Scripts
We create a uniform experience for our clients. No matter what department or team member they speak with. To do that, we follow scripts for every call and interaction.
"Hi [Prospect's Name], this is [Advisor's Name] from Heritage. I see you submitted your information for auto insurance; what prompted you to shop your insurance?
{let them answer}
***Use this conversation to filter out unwanted prospects***
“I know insurance is complicated/confusing, so I ask these things to make sure I can actually help you.”
“To ensure we're a good match, I’m going to ask you a few more questions.”
Prospect Qualifiers:
- Easily manage policy (text/client center/service center).
- We maximize discounts, we’ll find all the discounts available.
- We educate whether you buy the coverage or not (we ensure you have good coverage).
- Homeowner (Heritage)/Renter (Uno).
Qualifying Questions:
- We allow you to easily manage your policy, so we simplify the insurance process through texting, using an online portal, or one of our ins companies service centers - does this work for you?
- Our goal is to maximize your savings, do you want me to provide you all the available discounts?
- To help you maximize your discounts, we educate our clients. I'll suggest specific coverage and recommend other policies to help protect you. Does that work for?
-
- If they push back, just tell the info provided for the auto quote is all that’s needed to generate the other 2 quotes.
Additional help:
If they say price:
"I get why you’re frustrated; it seems like the price of everything is increasing these days."
If they say a claims experience:
"I know it's frustrating when claims aren't handled well. You buy insurance expecting claims to be paid."
If they say service:
"I can understand it’s frustrating when you’re paying a lot of money each month for your insurance and don’t get the type of service you expect."
"Is there any other aspect of your car insurance that you aren’t happy with or anything specific you're hoping to improve with a new policy?"
Auto, no home/Renters
Advisor: Hi [Client’s Name], this is [Your Name] from Heritage Insurance. How are you today?
Transition to Purpose
Advisor: The reason for my call is to make sure we're covering all your needs. I noticed you have your auto insurance with us, which we appreciate. I was wondering if you’ve thought about bundling your home/renters insurance with us as well?
2nd Transition if needed:
Our goal is to always educate and advise our clients. I'd love to talk and understand your specific situation with your [policy type] insurance. Do you think discussing this could benefit you?
- With the cost of home repairs and construction materials rising, how confident are you with the coverage you have in place?
- Are there any specific concerns or challenges you’re facing with your current provider?
- Have you recently reviewed your home/renters insurance policy to ensure you're still covered properly?
- Are you concerned there could be any gaps in coverage that might leave you paying out of pocket?
- Would it help to explore better coverage options for more peace of mind?
- How do you know you’re getting the best value for your money?
Home/Renters no Auto:
Advisor: Hi [Client’s Name], this is [Your Name] from Heritage Insurance. How are you today?
Transition to Purpose
Advisor: The reason for my call is to make sure we're covering all your needs. I noticed you have your home insurance with us, which we appreciate. I was wondering if you’ve thought about bundling your auto insurance with us as well?
2nd Transition if needed:
Our goal is to always educate and advise our clients. I'd love to talk and understand your specific situation with your auto insurance. Do you think discussing this could benefit you?
- With the rising costs of vehicle repairs and maintenance, how confident are you with the coverage you have in place?
- Are there any specific concerns or challenges you’re facing with your current provider?
- Have you recently reviewed your auto insurance policy to ensure you're still covered properly?
- Are you concerned there could be any gaps in coverage that might leave you paying out of pocket?
- Would it help to explore better coverage options for more peace of mind?
- How do you know you’re getting the best value for your money?
Umbrella:
Advisor: Hi [Client’s Name], this is [Your Name] from Heritage Insurance. How are you today?
Transition to Purpose
Advisor: The reason for my call is to make sure we're covering all your needs. I noticed you have both your auto and home insurance with us, which we appreciate. I was wondering if you’ve thought about adding an umbrella insurance policy to enhance your coverage?
2nd Transition if needed:
Our goal is to always educate and advise our clients. I'd love to talk and understand your specific situation with your current insurance coverage. Do you think discussing this could benefit you?
- With the increasing risks of lawsuits and large claims, how confident are you with the liability coverage you have in place?
- Are there any specific concerns or challenges you’re facing with your current coverage limits?
- Have you recently reviewed your liability coverage to ensure you're still adequately protected?
- Are you concerned there could be any gaps in coverage that might leave you paying out of pocket in case of a major claim?
- Would it help to explore better coverage options for more peace of mind?
- How do you know you’re getting the best value for your money?
Voicemail:
Script:
Hi [Client’s Name], this is [Your Name] from Heritage/Uno Insurance. I hope you’re doing well.
I’m reaching out because I noticed you have your [current line of business] insurance with us, and I wanted to discuss how we might be able to enhance your coverage by bundling it with our [desired line of business] insurance.
Please give me a call back at your earliest convenience at [Your Phone Number]. I look forward to speaking with you. Have a great day!
Once I issue your policy, I want to make sure I explain next steps as a client of (Heritage). This will also be sent in an email to reference.
- E-sign Application:Within 24 hours, you'll receive a text with a link to sign your application electronically. Please review and sign it. If you don't, any declined coverage will be added, increasing your premium.
***If insured with Safeco, Progressive or Travelers, go here and then skip 2 & 3***
You're insured with Safeco/Progressive/Travelers, giving you 24/7 access to our dedicated service team for any questions or policy changes. I'll send you a text and an email with the phone number—please save it and call that number anytime you need help.
