Scroll down for a discussion on How do you ask for ss# and dl# within the General Insurance Agent Discussions.
Hello,
We've recently started purchasing internet leads. One thing I've noticed in my short experience working with these people is that many are super-cautious about ...
We've recently started purchasing internet leads. One thing I've noticed in my short experience working with these people is that many are super-cautious about giving me their drivers license and social security numbers. I can't say I blame them for being cautious given the problem with identity fraud in society but I need this information to get them an accurate quote. I assume that most other companies require this information as well.
So...for the people who immediately say "I won't give out that information over the phone" what can I say to make them feel at ease and give me the info so I can get them their quote.
AARP, state attorneys general, and numerous other have drummed into people's heads that you don't ever, EVER, give out that information over the phone. I wouldn't myself.
I think it is a waste of time trying to figure a way to get the info on the phone --a few may, but most will never do it.
Can't you turn this into a plus by saying something like "we need to get DL and SS for an accurate quote but we appreciate that you may not wish to do that over the phone, so we are willing to come to you and present quotes from the major companies right in your home."
That is assuming, of course, that your leads are local.
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Another thought: get a secure socket for your site where you can show people, with all the seals, decals and insurance against identity theft, that they can submit the information safely and online.
Last edited by Charpress : 10-23-2008 at 03:16 PM.
Reason: Automerged Doublepost
This is one reason why I do not sell over the phone or on the internet. Well, I do not sell much anyway, but when I do, it's in person. And, I'm in Austin.
I concur. I've maybe had 1 or 2 issues over the past years with anyone giving me their information. If they balk when it's time to give their social it's an easy explanation - you didn't build trust.
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I ask over two hundred people plus per year for their Social Security number over the phone, and not a single one has refused.
Are these people that are already familiar with you? I mean, have you done business with them before or do they at least already know who you are when you talk to them?
I haven't run into this, but I also don't work internet leads. If you get someone like this, why not just complete the entire application with them over the phone and leave the SS# and DL# blank, mail it to them, with a forwarding envelope to the carrier. If they balk at that, move on.
Are these people that are already familiar with you? I mean, have you done business with them before or do they at least already know who you are when you talk to them?
Yes, of course. We're at the application stage.
Occasionally someone will ask, "do I have to give it to you?" I always reply, "only if you want the insurance."
Scottinaustin has a tougher task, he needs the DL# to run an MVR, and a SS# to run credit to get an accurate quote.
I would think that if someone is just getting a phone call in response to something they saw and the first time they talk to somebody they are getting asked for SS and DL, that would be rough.
I run into the same problems with my internet leads more so with socials though. I always soften the blow of letting them know it's more of an "insurance credit check" other than a regular credit check, and let them know that other factors than their credit are pulled up from their social. I also let them know that if i don't have their dl when I run their mvr/clue report later it could pull up accidents and violations and make the quote I gave them invalid which will just cause them more time and hassle in the long run.
Let them know that by providing you the most accurate information up front they will be getting the most accurate quote and this way the premium quoted isn't going to go up later.
I ask over two hundred people plus per year for their Social Security number over the phone, and not a single one has refused.
It's all in the way you ask. If you ask like you're expecting to get it -- they'll give it.
If you don't, they won't.
I agree. I have started selling more and more Med Supps over the phone. I don't use internet leads, I cold call.
I have never had anyone refuse to give me their SSN number.
I also believe that it is the inflection in your voice and the way you ask it. If you hem and haw and say something like "I also need your SSN number" and it sounds like you think you really should not be asking for it they most likely will say no.
I use to be hesitant about asking. I would get to that part of the app and say "I need your SSN number" and without pausing I would add, "if you don't have it handy I can get that after we go through the health questions".
I think subconsciously they wanted me to know that they had it memorized and would rattle off the numbers without even thinking about it.
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Last edited by Frank Stastny : 10-23-2008 at 05:23 PM.
I agree. I have started selling more and more Med Supps over the phone. I don't use internet leads, I cold call.
I have never had anyone refuse to give me their SSN number.
I also believe that it is the inflection in your voice and the way you ask it. If you hem and haw and say something like "I also need your SSN number" and it sounds like you think you really should not be asking for it they most likely will say no.
I use to be hesitant about asking. I would get to that part of the app and say "I need your SSN number" and without pausing I would add, "if you don't have it handy I can get that after we go through the health questions".
I think subconsciously they wanted me to know that they had it memorized and would rattle off the numbers without even thinking about it.
Is this BEFORE or AFTER you offered them the Microwave??
You need the SS # so that if someone calls the home office to make changes to the policy, the company will ask questions to identify that it is the policyholder. It's for the protection of the policyholder. Otherwise, a neighbor could change the beneficiary and name themselves.
You need the DL # because, if they have a couple of DUIs, they are a high risk and will either be rated or declined. If they have accidents, or DUIs, their car insurance company raises their rates. The same is true with life and health.
Mention that ALL insurance companies ask for this information--car insurance, health insurance, life insurance.
The information is ONLY used to qualify you for the insurance and then to identify you after the policy is issued.
If they still won't give you info over the phone, which occasionally happens to every agent, just say the magic word: next (prospect).
You don't need a social security number 95% of the time for a quote. If you have a person's DOB, current address, and previous address if they've lived there less than 6 months you can get an accurate credit report without the SS. Just explain to your prospect credit scoring is part of the deal and most of the time you can get the credit score without a ss number. On occasion you may have to call back for the actual number if the system can't find the propsect. If they won't give it to you if you need it, move on.
I do need a DL number to run quotes as a couple of my companies order MVRs on the front end. I have not had any trouble getting a DL number when I inform them I will be running an MVR on the front end per company policy. IF they balk, move on.
For non-P&C agents, credit scoring is part of the deal with most major carriers (all of the ones I write with) so you have to order a credit score before quoting a policy. You can't have them fill out the social security number on a blank app and then have them send it directly to the company.
One last note. Remember to protect your customers information. You can be charged with civil and criminal penalties if a criminal gets a hold of the personal information via your office or you.
Ask your carriers who subscribes to "pre fill" from choicepoint. They are all privy to that info. at the home office and it will pull up SS, DL#'s, prior carrier and prior limits when you enter DOB and name and address.
Assuming your state laws are similar to ours.
Our telemarketer simply gets DOB, vehicles and their usage and we can supply an apples to apples comparison. Prospect has given their approval when they agree to receive the quote in our state.
Suprised some scammers haven't uncovered this unique way to steal from people....that I know of
How do you ask for ss# and dl#
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