Good morning/afternoon is that Mr/Mrs?
Fantastic! My name is NAME, and I’m giving a quick call with regards to your life insurance with INSURER, how are you today?
The reason for the call NAME, is when you set the policy up they may have mentioned we would call from time to review your policy and make sure it's up to date with your current needs and the market rates.
I won’t keep you too long… Continue with script assuming the customer is happy to proceed
Stage One - Check if there has been any changes in circumstance
So can I ask, have you had any changes in circumstances since the policy was taken out? Such as Change of Address, Job Changes, Family Changes, Health Changes, Stopped Smoking etc?
Other possible changes:
New property
New Child
Negative Health Change
Positive Health Change
Divorced
Seperated
If the customer has had any sort of change
Reiterate this: “Oh ok! So we will get that updated for you…
“So you are in a new property? Oh Congratulations, I will get that updated for you, and we’ll ensure that the policy is appropriate for your new situation.
CIC PItch
And do you have any Critical Illness cover in place at the moment?
Ok so I would always advise anyone to take Critical Illness, in some ways it’s a more important product than Life Insurance, it will pay out a lump sum if you become ill with one of the illnesses listed in the policy, which can really ease any financial worries during a difficult time, I always advise everyone to take this, so I’m going to work that into a quote for you.
Stage Two - Check if there has been any changes in medical history / Is the customer likely to decline? Then proceed with rest of fact find...
Stage 4 - Get idea of what to quote
Reiterate importance of CIC:
And do you have any Critical Illness cover in place at the moment?
Ok so I would always advise anyone to take Critical Illness, in some ways it’s a more important product than Life Insurance, it will pay out a lump sum if you become ill with one of the illnesses listed in the policy, which can really ease any financial worries during a difficult time, I always advise everyone to take this, so I’m going to work that into your quote for you.
Critical Illness Cover Amount - Typically try and base the level of cover around the clients annual salary. If this is too expensive, look to cover a year's worth of bills.
Start to get an idea of how you can improve their life insurance policy and construct an indicative quote based on the EXISTING cover details.
Amend the quote based on any changes or improvements needed since they took their last policy out:
Examples:
Use the information earlier in the call re changes. E.g. if they have quit smoking, stopped taking tablets, bought a new house, divorced etc put a quote together similar to existing cover but taking these things into consideration and using this as the selling point.
If not much has changed you will have to be more creative on what to change:
Term - If you are able to increase the length of cover to a higher age, you could do that. If they have a new child, you could coincide the term until that child turns 21. If they have a mortgage, make sure it covers until the mortgage is paid off.If the client has no mortgage, recommend until 67th birthday (retirement age).
Cover Amount - If their priority is to have MORE cover, you could lower the term and increase cover. You could amend the cover amount to reflect the current living situation e.g. new house, lower mortgage. You could vary the cover amount based on protecting their children e.g. 50k or 100k per child. But beware of affordability ensuring quotes are similar to current policy details.
VERY IMPORTANT - You must justify why you have chose the cover length and cover amount of both products by telling the customer what you are doing. E.g.
So your priority seems to be the children, so I am going to run the cover amount until they are both 18, is that ok?
And your morgage is X so we will make sure we cover the mortgage and a bit left over for the family.
Your mortgage is paid off, so how much do you think we should cover the kids for ?
Stage 5 - Provide the fantastic news about the indicative quote.
Fantastic news, it’s come back the best with INSURER at just PRICE per month. The great thing about this provider is INSERT 2 USPS USING BELOW, so I really think that coincides with your current needs and circumstances.
Clinic in a pocket
Scottish Widows Care / Red Arc
Day 1 Start – Practical Advice and Emotional Support
Client and Immediate Family – 2nd Medical Opinion
Doesn’t Need a Life or CIC Claim
No Extra Cost
Provided by Square Health (App)
GP Appointment 24/7 within 3 Hrs
Free Repeat Prescription Delivery Service
Worldwide Cover
Scottish Widows was selected as the provider because they offer a range of fantastic benefits as part of the policy, including Clinic in a Pocket, repeat prescription delivery service, worldwide cover, RedArc support via the Square Health app, and GP appointments 24/7 within 3 hours. We recommend reading the full benefits as they are extensive and beneficial for you and your family.
Helping Hands
Wellbeing Support Services
Plan Owner, Partner or Child
No Extra Cost
Doesn’t Need a Life or CIC Claim
Health Hero 24/7 access to virtual GP consultations
Thrive Personal Support for Wellbeing
TrackActive Me Access to Physiotherapy and exercise
2nd Medical Opinion
Royal London was chosen as the provider because it offers an excellent range of benefits as part of its policy. These benefits include the Helping Hand Support Service, which provides various health and well-being services. This service features 24/7 access to virtual GP consultations through Health Hero and Thrive Personal Support for Wellbeing. Additionally, independent helplines are available for legal advice, medical assistance, and career guidance.