- How we Communicate/Make Changes/Access Documents:We strive to make managing your insurance as simple as possible. Here’s how:
- Texting: Texting is the quickest and easiest way to communicate. (Our texting number is: 253-201-4280).
- Client Center: We have an online portal where you can manage your policy(s).
- Service Team: Moving forward, you’ll have a dedicated service team who will be your primary contact for any questions or changes regarding your policy(s).
Thank you once again for choosing Heritage! We're appreciate your business…
Hi [NAME],
This is [Your Name], I’m just following up on your auto insurance request. I’d love to speak with you and discuss your insurance needs and see if we can save you money. I can gather the necessary info on a quick call, it doesn’t take more than 10-15 min.
I’ve already sent you an email and text including your insurance quote, so we can also communicate that way as well – whatever is more convenient for you. I’m here to help, no pressure, my goal is to provide (simple) solutions.
You can reach me directly at (number). Hope to hear from you soon, thanks!
“Thank you for calling Heritage, this is ______________, how can I help you today?”
Acknowledge what they say and let them know that we need to verify your contact information first: phone, email and address.
“Thanks for verifying.”
Pause…
“As I go through your policy I'm going to review coverages with you and review all of your discounts. Are you ok with that?”
(As you go through the policy identify any Cross-sell/Coverage Improvements you see)
- Make change/Help customer
- Set expectations and thank them for their time.
Fire/Reject a Client
Option 1:
Thank you for considering Uno Insurance. Unfortunately, we do not have the appropriate options for your insurance needs at this time. We suggest seeking coverage from other providers who may be able to assist you. Wishing you the best in your search for insurance.
Option 2:
We appreciate you reaching out to Uno Insurance. At this moment, we are unable to offer an insurance policy that fits your requirements. We recommend exploring other insurance options available to you. We hope you find the coverage that suits you best.
Option 3:
Thank you for reaching out to Uno Insurance. At this time, we don't have any options available for your insurance needs. We recommend exploring other providers who may be better suited to assist you. Wishing you the best in finding the right coverage.
I don't have anything, it's not worth it.
-
"Have you considered how renters insurance can protect you from liability if someone gets injured in your apartment and decides to sue you?".
-
"What would you do if an accident happened in your rental and you were held responsible for the damages or injuries?"
-
"Even if you don't have many possessions, how would you handle the legal costs and potential settlement if you were sued for an accident in your apartment?"
I get it through my apartment complex.
-
"Have you reviewed the specifics of the renters insurance provided by your apartment complex to ensure it covers all potential risks and liabilities?"
-
"What would you do if a major incident occurred and the insurance provided by your apartment complex didn't fully cover your personal belongings or liability?"
-
"Are you aware that many apartment complex policies may not offer comprehensive coverage for personal liability or all types of damage to your belongings?"
I'm still shopping around...
- What specific factors are most important to you when comparing quotes from different providers?
- What additional benefits or features are you looking for in an insurance policy that might influence your decision?
- How do you determine the overall value of an insurance policy beyond just the price?
- Which aspects of your current policy do you wish were better or different?
- What specific coverage needs are you looking to address with your new policy?
- How do you prioritize factors like customer service, claim handling, and policy flexibility when comparing quotes?
They aren't sure they need the good coverage we're offering, they're wanting to go cheap.
-
"How would you handle a situation where you cause a serious accident and the other party sues you for damages beyond what your current insurance covers?"
-
"Have you thought about the potential legal costs and financial strain if you were found liable for a major accident and didn't have sufficient coverage?"
-
"What would happen to your assets and financial security if you were sued for an accident and your insurance fell short in covering the damages?"
They don't like the price and are hesitant to move forward, even though they see the value in the coverage that we're offering.
-
"What would peace of mind and complete financial protection be worth to you if an unfortunate incident were to occur?"
-
"Have you considered the potential cost difference between paying a bit more now versus the potential high out-of-pocket costs in case of a major accident?"
-
"If your current insurance doesn't cover you adequately in a serious accident, how would you handle the unexpected expenses?"
Their current policy doesn't expire for another 3 weeks, so they said they'd call back in a few weeks.
-
"What do you think might happen in the next three weeks that would change your need for better coverage?"
-
"How would it feel to have the security of knowing you’re already set with better coverage, rather than having to rush into a decision later?"
-
"Are you aware that insurance rates can change, sometimes even daily? How would you feel if the rate goes up in three weeks when you decide to switch?"
I've been with my same homeowners company for years, I don't want to spend the time to switch when they've done nothing wrong.
-
"When was the last time you reviewed your homeowners policy to ensure it still meets all your current needs?"
-
"How confident are you that your current policy would fully protect you in the event of a major claim, especially considering the potential changes in coverage options over the years?"
-
"Have you thought about the potential benefits and savings you might be missing out on by not exploring other options?"
The coverage you're offering seems more expensive than my current policy, and I'm not sure it's worth the extra cost.
-
"Have you compared the benefits and protection levels of our policy with your current one to see what additional security you might be getting?"
-
"What would be the financial impact on you if a major incident occurred and your current policy didn't cover all the necessary repairs and replacements?"
-
"Are you aware of the potential long-term savings and peace of mind that come with having a more