risk Standards
We do not sell policies. We build households. Every conversation must answer: why should this client trust us with their protection?
"We do not sell policies. We build households."
This means asking deeper questions, educating before quoting, clearly explaining risk, demonstrating protection value, and guiding — not pushing — decisions.
Ideal Personal Lines client.
An ideal client:
- Values risk management, not just price
- Is financially stable and forward-thinking
- Seeks a long-term relationship
- Is communicative and open to guidance
- Provides referrals
Minimum expectations.
| Coverage | Minimum |
|---|---|
| Auto | 100/300 liability |
| Home | $300,000 liability |
| Umbrella | Strongly encouraged |
| Home Replacement | Replacement cost required |
⚠️ Below-minimum limits require manager approval.
Compliance & Documentation Standards
Compliance is not paperwork — it is professional risk management. This section protects the client, the agency, and every team member.
If it's not in the CRM, it didn't happen.
The CRM (Salesforce / Neon) is the official system of record and single source of truth for all sales and service activity across every role.
Required CRM Activity
- Complete contact information
- Discovery notes documented
- All calls logged
- All quotes and signed documents attached
- Coverage recommendations documented
- Tasks created, assigned, and completed
Non-Negotiables
- CRM usage is mandatory
- Required fields must be complete
- All communication documented
- Handoffs must be clean and complete
- Data accuracy required at all times
- No duplicate or abandoned records
30-Day Lifecycle Rule
- Leads and opportunities valid for 30 days
- No progression → Closed Lost or Nurture
- Client returns after 30 days → new lead
Accountability Standards
Failure to meet standards results in: coaching, formal performance plans, loss of privileges or responsibilities, and termination if unresolved.
Personal Lines Sales Strategy
Relationship-based lead generation is the foundation. Mortgage lenders are the primary source. All other lead sources are supplemental.
How we win.
Relationship-Based Selling
We are not in the business of quoting policies. We are in the business of protecting households and building trust.
Quality & Value Aligned
Quote to bind by aligning risk and appetite. Qualify early. Follow up consistently.
Long-Term Value
Retention, cross-sell, household value, and referral potential — every deal grows all four.
Operational Excellence
Organized. Documented. Trackable. Repeatable. This is how we create consistent, predictable growth.
Professional Accountability
Producers own execution. Managers own performance. Executives own structure and resources.
Ideal Client
- Values risk management, not just price
- Financially stable and forward-thinking
- Multi-policy household potential
- Provides referrals
Clients We Avoid
- Chronic price shoppers
- Unwilling to engage in discovery
- Coverage lapses / misrepresentation
Prospecting & Business Development
90% of prospecting effort must be lender-focused. Mortgage lenders drive the business. All other lead sources are supplemental.
Outbound Lender Relationships
- Maintain 15 active lender relationships
- Generate 150+ lender leads per month
- Respond to lender leads within 15 minutes
Client Referral Engine
- Referral ask after every bind
- Make a clear and documented ask
- Strongly encourage a 5-star Google review
Inbound Digital Leads
- First contact within 5 minutes
- Professional discovery on every call
- Full CRM documentation required
ARO & Cross-Sell
- Act quickly on ARO opportunities
- Communicate clearly and confidently
- Provide closed-loop feedback
Sales Process & Workflow
There is one process. There are no personal variations. Lead → Contact → Discover → Quote → Present → Close → Service → Retain → Refer.
Lead → Contact → Discover → Quote → Present → Close → Service → Retain → Refer
The YourPolicy Sales Process — Always| Stage | What Happens | Responsibility |
|---|---|---|
| 1. Lead Intake | Lead received and assigned | Immediate outreach — no delays |
| 2. Contact | First connection with client | Set expectations, build rapport |
| 3. Discovery | Full risk conversation | Household, assets, coverage, gaps |
| 4. Qualification | Determine fit | Confirm underwriting standards |
| 5. Quoting | Build solutions | Match to carrier appetite |
| 6. Presentation | Review options live | Coverage → Gaps → Protection → Price |
| 7. Decision | Client chooses direction | Handle objections, ask for the business |
| 8. Bind | Policy issued | Confirm coverage, secure payment |
| 9. Handoff | Transition to service | Clean documentation, internal comms |
| 10. Post-Bind | Relationship begins | Set expectations, request referrals |
🚫 No discovery = No quote. Never email a quote before presenting it live.
Sales to Service Transition
The sale is not complete until the Account Manager can service the client without confusion — and the client clearly understands what they purchased.
Producer Must Provide
- Final coverage summary
- Clear client expectations
- Renewal timing
- Special notes or nuances
- Outstanding follow-up requirements
Producer Remains Responsible For
- Sale quality and data accuracy
- Coverage accuracy
- Initial client experience
AMs are NOT responsible for fixing producer errors within the first 90 days.
Non-Negotiables
- Every role has ownership — no task is "someone else's job"
- Handoffs must be clean and documented
- Managers enforce standards; Producers execute them
When to Escalate
- Coverage uncertainty
- Underwriting conflicts
- Client dissatisfaction
- Missing documentation
- Compliance concerns
Sales Performance KPIs
We do not manage by opinion. We manage by data. Activity drives outcomes.
| Metric | Standard |
|---|---|
| Activity | 30 CTE per day · 5 quotes delivered minimum · Leads contacted same day |
| Conversion | Lead to Quote · Quote to Bind · Lead to Bind overall rate |
| Quality | 90% Retention Rate · 2 Policies per Household minimum · Auto no Home ≤25% |
| Relationships | 150+ lender leads/month · 15 active lender relationships · Partner feedback |
| CRM | CRM Completion Rate · Required fields complete · No duplicate records |
Auto Quoting & Closing Script
Full 5-step word track — from opening to close. ARP technique, liability limit education, 5-Yes close, and full objection handling.
Opening & Discovery.
ARP Technique — Overcome Opening Objections
"You never filled out info? No worries."
"Most customers save 30–50% on premiums."
"Who do you have your auto with right now?"
- Who do you have your auto insurance with right now?
- Do you pay in full or monthly? How much per month?
- How many vehicles? Full coverage or liability only?
- How long have you been with them?
- Do you also have home/renters with that agent?
- What discounts do you currently get?
If just shopping: "I completely understand wanting to make sure you get the best deal. I would want to do the same thing! If the numbers looked really good today, would there be anything stopping you from working with us?"
Benefit: That way, our agency can focus on giving you the best possible deal that meets your needs.
Tie Down: How does that sound?
Final commitment: "If we were able to accomplish your goals and you agree everything makes sense, is there any reason why you couldn't move forward today?"
Liability limit education.
Low Limits
"Wow — that's much lower than the average accident. Let me explain how a claim is settled so we can make sure you're properly covered."
High Limits
"That's great — you were responsible and chose to protect yourself for the right amount!"
Don't Know Their Limits
"I'm so glad you got me on the phone so we can make sure you're properly covered from a serious accident!"
If you were at fault in a serious accident — hurt, disabled, or killed someone — there are 3 ways that claim will be settled:
- Through your insurance company — only responsible for $___ / ___ / ___
- If not enough, courts go after your assets (home, property, savings, boat, valuables)
- In some states, they can garnish wages up to 25%
KEY QUESTION: "If something like that were to happen, what would that look like for you?" — Pause and listen.
- What do you own to protect? (home, property, business, boat, valuables)
- Who else depends on your income? Are you the only income earner?
- Do you live in a high-traffic area?
- What do you owe? Any credit card debt?
- "You currently have auto with [Company] paying $[X]/mo — correct?"
- "If I save you $[Y], working together makes sense — right?"
- "One thing you wish your current company did better is [pain point] — correct?"
- "Earlier you told me most important to you is [value] — correct?"
- "For your insurance, outside of price, most important to you is [value] — correct?"
Always quote bundled. Never separate.
Walk through each coverage point with the client:
- Liability: $[BI] per accident for injuries, $[PD] for property. "Does that sound like enough?"
- Uninsured Motorist: Same limits — hit-and-run, underinsured drivers. Won't count against you as a surcharge.
- PIP / Medical Payments: State-specific — confirm availability in your state before presenting. Where applicable, covers you and passengers for hospital visits or lost wages. Use your state's specific limits and terminology when presenting this coverage to the client.
- Roadside Assistance: Flat tire, breakdown, locked keys. Only $0.xx/month! "Have you ever needed this?"
- Rental Reimbursement: Replacement vehicle while yours is repaired. Recommend $X/day for your vehicle type.
"Does this sound like it meets your and your family's goals for proper protection?" — Pause and listen.
If they say yes: "Great! Here's what the next steps are..."
• Confirm payment preference
• Verify email: "Sign the e-docs ASAP or your policy can cancel."
• Advise consumer report will be run — send disclosure
• Deliver the packaged quote!
ARC Technique — Acknowledge, Respond, Close.
"I understand — we covered a lot. Let me ask: Is it the coverage, the switch, me, or the premium?"
Isolate the objection and remove it. If premium — shop another carrier, but make sure client understands if coverage is being sacrificed.
Peel back to auto-only as a last resort.
"No problem — let me ask you something."
"If you told your spouse you increased coverage by [%] AND saved $[X]/year — wouldn't they be happy? And if you want a refund tomorrow after talking to them, I can do that for you."
