Script Flashcards
Intro
Hi, <Prospects>?</Prospects>
Hey, it’s just <Your> calling about your request for information on the State Regulated final expense plans in <state>. I’m here to help you understand your options and answer any questions you might have.</state></Your>
Before we get started, I do need to let you know our call may be monitored or recorded, and I just want to confirm a couple details so I can get this out to you. I have your address as ______________________ and your birthday (or age) as __________. You also listed your favorite hobby/color as _____________. All correct?
And was this inquiry just for yourself or for anyone else as well?
Discovery
Now this might not be on the forefront of your mind but I want you to reflect back on
Can I ask <Prospect>, what caused you to want to get some information on final expense protection in the first place?</Prospect>
UNCOVER THE PAST
You know I talk to a lot of different people and everybody is in their own different season when it comes to insurance. Some people are just starting out and dipping their toes in the water. Others have been around the block a few times. But just so that we can get some clarity on your situation. before today, have you already been out there, looking for a policy to put in place?
YES
NO
How long have you been looking?
Have you ever had life insurance before?
Really!? Well thats kinda of a Long/Short well tell me What have you found?
Really!? So your telling me that you have never talked to a life insurance agent in 63 years?
Oh ok well thats good to know i guess when you were looking at it a couple years ago… what did you find that made you think it wasnt a good time for you then?
In your opinion what caused you to hold off
What caused you to not move forward?
All right, so before we start to build anything I would like to check in with you and see where you foundation is.
Do you have any existing policies in place?
IF Yes Uncover Objection - if they already have life insurance you found i want to think about i just want to think about it.
Have you considered saving the rest i mean why even get another policy?
But is that what you really want?
and why is that
If Yes: How much coverage does it provide? Are you looking to increase your total coverage or make sure you aren’t overpaying?
If Increase: Why do you feel like what you currently have is not enough?
Uncover the Pain
So we know that covering your final expenses is the primary goal. And to help us understand how much coverage you might need for that, have you given any thought between a traditional burial or direct cremation?
And if it’s affordable, would you like to leave any “i love you” money behind?
Speaking of those you love, who will be the person responsible for going down to the funeral home, meeting with the funeral director, and making all the decisions associated with your funeral?
Ahh, it seems important to you that your <person> doesn’t have to come out of pocket and pay for anything. Why is it important for you to put something in place to protect him/her/them? (empathitic tone))</person>
This is something people easily ignore
Reframe
Consequence
Let’s just pretend for a moment that nothing was ever put in place… maybe you meant to, but life got busy, you kept pushing the decision off. Then one day, you passed away — no protection, no plan. What would your family do then?
Credibility
By the way, my name again is [Your Name], and just to keep everything transparent, the State Department of Insurance does require me to provide you with my National Producer Number. You can use that anytime to verify my credentials directly on the Department of Insurance website.”
“Do you happen to have a pen and paper handy so you can jot that down?” (pause)
“And while you’re grabbing that, I’m also going to text you a copy of my business card — that way you’ll have my name, number, and license info right there if you ever need to reach me.
Now my job as a licensed insurance broker in <STATE>, is to shop around with all 26 major carriers pin point who will offer you the best rate contingent on your age and your health of course. Now think about it…This way you won’t have to worry about calling all 26 of them yourself. So it’s hassle free for you. Sound good?
Most people do like it… some even prefer it… but my main concern is Why do you?
Eliminates i want to shop around objection</STATE>
Most people I work with are on a fixed income, so it’s my top priority find something comfortable and affordable. Are you on a fixed income like social security or disability? And are you receiving your funds through a direct deposite into a bank account or through a direct express card?
Education
Before we get into the health questions, it’s important to understand what type of policy makes the most sense to apply for. Do you happen to understand the difference between term and whole life, or has anyone ever explained it to you before?
Yes: That’s impressive! Just to make sure we’re on the same page, I’d love to know your understanding on the difference between the two.
No: This is a perfect place to start then, because if you don’t understand the difference, you might accidentally buy a policy that won’t even be there for your family when they need it.
The best way I can explain it to you is that term insurance is temporary, which means it only lasts for a certain amount of years and then it cancels.
<Pause>
Term insurance also provides a higher amount of coverage for a smaller monthly payment to protect things like a mortgage, or income replacement when raising a family because they only need it for a certain amount of time. Plus the price can go up over time, which can make it unaffordable. Does that make sense? Even the longest term insurance policies typically cancel by age 80 and then your family is left with nothing. <PAUSE>
So do you see why term insurance may not be the option for you? Would you mind telling me why you agree with me?
