Remarketing And Rewriting🛒

• Follow Agency Standards

• Proactively review client accounts using the standard communication guide. * Assess client's saving goals, risk tolerance, and down payment ability.

• Prioritize phone remarketing; use video calls if necessary.

• Obtain confirmation, set up payment, and send applications during the call.

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

Remarketing Standards Qualifier

• Rate must go above 25% or $500 (this is in retention center so if we change it here it needs to be changed in retention center)

• Check out the State of the Marketplace and department leads need to update it.

• NOT following the remarketing checklist and client review process.

• NOT fully understanding client needs and suitable coverage.

• NOT confirming client acceptance of potential risks (e.g., inspections).

• NOT educating clients on claim impacts to premiums.

• NOT remarketing on the phone when possible.

• NOT setting appointments for non-phone remarketing.

• NOT following agency standards for quoting, carrier selection, and follow-up.

• Claims History and no open claims - except for Personal/Commercial Auto 

• Not discussing the quotes with the insured and just sending them for review

• Payment history – no more than 2 non-pay cancels in a year.

• Audit history – must be in compliance and submitted most recent audits to rewrite

• Property Condition – do not rewrite if property issues caused non-renewal, Make sure issues are addressed and advise the insured these issues will come up in a Non-Standard market as well.  If they don't want to address the issues, We have NO Markets for them. 

• Coverages below department standards 

• Rewrite - Over 60 days

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

• If clients want to bind then proceed to the Binding Process

• Use Labels Remarket Success (You will need to add this manually)

• Insurance Tips

• Service Center

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 client wants us to email them the quote and doesn’t want to meet again?

• Alert them that you have several markets and often you have a few final underwriting questions to finalize the quote. You can send it to them after the call.

🤔The core carriers are not a fit for the client?

• Then use the next tier carriers if possible. We need to get them coverage but where possible we want to use our core carriers. Check out Agency Standard 

🤔The client does not meet our agency standards for a remarket?

• Use your scripts on how to let them know after a review the best market you have for them. 

🤔What if you can’t remarket over the phone?

• Make sure it's a can’t not won't. Set an appointment. 

🤔You start remarketing over the phone but get stuck?

• Set an appointment with the person. 

🤔 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 Greeting For Someone Upset About Rate (Customer)

• I completely understand. At StreetSmart, we actually have a full process to review your account. Many times there are some updates we may not be aware of that can affect your account. Let me get someone to review your account.

Voicemail, Email & Text Template to Follow Up on a Non-Renewal (Customer)

• • Voicemail

Hello, this is TEAM MEMBER NAME from StreetSmart. I wanted to reach you. We are your insurance agent on your POLICY NAME with COMPANY NAME. We have an important alert we need to review with you this week from your insurance carrier. Can you please call me at NUMBER between TIME & TIME. If I don't hear from you I'll call you again on DATE.

• Email

Remarketing and Rewriting>Email Template to Follow Up on a Non-Renewal (Customer)

• Text

Hello NAME, This is StreetSmart, your insurance agent for your POLICY NAME with CARRIER NAME. There is an important update on your upcoming renewal. Please contact us this week so we can review your options. 

Script to Encourage A Client to Move Forward With a Discount (Customer)

• • “So let’s review what discounts you are currently receiving from the carrier. 

I have some recommendations for additional carrier discounts I’d like to review with you.

This is a great discount. With DISCOUNT NAME you get the following:

Benefit 1

Benefit 2

Benefit 3

And this will save you $X per year. Wouldn’t you agree we should add this discount?”

Objection

• • “I understand you aren’t interested in this discount. I did want to let you know the majority of our clients do sign up for this. May I ask, what are your concerns around EFT?”

When they respond, they may have a misunderstanding you can help clarify.

• • “Just to make sure I understand, would you rather pay $X more per year to pay by check?”

    • Remember, use annual amounts when the client rejects savings.

Client Requests to Have the Remarket Emailed to Them (rather than get back on the call for the presentation) (Customer)

• • I absolutely will send you the quote after we connect. Due to the number of great companies we have I may have a few final questions to confirm your rate. I'll only need a few moments. Would tomorrow X time work for you? 

Remarketing Quote Automation

• • Hey (Client Name), while we are on the phone these are just some quick rates I ran based on your existing application. 

