DEL Call Scripting
The goal of the calls:
Connect with the insured to complete the final delivery documents to activate the insurance. Utilize all forms of communication via phone, text and email to contact clients.
DEL Call Checklist:
Did they get the link
Resend link (confirm email)
Confirm policy details
Face amount Term
Benes
Live Call
Hello is Mr./Mrs._____ available? This is your name on a recorded line I work with (agent’s name) at SelectQuote to assist you in finalizing your life insurance policy with (carrier’s name). Congratulations, as your policy is approved! I know that protecting your loved ones is your main goal, so I am here to walk you through the final steps. This is the easy part!
If epolicy- Did you receive your email with a link to your policy?
If hard copy- Did you receive your policy in the mail?
I can go over with you what is needed to activate your life insurance.
**after answering questions, go to close**
If Yes- Epolicy: Offer to re-send link (if they can’t find it) and walk the client through the eSignature process. Educate the client on the appropriate passcode format based on a carrier.
If Yes: Hard copy- tell them to get out the policy and the delivery requirements you need to sign and complete. And give a fax number/email you can send them for faster service.
If No: Ask them when they will be able to review the policy and get a commitment
If pi No longer interested: Ensure you obtain the reason why the client opted not to take the policy.
Close:
Your policy should be placed within 24-48 hours of the carrier reviewing these completed documents. Do you have any questions for me at this time? Please feel free to call me at 888-551-7232 if you have any further questions.
Voicemails
DEL Voicemail- 1st attempt
Hello this message is for (client’s name), this is (your name) and I work with your (agent’s name) at SelectQuote. Congratulations on the approval of your life insurance policy. The last, simple, step is signing your policy to active it.
If epolicy: I would like to confirm if you received the link that was emailed to you on (list date). If so, please log in and esign the final documents to activate your life insurance- go to close
If non-epolicy: I wanted to check to see if you received the policy mailed on (list date). Embedded in the policy are a few documents needed to activate your life insurance- go to close
Close
The documents are time-sensitive so please complete ASAP so we can ensure your loved ones are getting the protection you are looking for. If there are any questions, please call me back at 888-551-7232. Thank you
DELIVERY- 2nd Attempt
Hi there! This message is for client’s name, This is y/n from SelectQuote calling today to remind you that your Life Insurance policy with (carrier’s name) has been approved! In order to finalize the coverage and protect your loved ones, please refer to the email that I sent you or give me a callback. These documents are time-sensitive, and I am here to help you get the coverage that you need! I look forward to chatting with you soon. If there are any questions, please call me back at 888-551-7232 Thank you
DELIVERY- 3rd attempts+
Hi there! This message is for [Client Name], This is [CS Name] from SelectQuote calling today to remind you that your Life Insurance policy with [Carrier Name] has been approved! I have left several messages and sent emails/texts in the past several weeks. Please give me a call back at [Direct Line]. These documents are time-sensitive, and you are currently NOT covered under this policy until they are completed! I look forward to chatting with you soon. If there are any questions, please call me back at 888-551-7232 Thank you
DELIVERY- Last chance
Hello, this message is for [client’s name]. This is (y/n) at SelectQuote Insurance calling regarding your Life Insurance policy with (carrier’s name). I have left multiple messages and sent a few texts and as of today, we still have not heard back from you. I know that getting your policy was important to you and your family/business, and it’s not too late, so please give me a call back in the next couple of days so I can assist you with the final paperwork to activate your insurance. This is the last simple step to get you covered! Please call me back at 888-551-7232. Thank you
TIPS:
Always look at the beneficiary so you are prepared and able to speak to the clients NEED for insurance
Look to see if the client is replacing coverage and then leverage this
Ex: I know your goal was to replace your existing coverage for something in a better price point…
Ex: It doesn’t look like you have any coverage as of yet, so let’s be sure to get this taken care of right away so your loved ones/business/etc. are protected.
Resend links so clients don’t have to search
Ask “is there anything I can help you with” or do you have any hesitations”?
Use specific verbiage based on approval type and if they have spoken to a specialist, refer to them by name
Ex: I know you spoke with our agent <specialist name> about the details of your policy and everything looked good, did you have any further questions?