Agency Performance Partners


4 Agency Processes: Process For Stopping an Insurance Cancellation

Posted on June 7, 2021 by Alex Arellano

Process For Stopping an Insurance Cancellation

All this week we’re going to be focusing on four processes your insurance agency definitely needs, and our first one is a process for stopping an insurance cancellation.

If somebody doesn’t feel cared about when they leave, they certainly aren’t gonna wanna come back.”

You’ve likely had to deal with an insurance cancellation before, and it’s not always the most comfortable or natural situation to deal with. What you might not realize is that this might be the case because your agency simply doesn’t have a process for stopping an insurance cancellation, and instead, lets clients walk right out of the door. If your agency is not equipped with the right scripts or process for stopping cancelations, this situation can be overwhelming, and your agents are unlikely to save those customers.


Here are some of the things you should focus on, in order to build a process for stopping an insurance cancellation:

  • Get the cancellation into the best hands

When someone calls to cancel, the first thing your agency should do is get that call into the hands of the best person for the job. Not everybody has equal talents in this area, and while everybody can be trained, you really want the best person handling this delicate situation. This person should have an empathetic ear and work quickly to solve problems. This might include quoting someone over the phone, or listening and educating them.


  • Believe you can stop the cancellation 

Much of the time when trying to stop a cancellation, we can get stuck with things like short rates, and other trip ups. Maybe the client already paid, and doesn’t want to pay again. You need to divorce yourself from the idea that you can’t stop a cancellation in its tracks, and instead focus on ways to get the customer back on the hook, and interested in what you have to offer.


  • Deeply understand the “why”

When someone calls to cancel, it’s important to understand exactly why they want to leave. Was it service, was it price? All of this information should be documented, to help strengthen your team, by showing metrics into what’s really going on. 

At the end of the day, if somebody doesn’t feel cared about when they leave, they certainly aren’t going to want to come back. And while building processes from scratch might seem like a big haul, the good news is that we have you covered. We have this process and many more in the Agency Process Pack section of our store.


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