"Are you putting this on a debit or credit card? What zip is affiliated with the card?"
"I apologize — I didn't do a good job of explaining what's included with our policy."
"Let's take a step back — you told me your goals were [A,B,C] and we accomplished [X]. Go over the value delivered and their risk exposure if they don't move forward. Harp on this."
"I've really enjoyed speaking with you — let's wrap this up. Are you going to put this on a debit or credit card?"
"I completely understand you want to see what else is out there."
"This is exactly why we opened Your Policy — less hassle, more happiness. I have access to all the top carriers and do all the work for you. During our call, I shopped your policy with all the top carriers and this is the best fit. If [Quoted company] doesn't work out, you still have me as your agent — we'll take care of you."
"So are you putting this on a debit or credit card?"
Home Insurance Call Script
Inbound and outbound scripts for home insurance — from greeting through rate delivery, objection handling, and close.
Inbound & Outbound Greetings.
If info already exists: "Hi [Client Name], I see you requested a home insurance quote. I have your details here — just want to confirm a few things to make sure we get you the best coverage possible."
"Totally understand — I can be very quick, about 2 minutes just to confirm details, or I can call you back at a better time. What works best for you?"
"Perfect — that's actually when we help the most, making sure you're not overpaying or under-covered. Let's make sure you're comparing apples to apples."
"I can absolutely do that — I just need to confirm a few details so I don't send you something inaccurate. It'll take less than 2 minutes."
Full underwriting & coverage review.
Property Details
- Property address
- Year built
- Roof age & last replacement
- Square footage
- HVAC, electrical, plumbing updates
- Swimming pool?
- Any dogs?
Risk & History
- Prior claims (last 3–5 years)
- Current insurance carrier
- Current premium (if known)
- Renewal date
Coverage Review
- Dwelling coverage
- Other structures
- Personal property
- Liability limits
- Medical payments
- Deductibles
- Endorsements (water backup, equipment, etc.)
Two scenarios.
"Based on everything we discussed, your annual premium comes out to $____, which includes solid protection on your home, personal property, and liability."
Value statement: "This actually improves your coverage in [key area] while keeping your price very competitive compared to what you currently have."
Assumptive close: "Let's go ahead and lock this in so you're properly covered starting [effective date]. What's the best email to send your documents to?"
"Your annual premium comes out to $____."
"Now I do want to point out — this is structured to properly protect you, especially in areas like [coverage gap]. A lot of times lower premiums come with gaps that don't show up until there's a claim."
If they say it's expensive: "I understand — price definitely matters. The key is making sure we're not sacrificing protection just to save a few dollars. What I can do is walk through options to adjust deductibles or coverage levels while still keeping you properly protected."
Cross-Sell Script
Personal Lines → Commercial / Benefits. How to pivot naturally after a bind and discover cross-sell opportunities without being pushy.
After every personal lines bind.
Anchor the Close
"Perfect — so your home and auto are officially set up. You're all good to go starting [date]."
Smooth Transition
"Before I let you go, I do a quick 30-second coverage check with all my clients — just to make sure we're not missing anything important. Is that okay?"
Bridge Statement
"A lot of people don't realize this, but things like side income, small businesses, or even how your income is protected can affect how your personal policies respond."
Guided Discovery
Layer in questions naturally — not as a checklist. Lead with curiosity, not interrogation.
Business & side income.
"Is that something you're doing full-time or more on the side right now?"
"Do you have anything set up on the insurance side for that yet?"
Step 2: "What we usually do in cases like that is just have our commercial team take a quick look and make sure everything is lined up correctly."
Step 3: "Would you be open to a quick, no-obligation review just to make sure you're fully covered there?"
Step 4 (if yes): "Perfect — I'll have one of our specialists reach out. They'll take a deeper look and let you know if everything is already set or if there's anything worth adjusting. What's the best number for them to reach you?"
"A lot of people I work with end up adding something later — whether it's a side hustle, rental, or even contract work — and when that happens, it can change how your current policy responds. If that ever comes up, just reach out — we can usually review it pretty quickly."
Life & health coverage.
"The only reason I ask is because we see gaps there pretty often — especially when things change over time."
Cross-Sell Rules
- Ask after every bind — not just sometimes
- Make it feel like a service, not a sales pitch
- Never force it — curiosity and care win
- Log cross-sell referral in CRM with closed-loop feedback to the receiving team
Referral Ask Script
Role-play script for asking for referrals at the end of every bind. Includes a $25 e-gift card sent to the client once a full quote has been completed.
After every single bind. No exceptions.
⚠️ The referral ask is not optional. It must happen after every bind, every time. Document the ask in the CRM.
Client responds positively: "Oh, it was absolutely amazing — outstanding service. Thank you so much!"
Do you happen to know anyone — friends, family, or coworkers — who might benefit from the same level of service I provided to you today? I'd be more than happy to help them as well."
"That's great — I appreciate you thinking of them! Would you feel comfortable sharing their contact information, or would you prefer I send you my details so you can pass them along?"
Just so you have it handy, my direct number is [your number]. Feel free to save it, and if you come across anyone — friends, family, or coworkers — who may be looking for home, auto, or any type of insurance, I'd truly appreciate you passing my information along. Just as a reminder, a $25 e-gift card is sent directly to you once we complete a full quote — so the moment we connect with them, you're rewarded.
Thank you again for your time today — it was a pleasure working with you. Have a great rest of your day!"
Lead Call Schedule & Scripts
8-attempt, 7-day cadence for personal lines leads. All attempts must be documented in Neon/Salesforce.
Minimum 8 Call Attempts in 7 Working Days
Every attempt must be documented in Neon. Log every call, voicemail, email, and text. If contact is made at any point, stop this cadence and move the lead to "Opportunity — Working".
| Day | Attempt | Action |
|---|---|---|
| Day 1 | Call #1 — As soon as lead received | Leave voicemail + Send Email #1 + Send Text #1 |
| Day 1 | Call #2 — Later that day | No voicemail if not picked up |
| Day 2 | Call #3 — Late morning | Leave voicemail |
| Day 3 | Call #4 — Early evening (4–5 PM) | Leave voicemail + Send Email #2 + Send Text #2 |
| Day 4 | Call #5 — Midday | Leave voicemail |
| Day 5 | Call #6 — Morning or late afternoon | Leave voicemail |
| Day 6 | Call #7 — Late morning (10–12) | Leave voicemail |
| Day 7 | Call #8 — Early evening | Leave voicemail (final voicemail of the week) |
⚠️ Voicemail rules: Leave no more than ONE voicemail per day per lead. Do not leave a voicemail on same-day second call attempts. Log every call in Neon.
Primary & follow-up.
Give me a call back when you have a minute — my direct number is [phone number]. Again, that's [phone number]. I'll also send you a text so you have my contact info handy. Looking forward to connecting.
It's usually a pretty easy conversation, and even if nothing changes, at least you'll know where you stand. When you have a minute, give me a call or text me back at [phone number]. Looking forward to connecting.
Email 1 & 2.
Subject: Glad you reached out — You may have more insurance options than you think
Dear [Lead Name],
I'm really excited that you've reached out for some new options on your insurance. Most people don't realize that when they call a big-name insurance company, they only get one quote and one price.
As an Independent Agent, I work differently. I don't work for the insurance companies — I work for you.
- Dozens of Options: I shop across dozens of top-rated carriers to find the best fit.
- Better Pricing: When companies compete for your business, you get a better rate.
- One-Stop Shop: I do all the legwork so you don't have to.
Can we hop on a quick 2-minute call this week? I'd love to show you a comparison of what the market can offer you right now.
My direct number is [phone number]. I'll also send you a text so you have my contact info handy. Look forward to talking to you soon.
Dear [Lead Name],
I wanted to follow up because I believe we can genuinely help you find better coverage at a better price. Our independent model means I'm shopping all the top carriers on your behalf — not just one company.
Takes just a few minutes and there's absolutely no obligation. Would you be open to a quick call this week?
You can reach me at [phone number] or simply reply here. Looking forward to connecting.
Win-Back Scripts & Templates
Call scripts, objection handling, email templates, and text scripts for re-engaging former clients.
Reconnect with former clients.
The reason for my call is you previously worked with us for your home and auto, and I wanted to reach out because we've had some recent changes — we've added new carriers and seen some significant rate improvements with the ones we already have.
I just wanted to see if you'd be open to a quick, no-obligation comparison. We still have most of your information, so it's pretty easy on both ends.
If you're open to it, I can put something together for you real quick."
(Wait for reply)
Win-back specific responses.
"Of course — I'll keep it quick when I call back. What's usually better for you, later today or tomorrow?" (Lock in a specific time — don't leave it open-ended)
"Happy to — just so I send you something accurate, it'll take me about 30 seconds to confirm a couple of details with you now. That way it's worth your time when you see it." If they still push back: "No problem — I'll send a quick baseline, and if anything stands out, we can fine-tune it after."
"Totally fair — the only reason I reached out is because things have changed on our end, and in a lot of cases people are seeing either better pricing or improved coverage without realizing it. If nothing's better, at least you'll know you're in a good spot — does it hurt to take a quick look?"
