Call scripts that survive contact with a real prospect

24 full calls — the opening, the questions that decide the case, the close, and what to say when they push back. Written the way agents actually talk, with the compliance lines marked where a regulator dictates the wording. Bracketed words are placeholders for you to fill in.

Medicare

T65, AEP, live transfers, and the annual review — the calls where the compliance line matters as much as the pitch.

Turning 65 — first outreach

Outbound · 5–8 minutes · Booked a plan review before their Initial Enrollment Period opens.

Use when: They asked to hear from you — a mailer reply, a form fill, a seminar card — and their 65th birthday is three to six months out. This is not a cold call, and Medicare cold calls are prohibited.

You: Hi [Name], this is [Your Name] with [Agency] — you sent back a card about your Medicare options a little while ago. Did I catch you at an okay time?
Them: Yes, that’s fine.
You: We do not offer every plan available in your area. Any information we provide is limited to those plans we do offer in your area. Please contact Medicare.gov or 1-800-MEDICARE, or your local State Health Insurance Program, to get information on all of your options. (required wording — read as written)
You: The reason I’m calling now rather than in [month] is that your window to enroll opens three months before your birthday month, and the plans for that year get published about the same time. So this is the easy part — nothing is due today.
Establish the situation before anything else. Half of T65 calls turn on employer coverage, and you cannot advise until you know.
You: Can I ask a couple of things so I know what actually applies to you? Are you still working, or covered under a spouse’s plan?
Them: I’m still working, but I’m retiring in the spring.
You: Good — that changes the timeline in your favor, and it means we are not in a rush. Two more: are you taking any prescriptions regularly, and are there doctors you’d want to keep?
Them: [Lists medications and a primary care doctor.]
You: That’s what I needed. Here’s what I’d suggest: give me until [day] and I’ll run your drug list and your doctors against what’s available in [City] for [year]. Then we sit down for twenty minutes and I show you what each route actually costs you — not brochures, your numbers.
You: Are mornings or afternoons better for you? I have [day] at 10, or [day] at 2.
Them: [Picks one.]
You: Booked. Before we hang up — I’m going to send you a short form to sign that just says which types of plans we agreed to talk about. It’s a Medicare requirement, it takes thirty seconds, and it keeps the conversation to what you asked about.
Send the Scope of Appointment the same hour. An SOA chased the morning of the appointment is the most common reason a T65 appointment has to be rescheduled.

When they say…

"I already have someone helping me.": That’s good — you should have someone. Can I ask what they showed you? If they ran your prescriptions against the [year] formularies, you’re in good hands and I’ll leave you alone. If it was a plan comparison without your drug list in it, that’s the part that costs people money, and I’ll run it for you at no charge either way.
"Just mail me something.": I can, and I will if you want it — but the mailed version is the same booklet everyone gets, and it won’t have your medications in it. The twenty-minute version is the one with your numbers. Let me do both: I’ll mail the overview today, and if you want the personalized run after you read it, call me.
"I don’t want to be sold anything.": Fair. I get paid by the plan you choose, not by you, and I don’t get paid more for one over another, so my only job is to not put you somewhere your doctor doesn’t take. If the answer at the end is "stay on what you have," that’s a fine answer.

Compliance

The TPMO disclaimer above is required by CMS and must be delivered verbatim within the first minute of a sales call. Read it; do not summarize it.
CMS requires third-party marketing organizations to record sales, marketing, and enrollment calls with beneficiaries in their entirety and retain the recordings for 10 years.
A Scope of Appointment must be documented before a personal marketing appointment, and only the products named on it may be discussed. CMS requires it at least 48 hours ahead except in the narrow cases the rule carves out — walk-ins, and appointments booked inside the last 48 hours of a valid election period.

Inbound Medicare call from an ad

Inbound · 12–20 minutes · Qualified the caller and either enrolled them or set the follow-up.

Use when: They dialed your number off a TV spot, a mailer, or a search ad. They may not remember which one, and they are often expecting a government office.

You: Thanks for calling [Agency], this is [Your Name] — I’m a licensed insurance agent. Who do I have the pleasure of speaking with?
Them: [Gives name.]
You: We do not offer every plan available in your area. Any information we provide is limited to those plans we do offer in your area. Please contact Medicare.gov or 1-800-MEDICARE, or your local State Health Insurance Program, to get information on all of your options. (required wording — read as written)
Say the disclaimer before you ask a single qualifying question. It is the cheapest way to make sure it always lands inside the first minute.
You: So I point you the right direction — are you calling about Medicare for yourself, or for someone else?
Them: For me. I saw something about extra benefits.
You: Got it. I’ll tell you straight: what’s in those ads depends entirely on your zip code and whether you qualify for help with your costs, so the honest answer is "let’s look." Are you already on a Medicare plan today, or are you new to it?
Them: I’ve had [Plan] for a couple of years.
You: Then the question is whether anything better opened up in [City] for [year]. Three things and I can tell you: your zip code, the prescriptions you fill regularly, and the doctors you’d hate to lose.
Them: [Provides them.]
Run the comparison while they are on the line. A Medicare caller who has to be called back converts far worse — they will have talked to two other agents by then.
You: Here’s what I’m seeing. Your current plan covers [x]. There are [n] others available to you. Two of them keep [doctor] in network and cover all [n] of your prescriptions; one of those has a lower copay for [drug]. Want me to walk you through that one?
Them: Sure.
You: [Walk the plan.] Now — I’m not going to enroll you on the strength of me saying it’s good. Do the two of these sound different enough that you’d want to make a change?
You: If yes, we can do the enrollment right now on this call, it takes about fifteen minutes, and I’ll read you the confirmations as we go. If you’d rather sit with it, that’s completely fine — I’ll email you both side by side and call you [day].

When they say…

"Are you with Medicare?": No — and I’m glad you asked. I’m a licensed insurance agent with [Agency]. I’m not with Medicare or any government agency. If you want the government’s own comparison, that’s 1-800-MEDICARE or medicare.gov, and I’ll wait while you write it down.
"Will this cost me anything?": My help costs you nothing — the plan pays me, and it pays the same regardless of which one you pick, which is the part that matters. The plan itself may have a premium; some in [City] are zero. I’ll show you the exact number before you agree to anything.
"I want to talk to my daughter first.": Good — I’d tell my own mother the same thing. Can we get her on the line now? If not, tell me when the two of you are together and I’ll call then. I’ll email you both plans so she can read them before we talk.

Compliance

The TPMO disclaimer above is required by CMS and must be delivered verbatim within the first minute of a sales call. Read it; do not summarize it.
CMS requires third-party marketing organizations to record sales, marketing, and enrollment calls with beneficiaries in their entirety and retain the recordings for 10 years.
Identify yourself as a licensed agent and state plainly that you are not affiliated with Medicare or any government agency the moment the caller assumes otherwise.