Follow Up Scripts and Emails (Customer)

• Follow Up 1 Script (Customer)

  • Hello, this is NAME of StreetSmart. I wanted to follow up on a quote I had reviewed with you on X date. In reviewing your account I did review the top 10 companies in the state, our next step is to complete the application so you have no issues upon your policies renewal. Can you please contact me back at NUMBER? If I don't hear from you I'll try again in 2 days. 

• Remarketing and Rewriting>Remarket Follow Up 1 Email (Customer)

• Follow Up 2 Script (Customer)

  • Hello, this is NAME of StreetSmart. I haven’t heard back from you to finalize your renewal quote. I wanted to make sure I didn't miss anything so I wanted to follow up with you. Your renewal is coming up so I wanted to make sure we had a hassle free process. Please call me at NUMBER this week so I can confirm your new policy. 

• Remarketing and Rewriting>Remarket Follow Up 2 Email (Customer)

• Follow Up 3 Script (Customer)

  • Hello, this is NAME of StreetSmart.  I wanted to reach out to you one final time on your upcoming renewal quote. If we don’t hear that soon your current policy will renew as is. Please contact me this week so we can make sure to establish your new policy. You can reach me at NUMBER.  

• Remarketing and Rewriting>Remarket Follow Up 3 Email (Customer)

• If the carrier does not auto renew use

  • Voicemail and Text Template UNRESPONSIVE RENEWAL EXPIRING (Customer)

Hello FIRST NAME; We hope you are well! This is NAME with StreetSmart, I am reaching out because your LOB policy expires on DATE. Please contact us as soon as possible to maintain continuous coverage

Technician Process

Triggering Transaction: Client Inquiry about Remarketing

Checklist for Technicians:

1. Acknowledge and Validate:

   • Actively listen to the client's concerns.

   • Empathize with their desire for lower rates.

   • Use the Compare report to quickly identify rate changes

2. Explore Retention Options:

   • Discounts:

     • Automatic payments

     • Health insurance as primary

     • Telematics

     • Defensive driving (www.ddnj.net)

   • Payment plans/options

   • Coverage adjustments (if appropriate)

3. Explain Potential Rate Increases:

   • Insurance score impact

   • Loss of loyalty discounts

4. Address Rate Factors:

   • Violations

   • Younger drivers

   • Credit (mention its influence)

5. Document Client Interaction:

   • Record outcome and actions taken in Ezlynx.

     • Label: Remarket Call in Concern 

     • Concern: Rate

Role-Play Script: Acknowledge and Validate

Technician: "Hi [client name], thanks for calling. I understand you're looking into getting a new quote on your auto insurance. It sounds like you might be looking for better rates, is that right?"

Client: "Yeah, exactly. My friend told me they're paying way less than me, and we have the same car!"

Technician: "I hear you. It's definitely smart to shop around and make sure you're getting a good deal. Before we start looking at other options, could you tell me a little more about what's important to you in an insurance policy? Besides the price, are there any specific coverages or features that are a priority?"

Client: "Well, I want to make sure I have enough coverage if I get into an accident, but I don't want to pay for things I don't need."

Technician: "That makes sense. It's all about finding the right balance. To make sure we're comparing apples to apples, let's take a quick look at your current policy. I see you've been with [current carrier] for [number] years. Did you know that many insurance companies offer loyalty discounts for long-time customers? Switching mid-term could mean missing out on those savings."

Client: "Really? I didn't know that."

Technician: "Yep! And there's something else to consider. Moving your policy now could actually cause your rate to go up in the future."

Client: "How's that?"

Technician: "Insurance companies use something called an insurance score, which is similar to a credit score. When you switch companies, it can trigger a change in your score, which could lead to higher premiums down the road. It's also possible that your current carrier has applied discounts that a new company might not offer."

Client: "Hmm, I never thought about that."

Technician: "I understand wanting to explore your options. Before we do that, why don't we see if we can find some ways to save money on your current policy? There are a few things we can check. For example, do you have your health insurance information on file with us? Also, are you currently enrolled in our automatic payment plan? We also offer discounts for things like completing a defensive driving course. Have you considered any of those options?"

Client: "I haven't really looked into it. Tell me more about the defensive driving discount."

Technician: "Sure! We partner with [defensive driving course provider] to offer an online course that can help you brush up on your driving skills and potentially lower your premium. You can find more information on their website at [website address]."

(Technician proceeds to explore other discount options and address the client's concerns, following the checklist provided.)