Telesales Script
***YOU NEED TO ALWAYS USE THE BENEFICIARYS NAME AND THE CLIENTS NAME THROUGHOUT THIS ENTIRE PROCESS**CALL EACH LEAD 3 TIMES IN A ROW THEN MOVE ON
Hey (Clients Name), this is _____, I’m calling regarding the form you sent in for the state- regulated life insurance programs in ____ (state). Just need to verify a few things you put down so I can get you the info & I’ll have you off the phone! You listed your age as _____ and your beneficiary as ________ is that accurate? (Wait for answer.)
Ok perfect! So, I’m the field agent assigned to your case. They have me go over your eligibility to show you everything you qualify for, and you choose if you want to proceed afterwards. Sound good?
Ok perfect, grab a pen and paper, I’m going to have you jot a few things down throughout our time together.
Do you currently have any life insurance coverage in place? NEED THEIR 'WHY'
IF YES: That’s fantastic that you’ve already started planning for final expenses. It shows great consideration for your loved ones. Final expense policies typically have smaller death benefits focusing on immediate costs like funerals, burials, and potentially medical bills, while a traditional life insurance policy/savings/or retirement can help with larger financial obligations. Consider what other financial obligations your family might face if you were no longer here, such as income replacement, mortgage payments (if still have mortgage), any debts/loans (auto, etc), any education for children/grandkids.
Would you want to ensure your loved ones could maintain their current lifestyle or achieve specific financial goals even in your absence?
Some people like to leave a legacy or a financial cushion for their family, beyond just covering immediate costs. Different policy types and coverage amounts can complement your existing coverage/portfolio and address these broader financial needs.
What do you currently have in place?
Death benefit, policy type, monthly cost?
If you are looking for additional coverage, what and/or who are you most concerned about? DIG DEEPER
IF NO: Since you don’t have any life insurance in place, what motivated you to start looking around for coverage? Write down WHY
Find out their concerns (pain points that help outweigh the value)
Since you don’t have a life insurance policy in place, who are you the most concerned about? (beneficiary)
Follow up Question:
Okay (customer name) if you were to pass away tomorrow would (beneficiary/name) be in a position to pay for your burial expenses? What would that look like?
Do you know what the typical costs are in your area for funeral expenses? Costs can vary anywhere from 5k-25k and can go even higher depending on the viewing services, memorial services, and how fancy you want to get. Costs can be lower for cremation vs burial but again everything will vary dependent on the services and fanciness.
ADDER IF THEY DON’T KNOW WHAT IT WOULD LOOK LIKE FOR BENEFICIARY: So, when you say you don’t know what that looks like for (beneficiary name), do you think they would have to take out a loan, start a gofund me, or go 15-20k in debt if something were to happen to you currently?
IF THEY DON’T KNOW:
What has you looking for life insurance?
Are you worried about funeral expenses, burial arrangements, a mortgage, or something else? If they don’t give you a why move on to the next customer.
Confirm their why:
Okay (customer name), so it sounds like you just want to cover your ________expenses, is that right?
OH, So it sounds like you realized you don’t have anything in place if something were to happen to you to make sure (beneficiary name) is taken care of and you don’t want them to be in a tough place if you were to suddenly pass away because you don’t have a life insurance policy, is that correct?
Okay (client name), This sounds really important to you. Kind of fill me in. Have you been looking for something like this for a while now, or did you start looking around recently? Was there something that prevented you from making sure you had a policy in place already for (beneficiary name) what has kind of been holding you back?
***IF YOU HAVE OBJECTIONS/REASONS WHY THEY HAVE BEEN HOLDING BACK FROM GETTING A POLICY REFER TO OBJECTIONS AS A REFERENCE POINT AND THEN COME BACK TO BELOW TO CONTINUE
Perfect. Now let me clear up something that confuses a lot of people. There’s actually a big difference between just getting a quote for life insurance and actually getting qualified for life insurance. Have you ever heard that before?
