Process renewals with callback requests (reply 1)

Owned by Liana Aghasyan
Jun 22, 2022
3 min read

Text reminders start going out at 11 am and customer responses start coming in at around 11:30 am. Every time a customer replies to a text reminder the policy will automatically be updated with the reply and moved into the inbox tab. In addition, when a customer replies, the system will also send a notification email to the location specific email address. Prompt reply to each customer will improve customer service and maximise customer retention.

Important, all policies will get automatically updated with the latest status the next day11-12 pm every day, with the following logic:

  1. If the policy was renewed – the status will be set to ‘Completed’ and the policy will be moved under 'Completed' tab

  2. If the policy was cancelled at your or any other brokerage – the status will be set to ‘Cancelled’ and the policy will be moved under ‘Cancelled’ tab

  3. If the policy was renewed at another brokerage – the status will be set to ‘Lost’ and the policy will be moved under 'Lost' tab

 

Process policies in Inbox tab:

The goal is to clear the Inbox as soon as possible, which would be indicative of prompt responses.

For every policy that has a reply 1, call the policy holder back. Depending on the outcome of the call, set the policy to ‘In Progress’, indicate the processing stage and add agent comments if applicable (necessary for follow up calls):

  1. If the policy was renewed over the phone: the processing stage should be set to Policy Renewed (Verified). The system will automatically set the policy to Complete the next morning.

  2. If the customer requires a follow up after the call: the processing stage should be set to ‘Phone Call Made’ and the agent comments should indicate what would be the next steps.

  3. In case there is no answer, send a text message to the customer to inform them that you weren’t able to reach them by phone and ask for when would be the best time to call again (alternatively ask them to call the broker agency).

If a customer replied to the reminder with a message other than 1:

  1. Depending on the question, the agent can reply by a text message to answer customer’s question and change the state to ‘In Progress’ if applicable.

  2. In the case the customer indicates that he/she does not want to renew, the policy should be set to ‘Decline’. Please refer to this link on how to permanently remove a customer from the reminder list

 

Process polices in In Progress tab:

  1. Go through each policy tab to determine if any follow up actions need to be taken and update the agent notes if applicable. For example, customers asked to call back the following day.  

 

Call customers who have not received a text message:

  1. Go to ‘Reminder Sent’ Tab

  2. Any row that is highlighted in red indicates that the text message was not successfully delivered. Broker agents should go through the list and add agent comments once a phone call is made, so that other agents are aware of any customer interactions.. (Alternatively, and filtered out by ‘SMS Failed’ column equals to ‘Yes’):

 

Reminder phone call in addition to reminders

Please note in BCautorenew the policies which got renewed at a different brokerage will be marked as Lost. Using BCautorenew data will eliminate the unnecessary phone calls, Please use to make the phone calls.

 

General notes

Whenever an agent talks to a customer over the phone, the renewal should be set to ‘In Progress’ with the corresponding agent notes.