Insurance advisers, voice practice
Practise the insurance calls where trust is won or lost
Nobody wants to discuss what could go wrong. Rehearse the referral call, the cancellation threat and the over-55 conversation with a customer who asks the awkward question, and get feedback on your wording.
Free plan: 3 calls a month, up to 5 minutes each. No card.
Three calls worth rehearsing first
Each one is written the way a trainer would brief it: what the customer says, what usually goes wrong and what to say instead. Adapt the wording to your company’s rules.
The referral call with a distrustful customer
- The customer says
- “Who gave you my number? I did not ask anybody to call me.”
- What usually goes wrong
- The adviser apologises three times, or hides behind the referrer’s name.
- Say instead
- “Fair question. [Referrer] mentioned you were reviewing your cover and said it was fine to call. If you would rather I did not, I will note that and stop here. May I take one minute to explain what I do?” Consent first, then the reason.
- Practise with
- Life insurance: referral call, distrustful customer
The cancellation threat after a premium change
- The customer says
- “The premium went up again. I am cancelling the contract.”
- What usually goes wrong
- The adviser defends the insurer or promises something outside the rules.
- Say instead
- “I understand, a higher premium on the same cover is annoying. Before you decide, may I explain what changed and check the cover still fits you? If another option suits you better, I will say so.” Listen, explain the rules, never hold the customer hostage.
- Practise with
- Complaint and threat of cancelling the contract
The customer over 55 with a short horizon
- The customer says
- “I want it safe. I will need this money in six years.”
- What usually goes wrong
- The adviser talks about average returns. Suitability and costs come second.
- Say instead
- “Then let us start with when you need the money and how much movement in value you could accept. I will show you the costs and the risks before we talk about any product, and I will tell you if this product does not fit.” No promised yield, no pressure.
Typical call types
The conversations that come up most often, and what each one is for.
- Referral first call
- Introduce yourself to someone a client suggested, explain why you are calling and ask for a short meeting.
- Needs analysis call
- Ask about family, income, existing cover and worries before any product is mentioned.
- Renewal and price-change call
- Explain a changed premium or conditions honestly and check whether the cover still fits.
- Claims or complaint call
- Stay calm with a customer who is upset about a claim, a delay or a cancelled policy.
Who you talk to and what they care about
Know the person before you dial. Each role listens for something different.
- Young family with a mortgage
- Protecting income if something happens, a monthly cost that fits the budget and not being sold something they do not need.
- Self-employed person
- What happens to the business and household if they cannot work, and flexibility if income varies.
- Existing customer near renewal
- Whether the price is fair, whether the cover still matches their life and how easy it is to get help in a claim.
Top objections and example answers
Examples of a direction, not a script. Say it in your own words and use facts from the customer’s situation.
- “It is too expensive.”
- I understand that cost matters. Can we look at what you are protecting first, and then see whether a smaller or different cover fits the budget better than none at all?
- “I am already insured through my employer.”
- That is a good start. Would it be useful to check together what that cover includes and what would still be missing if your circumstances changed?
- “I need to talk to my partner.”
- Of course, it is a joint decision. Would it help if I send a short summary you can both read, and we arrange ten minutes for both of you to ask questions?
- “I do not trust insurers to pay out.”
- That worry is common and I do not want to wave it away. Which part concerns you most: the conditions, the paperwork or how claims are handled? I can explain how it works for this product.
Sample opening lines
A good opening names who you are, why you are calling and gives the other person an easy way to answer.
- Referral
- Good afternoon, Mrs [Surname]. My name is [your name] from [company]. [Referrer] suggested I get in touch, and I would like to ask whether it is all right to explain why in thirty seconds.
- Existing customer
- Hello, Mr [Surname], this is [your name] from [company]. I am calling because your policy renews soon and I would like to check that it still suits you before it does.
- After a quote
- Hello, [Name], it is [your name] from [company]. You asked for a quote last week. Is this a good moment to go through it, or shall I call at a time that suits you better?
Replace the brackets with your own details. Keep the line short enough to say in one breath.
Wording to handle with care
General reminders, not an exhaustive list. Rules differ by country and company, so follow your company’s approved wording.
- Guarantees about claims or returns
- Nobody can promise that a claim will be paid or an investment product will perform. Describe how the product works and what its conditions are.
- Urgency that is not real
- Telling a customer the offer ends today when it does not is misleading and damages trust.
- Advice presented as a recommendation without needs
- Recommending a product before understanding the customer’s situation can be a problem. Show that you asked first.
- Comparisons with other insurers
- Say only what you can support from current, approved material and avoid disparaging a competitor.
This is training material, not legal advice. For anything specific, ask your compliance or legal team.
Practise these calls in DIRI AI
Talk to an AI customer by voice and read a report with the transcript afterwards. These scenarios are the closest fit for this industry.
Recommended practice scenarios
- Life insurance: referral call, distrustful customer
- Complaint and threat of cancelling the contract
- Investment-linked insurance: customer over 55 with a short horizon
Objections to practise first
The Library in the app also has an industry playbook for insurance: terms, practice objections and the limits of safe handling. It is practice material, not advice.
Take the call before a real customer does
Choose one of the insurance scenarios, talk it through and compare your wording with the report.
Related guides in Learn
Questions about this industry
Does this check that I follow insurance regulation?
No. It trains how you ask, explain and listen. Some scenarios carry a compliance focus line, for example “no guaranteed returns” or “transparent reason for contact”, which you can use as a checklist. Your company’s rules and the law decide what you must say and record on real calls.
Can I rehearse a call where the customer is angry about a rejected claim?
Yes. One property scenario has a customer who had a bad claim experience. You practise acknowledging it without promising an outcome you do not control.
Which insurance lines do the scenarios cover?
Life, risk, property, investment-linked insurance, pension saving, cold calls, cross-sell and retention. See the full list in the scenario library.