Carey Insurance: Professional Call Handling Procedures

Standard Call Greeting

"Carey Insurance, this is [Name], how may I help you?"

Agency Introductions

"I'm [Name], your service representative. I can handle billing questions, policy changes, cancellations, and more."

Call Transfer Protocols

If a caller is interested in new business or additional products like life insurance, say: "I'd be happy to transfer you to one of our risk managers, please hold."

• Action: Park the caller and contact the agent to confirm availability before transferring.

Handling Potential New Clients

For personal lines (e.g., home quotes), use the following alphabetical assignment:

• A–H: Mandi
• I–P: Veronica
• Q–Z: Olivia

Note: If an underwriter or carrier calls for a specific person, transfer them directly. Otherwise, follow the alphabetical rule.

Commercial Lines Inquiries

"You need a business or commercial quote? Please hold while I check if Ali is available."

• Action: Park the call and contact Ali. If unavailable, route to Becky. If neither is available, collect the name, phone number, address, date of birth, and email for a callback the next business day.

Life Insurance Calls

All life insurance inquiries must be directed to Becky.

Claims Procedures

For general claim status inquiries, follow the alphabetical rule to reach a personal lines agent.

Emergency or Recent Accidents

• Ask if the client is safe and if they have contacted the police.
• Inform them they have up to 14 days to report the incident.
• If they are ready to report now, advise them to contact the at-fault party's insurance company.
• If the client is at fault, connect them directly with their carrier's claims department.
• If the carrier is Auto-Owners, initiate the claim in their portal; the carrier will then reach out to the client.

Policy Changes

1. Process the change via the carrier's portal.
2. Notate the change in Agency Zoom.
3. Ensure the data syncs with QQCatalyst and save all relevant documents to the client's profile.