Burand’s Agency E&O Blog: Tip #56

Personal Lines Quote Sheets. In most agencies, CSRs base their personal lines quotes off the data gathered per their quote sheets. Two common problems exist using quote sheets. The first is many agencies’ quote sheets are inadequate. The questions are too rudimentary so key information is not gathered and important coverage options are not offered.

The second exposure is that different CSRs often use different quote sheets. The exposure is that if one CSR’s quote sheet does not ask an important question resulting in an insured not purchasing adequate coverage and another CSR’s quote sheet would have asked the appropriate question, the invariable practice standard has been violated. The plaintiff attorney would simply ask the question, “Do you mean to say that if CSR B had answered the phone when my client called, rather than CSR A, my client would have been asked a question resulting in her purchasing the right coverage?” It does not matter that the insured would not have purchased the coverage. It is best that all CSRs and producers use the same, thorough quote sheet.