Client Cancellation Request🙅🏻

• 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; document with Labels.  

• Not reviewing daily cancellation reports.🚫

• Emailing instead of calling clients. 📞❌ 

• 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

• Let customers know they will get a text and email letting them know we’re working on it.

• Send them a cancellation request form and have them sign it.

• Cancel on carrier website, if we cannot then email it with our template 

• Confirm that it was cancelled. We do not need to follow up for refund. 

  • If it is an agency bill, reassign it to the accounting to make sure refund is processed

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 a lost customer doesn’t want to be contacted anymore, opt them out of communications. 

• Remove all campaigns ✉❌

• Remove from the Sales Center Pipeline 🏬

• Closeout tasks that have been completed ✅

  • If outstanding tasks are on account, clear them out while the insureds are on the line so we don’t have to reach back out. Confirm the address on where to send a refund if you go back

• Don’t send a “thank you” note ⛔

🤔 What if it’s a 3rd party requesting to cancel? 

• LPR is needed to be signed by the insured. Or have the 3rd party send us the LPR that is signed by the insured. Call, email, and text the insured to confirm this is wanted and try to win back if this is a client we want to win back. 

🤔 What if they would like to reinstate coverage?

• If they are interested in reinstating coverage, proceed to the reinstatement process.

🤔What if a customer is asking to backdate a cancellation? (backdating to some carriers is over 14 days and definitely over 30 days)

• We will need proof of coverage and a signed statement of no loss back to the date of the replacement policy.

🤔Cancellation Dates (sold home, car, truck)

• If a customer sells a car, home, business, etc. ALWAYS cancel the policy the day AFTER. This protects us if the customer got into an accident that morning and forgot to tell us.  Trucking always cancels auto liability 35 days after the requested cancellation date due to fillings or waits until confirmation from the carrier.

🤔Business Change/Dissolving 

• If a business is dissolving and opening a new one, try changing the business name first. This usually works as long as there’s no change in ownership or operations.

• If the change is complete, update the details tab with the new business name and create a pinned note of the change

• If the change can’t be made, cancel the current policy, set up a new commercial applicant, and link it to the old applicant. Make a pinned note of the change. Also, delete the mobile number from the previous applicant to avoid unresolved text messages.

🤔 What if the client wants to cancel their policy or remove the only vehicle on it? 

• This could happen if the vehicle is totaled or disabled. In such cases, inform the client that if they plan to get a vehicle soon, they’ll have a lapse in coverage. A lapse in coverage causes the premium to increase when they reapply coverage. It’s best to maintain a policy even if they don’t own a vehicle if they plan to get one soon.  

🤔 What if the client is moving (selling home)?

• Get closing documents to verify cancellation, we want to cancel the policy after the closing is completed.  See if we can move with them! Get the new address and see how we can help.

🤔 What if the trucking business is closing?

• To cancel immediately, the client must voluntarily revoke their Common Authority with FMCSA (Phone# 800-832-5660) or online.

• We’ll ask the insured if they’ll operate under someone else’s authority. If so, we’ll write NTL/APD.

• If the client doesn’t voluntarily revoke authority, we’ll send a 31-day notice to FMCSA. During this time, the client is responsible for the invoice up to the cancellation date.

• If the insured wants to cancel due to a “high rate increase,” let’s schedule an AM meeting to review their file and discuss the market situation. Please forward this to the account manager.

🤔What if the customer doesn't sign the LPR (loss policy release)? 

• Since we don’t have the signed LPR, we can’t process the cancellation. Follow our follow-up standards, inform the client to contact the carrier directly to process a cancellation. Also, send an email to the carrier documenting the insured’s actions and our response (recommending they contact the insured)

🤔What if the client is deceased?

• Follow the Deceased process

🤔 What if the client wants to cancel their policy or remove the only vehicle on it? 

• This could happen if the vehicle is totaled or disabled. In such cases, inform the client that if they plan to get a vehicle soon, they’ll have a lapse in coverage. A lapse in coverage causes the premium to increase when they reapply coverage. It’s best to maintain a policy even if they don’t own a vehicle if they plan to get one soon. 

🤔What if a customer is asking to backdate a cancellation? (backdating to some carriers is over 14 days and definitely over 30 days)

• We will need proof of coverage and a signed statement of no loss back to the date of the replacement policy or proof the vehicle/home sold, etc.

🤔 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

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!