BestLife Homeowners Insurance Sales Process A potential customer calls a BestLife office requesting a quote for homeowners insurance. A customer service representative (CSR) obtains a core set of facts from the potential customer, such as price of property, and enters this into BestLifes insurance quoting and sales system, Sales Manager.An insurance agent checks the system and sees that there is a quote to review, comes up with a quote based on the core set of facts, and communicates the quote to the potential customer. The potential customer decides if he/she wants to move forward with purchasing homeowners insurance from BestLife or not.

If the person does not accept the quote, the process is terminated. If the person accepts the quote, the agent will send an email to the credit department including pertinent customer data so that a credit check can be performed using CreditPlus system.A credit check can take up to a week turnaround. The results of the credit check are sent by the credit department in a daily report to the agent of the credit worthiness of potential customers in the pipeline, and the agent enters this data into Sales Manager and uses this information to make a determination of moving forward with providing insurance to a potential customer.

If not moving forward with granting insurance, the agent will notify the potential customer. This terminates the process. If moving forward with granting insurance, the agent authorizes a BestLife field office nearby the property to inspect it. The field office representative inspects property and enters pertinent data into the Sales Manager system. The agent uses this additional information in their decision to move forward with granting insurance or not.

If the field inspection does not check out, the agent sends a denial letter to the customer. If the inspection checks out, the agent authorizes the policy in the system and the underwriting department is notified by the agent. The underwriter will compile a policy and send it hardcopy to the customer along with the premium notice.

1. Who are the actors in this process?
2. Which actors can be considered to be the customer (or customers) in this process?
3. What value does the process deliver to its customer(s)?
4. What are the possible outcomes of this process?
5. What are your BPI/BPR suggestions regarding the BestLife homeowners insurance sales process?