(Regardless of their answer, respond positively)
Exactly! A quote just shows you a number, but qualification is about whether the insurance company will actually approve you for that number. And that’s where I come in. You’re in luck because I’m licensed in your state and I work with over 20 top-rated carriers. So I do all the shopping around for you. My job is to find something that you qualify for and that’s affordable.
If I show you something that doesn’t fit your budget, I haven’t done my job very well—would you agree?
(light laugh here to build trust and rapport)
So before we get started, I’m going to send you over a few documents/links for your records, to verify that I am who I say I am through the National Insurance Producer Registry website. This is what allows you to identify me with the department of financial services and that allows me to go over this process with you.
(Send SMS State template)
Did you receive it? Ok awesome!!
Explain the process...
Now (client Name), I like to be very transparent & honest with all my clients, throughout the application process, they’re going to ask for 3 very sensitive yet, important pieces of information! They’re going to use your social for identity verification & to look into your medical records to verify everything you say about your health is true helping the insurer assess your overall health profile. Once we see that you’re pre-approved, we’re going to look at some numbers to see what’s going to be financially comfortable for you each month, because if you can’t afford this, I can’t give it to you. Ok?
Now, we don’t require payment upfront, we can select a date that’s comfortable for your first payment and reoccurring payments. Lastly, we’ll list (beneficiary name) as your primary beneficiary and your preferred method of payment each month, does this all make sense? Are you still willing to proceed?
(Wait for answer) IF OK, PROCEED TO QUESTIONS
I’m not comfortable providing that over the phone... can we meet in person “I just want to know how much its going to cost....”
Rebuttal: I completely understand, yet it’s not a one size fits all deal. The system won’t allow me to give you a price unless you prequalify! AND WE HAVE TO MAKE SURE IT’S SOMETHING YOU CAN AFFORD OR I CAN’T GIVE IT TO YOU!
The system won’t allow me to give you exact numbers without verifying your identity and medical records. Again, this is not a one size fits all and your medical history will allow us to see which carriers will prequalify you to give you an accurate quote based on you specifically. Would you like me to send you a link so you can view my screen and watch me enter this information directly into the carriers application process?
DOB & EMAIL
Perfect. So I can show you the most accurate and affordable options — what’s your date of birth?
And what is the best email address for you?
Employment/Financial Questions:
1. Are you currently working or retired?
2. If retired: What do you like to do for fun now that you are retired? What do you do now that you have all that spare time? Are you receiving any Social Security?
3. If disable: How much do you receive through your disability benefits monthly?
4. Any other retirement pensions? 401k/IRA/ETC
5. Do you currently have a mortgage? Monthly cost? Time remaining?
6. And on a monthly basis what would you say you are bringing in roughly?
7. After you pay your bills, buy your food, and leave money aside to enjoy yourself, what would you say you are left with or saving at the end of the month?
8. How much money would you be willing to set aside each month for a policy that can take care of (beneficiary name)?
Medical Questions:
1. In terms of your health, are you a smoker at all?
IF NO: that’s great to hear, there’s a lot of people I speak to that are smokers so that’s relieving to hear
2. Have you ever had any heart attacks, strokes, cancers?
3. Any diagnosis of diabetes?
IF YES: Are you taking insulin or metformin? Do you have any neuropathy?
4. Any kidney or liver issues?
5. Any diagnosed anxiety, depression, or PTSD?
6. Any respiratory issues like Asthma, Bronchitis, or COPD?
7. And are you prescribed any medications right now even if you are not taking them?
IF YES: Okay and what are you taking those for?
IF NO: That’s great, you sound like you are very healthy, most people read me laundry lists of medications.
Okay and were you looking to cover a traditional burial, cremation, and/or other expense?
Gotcha so I would say most people looking to cover _____expense are looking for about (give 3 values) worth of coverage, I assume we are looking for about the same?
DO NOT QUOTE ANYTHING OVER 50% OF WHAT THEY ARE SAVING PER MONTH, MAKE SURE THEY CAN AFFORD IT
Okay now these are whole life options meaning they never expire. Even if you live for another 100 years (beneficiary name) would still be able to claim it. They also have living benefits meaning if you were to become critically or terminally ill your eligible for a payout of up to 70% of the policy while you are still alive. Your policy will also accumulate cash value. And when that claim is made it’s going to be a completely TAX FREE check in the mail for (beneficiary name). Does that all make sense?
