I just found out that a client called customer service and cancelled their policy right after we wrote the policy. That was at the end of May and here we are at the end of August and they just now showed up as a pending lapse yesterday and already lapsed today. That makes it very difficult to save the sale. If customer service had notified me when the client called (maybe cut and paste their communication in their system and emailed that to me or put in on a "notes from customer service" tab on online access) then i could have called the client quickly while the topic was fresh on their mind and showed more value and done a cancel rewrite for a lesser amount. This would help the client, me, the funeral home, and ultimately keep all of our jobs intact. It's hard for agents to keep business on the books when we don't know that a policy is going to lapse until it shows up on the online access as pending lapse or lapsed and sometimes that's too late for them to make up payments. Better communication between our areas would be greatly effective for everyone.
|I need it...||Yesterday (let's go already)|
Thanks for letting us know about this Tracy! We have sent this over to our customer service department so that they can review their internal procedures.