AEP annual review — existing client

Outbound · 10–15 minutes · Reviewed the client on the year’s plans and either re-enrolled or confirmed no change.

Use when: October 15 to December 7, calling your own book. This is the call that decides your retention and most of your referrals.

You: Hi [Name], it’s [Your Name], your insurance agent. It’s that time of year — I’m calling everyone I take care of to go over what changed on your plan for [year]. Have you got ten minutes?
Them: Sure.
You: We do not offer every plan available in your area. Any information we provide is limited to those plans we do offer in your area. Please contact Medicare.gov or 1-800-MEDICARE, or your local State Health Insurance Program, to get information on all of your options. (required wording — read as written)
You: You should have gotten a booklet from [Carrier] in September — the Annual Notice of Change. Most people throw it out, which is fine, because that’s my job. I’ve already read yours.
Lead with what changed on their plan, not with alternatives. This is a service call that may become a sale, not the other way round.
You: Three things moved on your plan for [year]: [change one], [change two], and [change three]. The one that actually touches you is [change] — that’s about [$] a year different for you.
You: Before I tell you whether that’s worth changing over — has anything changed on your end? New prescriptions, new doctors, any hospital stays this year?
Them: [Answers.]
You: Okay. With that in, I looked at everything available to you in [City]. My honest read: [either "stay where you are, the alternatives are worse for your drug list" or "there’s one that saves you [$] and keeps every doctor"].
If the answer is "stay put," say so and stop selling. Telling a client not to change is the single most effective retention move on this call, and it is usually the truth.
You: Either way you don’t have to do anything today — you have until December 7. But if you want to make the change, I can do it while we’re on the phone and it’s effective January 1.
You: Last thing. If you know someone who’s turning 65 or who’s been staring at that booklet with no one to call — send them my way. I’ll review it for them the same way whether or not they end up buying anything.

When they say…

"I got a call from someone else saying my plan is going away.": Let me look right now. [Check.] Your plan is [being discontinued / still active for [year]]. If anyone tells you a plan is disappearing and the letter from the carrier hasn’t said so, that’s a sales tactic. I’ll always show you the carrier’s own notice.
"I don’t want to change anything.": Then we won’t. I’m not calling to move you — I’m calling so nothing changes on you in January without you knowing about it. The review takes ten minutes and the outcome is allowed to be "no change."
"Someone already came to my house about this.": Did they enroll you in something? [If yes:] Then let’s make sure it fits — tell me the plan name and I’ll check your prescriptions against it, and if it’s better than what I’d have put you in, I’ll tell you that.

Compliance

The TPMO disclaimer above is required by CMS and must be delivered verbatim within the first minute of a sales call. Read it; do not summarize it.
CMS requires third-party marketing organizations to record sales, marketing, and enrollment calls with beneficiaries in their entirety and retain the recordings for 10 years.
An annual review with an existing client is still a marketing call once you discuss other plans, so the disclaimer and the recording requirement both apply.

Live transfer takeover

Live transfer · 10–18 minutes · Took the call over cleanly and kept the prospect through the handoff.

Use when: A call center is handing you a warm Medicare prospect. The first thirty seconds decide whether they stay on the line — they have already told their story once and are ready to be annoyed.

Take the transfer with the qualifier still on the line if the vendor allows it. A three-way introduction holds far better than a cold pickup.
You: Hi [Name], this is [Your Name] — I’m the licensed agent for [City]. [Qualifier] told me you’re [age] and looking at your options for [year]. Thanks for holding.
You: We do not offer every plan available in your area. Any information we provide is limited to those plans we do offer in your area. Please contact Medicare.gov or 1-800-MEDICARE, or your local State Health Insurance Program, to get information on all of your options. (required wording — read as written)
You: I have what they wrote down, so I’m not going to make you repeat all of it. Let me read it back and you correct me: you’re in [zip], you’re on [current plan or "Original Medicare"], and you take [medications]. Right?
Them: That’s right, but they also asked about my doctor.
Reading their information back is what separates you from the previous person. It proves the handoff was real and buys you the next five minutes.
You: Good, tell me the doctor — that’s the one thing I check before anything else, because a cheaper plan your doctor doesn’t take isn’t cheaper.
Them: [Names the doctor.]
You: Give me a second while I check. [Check.] [Doctor] is in network on [n] of the plans available to you. Here are the two I’d actually put my own family on, and why.
You: [Walk both. Name the tradeoff out loud.]
You: Which of those two fits you better? And if the answer is neither, that’s useful too — tell me what’s wrong with them and I’ll keep looking.
You: If [plan] is the one, we can do the enrollment now — fifteen minutes, and I’ll tell you exactly what I’m submitting as I go. Do you have your red, white and blue Medicare card in front of you?

When they say…

"I already told the other person all this.": You did, and I have it — I’m not going to ask you again. I’m going to read it back and you just tell me if I got anything wrong. The only new question is your doctor.
"How did you get my number?": You called [the number on the ad] / you filled out [the form] on [date] and asked to have a licensed agent go over your options. That request is why we’re talking. If you’d rather we didn’t, say the word and I’ll take you off the list right now.
"I’m going to shop around.": You should. Here’s what to compare so you’re comparing the same thing: the max out of pocket, whether your doctor is in network, and what each one does to your prescriptions. Write down what I quoted you — [plan], [$] premium, [$] max out of pocket — and if someone beats it, take theirs.

Compliance

The TPMO disclaimer above is required by CMS and must be delivered verbatim within the first minute of a sales call. Read it; do not summarize it.
CMS requires third-party marketing organizations to record sales, marketing, and enrollment calls with beneficiaries in their entirety and retain the recordings for 10 years.
The disclaimer applies to you on the transferred leg even when the call center already read it. Read it again.

Medicare voicemail that gets returned

Voicemail · 20 seconds · Left a message specific enough that they call back.

Use when: Any Medicare outbound to a prospect who requested contact. Keep it under twenty-five seconds — past that, people delete rather than finish.

Name the reason and give the number twice, slowly, at the start and the end. Almost every unreturned message fails on one of those two.
You: Hi [Name], it’s [Your Name] at [Agency], [phone number]. You asked me to look at your Medicare options for [year] — I ran your zip code and there are [n] plans available to you, and two of them look worth ten minutes of your time.
You: Nothing is due and nothing is changing on you today. When you get a minute, [phone number] — that’s [phone number]. Ask for [Your Name]. Talk soon.
Do not leave plan names, premiums, or benefit details on a voicemail. A message that markets a specific plan is a marketing communication that has to carry the disclaimer, and there is no room for it in a good voicemail.