"Thank you for telling me that — I really appreciate it. A lot has changed on our side since then, both in how we handle accounts and the options we have available. If anything, that's exactly why I wanted to reconnect. If you're open to it, I'd love a chance to show you a better experience this time around."
"That makes sense — price is usually the reason people move. What we're seeing now is that rates have shifted quite a bit, and in some cases, we're actually coming in more competitive than before. It might be worth a quick check just to see where things stand now."
"I hear you — and that's actually something we've addressed. We've expanded the number of carriers we work with, so we're not limited to the same options as before. This wouldn't be about putting you back where you were — it's about finding a better fit now."
When they don't pick up.
We still have most of your info, so it's easy to revisit your coverage. Has anything changed — like a new car, driver, or move? Give me a call back, my direct number is [Agent Phone] and let's see if we can update your coverage and maybe save you some money. Talk soon!
Short, direct, no pressure.
Hi [Client's Name],
I hope you're doing well. You were once a valued part of our insurance family, and we truly appreciated the trust you placed in us.
We know things change — whether it was price, availability, or finding a better fit — and we completely understand.
I'm reaching out to share some good news: we've recently partnered with new carriers, giving us access to better rates and expanded coverage options for home, auto, renters, landlord, and umbrella insurance.
We'd love a chance to earn your trust again. If you're open to a free, no-obligation quote, just reply, call, or email — no pressure at all.
Hope to reconnect soon,
[Your Name]
Dear [Client's Name],
Thank you for being a valued customer. As part of our ongoing commitment to helping you maximize savings, we reviewed your account and noticed you may be missing out on multi-policy bundle discounts.
You currently have a [homeowners or auto] policy with us — bundling both typically delivers the strongest discounts available.
To help you explore potential savings, we'd be happy to provide a free, obligation-free quote. Simply reply to this email and we'll get started right away.
Best regards,
[Your Name]
Objection Handling — ARC Framework
Acknowledge, Respond, Close (or Pivot). Every objection follows the same flow. Master this and you master the close.
The ARC Framework
Show you heard them. Validate the feeling.
Provide clarity and value. Address the real concern.
Move forward if ready. Redirect if not ready (ARP).
"I can understand you'd like to think it over — we covered a lot of information. But let me ask you something:"
Isolate the objection — "Is it any of the coverage we discussed? Is it switching companies? Is it me — did I explain everything clearly? Is it the premium amount?" Then remove the isolated objection specifically.
If premium — shop another carrier to reduce it. NOTE: if sacrificing coverage, make sure client understands the tradeoff.
"You want to talk to your spouse — no problem. Let me ask you something."
"If you went home and told your spouse that you increased your family's protection by [%], AND the family will be saving $_____ per year — wouldn't your spouse be happy? And what's great about Your Policy Insurance — if you want a refund tomorrow after talking to them, I can do that for you."
"Are you wanting to put this on a debit or credit card?" — Guide them to the card number and zip code.
"Our price is too high for you? I apologize — I didn't do a good job of explaining what's included with our policy."
"Let's take a step back and review a few things. When I asked you earlier, you told me your goals were [A, B, C] and if we did [X, Y, Z] it would make sense to work together. Here's what we've accomplished today!" — Go over the full value delivered and their risk exposure if they don't move forward. Harp on this.
"I've really enjoyed speaking with you and look forward to working together — let's wrap this up. Are you going to put this on a debit or credit card?"
"I completely understand you want to see what else is out there."
"This is exactly why we opened Your Policy — to help people find the right insurance with less hassle and more happiness. We have access to all the top carriers and do all the work for you. During our call, I shopped your policy with all top carriers and this is the best one for your needs. If [quoted company] doesn't work out, you still have me as your agent — we will take care of you no matter what."
"So are you putting this on a debit or credit card?"
ARO Objection Scripts
Account Rounding Opportunity — how to open the conversation, handle objections, and secure the next step for bundling coverage.
"Right now, I'm showing that your __ policy isn't bundled with your __. When we bundle auto and home together, that's where the strongest discounts come from."
"Who do you currently have your __ insured with?" (Pause — let them answer)
"Got it. And about how much are you paying annually for that policy?" If they don't know exactly: "That's totally fine — even a ballpark helps."
Responses for every scenario.
"Totally — most people do. This isn't about replacing it unless it makes sense."
"I just want to verify that you're not missing any bundle discounts or coverage gaps. Worst case, we confirm you're already in a great spot."
"All I need is the declarations page to review it."
"That's great — they're a solid carrier."
"Good news is that we work with them. If keeping the carrier makes sense, we can still manage it so everything sits in one place and you get full bundle benefits."
"Let's take a quick look, confirm everything, and introduce the AOR/BOR."
"I can absolutely do that."
"Before I send it, do you mind if I ask who you currently have your home/auto with and about what you're paying?" (After they answer) "Perfect. I'll include a quick overview once I review your declarations page so the email is actually useful." If they refuse info: "Not a problem — I will send options with coverage details I have available."
Never send an email without advancing the conversation first.
"It's a simple upgrade that can strengthen your protection while lowering your overall cost. I'd be happy to walk you through the details and see if there are any gaps in your coverage."
Start the Discovery Process.
Key Producer Notes
- Always pivot confidently — never ask permission to discuss bundling
- Assume bundling is the logical next step — it usually is
- If same carrier — great BOR (Broker of Record) opportunity
- Position as verification, not a re-quote
- End every ARO conversation with a clear next action
Mortgage Lender Lead Generation Playbook
A comprehensive guide for building and nurturing lender relationships — the primary engine of Personal Lines growth at YourPolicy.
The Goal
Achieve 400 lender relationships across the PL organization within six months, generating a minimum of 2,000 leads per month. Scale to 4,000 leads/month with 50%+ from lenders. Each producer: 15 active lenders producing 100–150 leads per month by August 2026.
How we operate with lenders.
Value First
Always lead with how you can help the lender — providing insurance expertise, co-marketing, removing friction, and market access they can't get elsewhere.
Consistency
Relationships are built over time through regular touchpoints. Set calendar reminders. Automate where possible. Never go dark on a lender.
Accountability
Track metrics weekly. Report progress monthly. Document all interactions in CRM. Dedicate 10–15 hours/week to lender outreach during ramp-up.
Scalability
Start small, build momentum, and expand. Identify your top 3–5 engaged lenders early. Scale relationships that perform. Exit those that don't after 6 months.
Step-by-step workflow.
Research & Targeting
Build a hit list of 50–100 lenders. YP provides a starter list. Use Google, LinkedIn, and local directories for additional targets. Prioritize by loan volume, local presence, and COI potential. Score prospects: High / Medium / Low. Goal: complete by mid-February.
Initial Outreach — 5 to 10 Lenders/Month
Choose outreach method: walk-in (preferred for local), phone, email, text, or LinkedIn. Introduce yourself briefly. Request a quick 15-minute chat focused on their pain points (closing delays, insurance issues). Follow up within 48 hours if no response. Make 3–6 attempts per lender over 2 weeks.
First Meeting & Value Proposition
Listen 70%, talk 30%. Ask about their process and challenges with insurance. Present your proposition: fast quotes, co-branded marketing, and 450+ carrier access. Address objections with a trial period. Bring coffee or lunch. Send a handwritten thank-you note. Frequent personalized texts build the relationship faster than swag.
Commitment & Setup
Outline lead referral process and mutual expectations. Guarantee 15-minute-or-less response times. Have them email leads to [email protected]. Test with 1–2 leads to ensure smooth handoff. Celebrate the first lead with a thank-you note and over-deliver on the experience.
Ongoing communication cadence.
Regular Touchpoints
- Weekly: Quick check-in email or text — "Any new closings this week?"
- Monthly: In-person or virtual meeting to review leads and share market updates
- Quarterly: Co-marketing event — webinar on home buying tips, etc.
- Annually: Performance review and improvement planning
Lead Tracking & Feedback
- Log all leads in CRM: Source, status, outcome
- Provide feedback: "Thanks for the lead — closed it in 2 days!"
- If volume falls below 5–10/month, discuss barriers directly
- Review weekly; report monthly to manager
Personalized messages are 10x more impactful than swag bags. Remember the human things — kids graduating, new offices, big closings. RELATIONSHIP RELATIONSHIP RELATIONSHIP.
Stair-step execution.
Build Pipeline
- Build hit list of 50–100 lenders
- Identify 15–20 priority lenders
- Make live contact (walk-in, call, appointment)
- Log all activity in CRM
- Schedule cadence on calendar
- Deliver value proposition clearly
Min: 15 lenders contacted · Cadence scheduled
Initial Lead Flow
- Expand outreach to additional 15–20 lenders
- Hold at least 15 live conversations
- Conduct lender discovery conversations
- Define referral expectations with early partners
Min: 15 lenders contacted · 10 minimum lender leads
Prove Reliability
- Begin receiving lender leads at larger volume
- Respond to leads within SLA
- Provide follow-up feedback to lenders
- Identify top 3–5 engaged lenders to double down
Target: 15 lenders · 100–150 leads/month by month 6
What we leave behind after the first meeting.
