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Mini playbook

Insurance phone sales playbook

A one-page playbook for advisers and brokers who speak to clients by phone. It puts consent, needs and clear notes ahead of the sale.

Choose "Save as PDF" in the print dialog. Nothing is sent anywhere and no account is needed.

When to use it

Use it for first calls with new and referred clients and for check-in calls with existing ones.

The playbook

Insurance phone sales playbook

Mini playbook

Start with consent and context

  • Say who you are, which company you represent and why you call.
  • Ask whether it is a good time and how long the person can talk.
  • If the contact came from a referral, say who referred them, with the referrer's agreement.
  • End the call politely if the person does not want to talk.

Needs questions

  • Who depends on your income, and for how long?
  • What cover do you already have, through work, a bank or a previous adviser?
  • What would be the hardest thing to manage financially if something happened?
  • What budget feels comfortable, and what does not?

Honest replies to objections

  • 'It is too expensive': ask what they compare it with and what cover matters most.
  • 'I need to think it over': agree what they need to decide and when to talk again.
  • 'I already have insurance': ask what it covers and where the gaps may be, without criticising it.

Next step and notes

  • Agree one clear next step, such as a meeting or a written overview.
  • Note the client's needs, the questions asked and the answers given.
  • Send a written summary within a day.

Stay within the rules

  • Rules differ by country and by product; follow your own company's compliance guidance.
  • Never promise returns or results you cannot guarantee.
  • This is training material, not legal advice.

DIRI AI · diriai.com · Training material, not legal or financial advice.

Replace the [square brackets] with your own facts and adapt the wording to your own voice.

How to use it

  1. Read it with your compliance guidance beside it and note where the two differ.
  2. Practise the consent opening until it is calm and short.
  3. Review your notes weekly; a record that is easy to understand protects both client and adviser.

Practise it before you dial

In DIRI AI an AI customer, clearly marked as AI, answers your call and reacts the way a busy person might. Matching scenario: Life insurance: a family with one income. The Free plan costs nothing.

Practise this in DIRI AIRead about the scenario

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