Objection Handling
Customer says: It's too expensive. How should an advisor respond?
I understand price is important, and with TD you get added value through our all-risk home coverage, Auto Claim Centers, dedicated adjusters, and 24/7 Claims support—giving you confidence and protection when you need it most.
Empathy - Value - Guide with confidence
Why acknowledge emotions before explaining value
Which residential policies are extended water damage mandatory
For Homeowner, Secondary Home, Secondary Property, Mobile Home, Secondary Mobile Home, and Rented Home: endorsement is mandatory when eligible
What is required for new submission
New Policy Submission
Provide the Term (annual) premium (including taxes, if applicable) and monthly payments
Customer says: I don't need it. How should an advisor respond?
I completely understand. Many customers initially feel they don't need it, but they often find value in exploring their options and ensuring they're getting the right coverage at a competitive price
Customer says: Your quote is higher than I expected
How will an advisor respond ? Sympathy vs empathy
Sympathy: I'm sorry the price is so high.
Empathy: I can understand why price is a concern. Let's review the coverage and value included in the quote
Which residential policies are extended water damage not mandatory
For all other coverable: endorsement is optional when eligible, examples: Secondary Condo, Rented Condo, Vacant Condo, primary condo, tenants etc.
What is required when binding a new policy
Binding a New Policy
Customer says: I Don't Have Time Right Now . How should an advisor respond?
I know time is incredibly valuable and I want to save you time in the future. Since I already have all your details here, I can quickly complete that quote. How much time do you have?
Customer says: I've had a bad experience with insurance before
How will an advisor respond ? Sympathy vs empathy
Sympathy: That's unfortunate. I'm sorry that happened to you
Empathy: I can see why that would make you cautious. Can you tell me a little more about what happened?
Is extended water damage applicable to new construction
Not available on New Construction
What is required when you are modifying a policy and renewal
Modification and Renewal
Provide the Term (annual) premium and next Monthly Installment amount and date (including taxes, if applicable).
Customer says: I Need to Talk to my Spouse First. How should an advisor respond?
I totally get that. What questions do you suspect your spouse will have that I can help answer now?
Customer says: I'm frustrated with this situation
How will an advisor respond ? Sympathy vs empathy
Sympathy: I'm sorry you're frustrated
Empathy: I can understand why you'd feel frustrated. Let me see what I can do to help
How to offer extended water damage when mandatory
Why is providing accurate payment information important
Correct billing – Prevents missed payments, returned payments, or policy cancellations.
Avoids fees and delays – Reduces the risk of NSF charges and payment processing issues.
Maintains coverage – Helps ensure insurance coverage remains active without interruption.
Protects the customer – Ensures payments are applied correctly and account details remain up to date.
Creates a better customer experience – Reduces the need for follow-up calls and resolves issues proactively
Customer says: I Will Think About It . How should an advisor respond?
Absolutely, I understand you'd like some time to think about it. Just so I can help, is there anything in particular you're still considering or any questions I can answer for you
Customer says: I'm frustrated with this situation
How will an advisor respond ? Sympathy vs empathy
Sympathy: That's okay, take your time
Empathy: Absolutely. What would you like to think through so I can make sure you have the information you need?
How to offer extended water damage when not mandatory
Why do advisors fail CET for payment details
Incorrect amount provided
Incorrect dates
Missed providing the monthly payment
Missed providing subsequent payment