Inbound Opener
Facebook Lead → Inbound Call
TCPA · Recording Disclosure · Every Call
"Thank you for calling — this is [Your Name]. Just so you know, this call may be recorded for quality and training. Who do I have the pleasure of speaking with today?"
Digital Business Card — Consent
"[First Name], do I have your permission to text you my digital business card real quick? It has my photo, direct number, and all my contact info. Standard message rates may apply."
Coach Note: Send your DBC immediately after they say yes. Gets your face in their hands and creates a consent record before the first health question.
State Confirmation
"And what state are you calling from today — just want to make sure I have the right information pulled up for you."
NEPQ Intent Discovery
"[First Name], I want to make sure I'm as helpful as possible. What made you reach out about final expense coverage today — has this been on your mind, or did something happen recently that made it feel more important?"
Coach Note: Silence after this question. Do not fill the space. Almost everyone has a story — a parent who passed without coverage, a friend who left debt behind. That story is your entire sale.
Pain Amplification
"It sounds like [restate what they said]. Can you tell me more about that? What would it mean for your family if this wasn't in place?"
"What's been stopping you from getting this handled sooner?"
Qualification
"To match you with the right plan — how old are you? And are you currently on Medicare, or do you have other health coverage?"
"When it comes to the monthly investment — most of my clients are comfortable somewhere between $40 and $80 a month. Does something in that range feel workable?"
Coach Note: If they mention Medicaid (Medi-Medi) — disqualify politely. Do not write this business. "With dual coverage you may already have burial benefit options — let me point you in the right direction."
Health Questions
"A few quick health questions — these just help me find the carrier with the best rate for your situation. In the last 2 years, have you been diagnosed with or treated for: cancer, heart attack, stroke, COPD, or any terminal illness?"
"Are you currently able to perform your normal daily activities without assistance?"
"Are you currently confined to a nursing home or receiving hospice care?"
Presentation + Close
"Based on everything you've shared, I found a plan I think is going to be a great fit. [Carrier] is going to give you $[face amount] in coverage for $[premium] a month — that benefit goes directly to your [beneficiary], tax free, no waiting period. pause How does that sound?"
"Are you ready to get this locked in today so your family is protected starting [date]?"
Outbound Opener
Aged Leads · Callbacks · Warm Transfers
Permission-Based Opening
"Hi, is this [First Name]? pause Hey [First Name], this is [Your Name] — the reason I'm calling, you had previously requested some information about final expense coverage and I wanted to reach out personally to make sure you got what you were looking for. Did I catch you at an okay moment?"
Coach Note: If they say "I never requested anything" — don't argue. "I completely understand — there may have been a mix-up. Since I have you, would you mind if I ask one quick question? Takes 30 seconds." Then go to discovery.
Re-engagement
"I know you've probably been contacted by other agents about this. I'm not here to pressure you — I'm here to make sure if this is something that matters to you, you actually get it handled the right way. pause What originally got you interested in looking at this?"
Continue with NEPQ Discovery → Qualification → Presentation
Same flow as inbound from discovery forward. The only difference is the opener — everything else is identical.
FE Objection Handles
Most Common · 3-Layer Responses
"I need to think about it."
"Of course. Can I ask — what specifically do you want to think through? Because if there's something I haven't explained clearly, I'd rather address it now than have you sitting with a question."
If they can't name it: "Most people who say that are either unsure about the cost, or not sure it's worth it. Which is closer to what you're feeling?"
If they can't name it: "Most people who say that are either unsure about the cost, or not sure it's worth it. Which is closer to what you're feeling?"
"I can't afford it."
"I hear you. Is it that $[X] genuinely isn't possible, or more that you're not sure it's worth that amount?"
If truly budget: "What's the most you could comfortably do per month without it being a stretch?" Then requote lower.
If truly budget: "What's the most you could comfortably do per month without it being a stretch?" Then requote lower.
"I need to talk to my spouse."
"Makes sense — this affects both of you. Is your spouse home right now? I'd love to include them so you're both hearing the same thing at the same time."
If not available: "When's a good time to get you both on for 15 minutes?"
If not available: "When's a good time to get you both on for 15 minutes?"
"I already have coverage."
"That's great — sounds like you've been thinking ahead. Do you know what the benefit amount is and who the carrier is?"
"Would you be open to a quick comparison? Worst case I confirm you're in great shape."
"Would you be open to a quick comparison? Worst case I confirm you're in great shape."
"I don't trust insurance companies."
"That's one of the most honest things anyone's said to me. What happened that made you feel that way?"
