New Business🆕

• Follow Agency Standards 

• Rapid Response: Leads are assigned and contacted within 5 minutes, quotes are entered within 2 hours, and standard quotes are delivered within 24 hours (4 days max for complex quotes).

• Direct Input: Data must be entered digitally into rating tools or notes, not handwritten.

• Personalized Quoting: Quotes are only provided after a direct conversation with the client.

• Policy Requirements: Manual policies require a supporting line (e.g., GL for Builders Risk), and premiums under $1,000 have payment restrictions.

• Payment & Fees: Preferred payments are EFT monthly or annual. Other payment options must exceed $1,000. Manual policies (excluding 1-day events) incur a $100 agency fee.

• Account Management: Maintain separate, accurate personal and commercial accounts. Underwriting issues are returned to the producer within 60 days.

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

• Not responding quickly to leads and following up aggressively.

• Not building rapport and delivering impersonal, price-focused experiences.

• Not presenting quotes personally or assuming the sale.

• Not following the agency process, including documentation.

• Not handling objections effectively. 

For Agency Bill Policy

• Not securing down payment before binding.

• Not aligning finance dates with policy dates.

• Not linking finance company and activating agreement.

• Not paying carriers promptly.

New

• Capture basic contact info (name, phone) for all leads (call, web, walk-in, text). Do not request a declarations page. Select the proper lead source.

• If no agent is available, a technician gathers info and assigns it in Ezlynx. Warm transfer preferred. If not possible, schedule a Calendly appointment for the agent and mark the task in Ezlynx with "!".

• Agents contact leads, build rapport (using provided rapport questions), and gather necessary details.

• Lead Assignment: Trucking (Jake), Commercial (Scarlett), Personal (Lola).

• Questions to ask to start application:

  • Personal 

  • Commercial

  • Trucking

Build Rapport 👩🏻‍💼

• Ask some of these questions when you have the customer on the phone

  • How did you hear about us? make sure you select lead source in details and salescenter page

  • Why are you shopping today?

  • What policies are you looking for today?

  • Other than that policy, do you have any policies with other agents? (Only applies if they have a policy in place) 

    • What are some things you do and don't like about your current agency?

    • What is your current agent doing to help you? 

    • The goals of some of these questions is to gauge the relationship the prospect has with their current agent 

  • How and when will you be making your final decision?

  • What were you paying for your insurance? (Only applies if they have a policy in place) 

  • What did your renewal come in at? (Only applies if they have a policy in place) 

  • Bring up our value proposition (see Visions, Values, Smart, and Standards)

Move prospect to Contacted in SalesCenter Pipeline. Proceed to next step

Contacted

1. Check Coverage Standards Video: 

   • Go to your department homepage (Personal, Commercial, or Trucking) and check the listed coverage standards of the policy LOB being worked on. We need to automatically apply our coverage standards at all time.

2. Gather Information: 🕵️‍♀️

1. • Utilize available resources (Safer, Zillow, Tax Assessor websites, carrier databases) to gather underwriting information.

   • Aim to collect information on all client policies. 

   • For personal lines (home/auto), use PURL links for information gathering. 🔗

3. Quoting Methods: 📝

1. • Direct Entry/Rater: Enter information directly into the rater (Tarmika in Ezlynx). 💻

   • Company Website: Enter information directly into the EZLynx application or carrier website. 🌐

   • Submission Center (Commercial): Enter information into Wunderrite and follow the Commercial Lines Quoting Process. 🏢

4. Upload Quotes: 📤

1. • Upload quotes into the submission center or quotes tab as appropriate.

Quoting Best Practices: 👍

• Phone Quotes: 📞

  • Utilize Tarmika/Submission Center for Commercial lines.

  • Identify the top company and alert the client about initial indications. 🗣️

  • Follow Commercial Lines Quoting Process and focus on Core Carriers for Trucking and Commercial lines. 🚛🏢

  • For Personal lines, use the pre-fill feature in Ezlynx and confirm information with the insured. 🏠. USE TEMPLATES!

