The challenge

A personal-lines agency receives quote requests from people already holding a lower price. Producers rush to answer with another number. Differences in limits, deductibles, and exclusions surface late, if at all. Customers leave without understanding whether they compared equivalent protection.

The OnCue approach

The proposed pilot uses Rate-Shopper Calls practice. Producers rehearse asking what the competing quote includes, explaining relevant differences in plain language, and checking the customer’s priorities. Managers review whether producers actually established comparability before recommending a next step. The customer remains free to choose the cheaper option.

Research context

J.D. Power’s 2025 study reported that 57% of auto-insurance customers shopped in the preceding year, up from 49%. Shopping is distinct from purchasing. J.D. Power, 2025

Illustrative outcome

Hypothetical example · Not an OnCue result

Across 150 comparable quoted opportunities, moving from 30 bound policies to 36 would raise quote-to-bind conversion from 20% to 24%: six additional policies and a four-percentage-point improvement. No premium volume or commission income is assumed.

What to verify

Segment results by carrier, product, lead source, and price competitiveness. Review early cancellations so a higher initial bind rate is not mistaken for lasting improvement.