Contactability - Lead Return Policy

Last Revised: May 11, 2016

Call Transfer Leads

For calls under 5 minutes in duration

  • Agents can submit returns up to 14 days after delivery and must provide a detailed explanation for the return.
  • Agents with auto rebill off, must contact customer service for returns.
  • Call returns can be submitted 7 days after being delivered and will be reviewed in order received.

For calls over 5 minutes in duration

  • Agents are not able to submit returns. They must contact customer service for assistance.

Real-time Leads

  • Can be submitted up to 14 days after delivery to agent. Agent must provide detailed explanation for return.
  • Agents with auto rebill off, must contact customer service for returns.
  • All lead returns can be submitted after 7 days of receipt.

Your account will likely be credited for any of the following reasons:

  • All numbers provided are disconnected, fax, or wrong number
  • Duplicate lead received within 30 days from Contactability
  • Lead received outside of your geography
  • Lead was from another agent or person testing the system
  • Communication barrier due to language problems.
  • Lead insured with the company the captive agent represents.
  • Lead sent in error caused by a problem with system.
  • The contact information is obviously incorrect ie. Mickey Mouse, asdf asdf, etc


A return request may not be accepted for following reasons:

  • The same lead was sent to agent by other leads source
  • If the risk was rejected due to insurance company underwriting guidelines
  • Lead already bought insurance from another agent or company
  • Agent did not add in specific filter to keep out "unwanted" leads
  • Agent did not write a policy for the lead
  • If the lead was dishonest at any point
  • Calls that are not picked up and go to voicemail and consumer leaves a voice message
  • Agent was not called back by Lead even though they left messages.
  • Split zip code customers – if a call comes in from a zip code that is located in 2 or more area codes and your profile is only set to receive calls from one of the area codes your account can still be triggered to receive those calls even if the actual area code of the customer is not within your selected area codes. Example zip code 48075 is located in area codes 248 & 313. You can still expect to receive calls from 313 even if your profile only includes area code 248, but only if the caller came in from 48075.

Additional factors taken into account:

  • Return requests received from Accounts with a low overall return request rate may be approved regardless of the return reason.
  • Return requests received from Accounts with a high overall return request acceptance rate may be approved regardless of the return reason.
  • Opportunities purchased with promo credits or rewards points may not be eligible for additional credit or replacement.
  • Accounts with a high overall return request rate may receive more scrutiny and subject to an account audit for violation of the Terms of Service.
  • Return requests received from Accounts with a high overall return request rate may be denied regardless of the return reason.