    1. New Business Quote Automation will be send to the client if you hit submit in the rater🤖

  • Firm up rates by accessing carrier websites and pulling CLUE reports (home) or DHI reports (Plymouth Rock for auto). 🚗💨

• Off-Phone Quotes: 🤝🏽

  • Alert the client that you will be shopping the top companies and set an appointment to review options. 🗓️

  • Schedule a task in Ezlynx and set up a screen-share video call if possible. 💻

  • Follow up diligently if the client misses the appointment. 📞📧

  • Recycle the lead after 8 follow-up attempts. 🔄

  • Never email the quote before presenting it to the client. 🤫

PRO Tip: Gather underwriting info (Safer, Zillow, tax assessor, carrier databases) for all client policies. Use PURL links for personal lines if they do not qualify or do not have all information handy. Make sure the quotes meet our coverage standards and there are no exclusions for this LOB that we do not want.

Quoting Process:

Personal Lines:

• • Use Ezlynx pre-fill, confirm with insured.

  • Use Ezlynx templates!

  • New Business Quote Automation triggers on rater submission so let the client know of rates you are getting back.

  • Firm up rates via carrier websites and CLUE reports. or DHI reports (Plymouth Rock for auto)

Commercial Lines:

• • Statement of No Loss needed for new ventures

  • Loss runs for prior coverage 

  • Use Tarmika/Submission Center (Wunderrite).

  • Identify top companies and provide initial indications.

  • Follow Commercial Lines Quoting Process.

  • Focus on core carriers (Trucking/Commercial). 

Quote Delivery:

• Phone Quotes: Follow the above quoting process and proceed to presentation. If this not something you can quote over the phone get all UNDERWRITING information upfront to avoid going back and forth (supplemental applications or additional UW Questions)

• Off-Phone Quotes: Alert the client that you will be shopping the top companies and set an appointment to review options. Follow up diligently (8 attempts). Recycle lead after. Never email quotes before presenting.

  • Assign to the account quoter with a complete application/supplemental and where they should go to. 

Quote Upload: Upload quotes to the appropriate location.

Commercial- Submission Center Tab
Personal- Quotes tab 

Move prospect to Quoted in SalesCenter Pipeline. Personal lines may automatically be in that status if the rater was used. Proceed to next step

Quoted 

The agent will call the client to go over the quotes we received.DO NOT EMAIL QUOTES WITHOUT speaking to the client and presenting over the phone. Make sure the quotes meet our coverage standards and there are no exclusions for this LOB that we do not want.

• Alert the prospect you have solved their main areas of concern. Confirm when we can follow up for their decision BEFORE presenting the quote and book a time. 

• Have 2-3 options for the client (we prefer coverage levels)

• Alert them to the carrier you selected

  • Provide 3 benefits of the carrier 

• Review the primary policy the prospect requested

• Share the other policies you quoted

  • Review coverage

  • EXPLAIN carrier Features

  • Explain Discounts

  • Use stories to explain the coverages

• Show the client Option A & Option B for different coverage levels

  • Explain the difference between the 2 options in monthly premium differences

Ask for the business

• Which option would you like me to send the application for?

• What email address may I send the application to for signature?

• How would you like to set up the down payment or paid in full discount?

• Objections

  • Listen to any objections and work to overcome them. Stand your ground and poke holes in the coverage 

If they do not bind coverage over the phone then proceed to Review Status. 

Reviewed  

• Create quote proposal (Ezlynx - Submission Center) and share (no notifica tion needed). Use Personal Quotes Proposal Beta for all proposals.

• Move prospect to "Reviewed" in SalesCenter. Inform customer of incoming email/text to view quote in Client Center.

• Follow text/email scripts (up to 14 days, unless prospect advises otherwise).