"Helping You Close More Loans — Without Insurance Delays"
Our Promise to You
- Fast, reliable insurance turnaround
- Clear communication with buyers
- No last-minute underwriting surprises
- Proactive problem-solving before closing
What Makes Us Different
- Dedicated point of contact
- Purchase-focused process
- Experience with lender timelines
- 450+ carriers, licensed all 50 states
How the Partnership Works
- You introduce the buyer → We respond within 15 minutes
- We keep you updated through closing
- We protect the relationship post-close
Required lender data to track.
Lender Profile
- Lender Name / Loan Officer Name(s)
- Branch / Company
- Email / Phone
- Market / Territory
- Loan Focus (Purchase / Refi / Both)
- Avg Monthly Closings
- Buyer Profile (FTHB, Jumbo, Investor)
Referral Status
- Hot — 10+ active lenders, 75+ leads/month, SLA met
- Nurturing — 5–9 lenders, inconsistent cadence
- Cold — <5 lenders, no activity in 30 days, SLA failures
CRM Automations
- SLA: Alert if lead not contacted within 15 min
- Risk Flag: Red if no touch in 30 days or zero leads in 45 days
- Scale Signal: "Scale Candidate" tag at 10+ leads/month for 2 consecutive months
- Compliance Report: Monthly active lenders, cadence, lead volume vs. expectations
Lender Role Play Script Outline
Cold call scripts, voicemails, emails, and common objection responses for initial lender outreach.
Opening the conversation.
"Hi [Name], this is [Your Name] with Your Policy. I know this is an unexpected call — do you have a minute or two so I can explain why I am calling?"
If yes, continue. If not, ask for a better time and schedule a meeting that suits them.
"Great! At Your Policy we are an independent insurance brokerage that partners with lenders to ensure insurance never becomes a bottleneck at closing. Our value is in our infrastructure — we have access to over 450+ carriers and are licensed in all 50 states. That is why many lenders choose us. What type of loans do you focus on?"
How to respond.
"That makes complete sense — most of our lender partners already have someone they work with."
"We are not trying to replace anyone, just add value where it helps your business run smoother. Out of curiosity, how many carriers does your current agent have access to?"
"I completely understand — we feel the same way. The last thing we want is to overwhelm a borrower."
"Our role is to support your process, not disrupt it. We only engage with the borrower after they have chosen our policy, just to walk through coverage and answer questions. Is there a client you are helping right now who could use our support with insurance?"
"A lot of them do, and that works — until underwriting kicks something back and delays the closing. When that happens, someone on your team must scramble. Who do you call in those moments to get it fixed fast?"
"Perfect. The next step would be a brief conversation so I can understand your workflow, volume, and any pain points you are seeing with insurance. From there, we can align on how we support your team, share contact information, and be available whenever something comes up." (Go into discovery questions)
Voicemail, email & text scripts.
I would love to see if supporting your team makes sense as well. When you have a moment, give me a call back at [Your Number]. Thanks, and I look forward to connecting."
Subject: Following up — Your Policy Partnership
Hi [Name],
I wanted to follow up on the voicemail I left. At Your Policy we are an independent insurance brokerage that partners with lenders to ensure insurance never becomes a bottleneck at closing. We are licensed in all 50 states and have access to 450+ carriers, which allows us to have a significant competitive advantage.
That flexibility is why many lenders choose us over other brokers, and I would love to see if supporting your team makes sense as well.
If you are open to a brief conversation, I am happy to work around your schedule. You can reach me directly at [Your Number] or just reply here.
Looking forward to connecting, [Your Name] — Your Policy
If you are open to a quick conversation, I would love to learn more about your workflow and see if we can be a resource for your team. You can reach me at [Your Number]. Thanks, and I hope to connect soon."
Hi [Name],
I wanted to follow up once more because we work with many lenders who want insurance handled quickly and without any surprises at closing. Since we are licensed nationwide and have access to 450+ carriers, we can step in whenever something comes up and keep files moving smoothly.
If you are open to a brief conversation, I would love to learn more about your workflow and see whether we can be a resource for your team. I am available anytime at [Your Number], or feel free to reply here with a time that works for you.
Looking forward to connecting, [Your Name] — Your Policy
Salesforce Lender Referral Workflow
How to set up and manage your lender referral sources in Salesforce/Neon — from initial setup through partnership establishment.
Two types of records in your lead list.
Insurance Lead
Client list for new leads — people who need insurance quotes.
Referral Source
Lender list — the relationships you are building and actively working to generate partnerships.
⚠️ Do NOT convert a Referral Source into an Account before establishing a relationship with the lender. This means before the lender agrees to send referrals your way.
Setup steps.
Click the Lead Tab
Navigate to the Lead tab in Salesforce/Neon.
Open New — All Open Leads
Click the Carrot dropdown and choose "New — All Open Leads".
Clone the View
Click the Gear button and choose "Clone". Rename from "Copy of New — All Open Leads" to "My New Leads" or "My Leads" and click Save.
Apply Filters
Click the Filter Icon → Filter by Owner → Choose "My Leads" → Lead Record Type → Choose "Referral Source" → Done → Save.
Creating your lender records.
Create New Referral Source
Once in your lead list, click "New" → choose "Referral Source" → click Next.
Fill Out the Information
Complete all required fields (lender name, contact info, company, loan focus, market/territory) → click Save. You have now created the referral source you can actively work via calls and emails to start a partnership.
After partnership is established.
Click "Convert"
Once a partnership is established and the lender agrees to send you leads, open the record and click Convert in the upper right-hand corner, next to the + Follow button.
Convert Settings
1. Make sure Record Type is "Referral Source". 2. Check the box "Don't create an opportunity upon conversion". 3. Click Convert. You have now created an active account for the lender you will be working with.
Congratulations — You Have an Active Lender Partner
The lender is now an active account in your book. Begin your nurturing cadence immediately. Set your first weekly check-in within 3 days of the first lead received.
Salesforce Lead Workflow
New client intake from initial data collection through closed won or lost. Covers HawkSoft and Salesforce/Neon in parallel.
Step-by-step from intake to close.
Initial Data Collection
Full name, date of birth, marital status, driver's license. Auto: vehicle details, VIN, coverage preferences, current carrier. Home: property address, home details (roof, electrical, plumbing, HVAC updates), pool, trampoline, dogs, current insurance or closing date if new purchase.
Enter Lead in Salesforce/Neon
Enter information under 'Leads'. Required fields for conversion: Name, Date of Birth, Email, Phone Number, Address. Key rules: Company = Customer's First and Last Name · DOB format uses slash separators · Phone numbers without dashes (1234567890) · Once you start typing the address it auto-populates.
Convert to Opportunity
Click "Mark Stage as Complete" through all stages until converted. Under Opportunity — change the name to reflect the product you're quoting (Home, Auto, etc.). Important: Opportunity Name and Policy Coverage/Type must match each other (if working Personal Auto, both fields should reflect Personal Auto).
Opportunity Name Format: (Office Abbreviation) – (First Last Name) – (Product Type)
Assign Preliminary Quote Task
Assign the opportunity to VAs using the task function to begin the preliminary quote. Ensure task is created with a clear due date and priority level.
Update Opportunity Status
Move the opportunity through stages as the deal progresses. Follow up within 1–2 weeks of quoting, then close as either 'Closed Won' or 'Closed Lost'.
| 1 | New | Holding spot |
| 2 | Working | All required info in hand, actively working the quote |
| 3 | Quoted | Presented quote — <60% probability of closing |
| 4 | Considering | Presented quote — >60% probability of closing |
| 5 Closed Won / Lost | Final disposition | |
- Leads and opportunities are valid for 30 days
- If no activity or progression → must be marked Closed Lost or moved to Nurture (for leads)
- Treated as a new lead / opportunity
- Assigned to the producer handling the interaction
Close the Opportunity
Closed Lost: Indicate reason (competitor, no follow-up, unresponsive, etc.). Closed Won: Complete right panel with effective date, bound carrier, premium, term, and policy number.
Attach Documentation
Upload all documents under 'Attachments': quotes, applications, EOI, dec pages, signed forms, etc.
Send Thank-You Email
Send thank-you email to the client with a copy of the policy and ID cards if it's an automobile policy. Use the Welcome email template.
Win-back or Cross-Sell.
Locate the Existing Customer
Open NEON/Salesforce. Use the search bar to locate the existing customer by name, policy number, or account details.
Go to Customer's Account Page
Click on the customer's name in the search results. Account Page = Purple Icon.
Create a New Opportunity
Click "New Opportunity" from the account page. Name it according to the product and reason (Win-Back Auto, Cross-Sell Commercial, etc.). Follow the same opportunity workflow as new clients from step 5 forward.
Lead Stage Definitions & Workflow
Definitions and criteria for each lead stage — ensuring consistency, accountability, and proper follow-up across all leads.
New
New Lead Stage
A lead is classified as New when it has been received and initial outreach efforts are in progress.
Criteria to Stay in "New"
- 8 phone call attempts completed
- 3 emails sent
- 3 text messages sent
Do NOT move out of this stage prematurely. All outreach attempts must be fully completed before changing the stage.
Nurturing
Nurturing Stage
Moved to Nurturing when immediate conversion is not possible but there is potential for future engagement.
When to Move to Nurturing
- All 8 calls, 3 emails, 3 texts completed with no response
- Contact made but lead not currently interested
- Already secured insurance elsewhere
- Not ready to make a decision at this time
Set follow-up timeline of 6 or 12 months. Ensure lead agrees to future contact.
