The challenge

An agency wants to review more household accounts, but its cross-sell question is usually a rushed offer at the end of a service call. Customers hear an extra sales pitch. Producers have not established whether circumstances changed or whether another review would be useful.

The OnCue approach

The proposed Cross-Sell & Bundle pilot teaches producers to request permission for a brief needs check. They rehearse asking about relevant changes, identifying when a review may help, and explaining the review without assuming that more coverage or a bundle is automatically better. Managers check whether the invitation follows an identified customer need.

Research context

J.D. Power’s 2025 study found that 33% of active auto-insurance shoppers sought home/auto bundling. The denominator is active shoppers, and the figure does not establish universal savings. J.D. Power, 2025

Illustrative outcome

Hypothetical example · Not an OnCue result

Among 120 eligible customer conversations, increasing accepted account-review appointments from 18 to 30 would move the acceptance rate from 15% to 25%: 12 additional reviews. Reviews may lead to no change, a revised policy, or an additional policy; no purchase is assumed.

What to verify

Track reviews held, documented needs, and appropriate recommendations separately from additional policies sold. Define eligibility consistently before comparing periods.