Compliance

A voicemail that names or describes a specific plan is marketing and pulls the whole disclaimer requirement onto a message no one will listen to the end of. Keep it to who you are, why you are calling, and the number.
Calling hours are 8am to 9pm in the consumer’s time zone. Scrub against the national DNC list and your own internal list before dialing, and keep the written consent record for any number reached by an autodialer or a prerecorded message.

Medicare Supplement rate increase rescue

Outbound · 8–12 minutes · Kept the client insured — re-rated them to a comparable plan or explained why staying is right.

Use when: Their Supplement premium jumped at renewal and they are angry enough to drop coverage entirely. Call before they do.

You: Hi [Name], [Your Name] with [Agency]. I saw [Carrier] raised your Supplement premium to [$] — I wanted to get ahead of it rather than have you open that letter alone.
Them: It went up almost [$]. That’s ridiculous.
You: It is a big jump, and you’re not being singled out — that’s an across-the-block increase in [state]. But it doesn’t mean you’re stuck with it.
Do not promise a move. Outside a guaranteed issue window, a Supplement change is medically underwritten and a decline leaves them exposed. Establish health first.
You: Here’s the honest picture. A Plan [G] is a Plan [G] — the benefits are set by law and identical between carriers, so the only real difference is price and how steeply that carrier raises it. Moving you is usually worth doing. The catch is that a new carrier can underwrite you.
You: So: any hospital stays, new diagnoses, or medication changes in the last two years?
Them: [Answers.]
You: [If clean:] Then you’ll likely qualify, and I can get you the same coverage for around [$]. I will not cancel anything until the new one is approved in writing — you will never have a day without coverage.
You: [If not clean:] Then I’d leave you where you are, and I want to be blunt about why: if we apply and you’re declined, you keep this plan anyway and you’ve lost nothing — but if you drop it first, you may not get another one. Your coverage is worth more than the increase.
You: Either way, let me put a note in to re-shop you every year at renewal so this doesn’t surprise you again.

When they say…

"I’ll just drop it and go without.": I understand the impulse, and I’d ask you not to. Without a Supplement, Original Medicare leaves 20% of every hospital bill on you with no cap. One event costs more than ten years of this increase. Let me look at a lower-lettered plan or a higher-deductible version before we talk about going bare.
"Just switch me to whatever is cheapest.": I can, and I might — but the cheapest one is often cheapest because it’s a new block that will raise you hardest in three years. Let me show you the two cheapest and their rate history, and you pick.
"Why didn’t you tell me before it went up?": Fair hit. Carriers file increases without telling agents ahead of time, so I find out with you — which is exactly why I’m calling the day I see it. From here I’ll re-shop you every year at renewal whether or not anything changed.

Compliance

CMS requires third-party marketing organizations to record sales, marketing, and enrollment calls with beneficiaries in their entirety and retain the recordings for 10 years.
Never advise a client to cancel existing coverage before a replacement is approved in writing. Outside a guaranteed issue window a Supplement application can be declined.

ACA & Individual Health

Open enrollment, special enrollment qualifying, and aged marketplace leads.

Open enrollment inbound

Inbound · 15–25 minutes · Enrolled the household or set the follow-up with the income documents in hand.

Use when: November 1 through January 15, on a call generated by a marketplace lead or an ad.

You: Thanks for calling [Agency], this is [Your Name], I’m a licensed health insurance agent. Are you calling about coverage for yourself or for a family?
Them: For my family. Our plan is going up again.
You: That’s most of my calls this month. Before I quote you anything, four things — they take two minutes and they decide everything: how many people need coverage, their ages, your zip code, and your best estimate of household income for [year].
Income is the whole call. An agent who quotes before establishing the subsidy is quoting a number the client will never pay, and the callback is worse than the delay.
Them: [Provides them.]
You: One thing on income — it’s your expected [year] income, not last year’s, and it includes everybody on the tax return. If it’s variable, we estimate high rather than low; owing money back at tax time is the worst outcome here and it’s avoidable.
You: Also — does anyone in the house have access to coverage through a job? Even if it’s expensive, it changes what you qualify for.
Them: [Answers.]
You: Got it. At [$] for a household of [n] in [zip], you’re looking at about [$] a month in advance tax credit. That comes off the premium before you pay it — so a plan listed at [$] costs you [$].
You: Now the part people get wrong. Are there doctors you want to keep, and prescriptions you fill every month?
Them: [Answers.]
You: Then here are three plans. [Walk them: premium after credit, deductible, max out of pocket, whether their doctor is in network, what their drugs cost.] The cheapest one drops [doctor]. That’s the tradeoff — it’s yours to make, not mine.
You: If one of those works, I can complete the application with you now. I’ll need Social Security numbers for everyone being covered and your income estimate. It takes about twenty minutes and coverage starts [date].

When they say…

"Why is it so expensive?": Because the sticker price and your price are two different numbers, and you’re looking at the sticker. Let me get your household income and I’ll tell you the real one — for a lot of families in [state] it lands under [$].
"I’d rather just do it myself on the website.": You absolutely can, and it’s the same plans at the same prices — I don’t mark anything up. What you get with me is someone who checks your doctors and drugs against each plan before you pick, and who answers the phone in March when a claim gets denied. Same price, and there’s a person attached.
"What if my income changes?": You call me and we update it. That’s the whole fix — the credit adjusts going forward. The thing to avoid is finding out at tax time, so make it a habit: any income change, call me before you call your accountant.

Compliance

A marketplace enrollment requires the consumer’s consent to your assistance and an attestation that they reviewed the application before submission. Document both.
Never estimate income for a client, and never submit an income figure they have not confirmed back to you.

Aged marketplace lead re-engagement

Follow-up · 4–7 minutes · Restarted a stalled conversation, or established there is nothing there and closed the record.

Use when: A 30 to 90 day old lead that never converted. Assume they have spoken to several agents and are tired of it.

You: Hi [Name], [Your Name] with [Agency]. You looked at health coverage back in [month] and I don’t think anyone ever finished the job with you. Did you end up getting something in place?
Them: No. I got a lot of calls and gave up.
You: I believe it. So I’ll be quick, and if the answer is no, I’ll take you off the list myself rather than pass you along. Are you covered right now, or going without?
Them: Going without.
Uncovered is the real qualifier. Everything past this is about whether there is a way in — outside open enrollment they need a qualifying event.
You: Then the only question that matters is whether you can get in right now. Open enrollment [is open until [date] / closed [date]], but certain life changes open a window any time of year. Has anything changed since [month] — lost a job or coverage, moved, married, had a baby, or an income change?
Them: [Answers.]
You: [If yes:] That gives you a 60-day window from [date], which means you have until [date]. That’s real and it closes. Ten minutes now and I can tell you what it costs.
You: [If no:] Then I’m not going to waste your time — you can’t enroll today and anyone telling you otherwise is selling you something that is not major medical. Open enrollment starts [date]. Can I call you that week? I’ll have your quote ready before I dial.

