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21 st Century. The Definitive Guide. Why 21 st Century?. The acquisition of 21st Century Insurance by Farmers Insurance opens up two other channels of insurance consumers for Farmers Agents: the online shopper and those who call 800 numbers direct for insurance quotes.

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21 st Century

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21 st century

21st Century

The Definitive Guide


Why 21 st century

Why 21st Century?

The acquisition of 21st Century Insurance by Farmers Insurance opens up two other channels of insurance consumers for Farmers Agents: the online shopper and those who call 800 numbers direct for insurance quotes.

Our partner, 21st Century Insurance, markets to consumers using both the internet and a toll-free number for sales and service.

These two channels represent 81% of today’s auto insurance shoppers, compared to 26% who called or visited an exclusive agent office while shopping for auto insurance.

The insurance shopping and buying habits of consumers, including your current customers, has shifted to the internet for research and away from more traditional methods of rate comparison, such as calling local agents or using Yellow Pages and print advertisement.


21 st century the facts

21st Century – The Facts

• Top 5 U.S. direct auto insurance writer with market footprint in 49 states

• 1.2M auto insurance customers nationwide

• 800K direct auto inquiries through 21st.com and Call Center each year

• 45% are single vehicle

• Average age of the head of household is 55 years old

• 57% married, 29% single, 7% divorced, 5% widowed, 2% other

• 86% of policies do not have youthful drivers; 80% own their home

• 21st.com website provides 24 hour a day access to auto quoting, servicing and purchasing

• Toll-free Call Center is available to assist online customers with their quoting, purchasing or servicing needs


Finding and managing your leads

Finding and Managing your Leads

As an enhancement to the 21st Century Lead Distribution program, you will be able to choose the leads you wish to work, up to your daily limit, rather than leads being assigned to you. This approach bases each agent’s daily lead maximum on his or her current performance on the lead program:

Super Producer: Highest level of conversion to sales ratio

High: Better-than-average conversion to sales ratio

Medium: Better-than-average quoting ratio

Average: Average conversion to sales ratio

Low: Lower-than-average quoting and conversion ratio

Non-Performing: No Sales

Newly added agents must register and pass the required courses on the University of Farmers Online in order to receive leads. New agents will be ranked as “Medium” until a base number of leads are worked to establish a performance level. Check with your District Manager or Center Manager to determine your current performance level on the lead program.


How to pull 21 st century leads

How To Pull 21st Century Leads

Click on B.O.B/eCMS Icon at the top-right of Dashboard

Click on the Leads tab

Click on the Lead Selection button in the left hand box


How to pull 21 st century leads1

How to Pull 21st Century Leads

This will take you to a screen with 3 Tabs at the top.

There will be a Yellow Message Box at the top telling you how many leads you qualify to pick.

Best leads will be found in:

  • Current QNT Leads

  • 24 Hour QNT Leads

  • Reassignment of QNT Leads

    Use this order for best results!


How to pull 21 st century leads2

How to Pull 21st Century Leads

Sort the list by clicking on Lead Type. You will find the most success with the ‘21C: QNT’ leads.

Check the box next to the lead name and click on IMPORT to download them into e-CMS.


How to pull 21 st century leads3

How to Pull 21st Century Leads

Once you have selected your leads, click “IMPORT,” and they will download into eCMS. You can find your workable list under the Reports tab under My Saved Results (located in the left hand column).

The Report under My Saved Results will be dated with current day. Click on the “Go” button next to the current day report.


How to pull 21 st century leads4

How to Pull 21st Century Leads

This will open your list of downloaded leads.

Click on the name of the person you wish to work.


How to pull 21 st century leads5

How to Pull 21st Century Leads

Click on “Quote” tab

Click on quote number to open original proposal

Review the 21st Century quote and make the following modifications:

Change the Effective date for 7 days ahead to get the early shopper discount

Make sure the customer has continuous coverage and modify if needed

Click “Convert to Express”

Make sure to click Save & Exit


How to pull 21 st century leads6

How to Pull 21st Century Leads

This will pop up:

Click ‘OK’


How to pull 21 st century leads7

How to Pull 21st Century Leads

From Account Summary select “Comments” tab

Change comment type to “All comments” and click “Go”

Review 21st Century comments (Comments that appear reflect 21st Century quote.)