Aviva Digicare Plus
Access to BUPA Anytime Helpline 24/7
Plan Owner, Partner
Access to Mental Health Counselling Up to 6 Sessions a year
Nutritional Advice
Digicare Plus App
Aviva offers a comprehensive set of value-added services, including Aviva Digicare Plus, 24/7 helpline access, and mental health counselling for up to six sessions a year.
HealthHero
Virtual GP Service
Bookings 24/7 365 days a year
Access wherever the client is in the world
Translation in more than 200 languages
Private Prescriptions delivered to a pharmacy or UK Address
Second Medical Opinion Service
Clients Partners or Children Included
GP24: 24-hour access to a digital GP Service
MetLife was selected as the provider because they offer a range of fantastic benefits as part of the policy, which includes Virtual GP Service, Bookings 24/7, 365 Days a Year, Private Prescriptions delivered to a pharmacy or a UK address, Second Medical Opinion Service, GP 24/7; plus, many more.
Member Benefits
Care Navigator - Access To Morgan Ash
Care Navigator - Access To Experienced Nurses
Care Navigator - Specialist Advice for Clients or loved ones who face Long Term Care
Member Discounts on Pet Travel and Home Insurance
LV Doctors Services Available to Clients and Spouse / Partner Provided by Square Health
Remote GP 24/7
Prescription Services including Delivery for £10
2nd Medical Opinion
Remote Physiotherapy and Phycological Advice
Legal Advice Line
Member Support Fund if after being a member for 12 months you fall on hard times
After 12 months continuous membership ability to Vote
LV= was selected as the provider because they offer a range of fantastic benefits as part of the policy, including Remote GP 24/7, care navigator access to Morgan Ash, experienced nurses who provide specialist advice for clients or loved ones who face long-term care, member discounts for pet, travel, and home insurance, a second medical opinion service, a legal advice helpline, and a prescription delivery service, plus many more.
HSBC Online Health Services App
Second Medical Opinion Service
Remote GP 24/7 Provided by Square Health
Prescription Services including no charge for prescriptions
8 Physiotherapy Services available - initial Video consultation then either video or in person
8 Mental Health Psychotherapy sessions per annum
For the Policyholder only Health MOT per annum
HSBC was selected as the provider because they offer a number of excellent benefits as part of the policy, such as HSBC Online Health Services App, Second Medical Opinion Service, Remote GP 24/7, prescription services including no charge for prescriptions, 8 physiotherapy sessions per annum and a health MOT for the policyholder once per annum.
HealthWise Free App
Benefits on HealthWise run by Square Health depend on Product
Income Protection - Up to 2 Consultations a year with 2nd Medical Opinion
Income Protection - Up to 4 Consultations a year with Remote GP
Income Protection - Up to 6 Consultations a year for Physiotherapy
Income Protection - Up to 6 Consultations a year for Mental Health
Income Protection - Up to 6 Consultations a year with a Registered Dieticians
Income Protection - Up to 6 Consultations a year with Lifestyle and Nutrition Specialists
Life Cover - Up to 4 Consultations a year with Remote GP
Life Cover - Up to 2 Consultations a year with 2nd Medical Opinion
Life Cover - Up to 6 Consultations a year with a Registered Dieticians
Life Cover - Up to 6 Consultations a year with Lifestyle and Nutrition Specialists
HALO For Policyholder and Immediate Family Red Arc
Return to Work Help Practical Advice and Emotional Support
Specialist Therapy for Neurological Conditions provided by Krysalis 2nd Medical Opinion
Bereavement and Serious Illness Counselling with LegaCare
LegaCare can also provide care planning, estate and tax planning and help with wills and powers of attorney
Anytime 24/7 Remote Phone or Video GP service available 365 days a year
Extra Support
Best Doctors - 2nd Medical Opinion
Winston's Wish - Practical Advice for families following Death or Terminal Illness
Smart Health App providing 24/7 online or phone GP service available to Clients, Partners and Children up to 21
Umbrella Support
Wellbeing Support Services provided by Red Arc
For Income Protection Policies - Rehabilitation Service Support
Private Diagnostics
Fracture Cover Available at £5.90 a month
Zurich Support Services
Available to client and family
Up to 6 Counselling Sessions
Provided by Workplace Options a health and well-being service
None
Virtual GP Service
Online and Phone GP Service 24/7 Available for Over 50's and Full Income Protection
Member Rewards
7 Free Benefits
125 Foundation: Charitable arm of the Society – helping by donating to individual and community causes.
Children’s Critical Illness Support: Provides a monetary lump sum of £2,500 if their child is diagnosed with one of the ten listed Critical Illnesses
YourHalo: Health & Wellbeing service
GP24: 24-hour access to a digital GP Service (4x consultations per year allowance)
Member Perks: Access to a whole range of discounts, cashback, and offers on popular brands and services
Fitbit: Up to 22% off a range of Fitbit devices
Friendly Voice: RedArc’s free and confidential practical advice such as physiotherapy, 2nd UK Medical Opinions, Counselling etc.
