CUSTOMER VERIFICATION PROCESS

This document explains how to proceed if the person who answered the call is not the person on the script.

INTRODUCE YOURSELF AND EXPLAIN THE INTENT OF THE CALL AND ASK IF THEY'RE AVAILABLE TO SPEAK WITH

Hello, Customer?
No, this is her husband.
Hi, this is Agent with SmartFinancial on a recorded line. Regarding the insurance quote he requested. Is Customer available to speak with?

IF THE CUSTOMER IS NOT AVAILABLE, ASK IF THE PERSON ON THE LINE IF THEY ARE PART OF THE POLICY

She's at work.
I see, are you part of her auto insurance policy?

PART OF THE POLICY

Okay great! I just need to verify a few things you submitted, please let me know if I need to make corrections, okay? (wait for agreement) Just to confirm, you're interested in getting a quote for auto insurance, correct?

Can I have your full name please? Update the name on the webform
I see here your ZIP Code is...
And what is your date of birth? Update the date of birth on the webform

NOT PART OF THE POLICY

Is it possible to get a verbal authorization?

YES

- - To the person on the line: Is it possible to have (person on the script) on the line to give us a quick verbal authorization?
  - To the policy holder: Hi, this is Agent with SmartFinancial and this is regarding the auto insurance quote that you requested. Do you authorize (person on the line) to receive the quote on your behalf? (gain agreement)

Thank you. You may pass the phone back to (person on the line).

To the person on the line: I just need to verify a few things you submitted. Please let me know if I need to make any corrections, okay? Just a heads up, these questions are intended for (person on the script), okay?

Note: DO NOT CHANGE the name on the web form. Proceed with the web form under the policy holder’s name and update the form based on the policy holder’s information.

- - Offer the same insurance type as the original request to the person on the line: Since I have you on the line, I can get you a quote for your own auto insurance policy, okay? (get a clear affirmative answer) Okay! Let me verify your information here...
  - If the person on the line agrees, edit the form from the top to bottom.
  - If the person on the line wants a quote of a different insurance type: I'm sorry, we can only help you with (original insurance type) quote for now. We'll just give (person on the script) a callback regarding their (original insurance type) instead. Thank you for your time.
  - If the person on the line declined, politely end the call.
    
    DISPOSITION: NOT AVAILABLE

Note: Disposition the call as CALL BACK REQUESTED if the person on the line asked
to call back much later on in the day, the next day or a different day.

Note: The policy does not automatically transfer to the spouse if the policy owner passed away. The spouse will need to start a new policy or do a transfer of ownership of the policy.

ADDITIONAL INSTRUCTIONS

THE PERSON ON THE LEAD HAS A MENTAL INCAPACITY (E.G. DEMENTIA, SENILITY)

The person on the lead has a mental incapacity and the customer you're speaking with is NOT PART OF THE POLICY, ask for a POA (Power of Attorney). No need to ask for a copy, take the word of the customer. If they don't have a POA, advise the customer to have an authorized person call us back.

- THE CUSTOMER HAS HEARING IMPAIRMENT / SPEECH DISABILITY

If the customer has a hearing impairment or speech disability and the translator is speaking on behalf of the customer, you CAN PROCEED WITH THE CALL and DO

NOT CHANGE the name on the web form. Anticipate that the call will be longer than usual. There are call centers / agencies that offer legal representation and speak

on behalf of people with disabilities.

THE PERSON ON THE LINE IS A MORTGAGE BROKER

Ask the mortgage broker if the customer is available to receive the quote and ask for verbal authorization.

PARENT REQUESTING QUOTE FOR MINOR

Ask the questions on the web form in first person. Rationale: As soon as the licensed agent finds out that the person on the web form isn't the person on the line, they will drop the call. Also, the licensed agent needs to ask for the parent's information because most likely, the minor will be under the parent's policy. What you can say after verification: Please let the licensed agent know that the quote is for your child.

THE CUSTOMER DOES NOT WANT TO BE VERIFIED / RECORDED

If a customer says they do not want to verify the information, you can say, "I'm sorry but I need to confirm your information before I can connect you to a licensed agent. Thank you for your time and have a good day."
If a customer says they do not want to be on a recorded line, you can say, "This is just for training and quality purposes."

If the customer does not agree after providing a rebuttal, politely end the call. DISPOSITION: NOT QUALIFIED

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