So starting at the top (highest value) if they were to approve you would only be $_____
Under that the (middle value) if they were to approve you for it would be $_______
And lastly the (lowest value) getting your foot in the door here is $_________
Now did you want to see anything higher, lower, or in between, or are one of those right for you?
IF YES: Ask exactly what they are looking for and give options
IF NO (usual): Perfect and out of those 3 if they approved you, which one feels the most comfortable for you so far?
Once they have made a decision:
Okay gotcha, the (value) for (amount)?
Alright got it, so this next process is going to take us about 5-10 minutes if we are on point. It’s real simple. We are going to send in your information to build out your personal profile using your name, contact details, social, date of birth, address, email, and so on. Then they will ask us some more in depth medical questions to build out your medical profile. Once they verify your health history and identity is accurate through the last 5-10 years of your medical and personal history we will know if the application is on track to get approved or denied with a pre-check decision. Now its not a final decision however it will give us a good idea of what we are looking at. Then we will be able to list (beneficiary name) as your beneficiary and lastly whatever funding account you plan to use to make your monthly contributions. Again you do not have to make a payment today, you can choose which day you want the policy to go into effect and which day is most comfortable for you whether that is today so you are covered as of tomorrow god forbid something were to happen to you, or in the next few weeks is fine too. Does that all make sense?
Perfect, once you get approved you’re going to get a policy packet in the mail within 7 to 10 business days and that would be a good time to look it over, give me a call in case you have any questions on it and make sure the policy is a good fit for you alright?
OPEN EAPP AND START APPLICATION PROCESS
WRITE DOWN EVERY RESPONSE IN CASE NEEDED FOR ADDITIONAL APPLICATIONS SO YOU DON’T HAVE TO ASK REPEATEDLY
1. What is the best mailing address for them to send that packet to?
2. What is the legal spelling of your first and last name?
3. And this number we are speaking on is the best number to reach you?
4. And is this a cell phone?
5. What was the best height and weight for you off the top of your head?
6. Were you born in the state of_______?
7. Okay and you are a US Citizen?
8. What is your Social?
IF OBJECT TO SOCIAL: Like I previously stated your social is used to verify your identity and pull your medical history over the last 5 to 10 years to ensure the information being provided is truthful and accurate. As we are not meeting in person and using your Identification for verification purposes, this is used to verify you are the person applying for coverage and that the information provided is accurate. Once you provide me with this information I can move forward with the qualification process.
IF STILL ON THE FENCE: If I need to send you a link for you to view me entering this information into the carriers application process I can as well.
TEXT CODE
Okay you are going to receive a text to your phone directly from the carrier to verify we are going through this process together and neither one of us is trying to apply for insurance on our own.
Let me know when you receive that and:
1. IF AMERICO/ETHOS: provide me with the 6 digit code
2. IF AETNA: at the end only
3. IF MOO, SIWL, TRANS: when you receive it will have a link on there, go ahead and click it and it should bring up a pop up blocker. If you are on a cell phone, click the close button and then it will allow you to sign with your pin # which is the last 4 of your social.
Beneficiary:
List Beneficiary details: Full Legal Name, Relationship, Date Of Birth, and Phone Number
Banking:
Now to confirm, we are applying for the (Value) in whole life coverage for (amount) per month.
Which day would you like the policy to go into affect? We can start as soon as tomorrow or choose any day between the 1st and the 28th and even one of the Wednesdays if you receive payment on one of those weeks (social security)
Okay so we have it set to go effective on________ Got it and that day is going to be fine every month going forward as well?
Alright and who are you banking with?
Okay did you open that up in __ state? Okay let me make sure the carrier partners with them.
Okay good, it looks like they do partner with (bank name) it looks like the routing number they have on file is xxxxxxxx
Alright perfect can you verify that is accurate for your location as well?
And the account number?
That was (xxxxxxx) read it back to confirm.
Got it, it should validate everything here in a second, bare with me.
