Scripts

We create a uniform experience for our clients. No matter what department or team member they speak with. To do that, we follow scripts for every call and interaction.

Access Scripts Below

Sales Scripts

Service Scripts

Sales Scripts

"Hi [Prospect's Name], this is [Advisor's Name] from Heritage. I see you submitted your information for auto insurance; what prompted you to shop your insurance?

{let them answer} 

If they say price

"I get why you’re frustrated; it seems like the price of everything is increasing these days."  

If they say a claims experience

"I know it's frustrating when claims aren't handled well. You buy insurance expecting claims to be paid."  

If they say service

"I can understand it’s frustrating when you’re paying a lot of money each month for your insurance and don’t get the type of service you expect."  

"Is there any other aspect of your car insurance that you aren’t happy with or anything specific you're hoping to improve with a new policy?"

***Use this conversation to filter out unwanted prospects*** 

“I know insurance is complicated/confusing, so I ask these things to make sure I can actually help you.”   

“To ensure we're a good match, I’m going to ask you a few more questions.” 

 

Prospect Qualifiers: 

  • We use technology (text/client center). 
  • We maximize discounts, we’ll find all the discounts available. 
  • We educate whether you buy the coverage or not (we ensure you have good coverage). 
  • Homeowner (Heritage)/Renter (Uno). 

 

Example Qualifiers: 

  • We use technology to make the insurance process simple, our main form of communication is text, does that work for you? We also have an online portal where our customers can always access their policies and submit change requests, does that also work for you?  
  • Our goal is to maximize your savings, do you want me to provide you all the available discounts? 
  • Part of us helping you maximize all your discounts is by educating our clients. So, I’m going to suggest specific coverages that you need, as well as recommend other policies that will help protect you - like renters and life insurance. Does that work for you?  
    • If they push back, just tell the info provided for the auto quote is all that’s needed to generate the other 2 quotes.  

Hi [Client Name], this is [Sales Advisor Name] from Heritage/Uno Insurance. 

I was reviewing your account and noticed you only have your (product - auto/home/renters, etc.) insurance with us. So, I wanted to reach out because bundling multiple policies can provide significant savings. As well as ensure you are better protected from all potential risks.  

Would you be interested in having a quick conversation? 

 

Voicemail: 

Script: 

Hi [Client Name], this is [Sales Advisor Name] from Heritage/Uno Insurance. 

I was reviewing your account and noticed you only have your (product - auto/home/renters, etc.) insurance with us. So, I wanted to reach out because bundling multiple policies can provide significant savings. As well as ensure you are better protected from all potential risks.  

Would you be interested in having a quick conversation? If so, please give me a call back at your convenience at 602-428-3401 

Purpose: To ensure the best client experience and they have clarity on how they will service their insurance after the sales process.  

"Once I issue your policy, I want to make sure I explain next steps as a client of (Heritage). This will also be sent in an email to reference.  

 

  1. E-sign Application: Within 24 hours you'll receive a text message with a link to electronically sign your application. Please review it for accuracy and sign it. If you don’t, any coverage you declined will be added to the policy – which means your premium will increase. 
  1. How we Communicate/Make Changes/Access Documents: We strive to make managing your insurance as simple as possible. Here’s how we do that: 
  • Texting: Texting is the quickest and easiest way to communicate. (Our texting number is: 253-201-4280). 
  • Client Center: We have an online portal where you can manage your policy(s). 
  1. Service Team: Moving forward, you’ll have a dedicated service team who will be your primary contact for any questions or changes regarding your policy(s).  
  1. Education: As part of our commitment to educate, you’ll receive occasional emails with information about different coverage options and/or other policies. This gives you the knowledge you need to keep your coverage up-to-date and feel confident about your insurance choices. 

 

Thank you once again for choosing Heritage! We're appreciate your business.. "

Hi [NAME], 

This is [Your Name], I’m just following up on your auto insurance request. I’d love to speak with you and discuss your insurance needs and see if we can save you money. I can gather the necessary info on a quick call, it doesn’t take more than 10-15 min.  

I’ve already sent you an email and text including your insurance quote, so we can also communicate that way as well – whatever is more convenient for you. I’m here to help, no pressure, my goal is to provide (simple) solutions.  

You can reach me directly at (number). Hope to hear from you soon, thanks!  

Service Scripts

“Thank you for calling Heritage, this is  ______________, how can I help you today?”  

Acknowledge what they say and let them know that we need to verify your contact information first: phone, email and address.   

“Thanks for verifying.” 

        Pause…

“As I go through your policy I'm going to review coverages with you and review all of your discounts. Are you ok with that?” 

(As you go through the policy identify any Cross-sell/Coverage Improvements you see) 

- Make change/Help customer  

- Set expectations and thank them for their time.