Free 5-point checklist
5 gaps that could be costing your agency new business
A short self-check for independent insurance agencies and brokerages. Each gap explains a common inquiry-handling problem, gives you one question to ask and one action you can take.
How to use it: work through each gap with your team and answer the self-check honestly. This checklist is about handling the inquiries you already receive. It does not promise new business or any particular result.
Download this checklist as a PDF (no signup required)
Calls nobody answers
When the phone rings during a client meeting, at lunch or after hours, a caller may hang up without leaving a message. Some will try again. Others may contact the next agency they find.
Self-check
If someone called your main number right now, would they reach a person, a useful message or nothing at all?
Action to take
Call your own number at a busy time and after hours this week. Note what a new caller hears and whether you could see that they called.
Website inquiries receiving slow responses
A website form can feel like a quiet inbox. If nobody is responsible for checking it, a new inquiry can wait hours or days for a reply.
Self-check
When your last website inquiry arrived, who saw it first, and how long did the first reply take?
Action to take
Send a test inquiry through your own website form. Check where it lands, who is notified and whether the sender gets an acknowledgment.
No clear booking or callback option
Many people want to choose a time rather than wait for a call back. If the only option is “we will be in touch,” they may not know what happens next.
Self-check
Can a new prospect book a time or request a callback without phoning during business hours?
Action to take
Add one simple next step to your website and voicemail message, such as a booking link or a callback request form.
Follow-up that stops too soon
A busy prospect may not reply to the first message. If follow-up depends on someone remembering, it can stop after one attempt. It should also stop when the person books, replies or asks you not to contact them.
Self-check
How many times does your agency follow up with a new inquiry that has not replied, and who decides when to stop?
Action to take
Write a short, agreed follow-up sequence for new inquiries, with permission to contact and clear points where messages stop.
Leads with no owner or next action
Inquiries can sit in email, voicemail and notes with nobody clearly responsible. Without an owner and a next step, it is hard to know who needs a call today.
Self-check
Could your team list every open inquiry from the past two weeks, with who owns it and what happens next?
Action to take
Choose one place to record each new inquiry, its owner and its next action. Review the list together once a week.
Fictional example
Lakeside Insurance Agency is a fictional, two-person agency used for illustration. On a busy Tuesday, a caller asks about home coverage while both staff are with clients. Nobody answers, so the caller fills in the website form instead. The form goes to a shared inbox that nobody checks until Thursday. Working through this checklist, the agency notices gaps 1, 2 and 5. It decides to add a callback request option, an automatic acknowledgment for form inquiries and a weekly review of open inquiries.
Want to see how these steps could work together for your agency?
Book my 20-minute demo (opens Calendly in a new tab)