Why do final expense applications ask health questions?
Health questions help the carrier decide which product an applicant qualifies for. Most final expense policies are simplified issue: no medical exam, but health questions on the application. The answers decide whether a level benefit, graded benefit or another product applies. Underwriting basics are on final expense underwriting basics for phone sales.
How should I introduce the health questions?
Introduce them simply: 'I'm going to ask some health questions now. Your answers help us find the plan you qualify for, so please answer as accurately as you can.' Let them know some questions may not apply and that it is fine to say no.
Why should I read the questions exactly as written?
Read them as written because the wording is what the carrier relies on. Rephrasing can change the meaning and lead to an inaccurate answer. If the caller does not understand, read it again slowly, then explain the general meaning without changing it.
When should I ask health questions?
Ask health questions after you understand the caller's needs and before you quote. That way your quote fits a product they are likely to qualify for. See how to quote final expense over the phone.
How do I ask about sensitive conditions?
Ask calmly and without judgment. Many seniors live with conditions they manage every day. Use a neutral tone and move on smoothly after each answer. If they share more than the question needs, listen kindly and note only what is relevant.
What about medications?
Some applications ask about medications, and some carriers check prescription history databases. Ask the caller to have their medication list or bottles nearby if possible. Record names accurately, and follow the carrier's instructions for anything unclear.
Why must I never coach answers?
Coaching answers, even with good intentions, can lead to a denied claim or a rescinded policy, which leaves the family without the coverage they paid for. It can also cause serious problems for you with carriers and regulators. Record what the caller says. If no product fits, say so honestly.
What if the caller is unsure of an answer?
If they are unsure, ask them to check if they can, such as with a medication bottle or a family member. If they still cannot answer confidently, follow the carrier's guidance. Do not guess on their behalf.
What if the answers point to a guaranteed issue plan?
If the answers rule out other products, a guaranteed issue plan may be available. Explain clearly that it usually has a waiting period during which the full benefit is not paid for natural causes. See the final expense lead glossary for definitions.
How do I keep the call comfortable through health questions?
Thank them as you go, tell them how many questions are left and keep a steady pace. Small reassurances like 'Just a few more' help. See how to build trust on a final expense call.
Where can I learn more?
See the hub on how to sell final expense over the phone. For starting calls, see how inbound final expense leads work and see pricing on the pricing page.
How long do health questions take?
It depends on the carrier and the caller. Some applications have a short set of questions; others more. Answers that need detail, such as medications, take longer. Let the caller know roughly how long it will take, so they are not surprised. Keep a steady pace and thank them as you go.
What if a caller gets upset by a question?
Pause, acknowledge it kindly and explain again why the question is asked. Some questions touch on painful topics. Give them a moment. If they prefer not to continue, respect that and offer to pick up another time.
How do I record answers accurately?
Enter answers into the application as the caller gives them, or note them word for word in your template if you are filling in the application later. Read back key answers to confirm. Do not summarize in a way that changes meaning. Accurate records protect the caller's coverage.