After they share: "I completely understand. The carriers I work with have been paying claims for [X] years. But more importantly — I'm the person you're dealing with, not a call center."
After they share: "I completely understand. The carriers I work with have been paying claims for [X] years. But more importantly — I'm the person you're dealing with, not a call center."
"My kids will take care of it."
"That's wonderful that your family is close. Do you know for certain they're in a position to cover $12,000–$15,000 in cash within 72 hours? Because that's what a funeral costs today."
"Most clients find their kids are relieved when they handle this themselves — takes the burden completely off them."
"Most clients find their kids are relieved when they handle this themselves — takes the burden completely off them."
Carrier Quick Reference
Level · Modified · GI Routing
| Path | Health Profile | Carriers to Lead With | Notes |
|---|---|---|---|
| Level | Clean health, no major conditions 2+ yrs | AHL, Americo, Transamerica FE Express | Best rates, day-1 full benefit |
| Modified | 1-2 controlled conditions, COPD, recent surgeries | Corebridge Simplified Issue | 107% commission, strong brand |
| GI | Uninsurable, multiple major conditions | Corebridge GI, MOO Living Promise | 2-yr graded, last resort only |
Always run Level first. Never pre-qualify someone into GI based on assumption. Ask the questions — you'll be surprised how many people qualify for Level rates.
Hospital Indemnity — Full Script
GTL · ManhattanLife · Any HI Carrier
TCPA · Recording Disclosure
"Thank you for calling — this is [Your Name]. This call may be recorded. Who am I speaking with today?"
Discovery
"[First Name], what made you reach out about hospital coverage — is this something you've been thinking about, or did something happen that made it feel more important?"
Coach Note: Most HI prospects have had a hospital stay or know someone who did. The gap between what insurance paid and what they owed out of pocket is your entire presentation.
Gap Education
"Can I show you something most people don't realize about Medicare? Even with Part A, if you're admitted to the hospital there's a $1,676 deductible that comes out of your pocket before Medicare pays a single dollar. After 60 days it's $419 per day. pause Did you know that?"
"What a Hospital Indemnity plan does is pay you cash — directly to you, not the hospital — for every day you're admitted. You decide how to use it."
Qualification
"Are you currently on Medicare Parts A and B? And do you have a Medicare Advantage or Medicare Supplement plan?"
Coach Note: HI is the ideal cross-sell for Medicare Advantage clients. Their network plan exposes them to hospital deductibles — HI fills that gap perfectly.
Close
"[First Name], for about $[premium] a month, you'd get $[benefit] per day for every day you're hospitalized. If you had a 5-day stay, that's $[total] directly in your pocket. pause Does that make sense as a way to protect yourself from those unexpected costs?"
Carrier Reference
| Carrier | Product | Y1 Commission | Best For |
|---|---|---|---|
| GTL | Hospital Indemnity | 65% | MA clients, standard seniors |
| ManhattanLife | HI Select 18–79 | 60% | Under-65, working age |
| ManhattanLife | HI Select 80+ | 45% | Older seniors |
Dental / Vision / Hearing Script
NCD · Ameritas · ManhattanLife · Any DVH Carrier
TCPA · Recording Disclosure
"Thank you for calling — this is [Your Name]. This call may be recorded. Who am I speaking with today?"
Discovery
"[First Name], what prompted you to look into dental coverage today — are you currently without dental insurance, or does your current plan not cover what you need?"
Coach Note: Most common pain: "Medicare doesn't cover dental." Confirm first. Then ask: "When's the last time you were to the dentist?" If it's been over a year due to cost — that's your angle.
Education
"Original Medicare — Parts A and B — doesn't cover routine dental, vision, or hearing at all. Not cleanings, not glasses, not hearing aids. Those come entirely out of pocket. pause Has that been a challenge for you?"
Presentation + Close
"What I have for you covers two cleanings per year, X-rays, fillings, and [additional benefits] — starting at about $[premium] a month. No waiting period for preventive care. That's coverage you could use right away. pause Would you like to get that in place today?"
Carrier Reference
| Carrier | Product | Y1 Commission | Renewal |
|---|---|---|---|
| NCD | Dental | 21% | 21% lifetime |
| NCD | Vision | 34% | 34% lifetime |
| Ameritas | Dental/Vision | 30% | 2% lifetime |
| ManhattanLife | DVH Select | 40% | 5% |
Cancer / Critical Illness Script
ManhattanLife Their Choice · Any Cancer/CI Carrier
TCPA · Recording Disclosure
"Thank you for calling — this is [Your Name]. This call may be recorded. Who am I speaking with today?"
