FEX

OBJECTIONS

I don't have time - "I understand I caught you at a bad time. Would you happen to have just 1 minute to see if it makes sense to call you back later?"

I already took care of it - "That's not a problem, how long ago did you get it? While I have you on the phone, would it be a crazy idea to offer you one more quote just to be sure you were offered the best policy available?"

Not interested - "Oh, are you not interested because it may be unaffordable, or that you might not qualify?"

I don't remember - "That's not uncommon, it looks like you may have clicked something on facebook about protecting your family from out of pocket funeral expenses. Does that ring a bell?"

I can't afford it - "If you don't mind me asking, were you wanting to cover anything beyond final expenses? < No > If it helps, finding affordable funeral and cremation plans under $50/mo is what I specialize in. Would you like to see if I can help you find something affordable as well?"

Do you have a few minutes to see if you qualify, and then you can decide if it makes sense. Is that fair?

ELG Script

ELG OPENER

Hi, {{contact.first_name}}?

Hey, it's just Chris, giving you a quick call about the state‑approved final expense programs here in [State].

You had requested some information about coverage to help with funeral and burial costs, and my job is just to go over what you qualify for and see what fits your budget.

And was this inquiry just for yourself or for anyone else as well?

OPENER

Hi, {{contact.first_name}}, Hey, it's just Chris calling about the final expense life insurance programs you reached out to us about.

Are you looking for yourself or a loved one?

Before we get started, I do need to let you know our call may be monitored or recorded, and I just want to confirm a couple details so I can get this out to you. < Verify whatever info you have with your lead, even if it's just zip code >

All correct?

DISCOVERY

Can I ask {{contact.first_name}}, what caused you to want to get some information on final expense protection in the first place?

Agent Note: Your answer will likely be surface level & probing will allow for building a deeper conversation
Example: "I'm just getting older"

Probe: "What about getting older has you thinking that now might be the right time to consider some coverage?"

UNCOVER THE PAST

So before today {{contact.first_name}}, have you already been out there, looking for a policy to put in place?

YES

How long have you been looking?

What have you found?

What caused you to not move forward?

Have you ever had life insurance before?

If Yes: How much coverage does it provide?

Are you looking to increase your total coverage or make sure you aren't overpaying?

If Increase: Why do you feel like what you currently have is not enough?

UNCOVER THE PAIN

Is covering the final expenses the primary goal?

And to help me understand how much coverage you might need for that, have you given any thought between a traditional burial or direct cremation?

And if it's affordable, would you like to leave any " i love you " money behind?

Speaking of those you love, who will be the person responsible for going down to the funeral home, meeting with the funeral director, and making all the decisions associated with your funeral?

Ahh, it seems important to you, {{contact.first_name}}, that your < person responsible > doesn't have to come out of pocket and pay for anything.

Is there something going on with < beneficiary > that makes you think he / she wouldn't be able to pay for it if he / she had to?

Agent Note: Try to re-state / reframe you rprospectss WHY after they share it with you.

Example: "So as a Mother, and as a Grandmother it's important to you to that your family is not left with the burden of having to scramble finances together or figure things out. It sounds like money is the last thing you want them to worry about when that time comes."

Let's pretend we get this in place today- your coverage is active, your plan is locked in. How would that help your < beneficiary > the most?

And for you, {{contact.first_name}}, - not just your family - what does that do for you personally?

To know that as a mother / father / grandparent that you took on that burden of responsibility to finally get this handled... and you're no longer leaving that burden to someone else?

CONSEQUENCE

Let's pretend for a moment that you didn't put anything in place or you pushed the decision and passed away without any protection. Is there a Plan B? Anything in savings or retirement?

What would that moment look like if you passed away and there was no plan in place?

So if you could lock in this peace of mind today, {{contact.first_name}}, assuming we can find something comfortable and affordable... how would that feel to finally know it's taken care of?

CREDIBILITY

My name again is Christopher or Chris Richardson and the state department of Insurance requires that I provide you with my National Producer Number, which you can also use to verify my credentials by visiting the Department of Insurance.

Do you have a pen & paper to write it down?

While you get that, I'm also going to text you a copy of my business card so you know exactly how to reach me.

Now my job as a licensed broker for the state of {{contact.state}}, is to shop around with all 26 major carriers to find who will offer you the best rate based on your age and your health.

