Identifying Calls Where the Lead is at Fault for the Accident
Written by Rommel Dsouza
Updated at April 25th, 2025
Table of Contents
Overview:
When determining whether to submit a lead related to an accident, it is critical to confirm the lead was not at fault. Agents must ask all required questions and actively listen for inconsistencies or red flags. Do not submit the lead if the information is unclear, incomplete, or suggests the lead was responsible for the accident.
Key Questions to Confirm the Lead Was Not at Fault:
Agents must ask the following four questions as outlined on the connector page to determine whether the accident was due to someone else's fault:
These questions must be answered clearly and confidently. If the answers suggest the lead was at fault—or if both parties were found at fault—do not submit the lead.
Description of the Accident:
"Could you briefly describe how the accident happened?"
This open-ended question helps verify the lead’s responses and gives you a chance to listen for red flags, such as:
The lead hit another vehicle and has no documentation stating they were not at fault.
The lead cannot explain what happened.
The explanation contradicts earlier responses.
If the story sounds inconsistent, unclear, or points to the lead being at fault—and there’s no paperwork stating that they are not at fault—do not submit the lead.
Examples of Scenarios Where You Should NOT Submit the Lead:
Scenario 1: Unclear Fault, No Documentation
Details: The lead does not remember how the accident happened, has no police or insurance report confirming he was not at fault , but states that the other party was at fault
Action: Do not submit. Recommend they gather more details and arrange a callback.
Scenario 2: Lead Hit Another Vehicle, No Report
Details: The lead rear-ended another car but says it wasn’t their fault. No report or insurance finding is available.
Action: Do not submit
Scenario 3: Ticket for Being at Fault
Details: The lead was issued a ticket that states they were at fault for the accident.
Action: This disqualifies the lead. Do not submit.
Scenario 4: Both Parties at Fault
Details: The lead was a driver and says both they and the other driver were found at fault.
Action: Leads where fault is shared are not eligible. Do not submit.
Scenario 5: Lead Not Driving, Their Driver at Fault
Details: The lead was a passenger and confirms that the driver of their vehicle was at fault.
Action: Do not submit.
Final Notes:
Only submit leads when the answers to all key questions support that the lead was not at fault.
If the lead is missing info, unclear, or unsure, offer to follow up after they gather the needed documents or speak with their insurance provider.
Always listen closely to the lead’s description of the accident—this is your last chance to spot disqualifying details.