Reinstatements✅

• 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

• Direct Bill: Complete all general steps.

• Agency Bill: Contact carrier/MGA before payment (if required). Follow general payment processing steps (if required). Pro Tip: A finance company request is not a reinstatement. Obtain confirmation from the carrier/MGA.

• Mortgagee Bill:

  • Payment Options (if required):

    • Insured Pays: Advise client to make full or minimum payment (for reimbursement or to avoid cancellation). They will get funds back once bank pays. Contact team lead for agency bill scenarios.

    • Mortgage Company Pays: Facilitate a three-way call. Provide carrier overnight address. Update mortgagee clause later, but payment should be sent immediately.  

  • Contact Information: Check the directory for bank/mortgagee clause contact information. Utilize online portals (mycoverageinfo.com, myinsinfo.com) when available. Document upload methods (website, email, fax) and inform the insured.

  • Renewal/Cancellation: If near renewal or cancellation, contact your team lead immediately, especially for agency bill situations.

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 policy is cancelled and they want to reinstate coverage/in the middle of reinstating coverage but it is not yet reinstated? 

• Remind them that coverage remains cancelled until it is reinstated by the carrier.

🤔The policy can’t be reinstated unless the carrier approves the reinstatement

• Over the Phone 📞: "I want to clarify that your policy won't be reinstated until our carrier approves it, even though the payment has been made."

• In Writing 📨: "Kindly note that your policy will only be reinstated once it's approved by our carrier, despite the payment being submitted."

🤔The carrier does not reinstate but rewrites the policy with a lapse in coverage

• • • This is common for assigned risk policies as if the policies cancel they will rewrite it 1 day after the effective date of payment being made. In this case go ahead and setup a new shell policy with the new policy number and let the client know of the lapse. The policy that was cancelled should remained cancelled in the system and the new policy should have the transaction entered as a rewrite linking back to the cancelled policy 

🤔What if we receive carrier confirmation for reinstatement? Should we handle it or reassign it to Operations?

• Whomever is handing the reinstatement should follow through and make sure they get the reinstatement confirmation and enter into the system

🤔 What if the contact information is wrong?

• Use Postal Mail and send the Bad contact memo. 

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🤔 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!