This way you don't have to worry about calling all of them yourself.

Do you like the idea of that?

Most people I work with are on a fixed income, so it's very important that we find something comfortable and affordable.

{{contact.first_name}}, are you on a fixed income like social security or disability? And does that money get directly deposited into a bank account or do they pay you on a direct express card?

Agent note: Some carriers do not accept D.E. cards, plus they tend to have a lower persistency overall. Our recommendation is to make sure your client can afford the payment each month and you choose a carrier that has true social security billing. TransAmerica, Corebridge & Gerber are good options.

EDUCATION

Before we get into the health questions, it's important to understand what type of policy makes the most sense to apply for.

Do you happen to understand the difference between term and whole life, or has anyone ever explained it to you before?

Yes: That's impressive! Just to make sure we're on the same page, I'd love to know your understanding on the difference between the two.

Agent Note: If your prospect says YES, they may not get it all right or possibly miss a few things. Congratulate them on what they do know and ask permission to fill in the gaps.

No: This is a perfect place to start then, because if you don't understand the difference, you might accidentally buy a policy that won't even be there for your family when they need it.

The best way I can explain it to you is that term insurance is temporary, which means it only lasts for a certain amount of years and then it cancels.

Term insurance also provides a higher amount of coverage for a smaller monthly payment to protect things like a mortgage, or income replacement when raising a family because they only need it for a certain amount of time.

Plus the price can go up over time, which can make it unaffordable.

Does that make sense?

Even the longest term insurance policies typically cancel by age 80 and then your family is left with nothing. <PAUSE>

{{contact.first_name}}, do do you see why term insurance may not be the option for you?

Would you mind telling me why you agree with me?

Now whole life insurance is the exact opposite.

Once you’re approved, the payment can never go up, the coverage can never go down, and it can never be cancelled at any age.

These are the types of policies that people get to make sure their funeral and final expenses are taken care of because it’s permanent.

Does that make sense?

Do you have any questions at all about term or whole life insurance,{{contact.first_name}}?

UNCOVER THE NEED

So now that we understand what type of insurance to look for, and what you want it to take care of, the next step would be to try and figure out how much coverage you might need.

Have you ever had to plan or pay for a funeral before?

Yes: What was that experience like?

No: Wow, you’re very fortunate.

Do you know anyone who’s had to go through that?

Agent Note: This is your opportunity to help place your prospect at the funeral home and get them to picture what it will be like for their loved ones when they pass. Allow them to share a story and ask clarifying questions such as "tell me more about that," or "what type of impact did that have on you?"

**Remember, change only takes place when emotion creates urgency**

Earlier you shared with me that you wanted a < traditional burial / cremation >.

Do you have any idea how much that is costing in your area?

Luckily I have access to a database that gives me up to date pricing by state, city and even zip code and I can even compare funeral homes in your area to help give you an idea of what they are currently charging.

Would you like me to look that up for you?

Agent Note: Have a discussion with your prospect about current costs and also consider inflation over the next 5-15 + years. Use the website below as a guide but also keep in mind that it doesn't have to be all or nothing. Make sure you discuss the fact that any amount of coverage will always be better than nothing at all, especially if age and health become factors that limit your options and increase pricing.
https://www.funeralocity.com/average-funeral-price

UNDERWRITING

{{contact.first_name}}, now that we know how much coverage you need, it’s time to figure out which carrier will be the best fit based on your current health.

"If we can find something that's affordable for you that takes care of your family exactly the way you want, I'm assuming that you want to at least apply to see if we can get you covered, right?"

Agent Note: Use ToolKits as you are asking health questions so you can populate the answer and medications as you ask them. This consolidates your conversation and speeds up underwriting.
Also use CrankWheel

HEALTH QUESTIONS

Agent Note: Practicing this section is critical. You want to try and get through it quickl yto keep the prospects in emotion-based thinking. Enter their answers directly into tool kits, limit the follow up questions toolkits asks to get through it within just a few minutes. DO NOT spend too much time here or you will exhaust them.

{{contact.first_name}}, do you use any form of nicotine?

What is your height & weight on a good day?

Diagnosed with diabetes? ( If yes, currently taking insulin or metformin. If Insulin, what age did that start. What was the last A1C reading? )

If yes to diabetes, any complications including neuropathy, retinopathy, diabetic coma, or amputations?

