Repeat That
The caller gives their banking routing number, but a sudden line drop masks two of the middle digits.
"What is: 'I caught the first four and the last three digits perfectly—could you just read back those middle digits for me one more time so I make sure your account is protected?'"
The caller says, "I never give my Social Security Number to anyone who calls me."
"What is: 'I completely respect that caution! Since you requested this follow-up, state regulations require us to verify your SSN to securely pull your medical background instead of sending a nurse to your door. Go ahead whenever you're ready.'"
The applicant mentions they are currently living in an assisted living or nursing facility.
"What is: 'Thank you for letting me know—I'm glad you're in a place where you're well taken care of! That just helps me tailor our underwriting questions so we pick the carrier that offers you the best rate.'"
The customer asks detailed questions about your personal life, where you live, and if you have kids.
"What is: 'I appreciate you asking! I’m based right here in the office working hard for my family today, which is why I want to make sure yours is taken care of too. Moving to our next quick question...'"
The customer says, "I need to talk to my daughter/son before I make any decisions today."
What is: 'I think involving your family is wonderful! What most people do is secure the rate and approval today while we’re on the phone, and since you have a 30-day trial period, you can review the official policy documents together with her when they arrive.'"
The caller has a very heavy accent and is spelling a long medical condition you can't quite decipher.
"What is: 'I want to make sure I spell this exact condition right for our underwriting team so there are no delays—could we spell that out together letter by letter real quick?'"
The customer demands to pay via a physical paper check or invoice through the mail.
"What is: 'I wish we could do paper billing, but carriers actually discontinued paper invoices because missed mail causes policies to lapse. Automated draft ensures your rate is locked in permanently and your family is never left unprotected.'"
The customer reveals they recently lost a child or grandchild who had no life insurance.
"What is: 'My heart breaks for you hearing that. Seeing firsthand how tough that is makes it so commendable that you’re taking action today so your family never faces that hardship.'"
The caller starts debating insurance carrier ratings and financial stability metrics mid-call.
"What is: 'I love that you do your research! All the carriers we work with hold top state-regulated ratings for financial strength. Let’s get these final health details down so I can show you the top-rated option for your budget.'"
The caller states, "I want to think about it," after you present the rates.
"What is: 'I completely understand wanting to be sure! Usually when folks say that, it’s either the rate or the coverage amount. Which part of the plan are you feeling hesitant about so we can adjust it right now?'"
The customer gives three different mailing address variations because they have a P.O. Box and a physical address.
"What is: 'I want to make sure your physical policy documents reach your mailbox without any issues—which of those two addresses do you receive your official mail at?'"
The caller insists, "I need to check my bank account balance tomorrow before I let you set up payment today."
"What is: 'I understand completely! We can set the first payment date to match the exact day your funds are available, but securing the application today is what reserves your rate and locks in your approval right now.'"
The caller discloses they are currently receiving home health care visits.
"What is: 'I appreciate you being transparent about your care routine. That details essential underwriting info so I can match you with the specific carrier designed for your exact health profile today.'"
The applicant pauses to take a phone call or speak to a neighbor who just walked in.
"What is: 'No problem at all! I’ll stay right on the line while you wrap that up so we can finish locking in your approval in just two minutes when you're back.'"
An adult child joins the line midway through and defensively asks, "Who are you and what are you selling my parent?"
"What is: 'Hi there! I'm a licensed state agent helping your parent review the final expense request they submitted so we can make sure they get the most affordable rate. We were just locking in their approval.'"
The caller's adult child is yelling corrections in the background while the applicant is trying to speak.
"What is: 'It’s great having your family there to support you! To make sure I get your exact answers down on the official record, let’s go through these last couple questions directly between you and me.'"
The caller says, "Can’t you just email me the application link and I’ll fill out my bank details myself later?"
"What is: 'Because these are state-regulated plans, I'm required as your licensed representative to complete the live submission with you so we get you instantly approved on this call. It only takes about two minutes to wrap up.'"
The customer expresses deep guilt that they haven't set up coverage sooner and feel like a burden.
"What is: 'The past doesn't matter at all—what matters is that you're taking care of it right now. By the time we finish this call, that burden is completely lifted off your shoulders.'"
The caller starts complaining about another insurance company that canceled on them years ago.
"What is: 'That sounds frustrating, but that's exactly why we set up permanent whole life coverage today—so your rate never changes and your policy can never be canceled on you. Let’s finish this section...'"
The customer says, "I already have a policy with another company," to shut down the call.
"What is: 'That’s great that you're responsible! Most of our clients keep their existing plan and use us to cover recent inflation costs, or we simply check if we can get you more coverage for the exact same dollar amount today.'"
The caller changes their answer to a critical health question halfway through the section after realizing it might affect coverage.
"What is: 'I appreciate you clarifying that! Accuracy is what guarantees your claim gets paid smoothly down the road. Let’s make sure we have the exact timeline noted for that treatment.'"
The customer states they only have a Direct Express or prepaid card and refuse to give bank routing information.
"What is: 'Direct Express is great! We link directly to that card so your monthly benefit is seamlessly locked in on your deposit date every month. Go ahead and grab that card for me real quick.'"
The caller says, "I'm terminally ill and only have a few months left," during health screening.
"What is: 'Thank you for sharing something so personal with me. That’s why guaranteed-issue options exist—to ensure you can still put protection in place for your loved ones today without any medical questions.'"
The customer gets sidetracked trying to find old medical documents or prescription bottles across the house.
"What is: 'Don't worry about digging through paperwork right now! I have the carrier's electronic health lookup right in front of me, so I can handle all the heavy lifting for you. Next question...'"
The applicant becomes suspicious because the rate is lower than expected and asks, "What's the catch?"
"What is: 'I get why that sounds almost too good! The "catch" is simply that because you answered these health questions, you qualify for state-approved preferred rates instead of overpriced plans. Let’s lock this rate in today before your age or health changes.'"