Cancellations😩

• Follow Agency Standards

• Review daily cancellation reports and contact clients to attempt retention.

• Initiate future marketing contact. 

• Confirm cancellation requests via text/email and provide guidance.

• Promote EFT/ACH payments.

• Refer clients with multiple non-payment cancellations (2+ in 3 years) somewhere else.

• Reach out with 1 phone call email and text + 1 more extra follow up set a deadline 

• Not reviewing daily cancellation reports.🚫

• Not to use SPLICE and emailing instead 📞❌ 

• Not updating client contact information. 🗂️ 

• NOT using the management system - Omitting notes with adequate documentation or following the checklist.✍🏻

• NOT attaching the cancellation notice

• NOT educating clients whenever possible about the cancellation reason

• Reach out to client via text, email, and phone call (this may already be automated) 

  • Non-Pay- Reach out with an email, text, and call (Splice); document with Labels.  

  • Underwriting- If this is new business or previously rewritten this task goes back to the person who wrote the policy to contact the client. Follow up with 1 phone call email and text (human) + 1 more extra follow up set a deadline (split the middle, so if the cancellation is 2 weeks from now try 1 week from now); document with Labels. 

• Address the cancellation reason

  • Non-Pay- request to go on autopay (or paid in full) and warn them that the carrier may non-renew or not reinstate coverage if there is continued cancellations. 🏷️Add these labels manually Payment, Autopay offered, Autopay Setup (only after we successfully set them up on EFT)  

  • Underwriting- Review prior notes to see what has transpired. If necessary go over with the account manager. This would need to be addressed before rewriting coverage. If they are not willing to address this issue we would need to let them go.

•  If they want to reinstate then go to Reinstatement process

This is the section where we outline all of the hairball, wonky things that can happen so we have a Plan B ready to go. 😱

Here are some options for the what if situations that may arise. We want to empower you with a plan rather than having to scramble. 💪

🤔 If there’s already no active policy in the system

• Over the Phone 📞: "I wanted to clarify that your coverage is not active at this time."

• In Writing 📨: "Please be aware that your coverage is not currently active."

• Offer to rewrite the coverage. If they want to rewrite then advise that they will be contacted within the next 24-48 business hours with a new indication.

🤔What if the client is deceased?

• Follow the Deceased process

🤔 What if the contact information is wrong?

• Use Postal Mail and send the Bad contact memo. 

. 

🤔 What if the client does not respond, how many times should I follow up?

• Follow our standards for follow up. 

• At your discretion and depending on the severity of the concern use Postal Mail

🤔 What if the carrier is unresponsive? 

• Let your team lead know

🤔 What if the mortgage company is taking there sweet time sending payment to the carrier and there is a cancellation?

• See if the client can make the full payment to keep the policy active, then they will get reimbursed by the carrier. For example, if insured pays then the mortgage company finally sends payment the insurance company will reimburse the client. See if the client can get the mortgage company to overnight the payment.

Email Template

• Cancellation Request to Carrier 

• Late Pay NOC

  • Explain that we will only help this once. Errors and oversights can happen, but we are making an exception to retain them as loyal customers. If the policy cancels again, we will not be able to assist them in securing replacement coverage. (Most preferred carriers will not allow multiple cancellations). 

• Non-Pay NOC email & text: 

  • Hello, your policy is set to cancel or has already been canceled due to non-payment. Please make payment to maintain coverage. 

• Carrier: Email Template Requesting Reinstatement and Set up EFT: **RUSH** in subject line 

  • Hello, 

See the attached EFT form and process the past due payment, reinstate, and set up recurring payments. 

Send the reinstatement notice once processed. Thank you.

• Customer Email REINSTATEMENT PENDING

  • SUBJECT: Reinstatement Pending

• Voicemail Winback Template

  • Hi, this is NAME, we just received the sad news you are no longer with our office and we want to win you back. We miss you! Please get back to us to tell us how we can fix it! I will send you a text and email now feel free to reach back out whichever is easier for you!

• Text Winback Template

  • Hi INSURED NAME, I just left you a voicemail regarding the unfortunate news. We want to make things right! What can we do to make this better? Call us anytime at 732-462-8343 My ext is ****, book a call with me HERE (CALENDLY LINK) or text us back! We are looking forward to talking to you! 

• Email Winback Template 

  • SUBJECT: We Miss You! 

Hi INSURED NAME, I just left you a voicemail regarding the unfortunate news. We want to make things right! What can we do to make this better? Call us anytime at 732-462-8343 My ext is ****, book a call with me HERE (CALENDLY LINK) or text us back! We are looking forward to talking to you!