Mailed Policies that Clients Claim to Never Receive

[Agentguy5]

Hey guys,

I have been mailing out policies because I work hours away from where I live. Was talking to an agent friend last night who brought up something. Since the client is not signing a delivery receipt, what if they call the insurer 3 or 6 or 9 months later and say they JUST realized the money was coming out, never received the policy, and want all their money back because they no longer want the policy any way??? What does the insurer do in this case? Do they tell the insured that since they have been covered that there is no getting the money back? Do they wait until the client makes several complaint calls, threats, then give them the money back, or do they just give them the money back?

Has anyone had this experience and what do you do to avoid it?

 

[rousemark]

Hey guys,

I have been mailing out policies because I work hours away from where I live. Was talking to an agent friend last night who brought up something. Since the client is not signing a delivery receipt, what if they call the insurer 3 or 6 or 9 months later and say they JUST realized the money was coming out, never received the policy, and want all their money back because they no longer want the policy any way??? What does the insurer do in this case? Do they tell the insured that since they have been covered that there is no getting the money back? Do they wait until the client makes several complaint calls, threats, then give them the money back, or do they just give them the money back?

Has anyone had this experience and what do you do to avoid it?

Company may refund and agent is charged back all commissions advanced and earned. You can prevent this by spending a couple of bucks to require a postal delivery receipt. If you deliver in person, type up a simple delivery receipt for the client to sign.

 

[Rearden]

Good idea on the USPS Delivery Receipt.

 

[Focus LTC]

What ever happened to a phone call? Mail it out like you normally do and call them 3-4 days later and ask if they got it. A good chance to solidify the sale and to make your clients aware that you appreciate any and all referrals.

Any excuse to call a client is a good excuse. You can get additional business that way.

 

[GoCubsGo]

When I mail I always send USPS Priority Mail with Delivery Confirmation and print a copy of the delivery confirmation from USPS web site. Then you have proof.

 

[WinoBlues]

When I mail I always send USPS Priority Mail with Delivery Confirmation and print a copy of the delivery confirmation from USPS web site. Then you have proof.

I do a combination of this, Louis and focus. priority, delivery receipt and a phone call.

I have had this happen. And in one case the company refunded in an other I refunded.

 

[rousemark]

What ever happened to a phone call? Mail it out like you normally do and call them 3-4 days later and ask if they got it. A good chance to solidify the sale and to make your clients aware that you appreciate any and all referrals.

Any excuse to call a client is a good excuse. You can get additional business that way.

The phone call is good way to solidify good business but it doesn't protect you from the less than honest customer...Example.. You mail a policy and then follow up with a phone call. 5 months later another agent gets in the house.. They ask, "how did you get your policy?' .. "In the mail".."Did you have to sign for it?".. "No".. "Well, then we can call the company and tell them your never received your policy and you want your money back. Under the free look provisions, they will have to refund all your money" .. It then becomes the agent's word against the word of the insured.. I can almost guarantee who is going to win that contest.

 

[gordon112]

This is common sense, if I do mail out a policy I call them and tell them I am sending it first class mail and what date they should receive it. I then call them on the date they should receive it or a couple days later and verify and see if they have any questions. I also do a follow up call within 3 months.

You can save yourself from these episodes by doing the right thing.

 

[WinoBlues]

This is common sense, if I do mail out a policy I call them and tell them I am sending it first class mail and what date they should receive it. I then call them on the date they should receive it or a couple days later and verify and see if they have any questions. I also do a follow up call within 3 months.

You can save yourself from these episodes by doing the right thing.

Without a signed receipt and delivery confirmation it is your word against theirs. $7.00 and a return envelope covers it. A side benefit to priority is the perceived importance of the mail. Hard for someone to say they did not notice it.

 

[gordon112]

Without a signed receipt and delivery confirmation it is your word against theirs. $7.00 and a return envelope covers it. A side benefit to priority is the perceived importance of the mail. Hard for someone to say they did not notice it.

I would agree, the delivery confirmation and the delivery receipt of them getting it is the confirmation you need.