When they say…

"I already talked to six agents.": Then you don’t need a seventh pitch. Tell me the best number anyone gave you and what it covered, and I’ll tell you honestly whether I can beat it. If I can’t, go back to them — I’ll say so.
"I can’t afford it.": What were you quoted? [Listen.] That sounds like a quote without the tax credit in it. Give me your household income and household size and I’ll tell you your actual number in ninety seconds — it is frequently less than half of what people were shown.
"Take me off your list.": Done — I’m removing you now, and you won’t hear from me again. If anything changes, my number is [phone]. Have a good one.

Compliance

Calling hours are 8am to 9pm in the consumer’s time zone. Scrub against the national DNC list and your own internal list before dialing, and keep the written consent record for any number reached by an autodialer or a prerecorded message.
Honor an opt-out on the call, immediately, and record it in the internal DNC list before the next dial.

Special enrollment period qualifier

Outbound · 5–8 minutes · Established whether a genuine qualifying event exists and what proof will be needed.

Use when: Any off-season ACA conversation. Run it before quoting — a quote against a window that does not exist wastes the call and can strand the client.

You: Before I quote anything, I have to check one thing: outside of open enrollment, you can only start a plan if something specific happened. Let me run the list — it takes a minute.
You: In the last sixty days, did you lose coverage you had — a job ending, aging off a parent’s plan, losing Medicaid or CHIP?
Them: [Answers.]
You: Did you move to a different county or state? Get married, divorced, have a baby, or adopt?
Them: [Answers.]
You: Has your household income changed enough that you’d now qualify for help you didn’t before?
Them: I lost my job [date].
Pin the date. The window runs from the event, not from the call, and the difference is often the whole case.
You: Then your window runs sixty days from [date] — you have until [date]. That is a hard deadline, so let’s not sit on it.
You: You will need to prove it. For loss of coverage that’s a letter from the employer or the plan showing the date it ended — a COBRA notice works. Can you put your hands on that this week?
Them: I think so.
You: Send it to me when you find it and I’ll upload it with the application. If the document doesn’t come, the enrollment can be reversed later — that’s the one thing that actually goes wrong here, so I chase it early.

When they say…

"Can’t you just put down that I lost coverage?": No — and I’d be putting your coverage at risk if I did. Attested events get verified, and a failed verification cancels the policy retroactively, usually after you’ve used it. If you don’t have a window, I’ll get you to [date] and we enroll the day it opens.
"I need something in the meantime.": There are short-term products, and I’ll tell you what they are and what they aren’t: they are not major medical, they can decline you for what you already have, and they don’t have to cover prescriptions or maternity. If that’s an informed decision, we can talk about it. It is not a substitute.
"My COBRA is running out, does that count?": Exhausting COBRA does count. Choosing to drop it while it’s still available does not. Tell me the date your COBRA ends and I’ll set the enrollment so there’s no gap.

Compliance

Never attest to a qualifying event the consumer has not described to you, and never submit one without collecting the documentation the marketplace will request.

ACA renewal review

Service call · 8–12 minutes · Confirmed the auto-renewed plan is still the right one, or moved them before January 15.

Use when: November through mid-January, calling existing marketplace clients. Auto-renewal is where the damage happens quietly.

You: Hi [Name], [Your Name]. Your health plan renews January 1 and I don’t want it to renew into something worse without you knowing. Ten minutes?
You: Here’s what happened automatically: your [Plan] is renewing at [$] before the credit. Last year you paid [$]. The plan didn’t just get more expensive — the benchmark plan in [county] changed, which moved your credit.
The benchmark shift is the thing clients cannot see and will not forgive you for missing. Explain it once, plainly, every year.
You: Two questions before I tell you what to do. Is your [year] income still around [$]? And is anyone new on or off the household — a kid aging off, someone starting a job with benefits?
Them: [Answers.]
You: With that, here’s the picture: staying put costs [$] a month. There’s a plan at [$] that keeps [doctor] and covers your prescriptions the same way. The difference over the year is [$].
You: If we’re moving you, the deadline for a January 1 start is December 15, and January 15 is the last day to change anything at all. Do you want me to make the change, or leave it?
You: One more: if you had any claims trouble this year — a denial, a surprise bill — tell me now. That belongs in this decision more than the premium does.

When they say…

"It renewed automatically, so I’m fine.": It renewed, which isn’t the same as fine. Auto-renewal keeps you on the plan, not on the best price — and if your credit moved, the payment coming out of your account in January is different from the one you’re used to. Five minutes and you’ll know the number.
"I don’t want to change doctors.": Then we don’t. Tell me the doctors and I’ll only show you plans they’re in. If nothing beats what you have with them in network, my recommendation will be to stay.
"Just do whatever’s cheapest.": I’ll show you cheapest, but I’m not going to pick it for you blind. Cheapest usually means a higher deductible and a narrower network — if you fill [drug] every month that can cost more than the premium saves. Let me show you both totals.

Life & Final Expense

Direct-mail callbacks, mortgage protection setters, and the review that finds a gap.

Final expense direct-mail callback

Outbound · 4–6 minutes · Set an appointment, in person or on the phone, with the spouse present.

Use when: They mailed back a card asking about burial or final expense coverage. Call within 48 hours — response rate falls off a cliff after that.

You: Hi, is this [Name]? [Name], this is [Your Name] — I’m the agent for [County]. You sent in this card here about the burial insurance program, is that right?
Them: I did, yes.
Hold the card while you talk and refer to it out loud. It is the only reason the call is welcome, and mentioning it physically keeps them anchored to their own request.
You: Good — I’ve got it right here in my hand. It says you were born in [year] and you were looking at somewhere around [$] of coverage. What made you send it in?
Them: [Answers — usually a funeral they had to pay for.]
You: That’s the reason most people send these in, and I’m sorry you went through it. So you know how this goes: I come out, I go over what the programs pay and what they cost at your age, and you decide if any of it makes sense. It takes about twenty minutes and there’s no cost for me to come.
You: I’m going to be over near [landmark] on [day]. Would morning or afternoon suit you better?
Them: [Picks.]
You: Perfect. Two things so I don’t waste your time: is there a spouse or anyone who’d be part of this decision? I’d rather you both hear it once than you have to explain it to them after.
Them: [Answers.]
You: And have your medications handy — the list, or the bottles, either way. What you qualify for depends on those more than anything else, and I don’t want to quote you a number that changes.
You: That’s [day] at [time] at [address]. I’ll call you that morning to confirm I’m on my way.

