Mortgage Protection

Already got it taken care of

Yeah, I kind of figured, I was just calling to get it updated. Have you still been getting a lot of calls about this?

Yes to a lot of Calls

Ahhh I apologize, let me get that updated so they stop calling.. Which carrier did you end up getting set up with?

No Calls

Ahhh yeah they probably have us going through before they kick it back into the system, those guys will call you like 40 times a day… Let me get that updated for you.. Which carrier did you get set up with?

If they tell you carrier

Oh!... What made you decide to get set up with them?? act really shocked and confused

It’s just a little odd… most people in your situation don’t end up going that route, I’ve got your birthday here as ____, is that right?

Yeah usually there’s better options for someone in your situation.. How much was the death benefit and how much did they have you paying?

If they say something reasonable or high

Yeah that sounds a bit odd… Just so you have an idea, we’re just a big brokerage so, we have access to all the top carriers in the state.. Im not 100% sure we’ll be able to find something better, let me double check here for you though.. Move to underwriting

If they say something extremely low

• Hmmmm… How long ago did you get that set up? concerned tone

• I’m just a little concerned…. Well you’ve heard of Mutual of Omaha right? You can use any big carrier we have that they’ve probably heard of…

• Yeah most people have, they're pretty much the largest insurance company in the world… I'm just looking at it here and it looks like for a whole life policy, that the rate will never increase, benefit never go down, pay out to your family no matter what… it’s like $$$ for insert similar benefit amount… So Im just concerned because like… How could whatever company they have, give you the same coverage for half the cost of the biggest insurance company in the world and stay in business?

• You know, whatever company they got set up with does a lot of accidental coverage policies, it sounds like one of those that will just cover you due to an accident.. Did you want just accidental coverage or were you wanting something more complete?

If they don’t tell you the carrier (this is usually caused by tone)

• Oh, I apologize… I didn’t mean to offend you…

• Yeah, I can update things.. They typically just have us put something in because.. Well you might be fine, some people are.. What they started seeing a lot though was that people were getting policies that were what they were told or they were just paying more than what they needed to. So, they just like us to update it to be sure. Would it help you to double check and make sure that you aren’t paying more than what you need to? Ask carrier again and move back to top of that loop

Close the loop(already taken care of )

Yeah it sounds a bit odd… Just so you have an idea, we’re just a big brokerage so, we have access to all the top carriers in the state.. Im not 100% sure we’ll be able to find something, let me double check here for you though.. Move to underwriting

Not Interested ( Nice)

Ahhh, I kind of figured. I’m not sure why they didn’t get this updated….. Did someone come out and go over options and it was just too expensive or what ended up happening with that?

Not Interested (Aggressive)

Interject as soon as they say not interested with a pattern interrupt

I apologize, I was just calling to get it updated. Have you still been getting a lot of calls about this?

If yes ( shown options)

Goodness gracious I don’t know why they didn’t update the system, let me get that updated so they stop calling…. Was it just too expensive or what happened?

Just decided not to do it

this is almost always due to the cost, however most people feel embarrassed admitting that so we need to drive the conversation there.

That’s not a problem.. Was it just too expensive or what happened?

Not Interested( create doubt )

• How much were they quoting you?

• Huh… that sounds a little odd… Looks like I’ve got your birthday here as ____, is that right?

• Was that for like 5 million dollars in coverage or how come it was so much?

Not Interested ( closing)

• That sounds odd, were you originally looking for anything specific or just wanting to look at all the options?

• Yeah it sounds a bit odd… Just so you have an idea, we’re just a big brokerage so, we have access to all the top carriers in the state.. Im not 100% sure we’ll be able to find something, let me double check here for you though.. Move to underwriting

Call me back later

How we will respond to this will depend a little bit on where we are at in the conversation

If this comes up right after the first introductory question

Oh.. I was really just calling to update things… Was this even something you were still looking for or what ended up happening?

If they say Im still looking

Were you looking for anything specific or just wanting to look over all the options? Continue in script as normal

If this comes up after the frame

That’s not a problem, let me check my calendar here to see what I have available.. While thats pulling up just so I can get some things ready for next time, there’s a few things all the carriers will ask, for example move into underwriting questions

I never filled that out / I don’t remember doing that

Oh yeah, I apologize, it has been quite awhile.. How familiar are you with what we do?

Basically you know how everyone wants to get the best rates on their insurance?

We’re just a big brokerage, so we have access to all the top carriers in the state. So, were able to kind of shop around for you that way you’re not having to worry about calling 50 different companies… I should probably ask, what do you currently have in place to cover like your insert lead type(funeral and final expenses, replace your income, mortgage)when you pass away?

Don’t remember form( Close the loop)

If they say nothing

No worries, well.. Im not 100% sure we’ll be able to find something, let me double check here for you though.. Move to underwriting

Don’t Remember form ( closing)

If they say a work policy

Oh yeahhh, I more meant if like… ya know.. Something happened where you couldnt work for some time, ya know you got cancer, or got into a bad car accident, and then something happened…. What do you have in place like outside of work in case that happened?

No worries, well.. Im not 100% sure we’ll be able to find something, let me double check here for you though.. Move to underwriting