FINAL TEXT CODE
1. IF AMERICO: Alright now in a second you are going to receive one more text from the carrier verifying that we are completing this application together. It’s going to be another 6 digit code just like the first one. Read that back to me when it comes in
2. IF AETNA: Alright now in a second you are going to get a 6 digit code verifying we are completing the application together, read that back to me whenever it comes in
3. IF MOO,SIWL, TRANS: And then again here in a second it will send you another link through text verifying we are completing the application together. Just like the first you will close the pop up and the sign with the last 4 of your social again. Let me know when you get that.
Alright now once you sign in on this one you’ll scroll down and it will ask if you want to sign with your finger. You can either scribble something or select NO then click the yellow box that appears and should be good to go.
Okay perfect now I'm going to finish up the application here and submit it over to the carrier and they will generate a decision for us.
They will give us one of 3 decisions:
1. Instant approval
2. Instant decline
3. Send your application to underwriting which means a human underwriter will look everything over on your records to make sure you’re able to be approved.
FINISH UP APPLICATION + SUBMIT
IF APPROVED: Alright I received the application back and I have to let you know that you are going to be stuck with me for life because I GOT YOU APPROVED! Congratulations!
IF DECLINED OR UNDERWRITING: Okay so it looks like the application got send to underwriting, like I said this means they are going to have a human underwriter look everything over and come to a decision which usually takes about 24 to 48 hours. They will also let me know if they need any additional information to verify anything so I will be in touch with you to make sure we get them over anything they may need on their end so make sure to save my number so you answer when I reach out to you over the next few days.
I want to make sure you have my number saved, like I said earlier I will be your agent for life if you want to make any adjustments, get more coverage, or if you have any questions I want you to call me. Make sure you let me know when you get your policy packet as well okay?
REFERRAL and CLOSING
Who else do you know that would benefit from having something like this in place?
What is their contact information?
And Before I let you go do you have any other questions for me?
Perfect and on a scale of 1-10 how did I do for you today?
Do you feel good about what we were able to accomplish and put in place for you here today?
I'm going to send you a text over with a quick policy summary so you also have it on your phone while you wait for the one to come in the mail so you have everything.
Alright well I’m glad I was able to help you get this taken care of today (customer Name). If you for some reason receive any more calls just let them know it’s been taken care of. This will be in place for you for a long time so don’t let anyone mess up what we put in place today, okay?
Have a great rest of your day and be sure to contact me anytime!
Voicemail Script
Don't leave VM until 2nd day of calling
Hey this is (Your Name), Licensed life agent NPN (NPN #), you recently requested some coverage information online, and I have your info ready. It's important we confirm a few quick details to get you the coverage you need. You can reach me at (PhoneNumber) — again, that’s (PhoneNumber). Call or text anytime. Talk soon.
Objections
“I didn’t fill that out...”
Rebuttal: Ok perfect, I have your age as ____ and favorite color as____! That’s not you?! Most families fill this out to cover burial expenses or leave extra money behind for a loved one. Which would you have been looking to cover? Because that’s the only way I would have your information! (wait for response) could someone else have filled this out for you?
“ Not interested anymore...”
Rebuttal: Is that due to a recent decline or affordability?
PRICE: okay so it sounds like the price is the biggest thing, it sounds like you want to make sure you have something in place for (beneficiary name) but you just cant find anything that’s comfortable and affordable for you is that right?
So if I can help you find something that fits the budget would there be anything holding you back from getting coverage in place?
SITUATION: (spouse/family member approval): Okay so it sounds like you want to this coverage but you just have to ask your (family member/spouse) before you buy it, is that right?
What aspects of the quote do you think your spouse/family member want to discuss? Are there any concerns you anticipate your spouse/family member might have in getting a policy in place to make sure (Spouse/beneficiary name) isn’t responsible for your funeral expenses?
BEEN LOOKING/GETTING CALLS ALL THE TIME: so it sounds like you have been interested in getting a policy in place but you have been overwhelmed with all of the people reaching out, is that right?
