Training Guide: Accessing and Converting Protection and Business Insurance Leads
Overview
When a referral is submitted in Smartr365 for Protection, Business Insurance, or Home Insurance, a lead is generated. This guide walks you through how to locate and convert that lead into a case for further action.
Step-by-Step Process
Step 1: Access the Leads Page
Navigate to the Leads section from the left-hand menu.
At the top of the Leads page, you will see three tabs:
Mortgages
Protection
Home Insurance
Select the relevant tab based on the type of referral:
Leads for Protection or Business Insurance will appear under the Protection tab.
Leads for Home Insurance will appear under the Home Insurance tab.
Each insurance type creates its own lead even if multiple types were selected at referral stage.
Step 2: Locate and Open the Lead
Search for the client name or email in the search bar.
Once found, click the Convert button on the right-hand side of the lead.
Step 3: Assign an Adviser
A modal titled Convert to Case will appear.
Use the dropdown to select the adviser you want to assign the lead to.
Step 4: Add Notes and Set Follow-Up (Optional)
Optionally, enter a note to help track the lead's context.
Set a follow-up reminder by selecting the appropriate number of days.
Click Assign to convert the lead into a case.
Step 5: Invite the Client (Optional)
After assigning the lead, you’ll see the Invite the Client modal.
Here, you can choose to:
Send the Fact Find questions
Request identity verification
Skip optional services like credit checks or bank statements if not subscribed
Click Done to complete the conversion process.
Step 6: Access the Case
Navigate to the Cases section in the left-hand menu.
Use the filters and search bar to locate the client by name or email.
You will now see the converted case under the Protection tab (or Home Insurance tab if applicable).
Step 7: Open and Review the Case
Click View on the case row to open the full case record.
You can now begin working the case by updating the summary, completing sourcing, or progressing with the application.
Important Notes
Leads created from referrals are tagged according to the insurance type.
All insurance types are treated as individual leads even if selected together at the point of referral.
Adviser assignment and optional follow-ups help ensure timely handling of new leads.
Conversion from lead to case should be completed as part of the adviser workflow.