Independent insurance brokers: the first client call
A broker works with more than one insurer, and the client has to understand that from the first minute. Say it aloud a few times before you say it to a client.
This page describes training: practising a call with an AI client. DIRI AI does not evaluate employees, and the outcome of a call is not a basis for decisions about people.
The situation: the client does not know what a broker does
The client asked for a quote or was referred by an acquaintance. They do not know whether you work for an insurer, whether you charge them, or why they should not simply compare prices online.
- The client asks straight away which insurer is the cheapest and expects one number.
- The client assumes you represent a single company and wants to know whose interest you serve.
- The client has a policy and wants to know whether to leave it, but has not said what they want to protect.
Typical mistakes
A broker knows the market well, and that makes it easy to start explaining before asking.
- Naming a product or an insurer before you understand the client's situation.
- Explaining the broker's role in jargon, or skipping how you are paid and who the client's contract is with.
- A long list of insurers instead of one or two questions about what the client wants to protect.
- Pushing a change of policy without asking what the client likes about the current one.
- No agreed next step at the end of the call, such as a date, the documents to send or who calls whom.
How you practise it in DIRI AI
The AI client plays someone who has just contacted a broker and reacts to what you actually say. Do not put real client data or real policy numbers into a scenario.
- Write your own scenario: the type of insurance, the client's situation and their biggest worry.
- Set the difficulty and the client type, for example comparing offers or distrustful of intermediaries.
- Practise the opening, the explanation of your role and the questions about what the client wants to protect.
- In the report after the call you will see quoted moments and one recommended change.
- Repeat the call with an adjusted opening and compare your attempts.
A sample from practice
A client who found a broker online begins by asking which insurer is cheapest.
- You
- Good morning, thank you for getting in touch. I work with several insurers, so I would first like to understand what you want to protect. Who or what is the insurance for?
- AI client
- Our house and the two of us. But which insurer is cheapest? That is all I want to know.
- You
- The cheapest policy is not always the one that pays out in your situation, so I will compare a few and explain the differences in writing. I will also tell you how I am paid and who the contract is with. May I ask two questions about the house?
- AI client
- All right, go on. I just do not want to be sold the most expensive thing.
- You
- Understood, I will show you the options side by side and you decide. Shall we speak on Thursday at four, and would you send me the current policy beforehand?
- AI client
- Thursday at four is fine, I will find the policy.
This example is fictional. It is not a transcript of a real call and not a sample of an evaluation output.
Frequently asked questions
Is the practice meant for independent brokers only?
No. The same practice suits tied agents and advisers in a brokerage firm. You describe your own role and terms in the scenario.
Does the AI client know insurers, products and prices?
No. You describe the product and the situation in your own scenario. The practice is about how you conduct the call, not about product advice.
Does practice replace regulatory training or the rules of my firm?
No. It does not check legal or compliance requirements. You practise the conversation and keep following the rules that apply to you and your firm.
Is the score a basis for evaluating staff?
No. The score is for training. It is neither designed nor validated as a basis for decisions about employees.
Can I train in other languages too?
Yes, in Czech, Slovak, Polish, German, English, Spanish, Portuguese, Italian, French, Romanian and Hungarian. Scores for calls outside Czech are marked as preliminary.
Learn: guides for this situation
Free tools for this situation
Practise your first broker call today
Describe a client's situation, explain your role aloud and read which sentence to change. Free plan: 3 voice calls a month, up to 5 minutes each.