Revised Quotes

What step or steps were completed under “Assess Need” in The Revised Quote Process?

• Determine customer intent

• Ask if they are calling to purchase

• Ask for zip code

• Ask if customer has their quote number

• Establish credibility and empathy

What step or steps were missed under “Verify Customer” in The Revised Quote Process for a quote less than 60 days old?

• Verify full name, date of birth, & last 4 digits of Social Security number. Verify mailing address if no SSN

• Did not disclose any confidential customer information

• Make sure customer is not viewing quote online

• Read FCRA scripting

• Enter Quote

Under “Address initial call reason” in The Revised Quote Process what question would you ask after addressing initial reason? Was it asked on this call?

• Has anything changed? Question asked: YES

• Are these the correct drivers? Question asked: YES

• Are these the correct vehicles? Question asked: YES

• Has anything changed? Question asked: NO

• Are these the correct vehicles? Question asked: NO

What step or steps were missed when delivering rate under “Deliver Rate” in The Revised Quote Process?

• Down payment

• Monthly installment amounts & fees

• Total Premium

• Ask for sale

• None of the above

After delivering the rate but before the coverage review what information should you verify?

• Vehicles

• Drivers & driving record

• Address

• Prior insurance history (including current, length, and limits)

• Paperless & eSign status

Under the “Coverage review” section of the Revised Quote Process should you review Snapshot status?

• No; it was confirmed prior

• Yes; but only if enrolled

• Yes; no matter if they are enrolled or not

• No; you confirm on next screen

• Yes; but only if not enrolled

Under the “Final details” section of the Revised Quote Process you read the “May we contact you” scripting…

• Only when customer has a cell phone

• Verbatim, On every quote

• If they are enrolled in Snapshot Mobile

• Summarized in your own words on every quote

• At your discretion

What step was missed before hitting Save and Continue on verification screen?

• Asking permission to contact via email

• Verifying number of drivers

• Asking permission to run driving history report

• Read FCRA script

• Obtain address to send snapshot device

What actions were taken to help prevent “buyer’s remorse”?

• Adjusting future due date

• Providing additional information around Snapshot

• Explaining next steps to customer

• Asking if there were any other products they need insured

• Asking if there was anything else they needed help with

What needs should be discovered on all revised quotes?

• Loyalty

• Rewards for safe driving

• Additional Products (toys, MC, RV)

• Home & Property (Homeowners, Condo, Renters)

• If they need 24/7 service