Understanding the Direct-to-Consumer Experience

What is the direct-to-consumer experience?

The direct-to-consumer ("DTC") experience allows eligible Hatch site visitors to begin an online application process from your Hatch site.

This gives visitors a convenient way to take action when they are ready to purchase a policy, while still keeping the experience connected to you and your Hatch site.

Starting an application does not guarantee that a policy will be approved or issued. Final eligibility, approval, and policy issuance are determined through the carrier’s application and underwriting process.

How is the direct-to-consumer experience different from a regular lead form?

A regular lead form usually collects contact information so someone can follow up with the visitor.

The direct-to-consumer experience allows a visitor to go further by beginning an online application process. The visitor may provide more detailed information and continue through a carrier-supported experience instead of only submitting a request to be contacted.

Both paths are valuable, but they serve different visitor needs:

• Lead form: “I want someone to contact me."
• Calendar booking: “I want to schedule time with you.”
• Direct-to-consumer: “I am ready to begin the application process online.”

What can a visitor do in the direct-to-consumer flow?

Depending on eligibility and the available experience, a visitor may be able to:

• Begin an online application
• Enter personal and coverage-related information
• Continue through the carrier-supported application process
• Submit information for review
• Move forward without needing to speak with an agent first

The purpose of the experience is to make it easier for ready visitors to take the next step online.

Can a visitor purchase a policy directly from my Hatch site?

A visitor may be able to begin the application process from your Hatch site, but a policy is not automatically purchased or issued simply because the visitor starts the flow.

Final approval, eligibility, underwriting, and policy issuance are determined by the carrier. Hatch helps connect the visitor to the application experience, but the carrier controls the final application outcome.

Who is eligible to use the direct-to-consumer application experience?

Your Hatch website can enable the DTC feature when both of the following conditions are met:

1. You have a Navigator account (if you have successfully logged into Navigator at least once, you have a Navigator account)
2. You are eligible to write business for Banner (formerly LGA) - check HQ to see if your Banner writing number is up to date and accurate

What happens if a visitor starts an application but does not finish?

If a visitor begins the direct-to-consumer application process but does not complete it, the activity may be considered an "abandoned application".

With an abandoned application, the visitor’s information is still added to Funnel and is available for a follow-up call. For more detail, see the related articles: DTC Abandoned Application and Direct-To-Consumer (DTC) Agent FAQ.

Can the direct-to-consumer experience be turned off?

Yes, if you are eligible for DTC, then you may enable or disable the DTC feature by simply checking the "DTC enabled" checkbox located in your Agent Portal.

If you have questions about whether DTC should appear on your site, contact Hatch Support so the team can confirm the expected setup for your account.

Who should I contact with questions about direct-to-consumer activity?

Contact Hatch Support if you need help with direct-to-consumer application activity, abandoned applications, missing notifications, routing questions, licensing scenarios, or issues with the application path.

When possible, include the visitor details, approximate date and time, and a short description of what happened.