Bad
Bad Lead Stage
A lead is classified as Bad when it is no longer viable for any outreach.
When to Use "Bad"
- Phone number incorrect, disconnected, or unreachable
- Lead explicitly requests no further communication (DNC)
- Do Not Call request (verbal or written)
⚠️ Bad status is permanent and should never be reversed without documented approval.
Contacted
Contacted Stage
Successful two-way communication has been established. The lead has responded to at least one outreach attempt. Now schedule discovery or move to active quote process.
Discovery Completed
Convert to Opportunity
Full discovery has been completed. All qualifying information collected. Convert the lead to an Opportunity and begin the quoting process. Opportunity stages then take over: New → Working → Quoted → Considering → Closed Won/Lost.
Lead Source Definitions
Accurate lead source tagging in Salesforce is required on every record. These definitions ensure consistent, reportable data across the entire book.
⚠️ Accuracy in lead source tagging directly impacts our ability to analyze growth channels, reward top-performing lead sources, and allocate resources. Tag every lead correctly, every time.
ARO (Account Rounding Opportunity)
An Account Rounding source used when additional coverage or policies are added to an existing client account to increase completeness, retention, and value.
When to use: Client already has at least one active policy · A new line of coverage is added · Goal is to round out coverage, not replace it · The relationship already exists with the agency.
Book-roll
A policy or book of business transferred or rolled into the agency from another agent, agency, or acquisition rather than generated as a new lead.
Carrier Consolidation Project Use Only
Leads moving from Tier 2/3 carriers to Tier 1 partners. Only used during specific consolidation initiatives.
Carrier Website
A lead generated directly from an insurance carrier's website and routed to the agency by the carrier.
Chamber of Commerce
A lead generated through a Chamber of Commerce membership, event, or referral relationship. Tag with the specific chamber in the CRM notes.
Client Referral
A new prospect referred directly by an existing client of the agency. Highest-quality lead source — track, reward, and nurture the referring client.
Community Event
A lead generated from participation in a local event such as a fair, festival, fundraiser, or sponsorship. Tag with event name in notes.
Cross-Sell
A source used when an existing client is written into a different product vertical than they currently have with the agency.
Key rule: Cross-Sell = Across product verticals. Not the same vertical (that's ARO).
Examples: Personal Lines → Commercial Lines · Commercial Lines → Employee Benefits · Personal Lines → Employee Benefits.
Dave Ramsey
Leads generated through the Dave Ramsey Endorsed Local Provider (ELP) program. Follow the Dave Ramsey Lead Workflow for all ELP leads. Blueridge Insurance is an active ELP partner.
A lead generated through a Facebook ad, post, or direct message on the agency's Facebook page or a producer's business profile.
Google / Website
A lead generated through a Google search, Google Business profile, or organic traffic to the agency website (your-policy.com or a partner microsite). Includes Google Ads leads.
A lead generated through an Instagram ad, post, story, or direct message on the agency's or producer's Instagram profile.
A lead generated through LinkedIn outreach, a post, or direct message. Common for commercial lines and employee benefits prospects.
Mortgage Lender Source
A lead referred by a mortgage lender or loan officer partner. The primary and highest-priority lead source for Personal Lines producers. All lender leads must receive a response within 15 minutes of receipt.
Prospecting (I did it)
A self-generated lead resulting from producer-initiated outreach — cold calling, door knocking, direct mail, or any proactive prospecting activity not tied to another defined source.
Quotely
An inbound digital lead generated through the Quotely platform. Supplemental source — follow the standard lead cadence and document first contact time in CRM.
Referral — Client Referral-Client
A prospect referred directly by an existing client. Highest close rate and retention of any lead source. Always ask for referrals after every bind and document the referring client in CRM.
Referral — Inter-Agency Referral inter-agency
A lead referred between partner agencies within the YourPolicy family. Ensure the referring agency is documented in CRM notes and any split or credit arrangement is noted.
Referral — Networking Referral-Networking
A lead generated through a networking event, BNI group, professional association, or other structured referral network. Tag with the network or event name in CRM notes.
Referral — Non-YP Outside Agency Referral from non-YP (outside) agency
A lead referred by an agency outside of the YourPolicy family — a competitor or unaffiliated agency passing business they cannot write. Document the referring agency in CRM notes.
Remarket
An existing client whose policy is being moved to a different carrier at renewal due to rate, underwriting changes, or coverage improvements. Not a new client — existing relationship being retained through a carrier change.
Smart Financial
An inbound digital lead generated through the SmartFinancial platform. Supplemental source — does not replace lender relationship development. First contact required within 5 minutes of lead receipt.
Spin-off
A lead generated from an existing household or account — for example, a child moving out, a newly married family member, or a business contact who needs personal coverage. Treat as a warm referral and document the originating relationship in CRM.
Walk-In / Signage
A lead who walked into the office or called as a direct result of physical signage, a storefront, or a street-level presence. Document the specific location or signage that prompted the contact.
Winback
A former client who is being re-engaged after a lapse in coverage or departure to another carrier. Use the Win-Back Script and log as its own lead source for performance tracking.
YP Website
A lead generated through a form submission, chat, or call originating directly from your-policy.com or a YourPolicy partner microsite. Distinct from Google/Website — this is a direct site visit, not search-driven traffic.
New Business Producer Checklist
Required completion items for every new policy bound. Auto and Property checklists — no exceptions, no partial completions.
⚠️ Every item on this checklist must be completed and documented in the CRM before a sale is considered complete. Incomplete checklists = incomplete sales.
Auto Policy Checklist
Placed policy in Management System (HawkSoft)
Signed documents received and attached in management system
Confirm Liability limits are above 100/300/100
Glass coverage is on the policy
Confirm Uninsured Motorist is on policy (if no coverage, signed doc on file)
Confirm Personal Injury Protection is on policy (if no coverage, signed doc on file)
Quote for home/renters/condo is in system (quote or issued policy)
Enrollment in paperless discount if applicable (e.g., Progressive)
Enrolled in auto pay if applicable
Generate New Business Welcome email to insured
Asked for Referral
Property Policy Checklist
Placed policy in Management System (HawkSoft)
Signed documents received and attached in management system
Flood exclusion form signed
Enrollment in paperless discount if applicable
Foundation coverage is listed on the policy
Glass coverage is on the policy
Follow-up set to confirm EFT processed
Quote for auto/motorcycle is in system (quote or issued policy)
Generate New Business Welcome email to insured
Asked for Referral
Why This Checklist Matters
The checklist is your protection. Every incomplete item is a potential E&O exposure, a client service gap, and a compliance failure. A completed checklist means the client is properly covered, properly documented, and properly handed off to service. Do not close the CRM record until every box is checked.
Day in the Life: Renewal & Remarket Specialist
Every day is organized around three renewal queues based on days to expiration. Work the queues in reverse urgency order — furthest out first — so the most time-sensitive accounts never sneak up on you.
How every day is structured.
First Outreach
Annual review call. Proactive — before the client has any reason to shop.
Re-Shop Decisions
Follow-up based on completed quotes. Evaluative — rate, coverage, market.
Final Confirmation
Bind or rewrite. Decisive — close and document. Nothing leaves undocumented.
What happens at each milestone.
Day 60 — Renewal Enters Pipeline
Renewal is assigned to the retention pipeline and an Account Review is initiated. Review: life changes, liability limits, home replacement cost, ARO opportunities. Set expectation: "you'll hear from me again in 15 days."
Day 45 — Renewal Automation
For customers not reached during Day 60 outreach, automated email and/or text is sent. Reinforces the upcoming renewal and encourages customer engagement.
Day 30 — Quote Review
Once renewal terms are available: send renewal quote(s) using the approved email template, follow up by phone to discuss premium changes, coverage options, savings opportunities, and recommended adjustments.
Day 15 — Renewal Thank You Automation (No action required for Specialist)
Automated communication is sent to customers thanking them for renewing. Reinforces the relationship and provides a positive post-renewal experience. No specialist action required.
