The "Prodigal Client" Returns: They Bought Direct, Now They Want Your Help. Do you save them, scold them, or bill them?

It is a scenario every insurance agent knows—and loathes.

You put in the work. You gathered the data, ran the rater, compared carriers, and presented a solid quote. Then... radio silence. You follow up, but get nothing. Eventually, you learn the truth: they took your advice, went directly to the carrier’s website (or a 1-800 number), and bound the policy themselves to "save" the commission.

They fired you before you even started.

But then, the phone rings. It’s that client."Hey, I got a letter from the carrier about an inspection," or "I’m trying to add a driver and I can’t figure out this portal."

They cut you out of the paycheck, but now they want the premium service.

In that moment, you have three knee-jerk options:

1. The Martyr: You rescue them for free, hoping they’ll "remember your kindness" next renewal. (Spoiler: They won’t. You are teaching them that your expertise is free.)
2. The Ghost: You ignore the email/call. (Satisfying, but unprofessional.)
3. The Avenger: You remind them, "You chose to buy direct, so you get to deal with direct service. Good luck." (Feels great, but burns the bridge.)

Is there a "Something Smarter" option? Yes. In fact, there are two.

The "Smarter" Move #1: The Broker of Record (BOR) Ultimatum

If the carrier allows it, this is the power move.

When they ask for help, you respond with professional confidence:> "I would love to handle that for you. However, since you purchased this policy directly, the carrier does not authorize me to access your account or speak on your behalf. If you want me to manage this service issue and your future needs, you’ll need to sign a Broker of Record letter designating me as your agent. Once that’s filed, I can take over the service work."

Why this works: It forces a choice. They either value your help enough to "hire" you officially (giving you the credit and potentially the renewal commission), or they realize that service is what they sacrificed for that lower price.

The "Smarter" Move #2: The Consultant Pivot

If a BOR isn't an option (or you don't want the risk of their policy), treat yourself like the professional you are: a consultant.

Attorneys don’t give free advice to clients who hired a different lawyer. Accountants don't fix tax returns for free that they didn't file. Why should you?

> "I understand you’re having trouble with the policy you purchased directly. Since I am not the agent of record receiving commission to service this account, I cannot handle this as part of my standard client package. However, I do offer insurance consulting for $X per hour. If you’d like to book a session, I can walk you through how to fix this."

Why this works: It establishes your value. It tells the client, "My knowledge is a product, and you have to buy it."

The "Velvet Rope" Decline

If you simply don't want the headache, the smartest move is the polite but firm education. This isn't ignoring them; it's explaining the reality of the market.

> "Unfortunately, because you bound this policy directly with the carrier, I have no legal authority to service the account. You will need to contact their customer service department directly. This is the main trade-off of bypassing an agent—you become your own service rep."

The Bottom Line

When a client bypasses you but demands your time, they aren't just being annoying—they are testing your business boundaries.

Don't work for free.

Whether you leverage a BOR, charge a consulting fee, or politely direct them to the 1-800 number they chose over you, make sure the interaction reinforces one rule: Your expertise is the most valuable asset you have. Never give it away to someone who refused to pay for it.