This article addresses the two most common areas of agent questions around the Quility DTC platform: what happens when an application is abandoned, and how state licensing affects lead assignment and commissions.
Abandoned Applications and State Licensing:
Part 1: DTC Abandoned Applications:
What is a DTC abandoned application?
A DTC-abandoned application is created when a prospect starts a DTC online application through an agent’s Hatch site but does not complete it. The application is flagged as abandoned, and an automatic follow-up process begins on the agent’s behalf.
What happens after an application is abandoned?
Banner Life’s internal AppAssist team attempts to contact the applicant by text, email, and phone for the first 15 business days.
If no contact has been made and the application has not been completed, Banner relays the updated status to Navigator and triggers the appropriate workflow in Funnel to continue engagement attempts.
The Funnel DTC abandoned application campaign runs for up to two years from the handoff date, with messages spaced across several phases. The campaign is agent-framed, carrier-agnostic, and designed to keep the door open without pressure.
Does the agent need to do anything during the AppAssist phase?
No action is required from the agent during Days 1-15. AppAssist manages all client communication during this window. Agents can monitor status through their Banner Dashboard or by calling Banner at 1-855-914-9115.
Can I personally reach out to a client whose application was abandoned?
Yes, but be mindful that AppAssist is actively working the case during the first 15 business days. Coordinating outreach during that window may create confusion for the client.
Part 2: State Licensing and Commissions:
What happens when a DTC lead applies for coverage from a state where I am not licensed?
The lead is still created and linked to your agent code. Quility DTC creates the lead internally using the corporate SFG account (SFG0000003) and the Quility writing number (QUW0000) in Navigator. Your original agent code, case ID, and client ID are preserved so you remain connected to the lead and any policy that is placed.
Can I earn commissions on a policy placed in a state where I was not licensed at the time of application?
No. State insurance regulations require agents to hold an active resident or non-resident license in the state of sale at the time of application. Commissions cannot be earned or paid on policies issued in states where the writing agent is not actively licensed at that time.
What if I am licensed but not yet appointed with Banner?
If you are licensed but not appointed, Banner will retrieve your license through NIPR and initiate a just-in-time appointment process. This typically happens automatically and does not require action from the agent.
If I get licensed in a new state after a lead comes in, can I still receive commission?
Licensing must be active at the time of application. If you were not licensed when the application was submitted, commissions cannot be retroactively paid even if you obtain the license afterward.
How do I know if I am licensed in a prospect’s state?
You can check your current active licenses through NIPR (National Insurance Producer Registry).
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