share with them what you are seeing . Factually say something like , “ I see that you had the multi-line discount on your auto , but you have since canceled your home policy .”
Be prepared for them to respond with the comment , “ It saved me money to move my home . What does that have to do with my auto ?”
You can respond with , “ I ’ m glad that you were able to find something that you were happy with for your home , let ’ s review and see what other discount we might be able to apply to your auto .”
Provide Options Whenever anyone in your life is upset about something , it is generally because they don ’ t feel like they have options . When people feel trapped , they often become the most frustrated .
In this situation make sure you provide people with options to get their premium down with the current carrier first :
• Deductible
• Payment Strategy
• Confirm Discounts
• Look at the RCE
WHEN REMARKETING MAKES SENSE
If you opt to remarket and rewrite a client , please make sure that you always provide the entire range of pricing . For example , if you rate the risk and one carrier comes out at double , share this with the client . They can then clearly see they weren ’ t getting completely taken advantage of , and that there are carriers out there with even more robust rates !
Here are a few things everyone needs to remember :
• Rates will increase naturally every year . We need to be prepared .
• Rate increases come from the carrier as well as the client .
• We need to take our time to review the account rather than get trapped in the rate game .
• Your best strategy is to run into a rate increase , not away from it .
Different Scenarios with Your Team
1 . Rate increase with tickets and accidents . 2 . A general rate increase for no real reason . 3 . Rate increase due to a claim ( remember to use the amount paid out usually the amount the carrier increases policy does not compare to the amount of the actual incident ).
4 . Rate increase when a car was added or removed and / or multi-car discount increased the policy .
5 . Rate increase home car discount fell off ( check to see when , if it has been a long time don ’ t promise any back premium , just add it as if it was never removed and speak to the carrier before mentioning to the client you may be able to get premium from when it dropped off !) Clients will leave if you make this mistake and say you stole from them ! 6 . Rate increase added Inexperienced operator .
These insurance rate increase scripts will help guide you through the process of what to say . Keep in mind none of these will be exactly what you need to say as you need to be prepared and review their account for the little details . Sometimes knowing little details means a lot .
If you need to review it and call them back , be honest , but be careful , do not give them time to call around to other agents . Be mindful of their time and set an appointment with them to call and discuss / review it .
Script Suggestions
Script : Hello this is NAME from AGENCY , how can I help you today , or how can I make this the best call of your day ? LISTEN , ( review the policy for discounts ) and explain what you hear from the customer . As I review your policy here I see that there was a ( explanation for the change ). Let ’ s look for some discounts you may
22 KANSAS INSURANCE AGENT & BROKER