Holloway Training

This is a three-day, eight-module training program built around the C.L.O.S.E. framework — the complete system we use at Holloway Insurance for every call, every customer, every time.

Each module includes instruction, real-world examples, videos, and exercises you complete directly in this portal. Your answers are saved automatically as you type.

This program is built around the C.L.O.S.E. sales framework — a complete system for how to open a conversation, discover what matters to the customer, present solutions, and close with confidence.

Before we teach you a single script or framework, you need to know why you're here. The salespeople who make it aren't necessarily the most talented — they're the ones who have a reason that's bigger than a bad day or a slow week.

High performers don't rely on motivation — they rely on commitments. Write your personal Always List. Example: I always complete my FORM before quoting. I always send the review link on every call.

On the phone, 86% of communication is through your voice — pace, pitch, pausing, energy, and warmth. Four things. All trainable.

Javan asked about family and found out the customer had a granddaughter who drives her car. He covered it in the presentation — without being asked. In Recreation she mentioned bowling and golf. He added equipment protection to her renters. She said: "I did not know that was even possible."

360 AI BCC is how we track your performance every single day. It is not optional. It is not a suggestion. Every sale, every activity, every customer interaction must be logged correctly and on time.

There are two reasons this is non-negotiable: First, it is how we verify your production to ensure you receive commissions. Second, it is how we coach you to get better. If it is not in 360 AI BCC, it did not happen as far as your performance record is concerned.

Your daily activity report must be completed every single day. This is how management tracks whether you are on pace to hit your monthly goal. Missing a day of activity logging is a red flag — it means we cannot coach you effectively or catch problems early.

Log every outbound call, every quote, every follow-up, every sale. If you worked it — log it.

Every line of business has specific rules for how premium is entered. Get this wrong and your commission may not process correctly.

Pay close attention to customers who were previously with us. Not every returning customer counts as a new sale. Entering a rewrite as a new sale is a logging error that will affect your commission and your production numbers.

Reps are not paid on added cars — with one important exception.

Every time you sell a brand new customer, you must immediately send the New Customer Onboarding through ECRM. Here is exactly how to do it:

Insurance is a licensed profession operating inside consumer-protection law. You handle three legally sensitive things at once: other people's money, other people's private information, and unsolicited contact with the public. Each has its own regulator and its own penalties.

Most compliance failures are not committed by bad people. They are committed by good producers moving fast, being helpful, and not knowing where the line was. This module shows you the line before you are standing on it with a headset on.

The TCPA does not ban calling people. It bans calling and texting them in certain ways without the right level of consent. Two variables decide whether you are safe: how you are contacting them and what they agreed to.

"Prior express written consent" is a defined legal term, not a vibe. To count it must: be in writing (e-signature or web checkbox is fine); clearly authorize marketing messages, not just "contact"; name the specific seller; include the phone number being consented; state that consent is not a condition of purchase; and be conspicuous.

Timing. Telemarketing calls only between 8:00 a.m. and 9:00 p.m. in the called party's local time — theirs, not yours. Check the area code, and remember area codes lie; people move and keep numbers.

Revocation — the rule people break by being nice. A consumer may revoke consent at any time, by any reasonable means. Verbally counts. "Take me off your list" counts. "Stop texting me" counts. When it happens: stop — do not rebut, do not "just quickly," do not pass it to another producer; acknowledge politely and end the call; log it to the internal DNC list the same day; and understand it applies across the whole agency and across channels.

The National Do Not Call Registry — scrub at least every 31 days, and retain proof. "We scrub regularly" is not a defense without records.

Our internal Do Not Call list — anyone who asks us not to contact them, regardless of source. Permanent, ours to maintain, honored immediately and never later than 30 days.

[STATE] Some states run their own registry with stricter rules. Confirm yours.

The Established Business Relationship exemption lets you call a number on the National Registry — but it is narrower than people assume: 18 months after the last purchase or payment, and only 3 months after an inquiry or application. An EBR does not override a direct request to stop calling, and it does not permit marketing texts.

Under the Gramm-Leach-Bliley Act, insurance agencies are financial institutions. What customers give us is nonpublic personal information (NPI), and we have an affirmative legal duty to protect it.