Any nerve blocker meds such as gabapentin or lyrica?

Any history of heart attacks, strokes, seizures or cancer?

Any heart conditions like A-fib - congestive heart failure - cardiomyopathy or stents

Lung disease like COPD or Emphysema ( If yes- any oxygen or inhalers? )

Diagnosis of bipolar disorder or schizophrenia?

Any kidney or liver problems like Cirrhosis or Hepatitis?

Dementia, Alzheimer, or treatments for any memory loss?

AIDS, HIV, ARC or any alcohol or drug abuse history?

Any hospitalizations in the last 2 yrs?

Do you use a wheelchair or any major assistance to help get around?

Are you currently taking any medications for high blood pressure or cholesterol?

Are you currently taking any other prescribed medications?

Any Felonies in your past? When?

CARRIER CHOICE & VALUE

Based on the information you shared with me, it appears we can apply for coverage with < CARRIER NAME >, have you ever heard of them?

AMERICAN AMICABLE

Over a 100 year old Company, established in 1910. They have an ' A ' rating on AM Best and an A + on the BBB, which means they pay out their claims. They also have a built-in funeral concierge service that will work with your family when you pass to help them submit the claim and get them paid within 48 hours. Do you like the idea of that? Do you already have a will? This program will also help you create a will, health care directive, and power of attorney at no cost to you. Lastly, the funeral concierge will also help you set up your final wishes and work with your family to negotiate funeral service pricing with local funeral homes.

SBLI ( Savings Bank Life Insurance )

Founded in 1907, they hold an ' A ' rating on AM Best and an A + on the BBB, which means they pay their claims. They also tend to approve same day coverage for conditions like COPD, kidney & liver disease where other carriers make you wait 2 years. You also get a free membership to their Sequoia Funeral concierge program which provides 24/7 guidance for all steps of the funeral process, discounts on funeral services, and they help with the legal documentation needed to transport the body. Do you like the idea of this?

TRANSAMERICA ( Express )

Over a 120 year old Company with over 10 million customers and an A rating on AM Best, which is how Life Insurance Carriers are rated. This means they pay their claims. They also have a built-in funeral concierge service that will work with your family when you pass to help them submit the claim and get them paid within 48 hours. Do you like the idea of that? Do you already have a will? This program will also help you create a will, health care directive, and power of attorney at no cost to you. Lastly, the funeral concierge will also help you set up your final wishes and work with your family to negotiate funeral service pricing with local funeral homes.

COREBRIDGE/AIG

Founded in 1926, they have an ‘A’ rating on AM Best, which is how Life Insurance Carriers are rated. This means they pay their claims. They are one of the few companies that will oer same day coverage for people with prostate or breast cancer, but they also oer guaranteed life insurance for people who have a hard time getting it anywhere else. This means no more health questions, no questions asked. Do you like the idea of that?

FORESTERS

Founded in 1874, so for over 150 years they are one the leaders in life insurance. They have an ‘A’ rating on AM Best which means they pay their claims. When you get a policy with Foresters, you also get some great benefits including access to LawAssure which helps you customize a free will and designate a power of attorney. And because they are a very diabetes-friendly company, they also oer a 33% savings on accu-check products needed to test blood sugar. Do you like the idea of that?

MUTUAL OF OMAHA

Founded in 1909, they are one of the most recognized life insurance carriers and also a Fortune 500 company worth over $45 billion. This means you won’t have to worry that your family won’t get their money when you pass.

BALTIMORE LIFE

Founded in 1882, so a 140 year old Company who has a very strong reputation for integrity and service to its policy holders. They have an A rating on the AM Best which means you can count on them to pay their claims. They are one of the few Companies who insure up to age 89 and can provide day 1 coverage for conditions like history of Cancer, COPD, AFib, Heart Attack, Stroke, or even Kidney Disease.

ETHOS TECHNOLOGIES INC.

A modern life insurance technology company founded in 2016, Ethos has helped activate over 500,000 policies and is built to make coverage simple, fast, and affordable. Their platform allows many customers to apply online in minutes, often without a medical exam, and they work with multiple carriers to help match families with coverage options.

Ethos is designed to make the process easier for families who want life insurance without long paperwork or delays. Depending on the policy and carrier, applicants may be able to get same-day or very fast coverage, and Ethos focuses on a streamlined digital experience.

