Support – The Insurance Opportunity Portal

Guaranteed Connection Credit Policy

Castle Rock Insurance LLC recognizes that, in limited circumstances, a Claimed Prospect may be genuinely unreachable despite reasonable follow-up efforts. To protect agencies while maintaining Prospect quality, Castle Rock Insurance LLC may approve a credit return under the conditions below.

Important: Discounted leads, aged leads, and Prospects obtained using promotional or complimentary credits are expressly excluded from this policy and are considered final sale. These Prospects are not eligible for credit returns under any circumstances.

A credit return request may be submitted only if all of the following conditions are met:

At least five (5) business days have passed since the Prospect was claimed
A clear summary of reasonable contact attempts is provided
Contact attempts were made using the Prospect information supplied
The Prospect was genuinely unreachable and not merely delayed or unresponsive

All credit return requests must be submitted exclusively through the CRI Opportunity Portal support link. Requests submitted via direct email or any other communication channel will not be reviewed or responded to.

Requests must be submitted within ten (10) calendar days following completion of the five (5) business day waiting period. Failure to submit within this timeframe results in permanent ineligibility for a credit return.

All credit return requests are manually reviewed by Castle Rock Insurance LLC. Approval is not automatic and is granted at the sole discretion of Castle Rock Insurance LLC.

If approved, credits are returned to the Portal account for future use only. No cash refunds or payment reversals are issued. Prospect exclusivity ends immediately upon approval, and Castle Rock Insurance LLC may reassign or resell the Prospect.

Credit returns apply only to verified failure to make contact. Credits are not issued for underwriting outcomes, pricing outcomes, lack of Prospect interest, delayed responses, or partial engagement.

Leads showing any evidence of contact or engagement do not qualify. Excessive or abusive requests may result in removal of credit privileges, suspension, or termination of Portal access.

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