Lead Credit & Replacement Policy

This policy explains how prepaid CoverageRoute lead credits are used, how qualifying lead opportunities are delivered, and how eligible lead disputes are reviewed.

Prepaid lead credits

Agents and agencies purchase prepaid lead credits. One credit is generally deducted when an eligible lead is assigned through CoverageRoute. Package pricing and quantities are displayed in the partner portal at the time of purchase.

Purchases of prepaid lead credits are generally non-refundable once purchased, except where CoverageRoute expressly agrees otherwise or where a refund is required by applicable law. Approval of a lead dispute normally results in restoration of a lead credit rather than a cash refund.

Credit availability and lead delivery

Purchased lead credits are generally added to the partner’s CoverageRoute account after successful payment processing. Lead credits represent prepaid eligibility to receive future qualifying lead opportunities and do not represent leads that are immediately available at the time of purchase.

Leads are delivered as qualifying consumer requests become available and match the partner’s approved states, products, routing settings, capacity, and other applicable criteria. CoverageRoute does not guarantee that a purchased quantity of leads will be delivered within a specific number of days or weeks.

Unused prepaid lead credits remain available in the partner’s account for future eligible lead assignments and do not expire, subject to this Policy and the Agent Partner Agreement.

What a lead represents

A CoverageRoute lead represents a consumer-requested opportunity based on information submitted to CoverageRoute. A lead is not a guarantee that the consumer will answer, purchase insurance, qualify for coverage, enroll, remain enrolled, or generate a commission.

Dispute deadline

Unless CoverageRoute states otherwise in writing, a lead dispute must be submitted through the partner portal within 5 calendar days of assignment. The portal displays the applicable deadline.

Failure to submit a dispute within the applicable deadline generally makes the lead ineligible for a replacement credit.

Review process

CoverageRoute may review delivery records, consumer-submitted information, independent consumer verification responses, assignment history, duplicate indicators, and the agent’s explanation.

A consumer not answering a call or message, by itself, does not establish that a lead is invalid.

Credits

If CoverageRoute approves a dispute for credit, the normal remedy is restoration of one lead credit to the partner’s prepaid balance. Approval does not normally create a cash refund.

CoverageRoute’s system is designed to prevent more than one dispute credit from being restored for the same approved dispute.

Examples of potentially reviewable issues

Examples may include materially invalid contact information, a consumer credibly stating that they did not make the request, a qualifying duplicate lead, or another documented defect that makes the lead unusable for the purpose represented.

Approval depends on the evidence available and is not automatic.

Duplicate leads

A lead may be eligible for review as a duplicate when CoverageRoute assigns the same consumer lead to the same partner more than once within a reasonably related period and an additional lead credit was deducted.

A consumer having previously requested insurance information elsewhere, spoken with another insurance professional, received other insurance quotes, or already being known to another agent does not, by itself, make a CoverageRoute lead a duplicate or qualify it for a credit.

Non-credit situations

Examples that generally do not establish a defective lead by themselves include no answer, voicemail, inability to reach the consumer after attempted contact, consumer indecision, price objections, lack of eligibility, choosing another plan or agent, previous contact with another insurance professional, failure to close a sale, or circumstances occurring after a valid lead was delivered.

Abuse and adjustments

CoverageRoute may deny or investigate disputes that appear duplicative, misleading, abusive, or inconsistent with platform records.

CoverageRoute may correct account errors and may pause routing while a billing, quality, or compliance issue is reviewed.

Questions

Questions about a lead-credit decision may be sent to agents@getcoverageroute.com.