Account Review Pre Call Checklist PL
This PDF is a pre‑call checklist used by agents at Stromsoe Insurance Agency when conducting personal account renewal reviews for the 2020 policy year. The document outlines a step‑by‑step workflow that agents must follow before dialing a client. First, agents verify basic client contact information (cell phone, email, preferred method) and review any recent log notes. Next, they flag “red‑flag” clients—those likely to shop around—by checking tenure, policy composition, communication gaps, and recent rate increases. The checklist then guides agents through a review of rate factors, especially claims history, before moving into detailed, line‑specific question sets. Auto‑specific items cover payment method, telematics participation, discounts, driver/vehicle counts, financing status, deductible levels, and coverage limits. For homeowners and other lines, agents assess replacement cost, scheduled personal property, loss assessment, water/sewer backup, protective device discounts, equipment breakdown, and endorsements for items such as trampolines or ATVs. Additional sections prompt agents to verify umbrella, flood, and earthquake coverage. Finally, agents record any recommended policy upgrades, other policies to suggest, and the number of years the client has been with the agency. The checklist is designed to ensure consistent, thorough, and compliant renewal conversations.
Topics
Pre‑call Preparation: Verifying Client Contact Details
Checklist items confirming the presence of a cell phone, email address, and preferred contact method, plus a quick review of log notes and suspenses.
Red‑Flag Client Identification
Criteria used to flag clients who are likely to shop: short tenure, monoline policies, lack of communication, and significant recent rate increases.
Rate Factors and Claims History Review
Prompt to examine all claims history as a core factor influencing renewal rates.
Auto Policy Deep‑Dive Questions
Specific items covering payment method, telematics participation, mileage and driver discounts, vehicle financing, deductible choices, and coverage limits.
Homeowners and Other Lines Detailed Review
Questions about replacement cost, scheduled personal property, loss assessment, water/sewer backup, protective device discounts, equipment breakdown, endorsements, and additional coverages like umbrella, flood, and earthquake.
Recommendations and Agency Tenure Recording
Fields for agents to note one upgrade recommendation, another policy recommendation, and the client’s number of years with the agency.