When they say…

"How much is it? Just tell me on the phone.": I’d be guessing, and a guess helps neither of us. It depends on your age, your health, and how much coverage you want — for someone your age it usually runs between [$] and [$] a month. I’ll bring the exact numbers from four companies and you keep the paperwork whether you take anything or not.
"I already have insurance through my job.": Most people do, and it usually ends when the job does — which is generally before the funeral. Is yours the kind you keep if you leave? If it is, that’s great and I’ll tell you you don’t need me. Let me see the paperwork and I’ll tell you straight.
"I didn’t send anything in.": It might have been [spouse], or it may be older than you remember — it’s dated [date] with this address. If it wasn’t you, I apologize for the call and I’ll take the address out. Should I do that?

Compliance

Calling hours are 8am to 9pm in the consumer’s time zone. Scrub against the national DNC list and your own internal list before dialing, and keep the written consent record for any number reached by an autodialer or a prerecorded message.
Keep the returned card or the lead record. It is the consent trail for the call, and the first thing asked for in a complaint.

Mortgage protection appointment setter

Outbound · 3–5 minutes · Booked a 30-minute appointment with both homeowners present.

Use when: They returned a mortgage protection form after a home purchase or refinance. This call sets — it does not sell.

You: Hi [Name], this is [Your Name] with [Agency]. You filled out a form about protecting the mortgage on [street] — I’m the person who follows up on those. Did I catch you at a bad time?
Them: No, it’s okay.
You: It’ll take two minutes. You bought the house in [month] — congratulations. What the form gets you is a comparison of what it would cost to have the balance paid off if something happened to either of you. The bank doesn’t do that; that’s on you.
Do not quote on this call. The setter’s only job is a firm time with both decision-makers present.
You: Three quick things: is [co-borrower] on the loan with you? What’s the approximate balance? And does either of you use tobacco?
Them: [Answers.]
You: That’s all I need to bring real numbers. I meet with people [day] evenings and [day] mornings — which of those works when you’re both home?
Them: [Picks.]
You: Good. It runs about thirty minutes. I’ll bring options from several companies, including the one where you’d keep the coverage if you ever sell the house — most people prefer that one and don’t know it exists.
You: And [Name] — it only works if you’re both there. Not because I’m being pushy, but because half of it is deciding what happens to the other person, and that’s not a conversation to have secondhand.

When they say…

"Is this from my mortgage company?": No. I’m an independent agent with [Agency] — I’m not with your lender and I’m not with the bank. Your loan was recorded publicly, and you returned a form asking about coverage. That’s the connection.
"We already have life insurance.": Then this is a fifteen-minute check instead of thirty. Bring what you have and I’ll tell you whether it covers the balance — most work policies are one or two times salary, which usually isn’t a mortgage. If it is, I’ll tell you you’re fine.
"Just email me something.": I can send an overview, but the numbers depend on your health and I’d be sending you a made-up figure. Give me thirty minutes and you’ll have real ones. If you don’t like them, you keep the paperwork and I don’t call you again.

Compliance

Calling hours are 8am to 9pm in the consumer’s time zone. Scrub against the national DNC list and your own internal list before dialing, and keep the written consent record for any number reached by an autodialer or a prerecorded message.

Day-of appointment confirmation

Outbound · 60 seconds · Confirmed the appointment without giving them an exit.

Use when: The morning of any in-home appointment. Skipping it costs you drive time; making it wrong talks them out of it.

Never ask "are we still on?" It is an invitation to cancel. Confirm the logistics as settled and ask a question about the details instead.
You: Morning [Name], it’s [Your Name] — I’m headed your way for [time] this afternoon. Quick question: is it easier to park on the street or in the driveway?
Them: [Answers.]
You: Got it. Do me one favor before I get there — have your medication list handy, and [spouse]’s too if they’re joining us. See you at [time].
If they try to cancel: do not fight it, shorten it. "No problem — I’ll be in the area anyway. Can I stop by for ten minutes just to drop off the comparison? You don’t have to decide anything."

When they say…

"Something came up, can we reschedule?": Of course. I’m in [area] anyway this afternoon — can I drop the comparison off for ten minutes so you’ve got it in hand, and we do the full sit-down [day]? Either way, which day next week is better?
"I’ve changed my mind.": That’s fair, and I won’t push. Can I ask what changed? [Listen.] If it’s the cost, the numbers are lower than most people expect and I can tell you in two minutes on the phone right now — then you’ll know rather than wonder.

Term policy review and conversion

Service call · 10–15 minutes · Reviewed an in-force term policy and identified a conversion, ladder, or increase.

Use when: A term policy is within three years of its level period ending, or the client’s income or family has changed since it was written.

You: Hi [Name], [Your Name]. I do a review on every policy I write before anything happens to it, and yours has [n] years left on the level period. Do you have ten minutes?
You: The thing to know: on [date] your premium stops being [$] and starts increasing every year. It doesn’t cancel — it just gets expensive fast, and most people drop it right when they’ve gotten older and harder to insure.
The conversion privilege usually expires before the level term does. That deadline, not the term end, is the one that actually forecloses options.
You: You have a conversion option on this policy — you can move some or all of it to permanent coverage with no medical questions at all. That right expires [date], which is sooner than the term does.
You: Two questions before I recommend anything. Has your health changed since [year] when we wrote this? And is the need still the same — same mortgage, same kids at home, same income?
Them: [Answers.]
You: [If health has changed:] Then converting is likely the right move for at least part of it, because we don’t have to ask about any of that. [If health is good:] Then you have every option, including simply re-shopping the term at today’s rates for a longer period.
You: Here are the three routes with real numbers: keep and let it lapse at [date], convert [$] of it for [$] a month, or write a new [n]-year term at [$]. Want me to put those in writing so you can sit with them?

When they say…

"I don’t need it anymore, the kids are grown.": That may well be right, and if so I’ll tell you to let it go. Two checks first: is there a mortgage left, and would [spouse]’s income alone carry the household? If both are clean, you’re self-insured and you should stop paying for this.
"Permanent insurance is a rip-off.": It often is when it’s sold as an investment. That’s not what this is — this is a conversion with no underwriting, which is worth the most to people who couldn’t qualify again. If you’re healthy, I’ll re-shop the term instead and you’ll likely pay less.
"Let me think about it.": Take the time — but note the date. The conversion right ends [date] and after that it doesn’t come back. Let’s put fifteen minutes on the calendar before then so the decision is yours and not the calendar’s.

Retirement income discovery

Outbound · 20–30 minutes · Understood the client’s income picture well enough to know whether there is a case at all.