That’s a valid concern, its understandable that you are receiving multiple calls as several agents may have your information. The goal is to provide helpful information to you so you can make the best decision.
2 YEAR WAITING PERIOD: The waiting period may seem concerning, especially if there are existing health conditions. It sounds like you may be concerned about what may be the outcome if something were to happen to you during that period of time is that right?
Those who struggle to qualify for other policies due to health conditions may still get coverage with guaranteed issue policies that have a waiting period. In regard to your concerns, in most cases accidental death coverage can still cover the full death benefit during the waiting period, if death occurs outside of an accident most policies will refund the premiums paid often with interest, and once the waiting period is over you will have long term financial security for (beneficiary name). Rates increase with age and if that waiting period is concerning to you now, it would be better to secure coverage now rather than waiting until something else happens god forbid.
"I need to talk to my wife/husband before I can say yes"
I completely understand — I’d never make an important decision without talking to my spouse either. Just so I’m clear, is your spouse usually on the same page with you about these things, or are they the one who usually needs a little convincing?
They can Decide:
Makes sense. Just so you know, the rates are based on your age and health today — if we wait, they could be higher or you might not qualify at all. Why don’t we go ahead and see what you qualify for, and if your spouse has questions later, I can answer them directly. That way you’re not losing your eligibility while you wait.
They Decide Together:
Here’s what I can do — we can get your spouse on the line with us now so you both hear the same information. That way they can ask any questions and you can decide together. Are they available?
Not Available:
No problem. Let’s set a specific time for all three of us to talk so I can answer questions for both of you at once. That way you don’t have to relay anything and nothing gets lost in translation.
“My kids can pay for my burial expenses"
That’s good to know you’ve raised kids who would step up for you. That says a lot about your relationship and how you’ve taken care of them. Most of the parents I work with feel the same way — they know their kids could pay for it… they just don’t want them to have to.
If something happened tomorrow, your kids might be able to come up with $20,000, but do you want them to be figuring that out while they’re grieving… or would you rather they could just focus on remembering you and taking care of each other?
That’s why most parents opt to lock this in while it’s affordable and guaranteed — so their family never has to choose between paying bills and paying their respects. We can get this taken care of in about 10 minutes so it’s off your shoulders for good.
"I just wanted to look into it, I’m not sure I need it right now"
Totally understand — most people I help start out just looking into it. That’s actually the best time to get the facts before you make a decision. Out of curiosity, if something happened tomorrow, who would be responsible for covering your final expenses?
How would that affect them financially?
So let’s just see what you qualify for today — that way you have the information and the option. If it’s not a fit, no harm done. But at least you’ll know you locked in your best chance while you’re still eligible.
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Alternate Social Rebuttal:
I understand completely — you’ve got to be careful with your Social these days. A lot of the folks I help felt the same way at first. The insurance company uses your Social to verify your identity, confirm your eligibility, and match your records with the prescription and medical database. This is how they approve you without making you go to the doctor or do a physical. Without it, they can’t process the application. I’m a state-licensed agent, so everything I do is regulated and recorded. I never store your Social — it goes directly to the insurance company through a secure, encrypted system. This is the exact same process they’d use if you walked into a local office to apply in person. Once the policy is issued, you’ll get your policy number and welcome packet in the mail. Let’s go ahead and finish the application so you can lock in your coverage while you’re still eligible — it only takes another couple minutes.
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"I don't want to give my routing an account number"
I completely understand — these days you can’t be too careful with your information. A lot of people I help felt the exact same way before they saw how the process works.
The insurance company needs your routing and account number to set up the monthly premiums. It’s not for me personally — it’s the same as if you set up a utility bill or Social Security deposit. The payments are handled through the Federal ACH system, which is the most secure payment transfer in the country.
Also, I’m a state-licensed agent — everything I do is recorded and regulated by the Department of Insurance. I couldn’t keep my license for a single day if I mishandled anyone’s information.
Here’s what we can do — let’s complete your application so the company can give you your approval and lock in your rate. They won’t draft anything until the policy is issued, and you’ll have your welcome packet in hand first. If for any reason you change your mind in that time, you’re fully protected by the free look period
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