Insurance call vendor evaluation checklist.

1. Source and shopper expectations

• The shopper’s path is explained. I know what prompts the call, who initiates it, and whether any screening or transfer happens before my agency answers.
• The opening conversation is clear. I understand what the shopper has been told and what information my producer receives at the handoff.
• Follow-up expectations are documented. I have asked what contact permissions and supporting records are available for any follow-up my agency plans.
• The advertising message matches the opportunity. I have reviewed a representative ad or landing page and understand whether it invites a new auto quote, a comparison, or another request.
• The media source and delivery format are separate. I know which online or television sources are included in the offer and whether the shopper calls, submits details, or is handed over after screening.

2. Fit and delivery

• The markets match my agency. The written criteria identify states, relevant shopper needs, and any agreed qualification requirements.
• Staffing matches the schedule. I have confirmed answering hours, the producers who will receive calls, and the available volume controls.
• Busy periods have a plan. I know how to pause or adjust delivery and what happens to unanswered calls.
• Availability is confirmed. I have checked current inventory and identified any written delivery commitments.

3. Billing, credits, and funding

• The billable event is defined. I know the price, any duration requirement, when timing starts, and which qualification rules affect billing.
• Exceptions are addressed. The offer explains repeat callers, duplicates, wrong numbers, existing customers, and other relevant exceptions.
• The credit process is clear. I know which issues may qualify, what evidence is required, the deadline, and how decisions are communicated.
• Funding requirements are clear. I understand deposits, minimum spend, replenishment, fees, and payment terms.
• Exit terms are clear. I have reviewed cancellation, pause, and unused-balance terms.

4. Distribution and exclusivity

• The distribution promise is specific. I know whether it covers a contact record, one live connection, repeat calls, or a combination.
• Limits and time windows are stated. The offer explains permitted recipients, relevant time periods, and any later or other-product distribution.
• There is an exception process. I know how to raise a concern about distribution and which records are needed.

5. Reporting and a defined test

• Reports can be matched. I can identify the calls behind charges, durations, approved credits, and the outcomes my agency records.
• The test has boundaries. I have chosen a budget, answering schedule, review point, and follow-up window that fit the agreed minimums.
• Outcome definitions are consistent. My team will track received, answered, and billable calls separately from quotes and bound policies.
• Someone owns the review. A named person in my agency will reconcile results and raise issues within the agreed deadlines.

Before you move ahead.

Resolve unanswered questions with the provider and keep the written offer with your review. A completed checklist records the questions you have considered; it does not establish compliance, quality, or future performance.

Use the buying guide for context, the exclusivity guide to compare distribution terms, and the calculator to explore your call-spend assumptions.