Use when: A pre-retiree client or referral, age 50 to 65, with assets in a 401(k) or IRA. This call is questions, not product.

Name no product on this call. The moment a product is named the conversation becomes a comparison and the discovery stops.
You: [Name], thanks for the time. I’m not here to pitch you anything today — I want to understand what you’re working toward, and at the end I’ll tell you honestly whether I can help or not.
You: When do you want to stop working? Not when you think you have to — when you want to.
Them: [Answers.]
You: And what would you need coming in every month for that to work? Not the number a calculator gave you — what you actually spend now, plus whatever you plan to do with the free time.
Them: [Answers.]
You: Where is that money coming from today? Walk me through the buckets — Social Security, a pension if there is one, the 401(k), anything else.
Them: [Answers.]
You: Now the one nobody asks. If the market dropped 30% the year you retired, what would you do? Would you retire anyway, work another two years, or cut back?
Them: [Answers.]
That answer is the case. Whatever they say reveals how much of their income can be allowed to move — everything after this builds on it.
You: Last one: who else depends on this money? A spouse, a parent, a child who needs long-term help?
Them: [Answers.]
You: Here’s what I heard. [Play it back in their words.] Did I get that right?
You: Give me a week and I’ll come back with what your income looks like under three scenarios, and where the gap is. If there’s no gap, I’ll tell you that and we’ll shake hands.

When they say…

"I have an advisor already.": Good, and I’m not asking you to leave them. What I do is the income side — making sure a specific number shows up every month regardless of the market. That normally sits beside an advisor rather than replacing one. If they’ve already built that, I’ll say so.
"What are you going to sell me?": Possibly nothing. I don’t know yet, because I don’t know what your income picture looks like. If there’s a gap between what you need and what’s guaranteed, there are tools for it and I’ll show you the tradeoffs including the ones you won’t like. If there’s no gap, there’s nothing to sell.
"I’m not comfortable sharing my numbers.": Understood, and you don’t have to. Give me ranges instead of exact figures — it’s enough for a first pass. If we get somewhere worth going, we can get precise later.

Property & Casualty

Quote calls, X-date follow-ups, and the rate-increase conversation.

Auto and home quote call

Inbound · 12–18 minutes · Collected everything needed to quote and set the time to present it.

Use when: They called for a price. Most agents quote a number and lose; the ones who win bundle and set a presentation.

You: Thanks for calling [Agency], this is [Your Name]. You’re looking at auto — is that just the cars, or do you own the home too?
Them: We own the house.
You: Then let me quote both. Not to upsell you — separate policies is usually the more expensive way to do it, and I want to compare the whole thing to the whole thing.
Ask for the declarations page before running anything. Quoting against what a client remembers is how you win on price and lose at renewal when the coverage was never the same.
You: Fastest way to do this right: text or email me the declarations page from your current policies — the summary page with your limits on it. Then I’m matching your actual coverage instead of guessing at it.
Them: I can send that.
You: While you find it, the basics: drivers in the household and their dates of birth, the vehicles with VINs if you have them, and any tickets or accidents in the last five years.
Them: [Provides them.]
You: Any claims on the house? And when was the roof last replaced? That one moves the price more than anything else on the home side.
Them: [Answers.]
You: Good. I write with [n] carriers and I’ll run all of them. Give me until [day] — and let’s book fifteen minutes then rather than me leaving a number on your voicemail, because the price only means something next to the coverage.
You: One thing to tell you now: when is your current policy’s renewal date? If we’re changing carriers, timing it to renewal avoids a cancellation fee and any gap.

When they say…

"Can you just give me a ballpark?": I can, and I’ll caveat it heavily: for a household like yours it usually lands between [$] and [$]. The spread is that wide because of driving records and the roof. A real number takes me a day and it’s the one you can actually buy.
"I’m just shopping.": That’s exactly what you should be doing, and I’d rather be one of the three than none. Here’s a fair warning for the other quotes: make sure they’re matching your liability limits and your deductible. Most of the cheap ones aren’t, and you don’t find out until a claim.
"My current agent will match it.": They may — and if they do, you’ve gotten a better price out of this either way, which is a fine outcome. Worth asking why it took a competing quote. Send me the dec page anyway and I’ll tell you if what they matched is actually the same coverage.

Commercial X-date follow-up

Follow-up · 5–8 minutes · Got permission to market the account and a firm submission date.

Use when: You captured a renewal date on a previous call and it is now 60 to 90 days out. Calling at 30 days is too late for most commercial markets.

You: Hi [Name], [Your Name] with [Agency]. We spoke back in [month] — you told me your policy renews [date]. I said I’d call ahead of it, so here I am.
Them: Right. It’s coming up.
You: Has your current agent brought you the renewal yet? [Listen.] Most carriers release them at 45 days, so you’ll see it around [date].
Ask what changed in the business. It is the whole reason a renewal misprices — payroll, vehicles, revenue, and new operations all move the premium and nobody updates them.
You: Before it lands, a question worth money to you: what’s changed in the business since last renewal? Headcount, revenue, vehicles added, anything new you’re doing?
Them: [Answers.]
You: That matters — [reason]. If those numbers are stale on the current policy you’re either overpaying or underinsured, and neither shows up until you look.
You: Here’s what I’d like to do. Send me your current declarations pages and the loss runs, and I’ll market it to [n] carriers who write [industry]. You compare mine to your renewal side by side and you keep whichever is better.
You: I need a signed broker of record letter for some of these markets — that just lets me get quotes, it doesn’t move your policy or cancel anything. I’ll send the exact list of what I need today; can you get it back to me by [date]?

When they say…

"I’m happy with my agent.": Good — keep them. I’m not asking for the relationship, just permission to quote the account. If I can’t beat what they bring you, you’ve confirmed you’re in the right place, which is worth knowing once a year.
"Send me something and I’ll look at it.": I will, and here’s the problem with that: without your loss runs any number I send is fiction. Send me the dec pages and give me ten days — then what I send is real and worth your time.
"We’ll deal with it at renewal.": That’s the usual plan and it’s how people end up renewing by default. The markets that write [industry] need two to three weeks. If we start at [date] you get a real choice; if we start at renewal you get whatever your current carrier decided.

Rate increase retention call

Service call · 8–12 minutes · Kept the client — remarketed, restructured, or explained the increase well enough that they stayed.

Use when: A renewal came in significantly higher. Call them before they open it. The client who calls you first has usually already gotten another quote.

