What do I say in the first line of an insurance call?
- Name, company, and the reason they will recognise: the policy that is due, the enquiry they made, or the claim they asked about. "Your motor policy renews on the eighteenth" earns a conversation. "We have an exciting offer on insurance" ends one.
How do I handle "I already have insurance"?
- Treat it as information, not a refusal. Ask what they hold and when it renews, and note both. Half the time the answer reveals a gap, and the other half you have a dated callback for a renewal you would otherwise never have known about.
What do I say when the customer says the premium is too high?
- Ask what they are comparing it with, then talk about what the difference covers rather than defending the number. If they are genuinely comparing like with like and yours costs more, say what the extra buys and let them decide. Arguing about price without knowing the comparison is how these calls stall.
How do I explain a claim settlement ratio on a call?
- In one sentence and plain numbers, without jargon. Customers want to know whether claims get paid, and a long explanation of ratios sounds like something being hidden. Say the figure, say what it means, and stop.
What do I say to someone who says insurance is a waste of money?
- Do not argue the philosophy, because nobody has ever been talked out of that position on a first call. Ask one question about their situation, dependants or a loan, and let the answer do the work. If it does not, close politely and log it accurately.
How do I ask for documents without sounding bureaucratic?
- Name exactly what is needed and why, in one message that goes out as the call ends. Uncertainty is what makes document requests feel heavy; a specific list with a reason attached gets returned far faster than "please share KYC".
What do I say when a customer wants to think about it?
- Accept it and fix a date in their words. "Shall I call Thursday evening?" A follow-up without a date does not happen, and "I will get back to you" from a customer almost never means they will.
How do I handle a renewal the customer forgot about?
- Lead with the date and the consequence in plain terms, not with a pitch. Most lapses are genuine forgetfulness rather than a decision, so the call that reminds somebody a policy ends on Friday is a service call and gets answered like one.
Should I offer a comparison with another insurer?
- Only if you can do it accurately. Vague comparisons invite the customer to go and check, which usually means a competitor does the comparing. If you genuinely know both products, a fair comparison is the most credible thing you can offer.
When should renewal calls start?
- Twenty days before the due date for motor and health, with a second call at seven days if unpaid. Both should come from a reminder that rings the advisor, not from a printed list.
How do I open a health insurance cold call?
- With the enquiry if there was one, and with a question if there was not: "Is your family covered only through your employer?" That question is answered by most people and leads straight to the gap.
Should I quote yearly or monthly premiums?
- Monthly for new health and term plans, because the customer compares against a monthly salary. Yearly for renewals, because that is the number on last year's policy and the bonus makes it look good.
Is it legal to call people about insurance in India?
- Calling your own policyholders and people who enquired is normal business. Cold calling numbers on the DND registry is not allowed; keep a Do not call stage and honour it, and keep the record of what was sent and when.
Can this script be used in Hindi or a regional language?
- Yes. Keep the structure and the numbers; the Hindi telecalling script on this site has the phrasing. Most renewal calls in India run in the customer's language with the amounts in English.
How do I know which advisor's script is working?
- By outcomes, not recordings. Renewals called before the due date, paid on the call, and new-lead calls that reached the explanation stage, per advisor on the dashboard.