CICA LIFE OF AMERICA

A life insurance company that provides coverage designed to help families prepare for the unexpected and protect their loved ones from financial burden. Their policies are built to give clients a simple way to leave money behind for final expenses, debts, and other end-of-life needs.

This company may be a good fit for people who want a basic, dependable life insurance option without a lot of complexity. The goal is to help families have peace of mind knowing there is a plan in place when the time comes.

Aetna/CVS Final Expense Whole Life

Aetna is part of the CVS Health family and is backed by an A (Excellent) Financial Strength Rating from AM Best, which is a strong indicator of the company’s ability to pay claims.

This final expense whole life policy is designed to help cover funeral costs, burial expenses, medical bills, and other end-of-life needs, and it does not require a medical exam.

It also includes access to Everest Funeral Planning and Concierge Services, which can help your family with funeral planning and related arrangements.

In addition, Aetna has offered policyholder resources that include living wills, health care directives, and durable financial power of attorney support through related benefits programs.

Do you already have a will in place, or would you like help organizing your final wishes so your family is prepared?

RECOMMENDING OPTIONS

Before we look into coverage options, I want to recap that even though the goal is to completely cover < INSERT WHAT PROSPECT WANTS TO COVER >, it's even more important to find something comfortable and affordable, because if you can't afford to make the monthly payment, it won't do you or family any good anyway, right?

Would you mind grabbing a pen and paper so you can write down some options as we go through them?

Agent Note: Below are good starting points for coverage recommendations. Always quote high to low

Burial: $20,000 - $15,000 - $10,000

Cremation: $10,000 - $8,000 - $5,000

Example: The first option I have for you will be more than enough to take care of transportation, the plot, casket, outer burial container, headstone, memorial, celebration of life and leave approx $10,000 extra for your family.

If this feels a little outside of your budget, remember we can always go down and still take care of all the out of pocket funeral expenses, ok?

For $30,000 in coverage, the monthly premium is just $185 / mo.

Now before I give you any other options, how does that price point feel?

Agent Note: Be prepared to provide 2 additional options and justify each one based on the needs of the client.

I WANT TO THINK ABOUT IT / TALK TO SOMEONE

I understand wanting to think about it... this is a big decision, {{contact.first_name}}.

Let's pretend for a moment that the Insurance was free... besides the money... what else do you think might be holding you back from wanting to put this protection in place for your < family >?

< If it is just the price holding them back > To clarify, is it the actually monthly payment you have concerns about or the fact that you don't have the funds to make a payment today? >

<funds today- suggest a future date and ask if that would be more comfortable >
< payment too high > Can I ask you another question?

Do you think you could set aside any amount of money to a savings account each month to until you get to < $ quoted $ >?

How much would that be? Would you like me to see how much coverage I could offer you today for that same amount of money?

That way, you don't have worry about passing away before you save it all.

So for $ X / mo, we could start with $ XXXX in coverage so you at least have the peace of mind that your family is guaranteed something.

Would that be a reasonable solution?

CLIENT SELECTS AN OPTION

Wonderful, {{contact.first_name}}! And that monthly payment feels comfortable and affordable for you every month?

Does it also give you the peace of mind you were looking for?

Ok, let's start the application then and make sure we get the final approval.

If it does, would you want this to go into effect right away or would it make more sense to align it with your social security?

COOLDOWN

Alright, we have finished the application and before we go, I want to ask how you feel?

That's so nice to hear.

Our goals are twofold: to qualify you for a plan that protects your family, and to find one that's comfortable and affordable for your budget.

Have we achieved these goals today, {{contact.first_name}}?

Great! I've made several promises to you during our conversation today, and now I'm going to ask you to make two promises to me, okay?

One: If affordability ever becomes an issue, promise to reach out to me.

I want to make sure we help you keep any coverage you've already paid for or get any available cash value back to you.

Two: While I hope I've earned your trust, if someone ever oers you a " better plan " and you want to speak with them, feel free... just write everything down, give me a call, and allow me to review it with you first.

I have done my absolute best to find the best available coverage for you today, and a " better plan " simply doesn't exist.

Deal?

I'm really glad I was able to help you take care of this today.

Now just before I let you go, do you know anyone else who could benefit from at least understanding what their options are?

Any friends, family, neighbors?

I have sent you my contact information already so you know how to reach me if you need anything at all.

FINI

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