Now whole life insurance is the exact opposite. Once you’re approved, the payment can never go up, the coverage can never go down, and it can never be cancelled at any age. These are the types of policies that people get to make sure their funeral and final expenses are taken care of because it’s permanent. Does that make sense?
Do you have any questions at all about term or whole life insurance?
</PAUSE></Pause>
Uncover the need
So now that we understand what type of insurance to look for, and what you want it to take care of, the next step would be to try and figure out how much coverage you might need.
Have you ever had to plan or pay for a funeral before?
Yes: What was that experience like?
No: Wow, you’re very fortunate. Do you know anyone who’s had to go through that?
Alright, so now that we’ve got a good idea of what kind of coverage makes sense and what you’d want it to take care of, the next step is just figuring out how much coverage you might actually need.”
“Let me ask you — have you ever had to plan or pay for a funeral before?”
If yes:
“Yeah… what was that experience like for you?”
If no:
“Wow — you’re lucky. That’s a tough thing to go through. Do you know anyone who’s ever had to deal with all of that?”
Earlier you shared with me that you wanted a <traditional burial / cremation>. Do you have any idea how much that is costing in your area?
Luckily I have access to a database that gives me up to date pricing by state, city and even zip code and I can even compare funeral homes in your area to help give you an idea of what they are currently charging. Would you like me to look that up for you?
2 am call story
CLIENT NAME),The bottom line is, our job really doesn’t begin until you pass away, and your family has to deal with the reality of your passing.
Just take a step back and picture this for a moment, let’s pretend it’s 10 20 30 years from now. You’re in the hospital with your loved ones, and things are looking pretty bleak..
the nurse is going to walk in maybe around 2am, and she’s gonna tap (INSERT BENEFICIARY) on the shoulder, and gently says, “I’m so sorry… they’ve passed.”
She’ll extend her condolences to family, but the very next thing she’ll say is that your family has to make arrangements for your body because she needs to prepare the room for the next patient.
What do you think your (wife/husband/kids) are going to do in that moment? (Let them answer.)
Once the news is broken Most families do the same thing. Start punching numbers in there phone…. to local funeral homes—only to hear one question over and over
Ant that’s what’s your preferred payment
And if they don’t have $10,000 to $15,000 $20,000 uh oh… right? sitting in that bank account, they gonna have to scramble—taking out loans, maxing out credit cards, they might even have ta… starting a GoFundMe…. just to give you a proper farewell.
Or they can make one phone call to us, and already have the funds in place.
That way, there minds can concentrate on what really matters—honoring your life well lived, not figuring out who has a great credit score
Earlier you shared with me that you wanted a <traditional burial / cremation>. Do you have any idea how much that is costing in your area?
Luckily I have access to a database that gives me up to date pricing by state, city and even zip code and I can even compare funeral homes in your area to help give you an idea of what they are currently charging. Would you like me to look that up for you?
Underwriting
Now that we know how much coverage you need, it’s time to figure out which carrier will be the best fit based on your current health.
Do you use any form of nicotine?
What is your height & weight on a good day?
Diagnosed with diabetes?
(If yes, currently taking insulin or metformin. If Insulin, what age did that start. What was the last a1c reading?)
If yes to diabetes, any complications including neuropathy, retinopathy, diabetic coma,or amputations? Any nerve blocker meds such as gabapentin or lyrica?
Any history of heart attacks, strokes, seizures or cancer?
Any heart conditions like Afib - congestive heart failure - cardiomyopathy or stents
Lung disease like COPD or Emphysema (If yes- any oxygen or inhalers?)
Diagnosis of bipolar disorder or schizophrenia?
Any kidney or liver problems like Cirrhosis or Hepatitis?
Dementia, Alzheimer, or treatments for any memory loss?
AIDS , HIV, ARC or any alcohol or drug abuse history?
Any hospitalizations in the last 2 yrs?
Do you use a wheelchair or any major assistance to help get around?
Are you currently taking any medications for high blood pressure or cholesterol?
Are you currently taking any other prescribed medications?
Any Felonies in your past? When?