You: Hi [Name], [Your Name]. Your renewal is coming and it’s up [%] — I wanted you to hear that from me rather than from an envelope.
Them: Why? We haven’t had any claims.
You: You haven’t, and that’s not why. [Carrier] filed an increase across [state] — [reason: severe weather losses, repair costs, litigation]. Everyone with that carrier in your area got the same letter.
Never defend the carrier. Explain the increase, then move immediately to what you are doing about it — the client wants an advocate, not an apologist.
You: Here’s what I’ve already done. I ran your coverage through [n] other carriers this morning. [Either: "Two came back lower — the best is [$], which is [$] under your renewal, with the same limits." Or: "Nobody beat it, which tells you the increase is the market, not the carrier."]
You: [If no one beat it:] So the choice is what to adjust rather than where to go. Three levers: your deductible, [coverage] which you may not need at [$], and the bundle discount if we move the [other policy] over too. Together those bring it to [$].
You: What I don’t want you to do is cut liability to save [$] a month. That’s the one that matters if something serious happens, and it’s the cheapest coverage on the policy per dollar.
You: Which way do you want to go? And either way, I’m putting a note to re-market this at every renewal so it never surprises you again.

When they say…

"I got a quote for half that.": Send it to me — genuinely. Nine times in ten the difference is the deductible, the liability limits, or replacement cost versus actual cash value on the roof. If it’s truly the same coverage for half, take it and I’ll tell you to. Let me read it first so you know which one you’re buying.
"You should have caught this earlier.": Carriers file increases without telling us ahead of time, so I see it when the renewal generates — but I called you the day I saw it rather than letting it hit your bank account. Going forward I’ll re-market you every year at 60 days out whether or not the price moved.
"I’m going to cancel and go direct.": You can, and it may even be cheaper. Two things first: check that the liability limits match, and ask who handles the claim if you have one. That’s the part I do that a website doesn’t. If you still want to go, I’ll help you time it so there’s no gap.

Service, Retention & Referrals

The calls that keep a book alive: onboarding, lapse saves, win-backs, and the referral ask.

New client welcome call

Service call · 5–8 minutes · Confirmed the policy is active, set expectations, and earned the right to ask for a referral later.

Use when: Within 72 hours of the policy issuing. This is the highest-leverage five minutes in the whole relationship and almost nobody makes the call.

You: Hi [Name], [Your Name]. Good news — [Carrier] issued your policy, effective [date]. I’m calling so you hear it from a person and know what happens next.
You: Three things. First, your ID cards and the policy packet arrive in about [n] days. When they do, check the spelling of every name and the [address / vehicle / beneficiary] — that’s where errors show up, and they’re trivial to fix now and painful later.
You: Second, your first payment of [$] comes out [date] from the [account] ending [digits]. Nothing else comes out before then. If you see anything different, call me first.
Naming the exact draft date and amount kills the majority of early cancellations. Most first-month cancellations are surprise, not regret.
You: Third — and this is the important one — save my number in your phone. When something happens, you call me, not the 800 number. I’ll handle it or I’ll tell you exactly who to call.
You: What questions came up after we hung up last time? People always think of something afterward.
Them: [Asks.]
You: One last thing and I’ll let you go. I’ll check in with you at [renewal / annual review] to make sure this is still right. If anything changes before then — [move, marriage, new job, new baby, new vehicle] — that’s a call to me, because those change what you should be carrying.

Compliance

Confirm the draft date and amount verbally against what was submitted. A discrepancy discovered here is a correction; discovered at the draft it is a chargeback and a cancellation.

The referral ask

Service call · 2–3 minutes · Left with a name and permission to use it.

Use when: Attached to the end of a call where you just did something good — a claim resolved, a review that saved money, a policy delivered. Never cold.

Ask right after the value lands, never at a neutral moment. "Do you know anyone" produces nothing; a specific description produces a name.
You: Before you go — can I ask you something? You just went through [the review / the claim] and you know how I work. Who else do you know who’s in the same spot you were in [month]?
Them: I’m not sure...
You: Let me make it easier. Think about [your brother-in-law / the people you work with / your neighbors]. Anyone turning 65 this year, or anyone who just retired, or anyone who mentioned their premium going up?
Them: [Names someone.]
You: That’s exactly the kind of thing I do. Here’s what I’d like — rather than me calling them out of the blue, would you text them and say you had a good experience and I’ll be reaching out? A cold call from me is worth nothing; a text from you is worth everything.
Them: Sure, I can do that.
You: Thank you. What’s the best number for [referral]? And I’ll wait until [day] so your text lands first. I’ll take care of them the same way I take care of you — and if it’s not a fit, I’ll tell them that too.
Report back to the referrer within a week whatever the outcome. It is the entire reason a person gives you a second name.

When they say…

"I can’t think of anyone.": That’s normal — nobody can on the spot. Keep me in mind instead: next time someone complains about their premium or says they’re confused by all the mail, send them my number. That’s all I’m asking for.
"I don’t like giving out people’s numbers.": Neither do I, and I won’t ask you to. Do it the other direction — take my number and give it to them. Then they call me when they’re ready and nobody gets a call they didn’t ask for.

Compliance

A referral is not consent to call. Get the referred person to reach out, or get explicit permission from them before dialing — a warm name is still a cold call under the TCPA.

Missed payment / lapse save

Service call · 4–6 minutes · Got the payment made inside the grace period and fixed the reason it failed.

Use when: The carrier reported a returned draft or a missed payment. Call the same day — the grace period is the entire opportunity.

You: Hi [Name], [Your Name]. Nothing alarming, but [Carrier] told me the payment on [date] didn’t go through. I wanted to catch it before it becomes a problem.
Them: Oh — I changed banks.
Assume a logistics failure, not a decision. Most lapses are a changed card or a bank switch, and treating it as a cancellation conversation creates one.
You: That’ll do it. Easy fix. You’re inside the grace period until [date], so the policy is still fully in force — nothing has been cancelled and no coverage has been lost.
You: Two minutes and we’re done: I’ll update the account on file and put the [$] through today. Have you got the new routing and account number handy?
Them: [Provides them.]
You: Done — that’ll post in [n] business days and you’ll get a confirmation. Your next draft is [date] for [$] out of the new account.
You: While I have you: is the draft date working for you? If it’s landing before payday, I can move it — that’s a two-minute change and it stops this happening again.
If they say they cannot afford it, do not accept the lapse. Move to a lower face amount or a different draft date before you let the policy go — a reduced policy in force beats a lapsed one for both of you.

When they say…

"I can’t afford it right now.": Then let’s not lose it entirely. Two options: I can move the draft to after payday, or we can reduce the coverage to [$] which brings the payment to [$] and keeps you insured. Losing it and re-applying later means new underwriting at an older age — that’s the expensive outcome.
"I want to cancel.": Okay — I’ll do it if that’s what you want, and I won’t make it hard. Can I ask what changed? [Listen.] If it’s [cost / coverage / a claim], there may be a fix short of cancelling. If not, I’ll process it today and confirm in writing.
"I thought I already paid.": You may have — let me check what posted. [Check.] It shows [status]. If your bank shows it leaving your account, send me the screenshot and I’ll take it up with [Carrier] directly.