Outcome:

• Rejection/Break Up: Close opportunity. If qualified, move to "Xdate"; otherwise, move to "Dead."

• More Time: Confirm follow-up time (every 2 days for 2 weeks).

• Won: Move opportunity to "Won" status.

Won  

• Thank the prospect and move the opportunity to "Won" status.

• Upload all applications, checklists and correspondence that needs to be signed 📚

• Discuss next steps and explain Client Center functionality. Inform customer of incoming welcome email/text and 

• Proceed to the binding process.

💡PRO TIP: 

• If any of these issues arise from a newly bound or recently rewritten policy, the policy must be returned to the originating agent who wrote the policy. The agent should speak with the insured before any reassignment occurs. It is essential that we maximize upfront underwriting and handling of subjectivities. We must also ensure that the client and agent is fully aware of all discounts and onboarding processes from the carrier.

• These include the following processes but are not limited to: underwriting cancellations, recommendations, additional information, inspections (completed or not) 

• Some other examples but are not limited to: installing dashcams, enrolling in UBI (Snapshot, Intellidrive), providing proof of repair, garaging address verification, opting into a paperless discount, etc.

• Renewals will be handled by the renewal team in your department

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. 💪

🤔The Policy is not bound/active yet? 

• Here's how our staff can handle these situations over the phone and in writing:

• Over the Phone: "Please be aware that your coverage is not bound or active yet. We're working to finalize the process."

• In Writing: "We'd like to inform you that your coverage is not currently bound or active. We're diligently working to finalize the necessary steps."

🤔We cannot access the carrier website

• Alert your team lead

🤔We did not receive payment or payment did not go through

• Alert your team lead

🤔Carrier documentation was not signed

• Alert the producer who wrote the policy

🤔The discounts are missing or not provided by insured

• Alert the producer who wrote the policy

🤔An inspection or underwriting memo was generated

• Alert the producer who wrote the policy 

🤔We have not received documentation that policy was bound after following up 2x

• Alert the producer who wrote the policy

🤔The policy we requested was not what we received

• Alert the team lead

🤔Do you need more opportunities?

• Active cold calls/drop-ins 

• 15 per month

• 45 or quarter

• 180 per year 

• Work to establish relationships with referral partners 

• Realtors

• Mortgage lender

• CPA

• Association 

• Financial Planner

• Call sold clients and check in - ask for referrals

• Twice a month 

• Contact monoline customers for cross sale

• TT can help facilitate this

• Ask for a list of lost customers to call on 

• Found via SalesCenter & Agency Insights

• Work past unsold quotes

• All unsold quotes should be closed out after being followed up with at least 8 times in 2 weeks

🤔The Prospect is not responsive to rapport building. 

• Are they your ideal client

• Work to change your tone 

• Use humor

🤔Prospect says they are only interested in price 

• Must lead with education - ask questions on what they would want covered

• Show value

• Look for speed and convenience to always win over price 

• Be willing to walk away

🤔Prospect is not a good fit. 

• Use our script to decline to quote - Prospect professionally becomes unresponsive or goes MIA. 

• Follow the follow-up process 

• Use break-up email /text/ call

• Trust the process 

• If no reply to break up, set activity to make contact in 6 months

🤔My closing ratio is really low

• This usually means the process is not being followed or steps are being skipped. All prospects must be put into the new business process. 

🤔What if the insured has Class 2 pickups?

• Coverwhale can now cover vehicles between 6,001 and 10,000 lbs. Click here for the hotshot guidelines.

🤔 What if the customer does not reply?

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

• Use the new business follow up label

🤔 What if the contact information is wrong?

• Use Postal Mail and send the Bad contact memo. 

🤔 What if the customer is in the Hospital or can only be reached through a caretaker?

