Family First Leads stands behind the quality of every lead we deliver. This policy explains exactly which leads qualify for replacement, which do not, and how replacement credits are calculated and issued.
1. The 10% Replacement Allowance
Every lead order carries a replacement allowance equal to 10% of the total leads ordered. For example, an order of 100 leads includes up to 10 replacement credits. Credits are tracked per order — they do not roll over between orders and do not accumulate month to month.
- Replacement credits are consumed only by approved requests. Denied requests do not count against your allowance.
- Approved replacements are fulfilled with a comparable lead matching the same product type and geography as the original order.
- Once the 10% allowance is exhausted on an order, additional requests may be reviewed at our discretion but are not guaranteed.
- Your remaining credits are always visible in your portal under My Leads.
2. Qualifying Reasons for Replacement
Disconnected phone numbers — verified only
A lead qualifies when the consumer's phone number is genuinely disconnected, out of service, or no longer assigned. Our support team calls every disconnected-number request that is submitted to independently verify that the number is in fact disconnected before the request is approved. Requests that fail verification are denied and do not consume a credit.
Duplicate lead received within 60 days
If you receive the same consumer twice within a 60-day window, the duplicate qualifies for replacement. This applies to both Aged and Real-Time leads. Duplicates are matched on normalized phone number and, where available, email address.
Consumer is older than 85
Leads where the consumer's age exceeds 85 qualify for replacement. This applies to both Aged and Real-Time leads.
Out of geographic territory
Leads delivered outside the states or territories specified on your order qualify for replacement.
3. Not Eligible for Replacement
The following are considered normal conditions of outbound insurance sales and do not qualify:
- Unresponsive numbers and voicemail: no answers, voicemail (including Spanish-language voicemail greetings), wrong numbers, or incorrect consumer-supplied information.
- Duplicate leads received more than 60 days apart. A consumer who re-submits a form after 60 days is treated as new intent and is a valid, billable lead.
- Any OTP (SMS-verified) lead. Leads that passed one-time-passcode phone verification are confirmed reachable at the time of submission and are not replaceable.
- Consumer is not interested, cannot afford coverage, declines to quote, or does not qualify for a product.
- Leads not worked, or worked outside a reasonable contact cadence.
4. How to Submit a Request
- Open the lead in your portal under My Leads and choose Request replacement.
- Select the qualifying reason and add any supporting detail (call notes, timestamps, screenshots).
- Requests must be submitted within 7 calendar days of lead delivery. Requests submitted after that window will be denied.
- Disconnected-number requests are queued for a verification call by our support team. All other requests are reviewed by an administrator, typically within one business day.
- Approved requests issue a replacement lead automatically where inventory allows; otherwise the credit is applied to your next fulfillment.
5. Review, Denial, and Abuse
Family First Leads reserves the right to deny any request that does not meet the criteria above, and to suspend replacement privileges on accounts showing a pattern of unsupported or bad-faith requests. Every approval and denial is recorded with reviewer notes in the audit log attached to your order.
6. Contact
Questions about a replacement decision? Email support@familyfirstleads.com with the lead name, order number, and reason code.
See also our Privacy Policy, Terms of Service, and TCPA Disclosure.