What counts as NPI: name plus any of — Social Security number, driver's license, date of birth, address, phone, email, policy or account numbers, card or bank details, medical or health information, claims history, credit or insurance score, income.

The rules, in practice:

• Least access. Open a file when you have a business reason. Curiosity about a neighbor, relative, ex, or public figure is a terminable offense, and access is logged.
• Never move NPI to personal channels — personal email, personal phone, personal cloud, notes apps, consumer messaging. Ever.
• No NPI in AI chat tools unless explicitly approved. Pasting a dec page into an unapproved chatbot is a data disclosure.
• Verify before you disclose. Pretext calls — someone posing as the insured, a spouse, a body shop, a lienholder — are real and common.
• Spouses and adult children are not automatically authorized. Check for listed insureds or written authorization.
• Lock your screen every time you stand up. Customers physically sit in both offices.
• Shred paper. Nothing with NPI goes in a regular trash can.
• No passwords, keys, tokens, or logins in shared docs, notes, or chat transcripts. Store the location and username, never the secret.

• Never sign a customer's name. Not to be helpful, not with verbal permission, not to beat a deadline. This ends careers.
• Never misrepresent coverage. Do not say "you're fully covered." Describe what the policy does and does not do.
• Never alter an application after signature.
• Never guess at underwriting or claims outcomes. "I don't know, let me find out" is a professional answer.
• Rebating — offering commission or anything of value as an inducement — is prohibited in most states. [STATE]
• Do not quote or bind outside your license. Know your lines and your states.
• Replacement. Replacing existing life or health coverage triggers disclosure and comparison requirements. Never let a customer cancel existing coverage before the new policy is confirmed in force. [STATE]

E&O claims are rarely about a policy that failed. They are about a conversation nobody wrote down. The customer remembers being told they were covered. You remember explaining the limit. Two years later, the only thing that exists is the file.

Four things that must be in every file: what you recommended; what they chose; what they declined; and when, through what channel, attributable to you.

Log the note during or right after the call, not at the end of the week. Confirm material changes in writing. Never promise an effective date you have not confirmed. If you told a customer something you later learn was wrong, correct it in writing promptly. Write every note assuming a plaintiff's attorney will read it aloud — factual, professional, no editorializing about the customer.

Stop and go to your team lead or the agency owner when:

• A prospect says they never requested contact, or asks how you got their number
• You are unsure whether a lead carries valid consent
• Someone asks to be removed from any list
• A caller wants policy information and you cannot verify who they are
• A customer asks you to backdate, adjust, or omit something
• You may have sent information to the wrong person
• You are asked to quote a line or state you are not appointed for
• Anything about the request simply feels off

Escalating costs a few minutes. Not escalating has cost agencies their appointment.

Every P&C policy from every carrier is built from the same five parts. Learn the parts and you can read any policy from any company.

Endorsements sit on top and modify any of the above. An endorsement always beats the base form where they conflict.

The dec page is the most useful document in the business. When a prospect sends their current policy, this is the page you want.

1. Named insured — exactly who is covered, and who is missing. An unlisted spouse or adult child is both a coverage gap and a service authorization problem.
2. Policy period — when they can move and when they cannot.
3. Covered property or vehicles — VINs, addresses, scheduled items.
4. Coverages and limits — line by line. This is where the gaps are.
5. Deductibles — including separate ones. Wind/hail, hurricane, and percentage deductibles are easy to miss.
6. Endorsements list — a column of form numbers people skip. Read it.
7. Discounts applied — shows what they have and what they are missing.
8. Premium — last, not first.

Split limits — written as three numbers, 25/50/25, meaning $25,000 bodily injury per person; $50,000 bodily injury per accident for everyone combined; $25,000 property damage per accident.

Combined single limit — one pool for bodily injury and property damage together. More flexible, because it does not strand money in the wrong bucket.

Per occurrence vs. aggregate — per occurrence caps a single event; aggregate caps the total for the policy term. Once the aggregate is exhausted the policy is done for the year, even with months left.

• Flat dollar — a fixed amount per claim.
• Percentage — a percent of the dwelling limit, not of the loss. On a $400,000 home, a 2% wind deductible is $8,000. That is not what the customer thinks it is. Explain it every time.
• Separate peril deductibles — wind/hail, hurricane, and earthquake often carry their own, higher deductible.