Emotional Discovery
"[First Name], what made you reach out about cancer coverage specifically — has this touched your family in some way, or is this something you've been thinking about as you've gotten older?"
Coach Note: Almost everyone in our target market has a cancer story. Let them tell it. Do not rush to the product. The emotional connection is already there — your job is to surface it with the right question.
Gap Education
"Here's something most people don't think about until they're in the middle of it: the financial impact of a cancer diagnosis is devastating even with good insurance. Treatments not covered, travel to specialists, lost income. The average out-of-pocket cost exceeds $10,000. pause That money has to come from somewhere."
"What a cancer plan does is pay you a lump sum — directly to you — the moment you're diagnosed. You use it however you need."
Close
"For about $[premium] a month, you'd have $[benefit] that goes directly to you if you're ever diagnosed with cancer, have a heart attack, or a stroke. pause That's the kind of plan that can keep your family financially whole when they're already dealing with something devastating. Are you ready to get that in place?"
ManhattanLife Their Choice: Best under-65 Cancer/CI product. 55% Y1 commission, 10% renewal. Covers cancer, heart attack, stroke. Lump sum on first diagnosis. Issue ages 18–79. Strong for working-age clients.
Home Health Care Script
ManhattanLife HHC · Any HHC Carrier
TCPA · Recording Disclosure
"Thank you for calling — this is [Your Name]. This call may be recorded. Who am I speaking with today?"
Discovery
"[First Name], what made you reach out about home health care coverage — is this for yourself, or are you thinking about a family member?"
Coach Note: HHC is often a referral product. Someone calling about FE or HI may have a parent or spouse who needs care. Always ask: "Is there anyone else in your household or family who might benefit from knowing about this?"
Education
"Most people don't realize Medicare only covers home health care under very specific conditions — you have to be homebound with a skilled care need certified by a doctor. Regular help with daily activities — bathing, cooking, getting around — that's not covered. pause Were you aware of that?"
"The average cost of a home health aide is $25–30 per hour. A Home Health Care plan pays you a daily benefit directly — so you can hire whoever you want, on your schedule."
Close
"For about $[premium] a month, you'd have $[daily benefit] per day available if you ever need help at home — no approval process, no claims hassle. That's [monthly equivalent] a month toward whoever is helping you. pause Does that feel like something worth having in place?"
ManhattanLife HHC: 60% Y1, 8% renewal. Daily benefit options. No requirement for skilled care need — covers custodial care. Best for ages 50–75.
Medicare Supplement Script
Aetna · UHC · Physicians Mutual · MOO · Any Med Supp Carrier
TCPA · Recording Disclosure · TPMO Disclaimer Required
"Thank you for calling — this is [Your Name]. This call may be recorded. Who am I speaking with today?"
TPMO Disclaimer — Required on All Medicare Calls
"Before we get started — I'm required to let you know that I don't offer every plan available in your area. I represent a select number of organizations and their products. For a complete list of options, you can always contact Medicare.gov or call 1-800-MEDICARE."
Discovery
"What made you start looking at Medicare Supplement coverage — are you coming up on Medicare eligibility, or do you have a plan currently that isn't working the way you hoped?"
Coach Note: Two prospect types: (1) Turning 65 / new to Medicare — Golden opportunity, open enrollment, no underwriting. (2) Already on a plan and shopping — Find out why. Network restrictions, cost, coverage changes are your entry points.
Med Supp vs Medicare Advantage Education
"Do you know the main difference between a Medicare Supplement and Medicare Advantage? pause A Medicare Supplement works alongside Original Medicare — any doctor in the country that accepts Medicare, no network, no referrals, no prior auth. Medicare Advantage replaces Medicare with a private network. Both have their place — but they're very different experiences."
Plan G Presentation
"For most of my clients, Plan G is the gold standard — covers everything Medicare doesn't pay except the Part B deductible, which is $257 a year. That's it. One small deductible and you're fully covered everywhere Medicare goes. pause Does that sound like the kind of certainty you're looking for?"
Rate + Close
"The best rate I'm finding for your age in [state] is [carrier] at $[premium] a month for Plan G — A-rated carrier, been in business [X] years. pause How does that compare to what you were expecting?"
"Are you ready to lock that in today?"
ACA / Under-65 Script
Marketplace Plans · All Carriers · SEP / OEP
TCPA · Recording Disclosure
"Thank you for calling — this is [Your Name]. This call may be recorded. Who am I speaking with today?"