• Get the contact information of the caretaker and add them as a contact on EZ

•  Ask if you could schedule a meeting once the customer is available

• Complete the standard follow-up process

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

• Follow up as many times as possible

• 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

Phone Scripts

• New Business Voicemail Template (Carrier)

Hello; We hope you are well! This is NAME with StreetSmart, At your earliest convenience please forward the new business policy for our file. The policy number is XXXXXX and the effective date is DATE). My email is XXXXX@streetsmart.insurance. Should you have any questions please feel free to email me back. 

• Alerting a Walk-In Lead To Set an Appointment (Customer)

Thank you for stopping in today. At StreetSmart, we actually quote the top companies in the area, so that takes a bit of time. May I take your information and would you like to come back tomorrow at 2 pm?

• Script to Disqualify A Lead (Customer)

Based on what you have shared, I don’t want to waste your time. I don't think our agency is the best fit. You may want to contact…

• Sample Personal Pitch and Agency Pitch (Customer)

Nice to meet you. My name is Kelly. I have been in insurance since I was 18 and learned the value of insurance by making a terrible claim. The good news is I had the right insurance, and I got to live in a hotel instead of with my inlaws. I want to learn about you today so we can find the right policies within your budget . Does that sound like a good plan?

Let me tell you about StreetSmart. We represent the top companies in the state. I will gather some information about you and then work to shop for the top companies, so you do not have to. You get to have an agent that works for you and shop locally. 

• Cross Sale Script (Customer)

One of the largest discounts I can offer you is the multi-policy discount. I just need some information to look into this. Tell me, do you own or rent?

• Overcoming The Objection To Just Email The Quote (Customer)

I sure will after we review everything. Because I will be shopping for the top companies in the area, there are many times a few underwriting questions I need to ask you to finalize your quote. What is the best time to connect?

• Following Up to Present A Quote

• New Business Present Quote over the Phone

• New Business Quoting over the phone 

Hey (client name), while we are on the phone I just sent you some quick rates we ran with (mention carriers that returned quotes). These are just general rates and we have to go through each one and firm them up.  Are these competitive to what you have now? Keep them on the phone and proceed to attempting to make the sale. 

Give commercials on what carrier you are going to… core carriers know your product 

• Quote Presentation Call No Connection #1  (Customer)

• Quote Presentation Call No Connection 2 (Customer)

• Quoted Follow-Up Scripts and Emails

• Voicemail: Quote Presented, but no Unreachable  (Customer)

• Leaving a Message When Following Up on A Quote Presented call #1  (Customer)

Hi this NAME from StreetSmart. I wanted to follow up on the quotes I presented to you.  We can get started immediately.  If I don’t hear back from you, I’ll try again in a few hours. You can reach me at XXX-XXX-XXXX. Thanks. 

• Leaving a Message When No Answer for A Quote Presentation call #2  (Customer)

Hi this is NAME from StreetSmart. We spoke recently about your insurance needs. I haven’t heard from you, and I wanted to make sure you are still interested in the quote. I would love to connect with you to get your policies started. Please call me at XXX-XXX-XXXX at your earliest convenience. Thanks. 

• Leaving a Message When No Answer for A Quote Presentation call #3  (Customer)

Hi this is NAME from StreetSmart. I have tried to reach you to bind coverage with the quotes I have prepared for you. This will be my last attempt to reach you. If I don’t hear back from you, I will have to close out my file, but we are always here to help if you need a quote in the future. If you want me to keep your quote open, please call me back at XXX-XXX-XXXX

• Quote Presented, but now Unreachable #1  (Customer)

Presentation objection handling

• CENT: I’m Not Interested

  • Confirm: I understand completely

  • Engage: May I ask what has changed?

  • Neglect: I'd hate to see you spend more money and time on your insurance than you have to.

  • Teach: In looking at the quote and coverage we provided, may I ask what quote you are not interested in?

• CENT: I Can’t Afford It 

  • Confirm: I understand completely

  • Engage: You're on the same team

  • Neglect: What would happen if we neglected this opportunity?

  • Teach: The best teachers ask questions

  • Confirm: I understand completely.

