Direct-To-Consumer (DTC) Abandoned App – Hatch

When a site visitor begins a Banner Life DTC (Direct-to-Consumer) application but does not complete it, a structured follow-up process begins automatically. This guide explains what Banner AppAssist does, when Funnel re-engagement begins, and where agents can monitor progress.

What Is a DTC Abandoned Application?

A DTC application is considered “abandoned” when a prospective client starts a self-assisted online application through the Hatch DTC widget but does not complete it. The application link remains active after the prospect stops, and Banner Life begins follow-up outreach to help them complete the application.

The follow-up process is divided into two stages: Banner AppAssist handles the initial outreach window (through Day 15), then Funnel begins automated re-engagement (beginning on Day 18).

Banner AppAssist: Days 2-15:

Banner Life's dedicated internal AppAssist team handles client outreach during the initial phase. Their cadence follows business days, not calendar days. If a scheduled call falls on a weekend, it rolls to the following Monday.

Contact Day	Action
Day 2	Email & Text
Day 4	Email & Text
Day 5	Phone Call
Day 7	Email & Text
Day 10	Phone Call
Day 13	Phone Call
Day 15	Phone Call

AppAssist Call Scripting Reference:

AppAssist representatives use the following call scripting.

Call Type	Script Summary
Outgoing	"Good morning/afternoon/evening, may I speak with [Applicant Name]. I am calling from Banner Life, on behalf of [Agent Name] to complete your life insurance application. For your convenience, we are able to complete the application over the phone, and I’ll be as brief as possible, may we begin?"
Voicemail	"Good morning/afternoon/evening, this message is for [Applicant Name]. We are calling from Banner Life, on behalf of [Agent Name] to complete your life insurance application. We’re sorry we missed you. Please call us Monday-Friday from 8:30 a.m.-9 p.m. Eastern Time at 1.888.914.9115. We look forward to speaking with you and thank you for choosing Banner Life Insurance Company."
Incoming	"Thank you for calling Banner Life. This is [Representative Name]. How may I help you?"
Reschedule	Agent confirms a new date and time and reads it back to the client. Confirms which phone number to use for the callback.

AppAssist Call Center Interview Hours: Monday through Friday, 8:30 a.m. to 9 p.m. Eastern.

Direct line: 1-855-914-9115, Option 1 for Interview.

Funnel Re-Engagement: Day 18 and Beyond:

After Day 18, Banner relays the updated application status to Navigator. Navigator then broadcasts that status to Funnel, where the appropriate re-engagement workflow triggers based on the disposition:

Status	Funnel Workflow Triggered
Abandoned	Funnel Abandoned Workflow activates. Agent-framed SMS re-engagement campaign begins and continues for up to 2 years.
Disqualified	Funnel Disqualified Workflow activates. Outreach follows a separate cadence appropriate for that disposition.
Completed	No re-engagement workflow. Lead is handled through normal case management.

Status Flow:

AppAssist closes the case (Day 15 business day) → Banner updates status → Navigator receives the update (Day 18+) → Navigator broadcasts the status to Funnel → Funnel workflow triggers automatically.

State Licensing and Lead Assignment:

How a DTC lead is handled depends on whether the assigned agent is licensed in the applicant’s state at the time the application is submitted. The platform determines this automatically.

Agent License Status	What Happens
Licensed in applicant’s state	Banner allows the client to self-submit the app. Navigator allows the agent to submit the app. The lead is assigned directly to the agent.
NOT licensed in applicant’s state	The lead is created internally using the corporate SFG account (SFG0000003). The Quility writing number (QUW0000) is used in Navigator. The original agent code and Navigator case and client IDs are preserved and linked to the lead and any placed policy.

Commission Note:

Agents must be licensed in the applicant’s state at the time of application to be eligible for commissions. However, if an application is abandoned, an agent could obtain the necessary state license and start a new application with the applicant to be eligible to write the business and receive subsequent commissions.

Where Agents Can Monitor DTC Leads:

Agents have two options for monitoring the status of their DTC leads:

Platform	What Is Available?
Navigator	Available for all state-licensed DTC clients. Shows completed, abandoned, and disqualified applications. Updated by Banner after AppAssist activity concludes. Available approximately April 29, 2026.
Funnel	Available for both licensed and non-licensed DTC leads. Includes completed, abandoned, and disqualified applications. Receives status broadcasts from Navigator. Available approximately July 1, 2026.

Need More Information?

Agents can also call Banner Life directly for case-level updates. Banner's direct line is 1-855-914-9115. Have the client's name and application details available when calling.

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