Discovery
"[First Name], what's going on with your health coverage right now — are you currently uninsured, or do you have coverage that isn't working for you?"
"What's been the biggest frustration with your current situation — is it the cost, what it actually covers, or something else?"
Coach Note: ACA clients are usually motivated by one of three things: cost (unaffordable premiums), coverage (high deductibles), or life change (job loss, divorce, new baby, income change). Identify which one drives them — that's your entire presentation.
Subsidy Education
"Here's something a lot of people don't realize — depending on your income, you may qualify for a subsidy that significantly reduces your monthly premium. Some people pay $0 a month for a plan with real coverage. pause Do you know if you've looked into what you might qualify for?"
Qualification
"To find out exactly what's available for you — what state are you in? And what's your household size and approximate annual income? This is just to run the subsidy calculation — completely confidential."
Coach Note: ACA income rules: 100–400% FPL qualifies for premium tax credits. Below 100% may qualify for Medicaid (refer out). Above 400% qualifies for partial subsidies under ARPA expansion. Know your state's Medicaid expansion status.
Plan Presentation
"Based on your income and family size, here's what I'm finding: [Plan Name] at $[subsidized premium] a month after your subsidy. This covers [key benefits]. Your deductible is $[amount] and your out-of-pocket max is $[amount]. pause How does that compare to what you have now?"
Enrollment + Close
"The enrollment process takes about 10 minutes — I'll need some basic information and we can get you covered starting [effective date]. Are you ready to get this handled today?"
Coach Note: ACA enrollment requires: full legal name, SSN, date of birth, address, income documentation. Use your state's exchange or Healthcare.gov. Confirm qualifying life event for SEP enrollments.
ACA Enrollment Periods
| Period | Dates | Who Qualifies |
|---|---|---|
| Open Enrollment Period | Nov 1 – Jan 15 | Anyone without coverage |
| Special Enrollment Period | Within 60 days of qualifying event | Job loss, marriage, birth, move, income change |
| Medicaid / CHIP | Year-round | Income below 138% FPL (expansion states) |
Medicare Advantage — Full Script
UHC · Aetna · Wellcare · SCAN · Alignment · Devoted · Any MAPD Carrier
TCPA · Recording Disclosure · TPMO Disclaimer Required
"Thank you for calling — this is [Your Name]. This call may be recorded. Who am I speaking with today?"
TPMO Disclaimer — Required on Every Medicare Call
"Before we get started — I'm required to let you know that I don't offer every plan available in your area. I represent a select number of organizations. For a complete list of options, you can contact Medicare.gov, call 1-800-MEDICARE, or reach your local SHIP program."
Discovery
"What made you start looking at Medicare Advantage today — are you new to Medicare, or are you looking to switch from a plan you have now?"
Coach Note: If switching — find out why. Network issue, cost, coverage change, or moving? The reason they're leaving their current plan tells you exactly what they need in the new one.
Scope of Appointment
"I need to complete a quick Scope of Appointment — it's required by Medicare and just confirms what products you'd like me to cover today. Takes 30 seconds. Is that okay?"
Coach Note: SOA must be completed 48 hours before a scheduled appointment. For inbound same-day calls, document the exception. Never skip this step.
Qualification
"Are you enrolled in Medicare Parts A and B? What's your zip code? And what's your primary care doctor's name — I want to confirm they're in-network before I show you anything."
"What prescription medications are you currently on? I want to run those through the formulary before we go any further."
Presentation + Close
"Based on your zip code and doctors, here's what I'm finding: [Plan Name] from [Carrier] — $[premium]/month, OOP max $[amount], your PCP is in-network and [medications] are covered on the formulary. pause How does that compare to what you have now?"
"Are you ready to get this locked in for [effective date]?"
Commission note: CMS regulated — $694 new enrollment / $347 replacement. Same rate all carriers. Confirm enrollment period before submitting: AEP Oct 15–Dec 7, OEP Jan 1–Mar 31, IEP for new beneficiaries, SEP for qualifying events.
Carrier Reference
| Carrier | Strength | Notes |
|---|---|---|
| UnitedHealthcare | Largest network, AARP brand | Highest trust factor with seniors |
| Aetna | Competitive benefits, strong SE | Good in VA, NC, TX |
| Wellcare | Low/zero premium options | Budget-focused clients |
| SCAN Health | CA/NV regional leader | High member satisfaction |
| Alignment Health | Growing network, strong benefits | CA, TX, NC, NV |
| Devoted Health | Concierge model, tech-forward | FL, TX, OH, NV |