  • Engage: I know additional insurance policies might not have been in your budget.

  • Neglect: However, I'd hate to see you be disappointed in the event of a claim. 

  • Teach: May I ask, in the event X claim does happen to you, are you prepared to come out of pocket (or have your wages garnished)?

• CENT: I Don’t Have Time 

  • Confirm: I understand completely

  • Engage: You're on the same team

  • Neglect: What would happen if we neglected this opportunity?

  • Teach: The best teachers ask questions

  • Confirm: I understand completely.

  • Engage: I know you have other things to attend to. 

  • Neglect: However, if something were to happen, and you didn’t have the right coverage for it, I would feel terrible. 

  • Teach: That’s actually no problem. I can send everything over for you to E-sign, so it will only take a few moments. Is this the best email address?

• CENT: My Spouse Handles That 

  • Confirm: I understand completely

  • Engage: You're on the same team

  • Neglect: What would happen if we neglected this opportunity?

  • Teach: The best teachers ask questions

  • Confirm: I understand completely.

  • Engage: I like to consult with my spouse about these types of items, too. 

  • Neglect: Have you spoken with your spouse about this quote, or should we get on a call to review it together?

  • Teach: When we speak, will you recommend that we forward the quote to your spouse?

• CENT: Let Me Think About It 

  • Confirm: I understand completely

  • Engage: You're on the same team

  • Neglect: What would happen if we neglected this opportunity?

  • Teach: The best teachers ask questions

  • Confirm: I understand completely.

  • Engage: I like to think about decisions like this. 

  • Neglect: However, if something were to happen, and you didn’t have the right coverage, I think we would both share some regret. 

  • Teach: May I ask, what about the quote is giving you cause for concern?

• CENT: I’m Happy Where I Am 

  • Confirm: I understand completely

  • Engage: You're on the same team

  • Neglect: What would happen if we neglected this opportunity?

  • Teach: The best teachers ask questions

  • Confirm: I understand completely.

  • Engage: We have many clients just like that at this agency. 

  • Neglect: What do you enjoy about the agency you have your X policy with?

  • Teach: Sometimes, people are concerned about having to break up with their current agent. Just so you know, we handle all that paperwork for you. You really are getting a great package here. What would need to change to earn this policy?

• CENT: Price is Higher

  • Confirm: I understand completely

  • Engage: You're on the same team

  • Neglect: What would happen if we neglected this opportunity?

  • Teach: The best teachers ask questions

  • Confirm: I completely understand.

  • Engage: I like to save a few dollars when I can, too. 

  • Neglect: Tell me if rates were the same, who would you rather do business with? (hopefully, it's you!)

  • Teach: For x more per month, we will take excellent care of you, and this policy includes (3 policy features!). It’s really a good opportunity for you, wouldn’t you agree?

• CENT: I Don’t Think I Need It

  • Confirm: I understand completely

  • Engage: You're on the same team

  • Neglect: What would happen if we neglected this opportunity?

  • Teach: The best teachers ask questions

  • Confirm: I understand completely.

  • Engage: Before I got into insurance, I didn’t think about that policy, either. 

  • Neglect: However, the world has changed a lot, and I would feel terrible if you had a claim and regretted not moving forward with this policy. 

  • Teach: May I ask if X claim happened what would your plan be?

• CENT: Call Me At Renewal/I Just Paid My Other Premium

  • Confirm: I understand completely

  • Engage: You're on the same team

  • Neglect: What would happen if we neglected this opportunity?

  • Teach: The best teachers ask questions

  • Confirm: I understand completely.

  • Engage: We are happy to hear that you are currently on your insurance. 

  • Neglect: If we don’t move forward now, and there is negative activity on your record or rates change, you will miss out.

  • Teach: What we can do is go ahead and move forward with this policy and when the paperwork is processed, you will get a refund. What payment method did you want to use?