Amam
Based on the information you shared with me, it appears we can apply for coverage with <CARRIER>, have you ever heard of them?</CARRIER>
AMERICAN AMICABLE - Over a 100 year old Company, established in 1910. They have an ‘A’ rating on AM Best and an A+ on the BBB, which means they pay out their claims. They also have a built-in funeral concierge service that will work with your family when you pass to help them submit the claim and get them paid within 48 hours. Do you like the idea of that? Do you already have a will? This program will also help you create a will, health care directive, and power of attorney at no cost to you. Lastly, the funeral concierge will also help you set up your final wishes and work with your family to negotiate funeral service pricing with local funeral homes.
SBLI
SBLI (Savings Bank Life Insurance) - Founded in 1907, they hold an ‘A’ rating on AM Best and an A+ on the BBB, which means they pay their claims. They also tend to approve same day coverage for conditions like COPD, kidney & liver disease where other carriers make you wait 2 years. You also get a free membership to their Sequoia Funeral concierge program which provides 24/7 guidance for all steps of the funeral process, discounts on funeral services, and they help with the legal documentation needed to transport the body. Do you like the idea of this?
Transamerica
TRANSAMERICA (Express) - Over a 120 year old Company with over 10 million customers and an A rating on AM Best, which is how Life Insurance Carriers are rated. This means they pay their claims. They also have a built-in funeral concierge service that will work with your family when you pass to help them submit the claim and get them paid within 48 hours. Do you like the idea of that? Do you already have a will? This program will also help you create a will, health care directive, and power of attorney at no cost to you. Lastly, the funeral concierge will also help you set up your final wishes and work with your family to negotiate funeral service pricing with local funeral homes.
COREBRIDGE
COREBRIDGE/AIG - Founded in 1926, they have an ‘A’ rating on AM Best, which is how Life Insurance Carriers are rated. This means they pay their claims. They are one of the few companies that will offer same day coverage for people with prostate or breast cancer, but they also offer guaranteed life insurance for people who have a hard time getting it anywhere else. This means no more health questions, no questions asked. Do you like the idea of that?
Foresters
FORESTERS - Founded in 1874, so for over 150 years they are one the leaders in life insurance. They have an ‘A’ rating on AM Best which means they pay their claims. When you get a policy with Foresters, you also get some great benefits including access to LawAssure which helps you customize a free will and designate a power of attorney. And because they are a very diabetes-friendly company, they also offer a 33% savings on accu-check products needed to test blood sugar. Do you like the idea of that?
Mutual of Omaha
MUTUAL OF OMAHA - Founded in 1909, they are one of the most recognized life insurance carriers and also a Fortune 500 company worth over $45 billion. This means you won’t have to worry that your family won’t get their money when you pass.
Selecting Options
Before we look into coverage options, I want to recap that even though the goal is to completely cover <INSERT>, it’s even more important to find something comfortable and affordable, because if you can’t afford to make the monthly payment, it won’t do you or family any good anyway, right?</INSERT>
Would you mind grabbing a pen and paper so you can write down some options as we go through them?
Example: The first option I have for you will be more than enough to take care of transportation, the plot, casket, outer burial container, headstone, memorial, celebration of life and leave approx $10,000 extra for your family. If this feels a little outside of your budget, remember we can always go down and still take care of all the out of pocket funeral expenses, ok?
For $30,000 in coverage, the monthly premium is just $185/mo. Now before I give you any other options, how does that price point feel?
Client selects Option
Wonderful! And that monthly payment feels comfortable and affordable for you every month? Does it also give you the peace of mind you were looking for?
Ok, let’s start the application then and make sure we get the final approval. If it does, would you want this to go into effect right away or would it make more sense to align it with your social security?
Cool Down
Alright, we have finished the application and before we go, I want to ask how you feel?
That’s so nice to hear. Our goals are twofold: to qualify you for a plan that protects your family, and to find one that’s comfortable and affordable for your budget. Have we achieved these goals today?
Great! I’ve made several promises to you during our conversation today, and now I’m going to ask you to make two promises to me, okay?
One: If affordability ever becomes an issue, promise to reach out to me. I want to make sure we help you keep any coverage you’ve already paid for or get any available cash value back to you.
Two: While I hope I’ve earned your trust, if someone ever offers you a “better plan” and you want to speak with them, feel free… just write everything down, and don’t sign anything. Give me a call, and allow me to review it with you first. I have done my absolute best to find the best available coverage for you today, and a “better plan” simply doesn’t exist. Deal?
I’m really glad I was able to help you take care of this today. I have sent you my contact information already so you know how to reach me if you need anything at all.
