Controlling if Referrals ask more Questions
When a quotation is declined the quote process is stopped. If you have Post Quote questions they are skipped - there's no point in asking more questions if you have already decided to decline the cover.
This is also true when quotes are referred. This default behaviour for refers can be change though. It might be that by asking more questions you will be able to clear the referral.
Changing if a referral asks post quote questions
There is a check box on the Advanced tab in the Scheme Settings screen. You can find this under Admin > Schemes. Then choose your scheme and click on the Advanced tab.