Raising a deductible lowers premium and transfers risk onto a household that may not have the cash. Ask directly: "If this happened tomorrow, could you write that check?"

• Peril — the cause of loss (fire, wind, theft).
• Named peril vs. open peril — named peril covers only what is listed; open peril covers everything except what is excluded. Open peril is broader.
• Occurrence — the triggering event. Its definition decides how many deductibles apply.
• Subrogation — the carrier's right to recover from the at-fault party after paying.
• Coinsurance — a penalty for underinsuring; carry less than required and the carrier pays less than the loss.
• Loss of use / ALE — pays to live elsewhere while a home is uninhabitable.
• Binder — temporary proof of coverage before the policy issues.
• Lienholder / mortgagee / loss payee — third parties with a financial interest who must be listed.
• Underwriting — the carrier's decision to accept, price, or decline. Not yours to promise.

An auto policy is six separate coverages sold together. Customers routinely misunderstand which one pays for what.

1. Bodily Injury Liability (BI) — pays for injuries you cause to other people: their medical bills, lost wages, pain and suffering, plus your legal defense. This is the coverage that protects everything the customer owns. Minimum limits exist to satisfy the state, not to protect a household.

2. Property Damage Liability (PD) — damage you cause to other people's property. New vehicles routinely exceed $50,000, so low PD limits are a real exposure now, not a theoretical one.

3. Medical Payments / PIP — medical expenses for you and your passengers, regardless of fault. Small limits, fast payment, no deductible.

4. Uninsured / Underinsured Motorist (UM/UIM) — pays your injuries when the at-fault driver has nothing or not enough.

5. Comprehensive — damage to their vehicle from non-collision causes: theft, fire, vandalism, hail, flood, falling objects, animal strikes. Deductible applies.

6. Collision — damage to their vehicle from impact or rollover, regardless of fault. Deductible applies.

Comp and collision together are what a lienholder requires. When a loan is paid off customers sometimes drop them — their right, but they are then self-insuring the vehicle.

• Rental reimbursement — inexpensive, and its absence is the single most common source of post-claim frustration.
• Roadside / towing — small premium, frequent use, high goodwill.
• Gap coverage — pays the difference between what is owed and what the car is worth when totaled. Critical for long loans and low down payments. Without it, a customer owes money on a car they no longer have.
• Rideshare / delivery endorsement — a personal auto policy generally excludes driving for hire. If a customer drives for any app and has not told you, they have a gap during the exact hours they are earning. Ask every customer directly.
• Custom equipment — wheels, lift kits, sound systems, wraps. Base policies limit or exclude these.

• Resident relatives are generally covered — which is why an unlisted teenage driver is both an underwriting and a coverage problem.
• Permissive users — someone borrowing with permission is usually covered at the owner's limits, and the owner's policy pays first.
• Excluded drivers — if a driver is named-excluded there is no coverage when they drive. Confirm the customer fully understands this.
• Business use — commuting is personal; hauling, delivering, or transporting for a business is not. Business use on a personal policy is a denial waiting to happen.

Ask these on every auto quote. They surface exposures a customer will never volunteer.

1. Who else lives in the household, and does anyone else ever drive these vehicles?
2. Any drivers with a permit or about to be licensed?
3. Does anyone drive for rideshare, delivery, or app-based work?
4. Is any vehicle used for business at all?
5. Are any of these financed or leased? How much is owed versus what it is worth?
6. If someone hit you and had no insurance, what would that do to your family financially?
7. If your car were in the shop two weeks, how would you get to work?
8. Any aftermarket equipment on any of these?

Practice both out loud until they are yours, not recited.

Coverage A is the anchor. Move it and B, C, and D usually move with it — which is why setting the dwelling limit correctly matters more than any other single decision on the policy.

Related traps:

• Coinsurance / insurance-to-value. Underinsuring can reduce payment on partial losses, not just total ones. Customers assume small claims are safe. They are not.
• Ordinance or law. Base policies often do not pay the extra cost to rebuild to current code. On an older home this gap is enormous — wiring, plumbing, and structural requirements all have to come up to code, and the base policy may only restore what was there.
• Extended or guaranteed replacement cost endorsements add a cushion above Coverage A. Worth offering on every home.