• CENT: Send Me Some Information/Just Email Me

  • Confirm: I understand completely

  • Engage: You're on the same team

  • Neglect: What would happen if we neglected this opportunity?

  • Teach: The best teachers ask questions

  • Confirm: I understand completely.

  • Engage: I like to look at things first too. 

  • Neglect: However, insurance is too complicated, and I find that emails can confuse people. 

  • Teach: What I would rather do is send you the application with a video proposal. This way, if you like what you see, you can electronically sign and start. Is this the best email address for you?

• CENT: I Have Life Insurance At Work

  • Confirm: I understand completely

  • Engage: You're on the same team

  • Neglect: What would happen if we neglected this opportunity?

  • Teach: The best teachers ask questions

  • Confirm: I understand completely.

  • Engage: That is a great benefit!

  • Neglect: However, you would only have life insurance if you are employed with the company. 

  • Teach: What this means is if you retire or change jobs, you would not have coverage. Do you see this as a challenge to your family?

• CENT: End With a Question

  • At the very end, you need a question to engage the client to get a quote

  • You want to make this a simple agreement on the next step

    • Wouldn’t you agree?

    • Fair enough?

  • You are asking for their agreement to take the next step without saying, "Think about it and let me know.”

  •  Depending on the outcome of the conversation, you can move to either Reviewed status or Won

  • If they need time to think about it, set another time that you will call back

Text/Email Templates

FYI re: Truck quote

• Introduction

  • Hey, this is NAME of StreetSmart. Save my number as Insurance in your phone.

• Follow up to quote

  • Did you have any questions about the insurance quote? 

  • Were you looking to put the policy together today?

• General follow up

  • I just tried calling a second ago. 

  • Need more time with this?

  • Are you free to discuss the truck insurance quote? 

  • Do you still need help with the quote? 

  • Should I keep my quote open? Y or N?

  • My underwriter is asking if I should close my quote. 1 for Y or 2 N?

  • I wasn’t able to get in touch with you this time around & I’m going to close my file on the insurance. If anything comes up, call me. 

• Winback

  • I wanted to contact you about your truck insurance. Our rates have been lowered since we spoke last year. Let me know if you're free to talk.

Labels to Add to Trigger Text Message Templates

• Jake-Follow up to quote: Were you looking to put the policy together today?

• Jake-General follow up: I just tried calling a second ago. 

• Jake-Close Quote: Should I keep my quote open? Y or N?

• Jake-Winback: I wanted to ask you about your truck insurance. Our rates have been lowered since we spoke last year. Let me know if you're free to talk.

All Trucking questions will be seen here Line of Business 🗂️ 

All Commercial Questions per Line of Business will be seen here Line of Business 🗂️ 

All question for each Commercial lines of business

⚾Bond

👥BOP/Commercial Package/Property/GL

🛺Commercial Auto

✅ Commercial Bond

🖥️Cyber Liability

👮Directors and Officers

🦼Disability

👷Employee Practices Liability

🕹️Equipment Breakdown

🕵️Errors and Omissions/Professional Liability

🔫Fidelity/Crime

🅿️Garage and Dealers

⛵Inland Marine

🥃Liquor Liability

📙 Miscellaneous

⚖️Notary Bond

🏎️Pollution Liability

🥎Surety Bond

📜Title Bond

☂️Umbrella

🌆Vacant/Builders Risk

👷Workers Compensation

All Personal Questions per Line of Business will be seen here Line of Business 🗂️ 

All question for each Personal lines of business

🚗Auto

🛥️Boat, Jetski, Watercraft

⚾Bonds

🚜Collectors Vehicles

🏢Condo

🔥Dwelling Fire

🌊Flood

🏠Home

🏡Mobile Home

🏍️Motorcycle

1️⃣One day Events

🚌Recreational Vehicle

🏗Renters

🚃Travel Trailers

☂️Umbrella

🌆Vacant/Builders Risk

🛶Watercraft (Small Boat)