Page 24 - Sales and Operations Handbook for Managers.pdf

CUSTOMER

REFUND

Purpose
Customer refund refers to the process of a customer requesting a
refund transaction.

Applicability
Policies: No refund or voids can be done after the customer has left the
office since coverage was afforded (including policies done by phone).
Monthly Payments: Only payment errors (paid twice, paid to the

wrong carrier) can be voided and the funds should then be applied to
the correct carrier.
Endorsements: Generally no refunds or voids can be done after the
customer has left the office since coverage was afforded (including

endorsements done by phone).

Prerequisites
Understanding of TurboRater and Insurance Pro

Limited Lines License or higher

Responsibilities
Sales Agent- receives an acceptable refund and relays to customer

refund has been processed.
DSM- in charge of processing, investigating, and approving acceptable
refund requests.
Accounting- in charge of processing refunds and sending checks to

customers.
CPA- in charge of confirming funds from the carrier have been
received.