Insurance scripts are you a fan? While I’m not the biggest fan of insurance scripts, I do advocate that scripts are a great starting point. My issue with scripts is they don’t always sound like me. However, if I view scripts as a first draft – take the best parts of the script and then make them my own, well, now we have a winning ticket. The reality is, how we say things and what words we choose greatly impact the outcome of the request.
Early on in my career, I worked for someone who was a stickler for what words to use and not use. Some team members would roll their eyes, but I was young and a sponge. Being eager to learn (and I still am!), I quickly realized that some of my team members were resistant to new ideas and often dismissed the owner’s recommendations.
I chose a different approach, thinking, “He has more experience than I do, and he’s willing to teach me—so why not take the opportunity?”
I may have felt a bit silly upfront, but that feeling burned off. From that point forward, I noted every word he said to use and not use. Taking it one step further, I asked him why, so I could understand the context. Beginning to memorize the words, and lo and behold, it worked. I was able to get through work faster, sell more insurance, and the clients embraced me. Achieving great control of the clients just by using insurance scripts.
From that point on, I realized the words I chose, how I said them, and the tone of my voice were some of my most powerful weapons. I had to be intentional and confident, and to be honest, this took time. But once I memorized it and studied it, this became how I do business.
Words to Not Use With Clients & What To Say Instead
- “Cheap” – Use “affordable” or “cost-effective” instead.
- “Promise” – Replace with “commit to” or “work toward.”
- “Guaranteed” – Use “designed to” or “intended to” as guarantees can be legally binding.
- “Assume” – Replace with “clarify” or “confirm.”
- “Coverage for everything” – Be specific and avoid creating unrealistic expectations.
- “Trust me” – Build trust through actions, not words.
- “Standard” – Use “customized” or “tailored” to highlight personalized solutions.
- “No risk” – Replace with “reduced risk” or “mitigated risk.”
- “Just” (as in “it’s just…”) – Avoid minimizing client concerns.
- “Policy won’t change” – Say “Your policy is currently set up as…” to leave room for updates.
- “Cancel anytime” – Instead, explain specific cancellation terms.
- “Fine print” – Replace with “policy details” or “important terms.”
- “We can’t do that” – Use “Here’s what we can do for you” to stay solution-oriented.
- “Not my job” – Always maintain professionalism by offering to help or redirecting appropriately.
- “Don’t worry about it” – Acknowledge concerns and provide clear explanations instead.
- “Basic” – Say “foundational” or “core coverage” to avoid sounding dismissive.
- “Expensive” – Use “higher value” or “premium coverage” to reframe the perception.
- “Probably” – Replace with “Let me confirm that for you” to avoid uncertainty.
- “Mandatory” – Use “required by law” or “essential” for clarity and professionalism.
- “I don’t know” – Always follow with “but I will find out for you.”
The language you use builds trust, credibility, and professionalism, so choosing words carefully is crucial in client interactions.
Insurance Script for Rate Increases
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Acknowledge Their Concern:
Validating the client’s frustration helps build trust and calms the situation.
- Example Script:
“I completely understand how a rate increase can be frustrating, and I want to make sure we address your concerns.”
- Example Script:
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Explain the Reasons for the Increase:
Providing context helps the client understand the factors behind the rate change.
- Carrier-Specific Factors: “The carrier has adjusted rates due to increased claims in your area.”
- Personal Factors: “Your rate was impacted by [claims history, changes in credit score, etc.].”
- General Factors: “We’re seeing higher rates across the board due to inflation and rising repair costs.”
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Highlight the Value of Their Policy:
Shifting the focus to what the client is getting for the price can help justify the cost.
— Example Script: “Your current policy includes [specific benefits like accident forgiveness, replacement cost coverage, etc.], which provide peace of mind and great value.”
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Explore Discounts and Savings:
Offering ways to reduce costs shows you’re committed to helping them save.
— Bundling home and auto policies.
— Increasing deductibles for a lower premium.
— Adding telematics programs or defensive driving courses.
— Eligibility for discounts (e.g., safe driver, loyalty).
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Offer Alternative Options:
Presenting alternatives empowers the client and shows flexibility.
— Example Script: “We can also explore other policy options or carriers that might better fit your budget, while still ensuring important coverage isn’t sacrificed.”
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Use a Calm, Reassuring Tone:
Your demeanor influences how the client reacts. Stay confident and empathetic.
— Example Script: “My goal is to help you find the best solution and ensure you’re comfortable with your coverage and cost.”
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Share Success Stories or Comparisons:
Demonstrating that their rate is competitive can shift their perspective.
— Example Script: “I recently helped another client in a similar situation who was able to save by [specific action]. Let’s see if we can do the same for you.”
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Offer to Re-Evaluate Later:
It gives the client hope for future savings.
— Example Script: “If we don’t find significant savings now, I can review your file in six months to see if any new discounts or programs become available.”
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End with a Proactive Commitment:
Following up with a clear action plan demonstrates you’re on their side.
— Example Script: “I’ll run a detailed review and send you options by the end of the day. Does that work for you?”
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Follow Up:
Checking back shows you value their business and are committed to resolving their concerns. These are great opportunities to use insurance scripts.
These are just some examples of insurance scripts that we have in our Agency Efficiency Program.
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