How to pull 21 st century leads8

How to Pull 21st Century Leads

Contact prospect via phone and enter comments by clicking orange “Add Comment” button

Comments MUST be selected from options “A-F”. Additional notes should be added.

MAKE SURE TO SAVE COMMENTS!!!


How to pull 21 st century leads9

How to Pull 21st Century Leads

Return to prospects “Account Summary”

Click on “Add X-Date”

Enter prospects X-date as well as all important information.

Make sure to click “Save”


Phone and email scripts

Phone and Email Scripts

What to say and when to say it


The checklist

The Checklist

Use this to keep track of your contacts.


When do we contact them

When do we contact them?


Week 1

Week 1

Enter Lead into 21st Century Follow Up System

Send Introduction Email with Proposal

Make your Introduction Call

Make 6 weekday calls and 2 Saturday calls

Also if applicable:

Send a Thank You note after you contact them directly

Send a “No Answer” email on day three


21 st century call script introduction email

21st Century Call Script – Introduction Email

Subject Line: Year/Make/Model

Hello (Name):

My name is Agent with Farmers Insurance. I received your request for auto insurance on the Year/Make/Model that you submitted to 21st Century.

You may have heard that 21st Century Insurance is now a part of Farmers Insurance. As a new member of Farmers, 21st Century Insurance has asked me to tell you about products and services Farmers offers that could be of great interest to you.

I have come up with $XX.00 per month based on what I have here (please see details below), but there may be additional discounts you’re eligible for that I’m not aware of.

I would like to get some additional information so I can provide the most competitive offer and will be contacting you soon. I can, also, be reached at XXX-XXX-XXXX. Please give me a call when you have a few minutes.

Copy and paste your quote

NEVER attach to your email

Thank you.

Agent, Agency Owner

Office: XXX-XXX-XXXX

Cell: XXX-XXX-XXXX

Email: [email protected]

Learn more about my agency at www.FarmersAgent.com/agent


21 st century call script proposal

21st Century Call Script – Proposal


21 st century call script introduction

21st Century Call Script - Introduction

I’m a local insurance agent from Farmers Insurance … REAL QUICK … I’m calling because we were alerted that you were online shopping with insurance questions.

Have you met with a local Farmers insurance agent yet?

When was the last time you had a thorough review of your policies, with someone from FARMERS?

We are getting a lot of requests … these days …because everyone is looking … to either … reduce their monthly expenses … or to improve the protection of their assets based on their lifestyle.

What do you want these days from your insurance company?

What I like to do for all my friends and family in the community … is to do a thorough evaluation of all their policies, to make sure that your … hard earned dollars are serving your family at the highest level.

You know, I don’t mind doing this. I’d be willing to spend 45 min to an hour doing some research on your current policies… what you’re spending your money on … if you would be willing to spend 15-20 minutes to review what we can do for you and your family … does that sound unreasonable?

When we sit down and review everything, to be honest … if it’s not 100% clear to you … that my service will not improve your insurance … then I promise I won’t even ask you to switch policies.

After my research, if I don’t think that my services will help, I’ll cancel the appointment, because I don’t want to waste your time, and I also don’t want to waste mine. Is that fair?

Which is better for you … then give a choice of two specific dates and times.

If they object: … how important is it for you to either reduce your monthly expenses or improve your family’s protection, at this time?


21 st century call script voicemail

21st Century Call Script - Voicemail

“Hi Mr. Prospect, This is Agent with Farmers Insurance. I’m calling regarding your request for auto insurance on the Year/Make/Model that you submitted to 21st Century Insurance.”

“You may not know this but 21st Century Insurance is now a part of Farmers Insurance and that is why I am calling.

“I have come up with $XX.00 per month based on what I have here, but there may be additional discounts that you may qualify for that I am not aware of.”