Coverage C looks generous until you read the special limits. These categories are typically capped far below real value — jewelry, watches and furs (especially for theft), firearms, silverware, cash and precious metals, business property in the home, and electronics used for business.

Scheduling an item removes the sub-limit, usually removes the deductible, and broadens covered perils — including mysterious disappearance.

Also confirm whether contents are ACV or replacement cost. ACV contents on a fully furnished home is a bad surprise at the worst possible moment.

• Flood. Excluded on virtually every homeowners policy — requires a separate flood policy. Being outside a mapped flood zone does not mean water cannot enter; a large share of flood claims occur outside high-risk zones. Offer it, and document the decline.
• Earth movement. Earthquake, sinkhole, landslide — typically excluded, sometimes available by endorsement.
• Wear, tear, and maintenance. Insurance covers sudden and accidental events, not deterioration. An aging roof that finally leaks is maintenance.
• Seepage over time. A slow leak over weeks is usually excluded; a pipe that bursts is usually covered. Sudden versus gradual.
• Sewer and drain backup. Commonly excluded, cheaply endorsed, frequently claimed. Offer it every time.
• Mold. Heavily limited.
• Business activity in the home. Even a small home business usually needs its own coverage.

Coverage E follows the family, not the house — it responds if the dog bites someone at the park. Ask about:

• Dogs — breed and bite history. Some breeds are restricted or excluded.
• Pools, hot tubs, trampolines — attractive nuisances that drive both underwriting and limits.
• Recreational vehicles — ATVs, golf carts, boats, and their use on and off premises.
• Rental or roommate situations — changes the policy form entirely.
• Teen drivers and social hosting — a real exposure in most households.

• Renters — contents, liability, loss of use. Inexpensive, badly under-sold, and the natural cross-sell on every auto-only young household.
• Condo — interior finishes, contents, liability, loss assessment. The association master policy decides where their responsibility starts. Always ask which master policy type applies.
• Landlord / dwelling fire — different form, includes loss of rents, excludes tenant contents.
• Vacant or seasonal — vacancy triggers exclusions on a standard form. If a customer mentions a house sitting empty, escalate.

An umbrella provides liability coverage above the limits of the underlying auto and home policies, and in some cases broader than them.

• Requires underlying limits — the carrier specifies minimum auto and home liability before an umbrella attaches. If the customer lowers underlying limits later, the umbrella can be compromised.
• Sold in millions. The first million is inexpensive relative to what it does; each additional million typically costs less than the first.
• Covers bodily injury, property damage, and often personal injury offenses the underlying policies exclude — libel, slander, false arrest, invasion of privacy.
• Follows the family worldwide, not just the house or the car.

Then let them decide, and document the decline if they pass. Per Module 4, that note is one of the most valuable things in the file.

Homeowners policies cover only small, low-horsepower boats — usually far less than customers assume. A separate boat or yacht policy covers hull, liability, medical, uninsured boater, wreck removal, and fuel spill liability.

Ask about length, horsepower, value, where it is used, where it is stored, and whether it is ever chartered or lent out.

• Motorhomes need coverage for both the vehicle and its use as a residence — contents, liability at the campsite, and emergency expense when it breaks down far from home.
• Travel trailers — liability while towing generally follows the tow vehicle, but the trailer and its contents need their own coverage.
• ATVs, UTVs, golf carts, dirt bikes — usually excluded off-premises by a homeowners policy. Very commonly uninsured, and increasingly involved in serious injury claims.
• Motorcycles — separate policy. Watch custom parts and passenger liability, both limited by default.

• Flood — separate policy, always. There is typically a waiting period before coverage takes effect, so this cannot be handled the week a storm is forecast.
• Earthquake — endorsement or standalone, with a percentage deductible.
• Scheduled personal articles — jewelry, firearms, instruments, cameras, collectibles, fine art.
• Identity restoration — inexpensive, and the claim is a service the customer genuinely cannot perform alone.
• Small business / BOP — the moment a customer mentions a side business run from home, their personal policies stop responding.
• Landlord policies — for any customer who owns rental property.