Quote Price Variance

Customers often report discrepancies in insurance quotes, noticing a higher price on Shory compared to other comparison websites or the insurance company's direct online channel. This can lead to confusion and dissatisfaction if not handled properly.

Resolution Steps for Quote Price Variance

Case Description

• The customer notices a higher price difference between Shory's quote and another comparison website or the company's direct online channel.

Resolution Steps

1. Acknowledge and Inform the Customer:
   Start by informing the customer:

   • "We at Shory take seriously the competitiveness of our prices, and I’d be happy to investigate this for you."

2. Verify the Quote Details:

   • Go to Admin Portal > Reports > Generated Quotes Report

   • Search for the customer using their EID.

3. Confirm the Price with the Customer:

   • Verify the price the customer has received from Shory for the insurance company.

   • Confirm that the price is inclusive of VAT.

   • Double-check the years with no claim (ensure the customer has inputted the correct value).

4. Compare the Quote Details (Apple to Apple):
   For comprehensive coverage quotes, verify the following to ensure a fair comparison between Shory's quote and the other quote:

   • Sum insured (read the sum insured entered on Shory to the customer).

   • Repair type (confirm if it’s agency vs workshop).

   • Excess (verify the excess amount and confirm it matches).

   • Years with no claim (ensure this is the same for both quotes).

5. Determine the Best Offer:

   • If the customer confirms that the bases of the pricing are the same (i.e., "apple to apple" comparison), proceed with the following:

     • Check if Shory has a better offer or the same price with the same or better factors.

     • To find this, click on the quote reference number in the "Generated Quotes Report" and navigate to the “In Same Quote List” tab at the top.

6. Address the Customer's Request:

   • If a better offer is available: Suggest the customer proceed with the better offer from Shory.

   • If no better price is available, or if the customer insists on buying from the same insurance company, ask the customer to send the lower-price quotation to you:

     • Via phone to support@shory.com.

     • As an attachment via messaging/chat.

7. Escalate if Necessary:

   • Escalate the quote to L2 support and the Product Manager for further review.

General Verbiage

"I understand your concern regarding the price difference. I have checked the details of the quotes, and I want to ensure you get the best deal. Based on my findings, here is what I suggest..."

Conclusion

This SOP helps ensure that any price variance between Shory and competitors is resolved efficiently and fairly, with a focus on transparency and customer satisfaction. By thoroughly comparing quotes and providing clear explanations, we aim to maintain trust and competitiveness in our pricing.