Win-back after a cancellation

Outbound · 5–8 minutes · Learned why they left, and either won them back or closed the file honestly.

Use when: 30 to 90 days after a client cancelled or did not renew. The second call converts far better than the one made the week they left.

You: Hi [Name], [Your Name] with [Agency]. You left us back in [month] and I’m not calling to talk you into coming back — I’m calling because I want to know what we got wrong.
Them: [Answers — price, a claim, service, or a friend in the business.]
Let them finish. The information is worth more than the account, and the account is usually won by the fact that you asked.
You: That’s fair, and I’m sorry. [Acknowledge specifically, without excuses.]
You: Can I ask how it’s gone since? Did the new [policy / plan] do what they said it would?
Them: [Answers.]
You: [If it went badly:] Then let me do one thing for you, no obligation: send me what you have now and I’ll tell you what it actually covers. Not to sell you — you’ve earned a straight read from me.
You: [If it went well:] Good, genuinely. Then I’ll leave you to it. If it ever changes, my number hasn’t.
You: One favor either way — when does your policy renew? If it’s [month], let me call you a month before and put a competing quote next to it. You keep whichever is better and it costs you nothing to look.

When they say…

"I left because of price.": I remember. What did you end up paying, and what were the limits? [Listen.] If it’s the same coverage for less, you did the right thing and I’ll tell you so. If they cut the deductible or the liability to get there, I’d want you to at least know that.
"Nobody returned my calls.": That’s the one I can’t defend, and it’s the reason I’m calling. Here’s what changed: [specific — a direct line, a same-day callback rule]. I’m not asking you to take my word. Let me quote your renewal in [month] and judge me on how that goes.
"My nephew is in the business now.": Then you’re in good hands and family beats me every time. All I’d say is this: send me the renewal each year and I’ll check it for free. If he’s got you right, I’ll tell you — and you can tell him a competitor said so.

Recruiting & Downline

Bringing a licensed agent over, and restarting one who has gone quiet.

Recruiting a licensed agent

Outbound · 10–15 minutes · Booked a real conversation about the contract, or disqualified them quickly.

Use when: A licensed agent responded to a recruiting ad or was referred. They have heard every pitch and they are measuring you against their current upline.

You: Hi [Name], [Your Name] with [Agency]. You reached out about contracting — before I tell you anything about us, tell me what made you look.
Them: [Answers.]
The reason they are looking is the entire pitch. An agent leaving over lead cost needs a different conversation than one leaving over service.
You: Where are you contracted now, and what are you writing — is it mostly [Medicare / life / ACA]?
Them: [Answers.]
You: How many apps a month are you putting up? I ask because it decides whether I’m the right fit. If you’re at [n] plus, you want street-level or better and no interference. If you’re starting out, you want somebody who answers the phone at 8pm, and that’s a different conversation.
Them: [Answers.]
You: Straight answers on the three things everyone asks. Contract level: [level], and I’ll put it in writing before you sign anything. Releases: [policy] — and I’ll tell you now, that’s the question that should decide this, not the commission.
You: Leads: [what you actually provide, at what cost, with what exclusivity]. I’m not going to tell you they’re free if they’re not.
You: What I’d want from you: [expectation]. What you get from me: [specific support — a real CRM, back-office on chargebacks, contracting turnaround].
You: Take a week. Talk to two agents in my group — I’ll give you their numbers and I won’t call them first. Then let’s talk [day] and you tell me yes or no.

When they say…

"What’s my contract level?": [Level] to start, with a written schedule of what moves it and when. I’ll send the schedule before you sign. If someone quotes you a higher number without a schedule attached, ask them what the release policy is — that’s where the real cost hides.
"Will you release me if it doesn’t work out?": [State your actual policy plainly.] I’ll put it in writing. An agent who stays because they’re trapped writes nothing anyway, so holding people has never made me money.
"Everyone promises leads.": They do, so don’t take my word. Here is exactly what you get: [source], [volume], [cost or free], [shared or exclusive]. Call [agent name] in my group and ask what they actually received last month. I’ll give you the number and I won’t warn them you’re calling.

Compliance

State contract level, lead cost, and release policy accurately. Every one of these is verifiable, and an agent who finds a gap between the pitch and the contract leaves and tells the market.

No-production check-in

Outbound · 8–12 minutes · Found the actual blocker and got one concrete commitment out of it.

Use when: A contracted downline agent has written nothing in 30 to 60 days. Call before they go dark permanently — this is a coaching call, not a performance review.

You: Hey [Name], [Your Name]. No agenda — I noticed it’s been quiet on your end and I wanted to check in. How’s it actually going?
Them: [Answers, usually vaguely.]
Do not lead with the number. An agent who has written nothing knows it, and opening with production guarantees a defensive answer instead of a true one.
You: Let me ask it differently. When you sit down to work, what’s the part where you stall? Getting the dials in, getting past the first sentence, or getting them to actually commit at the end?
Them: [Answers.]
You: That’s a common one and it’s fixable. [Give the specific fix for that stage.] How many dials are you actually getting in on a working day — honestly, not the target?
Them: [Answers.]
You: Okay. Here’s what I’d do this week, and only this. [One change — not five.] Nothing else changes until that’s a habit.
You: And I want to hear you do it. Call me and run the first sixty seconds on me — I’ll be the prospect. Ten minutes, [day] morning?
Them: [Agrees.]
You: Good. One more thing — is anything outside the business in the way right now? If there is, say so, and we’ll set this down for a month rather than have you feel bad about it every time I call.

When they say…

"I’ve just been busy with my other job.": Understood. Then let’s size it to the time you actually have — two hours on a Tuesday and Thursday beats a plan for twenty hours you’ll never get. What two blocks can you protect this week?
"The leads aren’t any good.": Might be true. Let’s find out rather than argue about it — send me your last twenty dispositions. If they’re bad leads I’ll take it up with the vendor and get you replacements. If they’re fine leads dying at the same point in the call, that’s a script fix and I can help with that today.
"I’m thinking about getting out.": Then let’s talk about that honestly instead of me nagging you monthly. What would have to be true for it to be worth staying? If the answer is nothing, I’d rather you tell me and we part on good terms — and I’ll still release you.

These are a spine, not a cage. The compliance notes cover the rules on the books when the library was last reviewed; CMS marketing rules change every plan year, so check them against your carrier's current market conduct guide before you dial. Nothing here is legal advice.

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