History and Methods at PSI


	h o m e		j o b o p p o r t u n i t i e s		c o n t a c t u s

p r o f i t a b i l i t y o n c a l l

h i s t o r y a n d m e t h o d s

PSI's History

As specialists in rate integrity, we offer experience no other company can match. For the past 25 years, we've helped the biggest names in the Insurance Industry develop rate integrity programs that deliver a significant return on investment. In fact, right now we manage rate integrity programs for five of the top ten insurance carriers in the U.S.

We continue to focus completely on maximizing our Client's risk management efforts. Our time-tested skill, consistency and professionalism are ultimately what deliver a better ROI.

PSI's Proven Methods

Our proprietary methodology relies upon our proven techniques, each of which contributes to ongoing improvement of every Client's customized rate integrity program:

Our creative approach to Identifying Policy Uprate Potential
How Superior Caller Training gets results
Why we don't use Predictive Dialers
The success of our Postcard Component
Optional Rate Integrity Questionnaires
Quality control through Active Monitoring
Program fine tuning through Ongoing Client Dialogue
How our Industry Leadership improves performance

Identifying Policy Uprate Potential: a More Creative Approach

Throughout your program, PSI can conduct "scrubs" of your book of business. We use a combination of top underwriting logic and state-provided DMV Driver Lists to identify policies with the highest likelihood of rating error. This logic screens policy data for telltale signs of incorrect rating. (back to top)

Superior Caller Training

Our caller training is critical to the success of every program. For that reason, we've developed and continue to refine one of the most thorough and involving Caller Training Programs in the industry. The training of one of our Customer Care Representatives takes 4 full weeks to complete. The result for our Clients is a professional, relaxed, friendly Representative fully trained in rate pursuit. (back to top)

Predictive Dialers? Not Here.

We don't use predictive dialers for two reasons. They lead calls with "dead" airtime while the connection is made, so policyholders often hang up on them. Predictive dialers also indicate to policyholders that the call is from an unsolicited "telemarketer," which we are not.

The only customer-focused way to get through to a policyholder's home is by having Representatives dial each call by hand, which still provides all the detailed tracking, history and information of the phone call. It's just one of the ways we deliver high contact rates, low refusal rates and higher premium yields for our Clients. (back to top)

Our Postcard Component

This non-intrusive follow-up procedure is another way we raise contact rates even higher for our Clients. When the policyholder is unreachable by telephone, PSI offers Clients the option of sending a pre-approved postcard requesting that the policyholder contact PSI at his or her convenience through a dedicated toll-free number. (back to top)

Rate Integrity Questionnaires

PSI also offers Clients the option of mailing questionnaires to policyholders who are unreachable by phone. These questionnaires gather the same information vital to the success of your rate integrity program. (back to top)

Active Monitoring

To review call quality and give feedback, we encourage our Clients to monitor live conversations between PSI Representatives and their policyholders. Clients can do this remotely from any phone they choose at any location. (back to top)

Ongoing Client Dialogue

PSI Account Managers hold weekly teleconferences with their Client to discuss program effectiveness. It's an opportunity for the Account Manager to communicate results and listen to the Client, so together they can fine-tune procedures that will improve overall program performance. (back to top)

Industry Leadership

We're constantly looking for new ways to improve our gathering of policyholder information, from new database intelligence and internet-based solutions to the creation of specialized service levels within each carrier's policy base. It is an ongoing effort to develop the highest quality methods to ensure that each Client's rate integrity program can reach its maximum potential. (back to top)

Click Here to contact us about putting PSI's experience to work for your rate integrity program.