Hour-by-hour execution.
| Time | Block | Activities |
|---|---|---|
| 8:00–8:30 AM | Queue Prep & Prioritization | Pull today's 10 accounts from Salesforce/HawkSoft, pre-sorted by expiration date · Assign to 60/45/30-day queues · Scan for overnight cancellation or non-renewal notices · Quick calendar check — flag accounts expiring over a weekend or holiday |
| 8:30–11:00 AM | 🟢 60-Day Queue Proactive Outreach | Highest-value block · Confirm contact info, drivers, vehicles, property details · Review coverage — are limits still appropriate? Any life changes? · Flag coverage gaps · Set expectation for Day 30 follow-up · Voicemails count as a touch — follow with email · Three attempts before moving to passive queue |
| 11:00 AM–12:00 PM | 🟡 45-Day Queue Re-Shop Decisions | Renewal from carrier is in hand — evaluate: is a re-shop warranted? · Trigger re-shop if: rate increase >10%, carrier non-renewal, terms change, or coverage gap · If no trigger: confirm renewal and document · Initiate re-shop same day — request quotes before afternoon block |
| 12:00–1:00 PM | Lunch | — |
| 1:00–2:30 PM | 🔴 30-Day Queue Bind and Document | Decision time — most calls are confirmations, not deliberations · Staying: confirm renewal, send client confirmation, document in HawkSoft · Rewriting: bind new carrier, cancel old policy, send client summary, document everything · Unresponsive: escalate to cancellation intercept protocol · Nothing leaves this block undocumented |
| 2:30–3:30 PM | Re-Shop & Quote Work | Dedicated block for quote work initiated during the 60-day session · Pull markets, run comparisons, prepare recommendation summaries · Goal: every re-shop initiated today has a quote in hand before end of day |
| 3:30–4:30 PM | Follow-Up Callbacks & Outreach | Return calls from morning, second attempts on voicemails · Follow-up emails on pending re-shops · Urgent items that surfaced during the day · Coordinate carrier questions or binding confirmations |
| 4:30–5:00 PM | Documentation & Queue Prep | Log all activity in Salesforce — every call, voicemail, email, and decision · Mark accounts advanced in renewal queue · Pull tomorrow's 15 accounts and do a quick scan · Flag any accounts expiring within 7 days without a documented decision |
Standing activities by day.
| Day | Standing Activity |
|---|---|
| Monday | Week planning — review renewal calendar, flag any 30-day accounts needing priority attention this week |
| Tuesday |
Pending — To Be Defined by Leadership
This day's standing activity has not yet been assigned. Leadership will define the Tuesday rhythm. Space reserved for training, coaching, pipeline review, or team standup. |
| Wednesday | Remarket status check — anything quoted at 60 days that needs a follow-up decision |
| Thursday |
Pending — To Be Defined by Leadership
This day's standing activity has not yet been assigned. Leadership will define the Thursday rhythm. Space reserved for cross-sell reviews, ARO pipeline check, carrier updates, or individual coaching sessions. |
| Friday | Week close — document any open items, confirm nothing is expiring over the weekend unresolved |
What good looks like.
Every day should end with all of these completed:
- ✓ 10 Annual Reviews initiated (60-day queue)
- ✓ 5 accounts worked in 45-day queue
- ✓ 5 accounts worked in 30-day queue
- ✓ 20 total accounts touched and logged in Salesforce
- ✓ Zero accounts expiring within 7 days without a documented decision
- ✓ All re-shop quotes requested same day as identified
- ✓ No account reaches 30 days without at least two documented outreach attempts
- ✓ Every call outcome documented — connected, voicemail, email, or escalated
How to Work a Renewal Case
Every renewal requires an Account Review. Follow these steps each time — no shortcuts, no exceptions.
Pick Up the Case & Reassign
Pick up the case from the pipeline and reassign it to yourself. Confirm the case is in your name before beginning any work.
Open the Account in HawkSoft
Open the full account in HawkSoft for a complete file review.
Review the Account (5 minutes max)
Look for:
- Current coverages — liability limits, replacement cost, endorsements
- Products held: home, auto, umbrella — and any ARO opportunities
- Frequent shopper? (Check for replaced policies in HawkSoft)
- Frequent non-payer? If yes, offer EFT during the Account Review
- Tier 3 carriers? Flag for potential move to Tier 1 or 2
- Any current compliance gaps, signed application/declination on file
Document Notes & Call the Customer
Document your talking points and notes before calling. Pick up the phone and call the customer — do not send an email first.
Action steps for every scenario.
| Outcome | Action Steps |
|---|---|
| Left Message | Create a follow-up task 3 days out. Three total touches — the final touch uses the email renewal template with the renewal dec page attached. |
| Spoke — No Changes | Complete the Account Review using your notes. If the customer is satisfied with no changes, ask for a referral. |
| Spoke — Requote Needed | Advise you will work up a quote and call back, unless it's a Simple Renewal. If Simple, run the EZLynx rater now, present the comparison, and finalize. If moving, issue the policy, create an opportunity, attach docs, complete the case, and ask for ARO/referral. |
| Quote Pending | Do not stop your calling block to work the quote. Create a task for today to finalize during your quoting/follow-up time block. |
How to classify every account.
No changes needed and no re-shop required. Account is in good standing with current carrier and coverage is appropriate. Present the renewal as-is.
Requires a coverage check and carrier confirmation. Minor changes or questions, but no full re-shop needed.
Requires a full re-shop, policy rewrite, or involves claims history and coverage gaps. Work during the quoting/remarketing block.
Rules for the quoting block.
EZLynx is REQUIRED for all quote work. Bridge your top 3 carriers.
- Base quoting time on the renewal type — do not over-invest in shopping
- If the first preferred carrier quote is competitive, present it and stop there
- When the quote is ready, email the comparison using the approved template (with increased coverage and prior term premium)
- Text the insured to let them know the email has been sent — offer to review now or call back
- Attach the quote to the case, log activity, and create a 3-day follow-up task
Renewal Workflow Procedures
Step-by-step procedures for every renewal outcome. Clean documentation at every stage is non-negotiable.
Standard Renewal Workflow
- Retention AM picks up the Renewal from the Pipeline and changes the case owner, then reviews the quotes
- Confirm that the email address and phone number are complete
- Firm up the rate and coverage options
- Contact the customer via phone to review options
- Move the case to the Quoted PL Renewal stage
Three scenarios — one process for each.
Customer Staying with Current Carrier
Speak with the customer and review renewal details and coverage
Log detailed notes in CRM
Ensure all documentation is completed — signed forms attached in Salesforce
Move the case to Completed stage
Customer Moving to a New Carrier
Speak with the customer
Create and link the Opportunity to the existing case
Move the renewal to the Opportunity PL Renewal stage
Complete all supporting documentation — all signed documents attached in Salesforce
Customer Cancelling / Leaving YP
Speak with the customer and get the signed cancellation form
Signed cancellation form must be attached in Salesforce
Complete: Cause of Cancellation and Carrier Lost To
Document all retention efforts
Move the renewal to Completed PL Renewal stage
EZLynx Rater Instructions
Use the Rate Indicator to determine which carriers to bridge and firm up rates. Required for all re-shop and remarket quoting.
How to use EZLynx for renewals.
EZLynx is required for all re-shop quoting work.
Use the Rate Indicator to identify which carriers to bridge. Bridge your top 3 carriers on every re-shop. If the first preferred carrier quote is competitive, present it and stop — do not over-invest in shopping.
Running a remarket quote.
Open the Client in EZLynx
Search by name or policy number. Confirm all client data is current — drivers, vehicles, property details, and coverage history before running any rates.
Use the Rate Indicator
Check the Rate Indicator to determine which carriers are a strong appetite fit for this risk profile. Prioritize Tier 1 carriers first. Do not waste quoting time on carriers that won't be competitive for this risk.
Bridge Your Top 3 Carriers
Run comparative rates on your top 3 identified carriers. Do not run more than 3 unless the first 3 come back non-competitive.
Review & Firm Up the Rate
Review quote results. If the first preferred carrier is competitive, present it and stop. Firm up the rate — EZLynx rater output is an indication only, not a final bound rate.
Prepare the Comparison
Build the comparison showing: new carrier option with increased coverage, prior term premium, and savings amount. Use the approved email comparison template.
Send & Follow Up
Email the comparison using the approved template. Text the client to let them know the email has been sent and offer to review now or schedule a callback. Attach the quote to the case in Salesforce, log activity, and create a 3-day follow-up task.
⚠️ EZLynx rater output is a rate indication, not a final bound rate. Always firm up rates through the carrier portal before presenting as final to the client.
Quoting Time Guidelines
- Simple Renewal: 5–10 minutes — present renewal as-is, no re-shop needed
- Standard Renewal: 10–20 minutes — coverage check only, limited market check
- Complex Renewal: 20–45 minutes — full re-shop, work during dedicated quoting block
Auto Quoting & Closing Script
Full 5-step word track — from opening to close. ARP technique, liability limit education, 5-Yes close, and full objection handling.
Opening & Discovery.
ARP Technique — Overcome Opening Objections
"You never filled out info? No worries."
"Most customers save 30–50% on premiums."
"Who do you have your auto with right now?"
- Who do you have your auto insurance with right now?
- Do you pay in full or monthly? How much per month?
- How many vehicles? Full coverage or liability only?
- How long have you been with them?
- Do you also have home/renters with that agent?
- What discounts do you currently get?
If just shopping: "I completely understand wanting to make sure you get the best deal. I would want to do the same thing! If the numbers looked really good today, would there be anything stopping you from working with us?"
Benefit: That way, our agency can focus on giving you the best possible deal that meets your needs.
Tie Down: How does that sound?
Final commitment: "If we were able to accomplish your goals and you agree everything makes sense, is there any reason why you couldn't move forward today?"
Liability limit education.
Low Limits
"Wow — that's much lower than the average accident. Let me explain how a claim is settled so we can make sure you're properly covered."
High Limits
"That's great — you were responsible and chose to protect yourself for the right amount!"
Don't Know Their Limits
"I'm so glad you got me on the phone so we can make sure you're properly covered from a serious accident!"
If you were at fault in a serious accident — hurt, disabled, or killed someone — there are 3 ways that claim will be settled:
- Through your insurance company — only responsible for $___ / ___ / ___
- If not enough, courts go after your assets (home, property, savings, boat, valuables)
- In some states, they can garnish wages up to 25%
KEY QUESTION: "If something like that were to happen, what would that look like for you?" — Pause and listen.