“I can be reached at XXX-XXX-XXXX. Please give me a call when you have 2 minutes. I’ll send the proposal to your email address. Be sure to check your SPAM folders—sometimes my emails get stuck there. Have a good day.”


21 st century text script

21st Century Text Script

If no contact via phone :

Send a text message to the client

Regardless of age or number of numbers listed

Text should say-

Hi Jim, this is David with Farmers Insurance.

I’ve received your request for a quote and

am working on it now.

If I have a question should I call, email or text?


21 st century call script thank you note

21st Century Call Script – Thank You Note

Hand written thank you note:

Name:

I just wanted to say Thank You for taking the time to discuss your insurance needs with me the other day. I look forwarded to earning your business in the near future!

If you have any questions or concerns please call me at 303-555-1212 or email at [email protected]

Sincerely,

 Agent


21 st century call script no answer email

21st Century Call Script – No Answer Email

Subject: Follow up on your Proposal Request

Dear << Name >>,I just tried you by phone but thought it might be helpful to email as well.Based on the information you provided in your proposal request, I think you may qualify for several policy discounts. I'd very much appreciate it if we could speak and discuss the details. If you'd like to email me back, that's fine too. Just simply reply to this message or call me at 303-555-1212 with any questions. I look forward to assisting you with your insurance needs and thank you for the opportunity to earn your business.Thank you,


Week 2

Week 2

Make 3 weekday calls and one Saturday call

Send No Contact email with proposal if applicable


21 st century call script no contact email

21st Century Call Script – No Contact Email

Subject: Follow Up on Your Decision

Dear << Name >>,I wanted to check in to see how you are coming on your insurance decision. Is there anything I can do to make the process easier? I'm happy to walk you through the policy details or offer more pricing options. I find most clients appreciate the ability to discuss things in person or over the phone.If that sounds like something that would be helpful, feel free to email me [email protected] or call me at 303-555-1212.

Turn your interest into action!!Thank you,


Week 3

Week 3

One weekday call and one Saturday call

Send the Last Chance email


21 st century call script last chance email

21st Century Call Script – Last Chance Email

Subject: Last Chance

Dear << Name >>,I recently tried to reach you regarding an insurance proposal you requested. I wanted to check back in with you one more time before I closed your file.I certainly know how life can get busy. Taking care of insurance often falls off the 'to do' list. If you're still looking for a policy, I'm confident we can put together a proposal that can get you the best value for your dollar. I have all of your proposal information ready to go. Just email me back at [email protected] or call 303-555-1212 if you're interested in a quick discussion.

Thank you again for the opportunity to earn your business.

Turn your interest into action!!Sincerely,


6 months

6 Months

5 and a half month Email

X-Date

  • X-Date Email


21 st century call script 5 and a half month email and x date email

21st Century Call Script – 5 and a Half Month Email and X-Date email

Dear Name,

Hello! Thank you very much for allowing our agency to provide you with an insurance proposal. Although that happened a while ago, we would like to let you know that we haven’t forgotten about you.

While other insurance companies give ‘quotes’ and then end the relationship if you decide not to switch, The Agent Insurance Agency is different. When you make contact with us, you become part of our agency family whether you decide to switch or not.

We are very confident that we can create an insurance package that will meet your needs AND save you money!

We will keep in touch with you, via phone in the next few days to ensure receipt and answer any questions you may have. Please feel free to call (303)233-2650 or email me at [email protected] if there is anything at all we can help you with.

Turn your interest into action!!

PS: I have included an updated insurance proposal for you!


21 st century call script cross sell

21st Century Call Script – Cross-sell

For Outbound Cross-sell Leads:

Hello, this is XXXXX with the Farmers Insurance Group of Companies.

You may have heard that 21st Century is now a part of Farmers Insurance.

As a new member of Farmers, 21st Century Insurance has asked me to tell you about the products and services Farmers offers that could be of great interest to you.

For Inbound Cross-sell live transfer Leads:

Hello, this is XXXXX with the Farmers Insurance Group of Companies. I understand you are interested in learning more about a homeowner policy. Is that correct?

You may have heard that 21st Century is now a part of Farmers Insurance.

