Agent says
This is (your name) with the Life Insurance Department on a recorded line. Are you calling for life insurance or final expense coverage?
✓ Yes / Quote
Great! I can help you find the most affordable monthly payments. Is that okay? → If yes, continue with the script.
Benefits
You do qualify for a death benefit up to $25,000. There is a monthly payment. Would you like to go over rates and coverage options?
Free?
(If you can't overcome this then you can Hang Up) →Make sure you are taking 3/10 calls billable.
Specific carrier?
That is one of the carriers we work with. Were you looking to purchase life insurance or final expense coverage?
Customer service
You've reached the new business department. Were you looking to purchase additional coverage? → Give carrier's phone number, then disconnect.
Q1
Are we purchasing the insurance for yourself or a loved one?
Q2
What is your resident state and date of birth?
Q3
Please spell your first and last name. Re-confirm the spelling. Reintroduce yourself: "Once again, my name is (your name), I'm a licensed agent in (state), and I'll be taking care of you today!"
Q4
Is this the best callback number in case we're disconnected?
Q5
Are you able to receive text messages to that number?
Q6
What is your approximate height and weight?
Q7
Do you use any nicotine or tobacco products?
Agent asks
Do you currently have existing life insurance or final expense coverage?
✗ No
Okay. It sounds like getting coverage is very important to you. That way, God forbid something happens, your loved ones won't have to come out of pocket to cover your expenses. Does that sound about right?
Add on?
Were you looking to add on coverage or find something more affordable?
More affordable
Which company are you with? How much coverage do you have and what are you paying? When did your policy go into effect?
Q1
Are you single or married?
Q2
Are you currently working or retired?
Q3
Do you receive social security or disability?
Q4
Which state were you born in?
Q5
Most insurance companies offer lower rates if you use a bank or credit union. Do you have a valid bank account or credit union?
If no bank: No worries, what payment method do you use to pay your bills?
Transition — Agent says
The way these plans work is that there's no medical exam or blood work required. I'll just ask you a few basic health questions to determine eligibility, is that okay?
Before I continue, I need to disclose that all of your personal and health information is protected under HIPAA privacy laws, okay?
H1
Currently hospitalized, nursing home, psychiatric or correctional facility?
H2
Receiving or advised to receive home health care or hospice care?
H3
Use a wheelchair or mobility scooter, or require assistance with daily living?
H4
Lung disease, asthma, or COPD? If yes → using inhalers or oxygen?
H5
Heart attack, stroke, or blood clot? If yes → which condition & when diagnosed?
H6
Artery disease, congestive heart failure, or cardiomyopathy?
H7
Cancer, leukemia, or lymphoma? If yes → type, active?, when first diagnosed?
H8
Diabetic? If yes → on daily insulin? Any complications (neuropathy, retinopathy, amputations)?
H9
Kidney or liver conditions?
H10
Anxiety, depression, or schizophrenia?
H11
Dementia, Alzheimer's, or treatment for memory loss?
H12
Alcohol or drug abuse?
H13
Organ/tissue transplants, lupus, or HIV/AIDS?
H14
In the past 5 years: felonies, DUIs, or license suspended/revoked?
H15
Hospitalized 2+ consecutive nights in past 12 months? If yes → reason?
H16
Currently taking prescription medications? If yes → what are they prescribed for?
Transition — Agent says
These are state-approved plans designed to cover 100% of burials, cremations, or any other final expenses. Policies pay out within one day of notification. (Client name), obviously tomorrow isn't promised for any of us — when that time comes, are you planning on a burial or a cremation?
Burial
So having at least $10,000–$20,000 to cover burial costs and service is what we're looking for, correct?
Cremation
So having at least $7,000–$15,000 to cover cremation costs and service is what we're looking for, correct?
Undecided
No worries. Most people are undecided. I'm asking to ensure you have adequate coverage regardless of the option you choose.
Now, if God forbid you were to pass away tomorrow, who would you want to list as your beneficiary? (Ask for full name and benefit split if multiple.)
💜
Use these emotional questions to deepen the conversation. Choose the ones that fit naturally — no need to ask all of them. Pause after each. Respond with "I understand."
Why is protecting (him/her/them) important to you?
What would their situation look like if you didn't have coverage in place?
Would they have the funds to cover your final expenses when that time comes?
When do you feel is the best time to put this protection in place?
How would they feel knowing you've already taken care of this?
How would they feel if something happened and you could have had this in place but didn't?
Whole life policy
This is a whole life policy — it will be with you for the rest of your life. It doesn't expire regardless of age, and your monthly payments will stay locked in. Premiums never increase. Benefits never decrease. Your coverage and payments are guaranteed.
💡
Affordability rule: Keep premiums within 5–8% of their monthly income. Ask: "What is your approximate monthly income? A rough estimate is fine." Ask them to grab a pen and paper before quoting.
Quote Structure — Present Top Down
Show all 3 coverage amounts first, then all 3 premiums top down. 5-second pause before asking which they choose.
Older / Unhealthy
$15K / $11K / $7K
$10K / $7K / $5K
A1
Mailing address where you'd like your policy mailed?
A2
A good email address for you?
A3
Which bank are we using for your monthly payments? Checking or savings?
A4
Go ahead and locate your checkbook or bank statement so we can verify the account and routing number.
A5
Confirm: account #, routing #, checking/savings, and bank name. After today's initial payment, future payments draft on the (today's date) of each month. Ask if they'd prefer a different date.
A6
What is your nine-digit social security number? If they refuse: "If God forbid anything happens and (beneficiary) doesn't have the policy number, they can provide your social to the carrier to file a claim. Does that make sense?"
Close-Out Script — After Approval
Thank you again for your patience. Your application was approved!
The carrier that approved your coverage is [carrier] for a coverage amount of [face amount], and for a monthly payment of [premium]. Your coverage takes effect on [effective date], with recurring payments drafted on the [draft date] of each month. Your policy number is [policy #].
If your payment is drafted before you receive your policy paperwork, that is normal. Your policy will be mailed within 10–14 business days after the first payment processes.
If your draft date has passed and funds are still in your account, please leave them there. Payments can take 3–5 business days to fully process.
If your situation changes and the monthly payment becomes unaffordable, call me right away and I can adjust coverage so you keep protection in place.
Thank you for trusting me with this. Is there anything else I can assist you with today?