- What do you own to protect? (home, property, business, boat, valuables)
- Who else depends on your income? Are you the only income earner?
- Do you live in a high-traffic area?
- What do you owe? Any credit card debt?
- "You currently have auto with [Company] paying $[X]/mo — correct?"
- "If I save you $[Y], working together makes sense — right?"
- "One thing you wish your current company did better is [pain point] — correct?"
- "Earlier you told me most important to you is [value] — correct?"
- "For your insurance, outside of price, most important to you is [value] — correct?"
Always quote bundled. Never separate.
Walk through each coverage point with the client:
- Liability: $[BI] per accident for injuries, $[PD] for property. "Does that sound like enough?"
- Uninsured Motorist: Same limits — hit-and-run, underinsured drivers. Won't count against you as a surcharge.
- PIP / Medical Payments: State-specific — confirm availability in your state before presenting. Where applicable, covers you and passengers for hospital visits or lost wages. Use your state's specific limits and terminology when presenting this coverage to the client.
- Roadside Assistance: Flat tire, breakdown, locked keys. Only $0.xx/month! "Have you ever needed this?"
- Rental Reimbursement: Replacement vehicle while yours is repaired. Recommend $X/day for your vehicle type.
"Does this sound like it meets your and your family's goals for proper protection?" — Pause and listen.
If they say yes: "Great! Here's what the next steps are..."
• Confirm payment preference
• Verify email: "Sign the e-docs ASAP or your policy can cancel."
• Advise consumer report will be run — send disclosure
• Deliver the packaged quote!
ARC Technique — Acknowledge, Respond, Close.
"I understand — we covered a lot. Let me ask: Is it the coverage, the switch, me, or the premium?"
Isolate the objection and remove it. If premium — shop another carrier, but make sure client understands if coverage is being sacrificed.
Peel back to auto-only as a last resort.
"No problem — let me ask you something."
"If you told your spouse you increased coverage by [%] AND saved $[X]/year — wouldn't they be happy? And if you want a refund tomorrow after talking to them, I can do that for you."
"Are you putting this on a debit or credit card? What zip is affiliated with the card?"
"I apologize — I didn't do a good job of explaining what's included with our policy."
"Let's take a step back — you told me your goals were [A,B,C] and we accomplished [X]. Go over the value delivered and their risk exposure if they don't move forward. Harp on this."
"I've really enjoyed speaking with you — let's wrap this up. Are you going to put this on a debit or credit card?"
"I completely understand you want to see what else is out there."
"This is exactly why we opened Your Policy — less hassle, more happiness. I have access to all the top carriers and do all the work for you. During our call, I shopped your policy with all the top carriers and this is the best fit. If [Quoted company] doesn't work out, you still have me as your agent — we'll take care of you."
"So are you putting this on a debit or credit card?"
Home Insurance Call Script
Inbound and outbound scripts for home insurance — from greeting through rate delivery, objection handling, and close.
Inbound & Outbound Greetings.
If info already exists: "Hi [Client Name], I see you requested a home insurance quote. I have your details here — just want to confirm a few things to make sure we get you the best coverage possible."
"Totally understand — I can be very quick, about 2 minutes just to confirm details, or I can call you back at a better time. What works best for you?"
"Perfect — that's actually when we help the most, making sure you're not overpaying or under-covered. Let's make sure you're comparing apples to apples."
"I can absolutely do that — I just need to confirm a few details so I don't send you something inaccurate. It'll take less than 2 minutes."
Full underwriting & coverage review.
Property Details
- Property address
- Year built
- Roof age & last replacement
- Square footage
- HVAC, electrical, plumbing updates
- Swimming pool?
- Any dogs?
Risk & History
- Prior claims (last 3–5 years)
- Current insurance carrier
- Current premium (if known)
- Renewal date
Coverage Review
- Dwelling coverage
- Other structures
- Personal property
- Liability limits
- Medical payments
- Deductibles
- Endorsements (water backup, equipment, etc.)
Two scenarios.
"Based on everything we discussed, your annual premium comes out to $____, which includes solid protection on your home, personal property, and liability."
Value statement: "This actually improves your coverage in [key area] while keeping your price very competitive compared to what you currently have."
Assumptive close: "Let's go ahead and lock this in so you're properly covered starting [effective date]. What's the best email to send your documents to?"
"Your annual premium comes out to $____."
"Now I do want to point out — this is structured to properly protect you, especially in areas like [coverage gap]. A lot of times lower premiums come with gaps that don't show up until there's a claim."
If they say it's expensive: "I understand — price definitely matters. The key is making sure we're not sacrificing protection just to save a few dollars. What I can do is walk through options to adjust deductibles or coverage levels while still keeping you properly protected."
Cross-Sell Script
Personal Lines → Commercial / Benefits. How to pivot naturally after a bind and discover cross-sell opportunities without being pushy.
After every personal lines bind.
Anchor the Close
"Perfect — so your home and auto are officially set up. You're all good to go starting [date]."
Smooth Transition
"Before I let you go, I do a quick 30-second coverage check with all my clients — just to make sure we're not missing anything important. Is that okay?"
Bridge Statement
"A lot of people don't realize this, but things like side income, small businesses, or even how your income is protected can affect how your personal policies respond."
Guided Discovery
Layer in questions naturally — not as a checklist. Lead with curiosity, not interrogation.
Business & side income.
"Is that something you're doing full-time or more on the side right now?"
"Do you have anything set up on the insurance side for that yet?"
Step 2: "What we usually do in cases like that is just have our commercial team take a quick look and make sure everything is lined up correctly."
Step 3: "Would you be open to a quick, no-obligation review just to make sure you're fully covered there?"
Step 4 (if yes): "Perfect — I'll have one of our specialists reach out. They'll take a deeper look and let you know if everything is already set or if there's anything worth adjusting. What's the best number for them to reach you?"
"A lot of people I work with end up adding something later — whether it's a side hustle, rental, or even contract work — and when that happens, it can change how your current policy responds. If that ever comes up, just reach out — we can usually review it pretty quickly."
Life & health coverage.
"The only reason I ask is because we see gaps there pretty often — especially when things change over time."
Cross-Sell Rules
- Ask after every bind — not just sometimes
- Make it feel like a service, not a sales pitch
- Never force it — curiosity and care win
- Log cross-sell referral in CRM with closed-loop feedback to the receiving team
Referral Ask Script
Role-play script for asking for referrals at the end of every bind. Includes a $25 e-gift card sent to the client once a full quote has been completed.
After every single bind. No exceptions.
⚠️ The referral ask is not optional. It must happen after every bind, every time. Document the ask in the CRM.
Client responds positively: "Oh, it was absolutely amazing — outstanding service. Thank you so much!"
Do you happen to know anyone — friends, family, or coworkers — who might benefit from the same level of service I provided to you today? I'd be more than happy to help them as well."
"That's great — I appreciate you thinking of them! Would you feel comfortable sharing their contact information, or would you prefer I send you my details so you can pass them along?"
Just so you have it handy, my direct number is [your number]. Feel free to save it, and if you come across anyone — friends, family, or coworkers — who may be looking for home, auto, or any type of insurance, I'd truly appreciate you passing my information along. Just as a reminder, a $25 e-gift card is sent directly to you once we complete a full quote — so the moment we connect with them, you're rewarded.
Thank you again for your time today — it was a pleasure working with you. Have a great rest of your day!"
Win-Back Scripts & Templates
Call scripts, objection handling, email templates, and text scripts for re-engaging former clients.
Reconnect with former clients.
The reason for my call is you previously worked with us for your home and auto, and I wanted to reach out because we've had some recent changes — we've added new carriers and seen some significant rate improvements with the ones we already have.
I just wanted to see if you'd be open to a quick, no-obligation comparison. We still have most of your information, so it's pretty easy on both ends.
If you're open to it, I can put something together for you real quick."
(Wait for reply)
Win-back specific responses.
"Of course — I'll keep it quick when I call back. What's usually better for you, later today or tomorrow?" (Lock in a specific time — don't leave it open-ended)
"Happy to — just so I send you something accurate, it'll take me about 30 seconds to confirm a couple of details with you now. That way it's worth your time when you see it." If they still push back: "No problem — I'll send a quick baseline, and if anything stands out, we can fine-tune it after."
"Totally fair — the only reason I reached out is because things have changed on our end, and in a lot of cases people are seeing either better pricing or improved coverage without realizing it. If nothing's better, at least you'll know you're in a good spot — does it hurt to take a quick look?"
"Thank you for telling me that — I really appreciate it. A lot has changed on our side since then, both in how we handle accounts and the options we have available. If anything, that's exactly why I wanted to reconnect. If you're open to it, I'd love a chance to show you a better experience this time around."
"That makes sense — price is usually the reason people move. What we're seeing now is that rates have shifted quite a bit, and in some cases, we're actually coming in more competitive than before. It might be worth a quick check just to see where things stand now."
"I hear you — and that's actually something we've addressed. We've expanded the number of carriers we work with, so we're not limited to the same options as before. This wouldn't be about putting you back where you were — it's about finding a better fit now."
When they don't pick up.
