Insurance Lead Replacement Policies

Every reputable lead provider offers a replacement policy. Few agents read the policy before their first order. Here is what these policies actually cover, what they do not, and how to document a credit request so it actually gets approved.

Short answer:

Replacement policies cover defective records (disconnected numbers, hard-invalid emails, duplicate submissions, impossible fields) submitted within the review window. They do not cover unresponsiveness, lack of interest, slow-agent timing, or policy-bind outcomes. Document the defect at time of contact and submit through the support channel on the provider's published terms.

What a replacement policy is for

A replacement policy is the provider\'s commitment to credit or replace records that are genuinely defective — records the agent should never have been charged for in the first place. It is not a satisfaction guarantee, a money-back refund on unresponsive consumers, or a write-rate warranty.

The distinction matters. Providers who offer "100% replace unless you bind a policy" either lose money on bad buyers or have aggressive small-print terms. Providers who offer narrower but honestly-calibrated policies are the safer bet.

What typically qualifies for replacement

Disconnected phone numbers. Three attempts within the review window, all hitting a "number no longer in service" recording.
Hard bounces on email. The email address is not deliverable — confirmed by a soft or hard bounce from the mail server.
Duplicate records. The same consumer delivered twice within the provider\'s duplicate window.
Impossible or fraudulent data. Name fields with only numeric characters, phone numbers that cannot exist, out-of-range dates of birth, clearly bot-submitted records.
Wrong state delivery. A record delivered against a state filter the buyer explicitly excluded.

What does NOT qualify

"The consumer didn\'t answer." Non-contact is not a defect.
"The consumer said no thanks." That is a sales outcome, not a defective record.
"The lead didn\'t write." Write rate is the agent\'s job and the function of agent + carrier + timing, not lead-provider liability.
"I called three days after receipt and the number was disconnected by then." Review windows exist for a reason; a record that aged two weeks before first contact is no longer qualified for disconnect credit.
"The consumer filled it out as a joke." If the consent record is intact and the data passed capture checks, this is not a defect.

How to document a replacement request

Note the defect at time of contact. For disconnects, capture the date, time, DID dialed, and the specific disconnect recording.
For email bounces, save the bounce message.
For duplicates, cite both record IDs and delivery timestamps.
Submit within the provider\'s review window (usually 48 to 72 hours for real-time, up to 7 days for aged).
Use the provider\'s designated channel. For ClosrLeads, that is the support contact page with the specific order and record ID.

ClosrLeads replacement policy

Invalid contacts meeting the defined criteria can be submitted for replacement through the support contact page within the published review window. The policy is calibrated for defective records; it does not guarantee contact, sale, or policy-bind on every attempt. Real-time and aged inventory both carry the same replacement coverage against the defined criteria; the review windows differ.

Red flags in any provider\'s replacement policy

No published criteria. "Contact us and we\'ll see" is a non-policy.
Review windows shorter than 24 hours or longer than 14 days. Both extremes suggest the provider is either gatekeeping or offering a satisfaction guarantee they cannot afford.
Caps on replacement percentage per order (5% or less). That is a sign of low tolerance for bad records.
"Replacement only" (no credit) policies that force you to keep buying. Credit back to account is a more flexible form.
No escalation path for disputed denials.

How replacement interacts with per-policy economics

A well-run replacement workflow typically recovers 3% to 7% of spend on real-time inventory and 5% to 12% on aged. Anything higher suggests you are buying poor inventory; anything lower suggests you are not actually running the replacement workflow. Include expected replacement credit in your per-policy math if you rely on it to make the economics work.

Frequently asked questions

How fast should I submit a replacement request?

Within the provider's review window, typically 48 to 72 hours for real-time and up to 7 days for aged. Faster is better because the defect evidence is fresher.

What evidence do providers want?

Specific dial times, DIDs used, the disconnect recording or voicemail audio description, email bounce messages, and the record ID from the delivery. Generic "didn't answer" is not evidence.

Does ClosrLeads replace unresponsive leads?

No. Unresponsiveness is not a defect. The replacement policy covers defective records (disconnected numbers, bounced emails, duplicates, impossible data) submitted through support within the review window.

What percentage of records should qualify for replacement?

A healthy range is 3% to 7% of real-time spend and 5% to 12% of aged spend. Meaningfully higher suggests bad inventory; meaningfully lower suggests the workflow is not being run.

Can I dispute a denied replacement?

Yes. Reply through the same support channel with additional evidence. ClosrLeads reviews denied requests on appeal when new evidence is provided.

Does aged have a longer review window than real-time?

Generally yes, because aged is often worked across a longer cadence and defects take longer to discover. Check the provider's published terms for specifics before ordering.

Try ClosrLeads for yourself

Start with aged at $1.00 per lead or spin up real-time. TCPA consent on every record, replacement policy on invalid contacts.

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