basics
This is the amount a client typically pays out of pocket before insurance begins paying for a covered property loss.
What is a deductible?
This tool helps estimate what it would cost to rebuild a home—not what the home would sell for.
What is an RCE (Replacement Cost Estimate)?
This coverage helps pay for damage you cause to someone else's vehicle or property.
What is Property Damage Liability?
During discovery, who is the Hero of the story?
Who is the client?
What are the six major stages of the Sales Agent Journey?
What are Account Review → Discovery → Quoting → Presenting → Binding → After the Sale?
The client asks:
"What's Coverage A?"
Explain it without saying "Dwelling Coverage."
Something like:
"It's the part of your policy designed to help rebuild the physical structure of your home if it's damaged by a covered loss."
A client says, "So my premium is basically what I pay for my insurance?"
What is yes?
True or False: The home's market value and its replacement cost should always be the same.
What is False?
This coverage generally helps repair the client's vehicle after hitting another vehicle or object.
What is Collision?
Before you can recommend a solution, you first need to understand this:
What Matters to Them?
(What are the client's needs and priorities? )
This Salesforce object serves as the sales agent's lead and starting point before the call.
What is an Account Review (AR)?
The client says:
"Zillow says my house is worth $475,000, so why are you insuring it for $390,000?"
What is market value vs. reconstruction/replacement cost?
This valuation method generally pays to replace damaged property with new property of similar kind and quality without deducting for depreciation.
What is Replacement Cost Value (RCV)?
A client says, "I've lived here for 20 years and it's never flooded, so I don't need flood insurance." What's missing from their standard homeowners policy?
What is coverage for flood?
A tree branch falls on the client's parked vehicle during a storm. Which coverage would typically respond?
What is Comprehensive / Other Than Collision?
A client says:
"Honestly, my biggest concern is that my price keeps going up."
The client tells you price is important. Give one question that helps you go deeper instead of stopping at "price."
Acceptable answers include:
Where should client interactions and contact attempts primarily be documented?
What is Chatter?
Agent:
"Roof year?"
"Heating?"
"Plumbing?"
"Any dogs?"
"Kitchen grade?"
What's wrong with this discovery approach?
What is it feels like an interrogation/data collection rather than a conversation; the agent needs context, transitions, rapport, and explanation of why they're asking?
A client asks why two nearly identical homes might have different insurance premiums. Name two factors that could contribute.
What are credit/insurance score, claims history, location, age of home, construction, protection class, coverage selections, deductible, etc.?
“My tree fell on my neighbor’s house! Am I responsible for the damage?”
What is no?
A client is injured in an accident caused by a driver who doesn't have enough insurance to cover the client's injuries. This coverage may help fill the gap.
What is Underinsured Motorist coverage?
(UM/UIM)
A client tells you:
"I've never had a claim, so honestly I don't really think much about my coverage."
Ask one deeper follow up question.
Submitting AQS simultaneously starts several pieces of the quoting process. Name two.
What are creating the intake, starting the opportunity, and sending information to the PL Rater/EzLynx for carrier returns?
The client asks:
"Why do you need to know all this stuff about my house? Can't you just quote it?"
Give your best 15-second response.
Something like:
"I could rush through it, but I want to make sure we're actually building this around your home. These details help us estimate what it would really cost to rebuild it and make sure we're comparing the right coverage—not just finding a number that looks good."
A client says, "I don't understand why I pay insurance every year when I might never use it." Explain the purpose of insurance in plain English.
What is protecting the client from a financial loss they may not be able to comfortably absorb on their own / transferring financial risk to the insurance company?
A client's kitchen has custom cabinetry, stone countertops, upgraded appliances, custom backsplash and upgraded fixtures. Why does this matter during discovery/RCE?
What is the quality/grade of the home's finishes affects estimated reconstruction cost and therefore the RCE?
A client says, "Just give me the cheapest coverage possible." What's the better sales-agent move than immediately lowering every limit and raising every deductible?
What is "digging deeper into their budget and priorities," explaining the trade-offs, and helping them make an informed coverage decision?
You've completed discovery, uncovered what matters most to the client, and gathered the information you need. Before ending the call, you should always establish this so the client knows what happens next.
What is a clear Call to Action / next step?
“I’m going to take everything we talked about, review your options, and put together my recommendation. Let’s reconnect tomorrow at 2:00 to walk through it together.”
Put these in the correct order:
Present the Plan — Discovery — Bind the Plan — Account Review — Quote — After the Sale
Account Review → Discovery → Quote → Present the Plan → Bind the Plan → After the Sale
The client says:
"I don't really care about all the coverage stuff. I just want to know if you can save me money."
ARP
"Absolutely—and price is a big reason we're having this conversation. My job is to see if we can improve that, but I also don't want to save you $20 and accidentally leave you worse off. Let me ask you a couple quick questions about what's important to you, then we can figure out what makes the most sense."