As a new member of Farmers, 21st Century Insurance has asked me to tell you about the products and services Farmers offers that could be of great interest to you.


Objections you may encounter

Objections You May Encounter

#1 - I don’t want to meet in person.

A. Hey I understand, that’s why I am calling. A lot of my clients are very busy, and I can appreciate the value of your time. I can prepare everything we have discussed for you over the phone, and I can make this process as simple as possible. Sound Good?

B. The reason I would like to meet face to face is to show you exactly what you are spending your hard earned money on. That’s the reason I got into this business. I had no idea what I was paying for, and considering that the average consumer spends over $200,000 (I mean that’s the price of some homes!) on insurance during his or her lifetime. It can be very helpful to understand what your hard earn money is paying for. There is not a product out there that people pay so much for and know so little about. If you were buying a car wouldn’t you get engine specs, check gas mileage, warranty information, customer satisfaction numbers, etc. People spend all of this money on insurance with no clue what they are getting.


21 st century

Objections You May Encounter

#2 - We are more expensive.

A. While I might be $XXX more than what you currently pay, our policy has much more substance to it than your Geico/Progressive/American Family policy. We know in Colorado we have to replace a lot of windshields. We offer a Glass Buyback which is only $100 per new windshield, with no effect on your rates or deductibles. The average new windshield costs $250, so you will have made up $150 on your old policy simply from 1 windshield!

B. Similarly to our windshield coverage, we offer a fantastic coverage called K coverage. Basically, it pays you for your rental car should you need one during a claim. But the best part is that if you don’t need that rental car, we still cut you a check! So K coverage can actually pay your deductible for you! Nobody else offers anything like that, and it is doubly valuable. By adding K coverage we can raise your deductible to save you on your monthly expenses. Then, if you have a claim, you can use K coverage to offset your out of pocket expenses. It’s a win win!


Objections you may encounter1

Objections You May Encounter

#3 - I am just looking and I am not ready to commit to anything now!

A. Hey I understand. I am glad that you took the initiative to do some searching on your own. I know that insurance can be confusing, and even if you don’t end up going with me for your insurance needs, I hope that your experience with me has given you some added firepower when you are dealing with insurance. There is nothing worse than spending hard earned money on something that you don’t fully understand. If you ever have any questions please feel free to contact me anytime.

B. No problem. While you are looking around please feel free to give me a call or just shoot me an email about any questions you may have. Even if you don’t go with me for your insurance needs I am always available to help you along the way.


21 st century call script set appointment

21st Century Call Script – Set Appointment

“No, I can’t really meet face to face”.

Hey I understand, that’s why I am calling. A lot of my clients are very busy, and I can appreciate the value of your time. I can prepare everything we have discussed for you over the phone, and I can make this process as simple as possible. The meeting will only take about 20-30 minutes. Most of my clients found that this time was well spent. If anything you will be educated about your insurance. Sound Good?

I have day _________, time ________ or day _____________, time. Which works best for you and your husband/wife (or their spouse’s name)?


Marketing materials

Marketing Materials

Get your name out there!


21 st century marketing campaigns for your qnt and cross sell leads

21st Century Marketing Campaigns for your QNT and Cross-Sell Leads

For new QNT leads: A weekly eCMS letter campaign featuring Professor Burke, will target only your newly selected 21st Century QNT Leads and will include an additional $.10 charge, plus mailing expense.

For existing QNT leads: An Auto Home & Life Prospect letter is available to send to your existing QNT leads using the Create Document functionality. The home pre-quote is not included in this letter and there is no additional $.10 charge, just the mailing expense.

Both QNT letters feature Professor Burke!


For cross sell leads

For Cross-sell Leads:

A weekly campaign developed in line with Home Life Prospect Campaign will target only 21st Century Cross Sell Leads.

You can choose home quote defaults and order home pre-quotes for $.10 each, plus mailing charge. The pre-quote will appear in the letter.


New color legal size letters with variable quote information are available for this campaign

New color legal size letters with variable Quote Information are available for this campaign:


Let s go get em

Let’s Go Get Em!


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