We still have most of your info, so it's easy to revisit your coverage. Has anything changed — like a new car, driver, or move? Give me a call back, my direct number is [Agent Phone] and let's see if we can update your coverage and maybe save you some money. Talk soon!
Short, direct, no pressure.
Hi [Client's Name],
I hope you're doing well. You were once a valued part of our insurance family, and we truly appreciated the trust you placed in us.
We know things change — whether it was price, availability, or finding a better fit — and we completely understand.
I'm reaching out to share some good news: we've recently partnered with new carriers, giving us access to better rates and expanded coverage options for home, auto, renters, landlord, and umbrella insurance.
We'd love a chance to earn your trust again. If you're open to a free, no-obligation quote, just reply, call, or email — no pressure at all.
Hope to reconnect soon,
[Your Name]
Dear [Client's Name],
Thank you for being a valued customer. As part of our ongoing commitment to helping you maximize savings, we reviewed your account and noticed you may be missing out on multi-policy bundle discounts.
You currently have a [homeowners or auto] policy with us — bundling both typically delivers the strongest discounts available.
To help you explore potential savings, we'd be happy to provide a free, obligation-free quote. Simply reply to this email and we'll get started right away.
Best regards,
[Your Name]
Objection Handling — ARC Framework
Acknowledge, Respond, Close (or Pivot). Every objection follows the same flow. Master this and you master the close.
The ARC Framework
Show you heard them. Validate the feeling.
Provide clarity and value. Address the real concern.
Move forward if ready. Redirect if not ready (ARP).
"I can understand you'd like to think it over — we covered a lot of information. But let me ask you something:"
Isolate the objection — "Is it any of the coverage we discussed? Is it switching companies? Is it me — did I explain everything clearly? Is it the premium amount?" Then remove the isolated objection specifically.
If premium — shop another carrier to reduce it. NOTE: if sacrificing coverage, make sure client understands the tradeoff.
"You want to talk to your spouse — no problem. Let me ask you something."
"If you went home and told your spouse that you increased your family's protection by [%], AND the family will be saving $_____ per year — wouldn't your spouse be happy? And what's great about Your Policy Insurance — if you want a refund tomorrow after talking to them, I can do that for you."
"Are you wanting to put this on a debit or credit card?" — Guide them to the card number and zip code.
"Our price is too high for you? I apologize — I didn't do a good job of explaining what's included with our policy."
"Let's take a step back and review a few things. When I asked you earlier, you told me your goals were [A, B, C] and if we did [X, Y, Z] it would make sense to work together. Here's what we've accomplished today!" — Go over the full value delivered and their risk exposure if they don't move forward. Harp on this.
"I've really enjoyed speaking with you and look forward to working together — let's wrap this up. Are you going to put this on a debit or credit card?"
"I completely understand you want to see what else is out there."
"This is exactly why we opened Your Policy — to help people find the right insurance with less hassle and more happiness. We have access to all the top carriers and do all the work for you. During our call, I shopped your policy with all top carriers and this is the best one for your needs. If [quoted company] doesn't work out, you still have me as your agent — we will take care of you no matter what."
"So are you putting this on a debit or credit card?"
KPIs & Performance Metrics
We do not manage by opinion. We manage by data. Activity drives outcomes. Outcomes validate activity.
| Metric Category | Standards |
|---|---|
| Activity Metrics Behavior | Minimum 20 combined inbound/outbound calls daily · 10 Annual Reviews per day · 20 files touched daily (10/5/5 split across 60/45/30-day queues) and documented in system |
| Production Metrics Output | 40 policies minimum per month · 15 ARO per month |
| Quality Metrics Risk & Retention | 90% Retention Rate · Documentation Compliance · Activity and production benchmarks met consistently |
| Pipeline Health Predictability | Pipeline stage aging · Quote volume vs. bind volume · Stalled opportunities · CRM stage accuracy |
| CRM & Compliance Discipline | CRM Completion Rate · Required fields completed · Notes and documentation completeness · Task management compliance · No duplicate or abandoned records |
Dashboard Expectations
Managers and Specialists must actively use dashboards. Dashboards exist to:
- Spot problems early
- Guide coaching conversations
- Reinforce accountability
- Recognize top performance
KPI Non-Negotiables
- KPIs are visible
- Metrics are reviewed weekly
- Coaching is data-driven
- CRM supports all metrics
- No one is exempt
Service Process Workflow
Six steps that ensure every customer receives a consistent, high-quality experience with accurate documentation and clear accountability.
Receive the Customer Request
Service requests may be received through: Phone · Email · Text · Walk-in · Carrier correspondence · Internal referral · Salesforce queue
First Actions
- Verify the customer's identity
- Confirm contact information
- Review the account before taking action
- Determine the customer's primary need
Review the Account
- Review all active policies
- Check for open cases or pending tasks
- Review recent notes and conversations
- Look for account rounding opportunities
- Review liability limits and coverage opportunities
Goal
Understand the customer's complete relationship before making any changes.
Create or Update the Salesforce Case
- Reason for contact · Summary of the request · Actions taken
- Coverage discussions · Follow-up requirements
- Attachments and carrier correspondence · Call recordings
Process the Request
- Policy changes
- Billing questions
- ID Cards / EOI
- Driver/vehicle changes
- Mortgagee updates
- Claims assistance
- Underwriting requests
- Coverage reviews
If assistance from another department is required, document all actions before transferring ownership.
Complete the Service Conversation
- ✔ Confirm the request has been completed
- ✔ Ask if there are any additional needs
- ✔ Review appropriate coverage recommendations
- ✔ Verify contact information
- ✔ Thank the customer and ask for referrals
Follow-Up
- Create follow-up tasks with due dates
- Update the customer on next steps
- Maintain ownership until the issue is resolved
⚠️ Customers should never have to call for a status update.
Pipeline Management
The Service Pipeline ensures all open work is actively managed until resolution. Nothing sits idle. Nothing gets dropped.
Daily Expectations
- Review pipeline at the beginning of each day
- Prioritize customer-impacting items first
- Complete aged items before accepting new work whenever possible
- Change ownership to yourself when starting a case
- Update every case worked that day
- Close completed cases promptly
- Keep open cases to 15 or fewer whenever possible
- Customers waiting on the phone
- Voicemail call backs
- Walk-in customers
- Same-day underwriting issues
- Pending cancellations
- Claims requiring immediate assistance
- Customer follow-ups
- Pending endorsements
- Carrier requests
- Time-sensitive policy changes
- Renewal concerns
- General service requests
- Documentation updates
- Administrative tasks
- Routine endorsements
⚠️ Never assume someone else is handling a request without confirming ownership. The assigned person owns the case until it is completed, formally reassigned, or leadership approves the transfer.
Cancellation Process
Proactively retain customers whenever possible. Every cancellation is an opportunity to save the relationship.
Notice Received
- Review reason for cancellation
- Open or update the Salesforce case
- Confirm customer contact information
- Review payment history and account notes
Initial Outreach — Contact Immediately
Attempt: Phone → Email → Text (if applicable). Explain: reason, payment amount due, deadline, available options.
Document every contact attempt.
Follow-Up — If No Contact
- Continue outreach per agency guidelines
- Schedule follow-up tasks
- Monitor carrier deadlines
- Keep case active until final outcome
Resolution
- Confirm payment / resolution
- Verify policy reinstated
- Notify the customer
- Document outcome & close
- Confirm cancellation processed
- Document reason
- Explore remarketing opportunities
- Notify leadership if needed
- Close when documentation complete
Escalation Protocol
If issue cannot be resolved through standard servicing, escalation email to manager must include:
- Link to the Salesforce case and customer account
- Timeline of events
- Summary of the issue and actions already taken
- Relevant emails, screenshots, and attachments
Documentation Standards
Proper documentation protects the customer, protects the agency from E&O exposure, and ensures any team member can service the account without interruption.
If it wasn't documented, it didn't happen.
Every Salesforce note follows this structure.
1. Reason for Contact
Why did the customer contact us?
Examples: Add vehicle · Billing question · Remove driver · Policy review · Claims assistance
2. Discussion
- Information discussed
- Coverage recommendations made
- Customer decisions
Always document both the recommendation AND the policyholder's decision.
3. Outcome
- What was completed
- Effective dates
- Policy changes made
- Outstanding items
4. Follow-Up
- Tasks created
- Emails sent
- Next steps and expected completion dates
What good documentation looks like.
Before closing any case.
Documented the Reason for Contact
Summarized the Discussion including coverage recommendations
Documented the customer's decisions
Recorded the Outcome with effective dates
Created any necessary Follow-Up tasks
Attached supporting documents, emails, or carrier correspondence
Initiated customer summary email from Salesforce when appropriate
Documentation is clear, complete, professional, objective, and timely
⚠️ Never document: personal opinions · emotional language · sarcasm · blame · negative descriptions · assumptions · speculation
Service Account Manager KPIs
We do not manage by opinion. We manage by data.
| Metric | Standard |
|---|---|
| Activity | ≤15% missed calls · 12 cases completed/day · 30 Salesforce activities/day |
| Quality | Documentation compliance · Benchmarks met consistently |
| Pipeline Health | Aged items completed before new · Open cases ≤15 · All cases updated daily |
| CRM & Compliance | Required fields complete · Notes complete · No duplicate or abandoned records |