New Customer / Policy Onboarding🚀

• The producer initiates contact with new clients.

• Ensure clients understand the Client Center and text alerts, and have saved contact information.

• Actively solicit referrals and Google reviews.

• Introduce the client to their dedicated CSR and provide their contact details.

• Verify all outstanding items, such as discounts, proof of prior, and e-signatures.

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

• Producer NOT contacting new client.

• NOT completing onboarding checklist.

• NOT updating CSR in system.

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

Policy review by Technician 🧐

• Technician reviews and make sure policy details are entered in the system like SIC Code, email address, mobile number, etc Customer name not all CAPS

• Confirm a CSR is selected (split the workload up)

• Confirm if rewrite was applied. Did another policy need to be cancelled?

• Technician needs to check the carrier website for signed applications 📝 and/or our system for the signed applications.If application is missing alert team lead immediately. 

• Are there any trailing docs needed

• Check Coverage Standards Video: Go to your department homepage (Personal, Commercial, or Trucking) and check the listed coverage standards of the policy LOB. We need to automatically apply our coverage standards at all time.

  • • Does it meet Coverage Standards for this LOB? Are there any exclusions on this LOB? let team lead know. PIN NOTE. 

• Make sure carrier onboarding was completed (login to carrier website, UBI Snapshot Travelers, paperless, pay as you go, etc) If it is not done then alert team lead.

• If manual, make sure manual policy was received and set up in the system. As well as check for accuracy

• For Commercial Lines:

  •  Get the Additional Insured forms and attach to folder

  • Make sure the Details Tab in EZLynx is fully completed.

Reassign to Agent

Client Onboarding

• Agent adds spin 📋

• Are there any trailing docs needed

• Make sure carrier onboarding was completed (login to carrier website, UBI, pay as you go, etc)

• Go over with the insured and let them know how to get in touch with the Service Team.

• Agent promotes referrals🤝, cross sell💼, google review ⭐

  • Did they save our number to file? 📲

    • Here is the link: Download Our vCard (it's in the email). This is really important. 

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. 💪

🤔 What if the client does not want to work with the CSR?

• Explain to them this is how we do business

🤔What if the CSR is not changed?

• Contact the producer

🤔 What if the customer does not reply?

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

🤔 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 up no more than 2x (text, email, call) remember to set a deadline and let client know upfront. Let the carrier know in writing or over the phone the fact that the insured is not responding. Close out and let carrier know. 

• 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 Script

• 👩🏻‍💼Agent: Hello, this is [Your Name] from [Your Company Name]. How are you today?

• 🗣️Client: Hi, I'm good. Thanks for calling.

• 👩🏻‍💼Agent: It's my pleasure! I wanted to update you on a few things and make sure you have all the information you need. First, we now have a dedicated Customer Service Representative, [Customer Service Rep's Name], who is here to assist you with any questions or concerns. You can reach [him/her] at [Customer Service Rep's Email Address] or [Customer Service Rep's Phone Number].

• 🗣️Client: That's good to know. Thank you.

• 👩🏻‍💼Agent: You're welcome. Secondly, I wanted to make sure you received a copy of your policy. Did that reach you, and do you have any questions about it?

• 🗣️Client: Yes, I received it, and everything seems fine.

• 👩🏻‍💼Agent: Great! If you ever have any questions or need clarification, don't hesitate to reach out to [Customer Service Rep's Name]. 

• 🗣️Client: Will do.

• 👩🏻‍💼Agent: Perfect. Next, are you familiar with the process of making payments for your policy?

• 
  

• 🗣️Client: Yes, I've made the first payment already.

• 👩🏻‍💼Agent: Wonderful. Just a reminder, [Customer Service Rep's Name] is available to assist you if you encounter any issues or have questions about payments in the future.

• 🗣️Client: Got it.

• 👩🏻‍💼Agent: Lastly, we recommend saving our contact information in your phone. We send text alerts regarding your account throughout the year, so having our info handy will keep you updated.

• 🗣️Client: Sure, I'll save the number.

• 👩🏻‍💼Agent: Excellent! Additionally, you can also access your account details and policy information on our website, www.streetsmart.insurance.

• 🗣️Client: That's convenient. I'll check it out.

• 👩🏻‍💼Agent: Perfect! If you have any further questions or need assistance, don't hesitate to get in touch with either me or [Customer Service Rep's Name]. We're here to ensure you have a smooth and informed experience.

• 🗣️Client: Thank you for the information and your help.

• 👩🏻‍💼Agent: You're welcome. Have a great day, and feel free to reach out anytime!

Video Script

Hi, I'm Carlo from StreetSmart.

Hope you are having a good day! I have a quick update to share with you!

First, you have a dedicated account manager. They're your go-to person for all things insurance. Whether you have questions,or just want to chat about your policies, they're here to help. Their contact information is in this email

We also have some fantastic programs designed with you in mind.

• Referral Program: Refer a friend or family member to us, and when they become a client, we'll put $25 in your pocket.

• Text Alerts Program: Receive important notifications right to your phone. Make sure to save our phone number as a trusted contact in your phone

• Client Center: Access your policy, make changes, payments and more. Just login in our website (no password is needed)

We're dedicated to providing you with the best service possible. If you have any questions or need assistance, don't hesitate to reach out to your account manager.

Have a good day and thanks for choosing StreetSmart for your insurance needs!

This script is approximately 55 seconds long, which should give you enough time to include all of the important information while still keeping your viewers engaged.