BF Care and Clinic in a Pocket
Live with peace of mind
We paid 99.7% of life cover claims in 2023 (Vitality Claims and Benefits Report, 2024)
Get up to 40% off premiums with Optimizer Plan
The healthier you are, the lower your premiums stay
Stay healthy with top rewards
Discounted gym memberships, spa breaks and weekly coffees
Vitality was selected as the provider because they offer a superb rewards programme, which includes benefits such as discounted gym memberships, spa breaks, and weekly coffees; they are a well-known brand with an extremely high pay-out rate (99.7% of all life claims in 2023, per the Vitality Claims and Benefits Report 2024).
So let's get this finished up.
Before we move on to some more detailed questions, I need to stress the importanceof providing full and accurate information to the best of your knowledge. Please beaware if you do make a claim, your insurer WILL request your medical records andthey WILL refuse to pay a claim if there is anything relevant you have not disclosed inyour application
I also need to make you aware, at the end of the conversation we will look to set up the direct debit. We don’t ask for sensitive information but will need the direct debit details to set up the new one. Is that okay?
And then once you’ve received the new policy details you are free to cancel the other old direct debit.
READ UWM DECLARATION 1
You can only apply if you are a UK resident - that does not include the Channel Islands or the Isle of Man.
During the application we will ask you personal questions about your lifestyle and health. We also share this information with insurers using a company called UnderwriteMe, who will use it to work out if they can offer you cover and at what price.
Make sure you understand the questions I ask. If you do not, you should ask me to clarify. Insurers rely only on the information you give, and might not check it. Giving complete, accurate and up-to-date information, means your policy will be valid and any claim paid out promptly.
You only need to tell me about the result of a predictive genetic test you have had, due to a medical condition running in your family, if both of the following apply:
The test was for Huntington's diseaseThis application will mean that in total you have more than £500,000 of life cover in-force with insurers in totalPlease confirm that you agree to us using your lifestyle and health information to continue the process and get your quotes from insurers via UnderwriteMe.
Stage 6 - Proceed with Medical Questions on UWM
Read all the application questions word for word.
Ask no leading questions during the application process, if vague on an answer ask to repeat.
Stage 7 - Fantastic News!
Ok, so I do have some Fantastic news for you MR/MRS XXXXXXX, I can offer you £X thousand of Cover, for ONLY £X Per Month, on an X year term, and thats on a Level/Decreasing basis and thats with INSURER NAME
Now for some more compliance information…!
READ UWM DECLARATION 2
Stage 8 - Bank Details - Always read the declaration to build trust before asking bank details
Now I need to make you aware you will be protected by the Direct Debit Guarantee Scheme, which ensures that if there is any change to the date, amount or frequency of your direct debit you will be given 3 working days notice of your account being debited. In the event of an error you are entitled to a full and immediate refund from your bank or building society. You have a right to cancel at any time. Is that okay?
And can you confirm - Are you the account holder? Or if it’s a joint account do you have the authority to set up Direct Debits on the account?
Ok and can you confirm for me the Sort Code and Account Number ?Read them back to ensure accuracy
Stage 9 - Closing Declarations
All documents will be sent to you via post or e-mail and that it is important that you read them to make sure all the information is correct, and if asked to by the Insurance company return any form to them. If you do not read them it could lead to a claim not being paid or policy being cancelled if something is wrong. Also, please refer to the Key Facts document of the product/s you have been recommended and, in particular to benefits, exclusions, claim procedures, and cancellation rights. I do need to make clear to you that there are various options relating to this product, particularly regarding (* the children’s cover and) the number of conditions covered. So please do make sure that you read through the paperwork and don’t hesitate to come back to me if you have any queries, would like further information or discussion regarding the options that we have selected. It isn’t practical to go through all the terms and conditions on this phone call, but I am happy to discuss further once you have read the documents. Is that ok with you?
For Royal London Only:
Make sure that each client has an individual mobile number and let them know of the new process re the client confirming their details as below.
When I submit your application, it’s important that you take the time to review answers that you’ve provided during the application process.
This allows you to reflect on your answer’s and provide the most accurate information to the Provider, which helps ensure that any Claims are paid. You’ll receive an email with a link to login and review your application along with a secure code via SMS, this will be generated as soon as the application has been submitted. To access the application review you will need to input the secure code and answer some additional security questions. Once logged in you can review your application and confirm everything is correct. It’s really important for future Claims that you do this.
If you have issues with the link to review the answers, please give me a call and I can go through this with you. Once you have access, please take the time to make sure everything is accurate.
Recap Insurance:
So just to recap...
You policy is with XYZ Insurer, with £X of cover which will cover you until X Age/ Term for £x per month
You also have Critical Illness with XYZ insurer, With £Y of cover which will cover you until X Age/ Term for £x per month.
Read 2 Unique Selling points of the insurers!
It's took a little bit of time, but I feel great about that Mr/MRS XXX, I think this cover very much suits your needs.
Do you have any questions at all for me?
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