Why underwriters ask about it
"we test it monthly and it scored 19/20" is an underwriter-readable sentence. "It seems fine" is not.
How to fix it
- Write 15–20 questions customers really ask, with the correct answers.
- Once a month, ask the agent all of them and score it.
- Fix every miss (usually by improving the facts file) and retest the missed ones.
Evidence to keep
the question set and a dated score log.