Account Review - First Call

Account Review - First Call
Agent/Account Executive
Client Name

First NameLast Name
Email
example@example.com
Phone Number
Please enter a valid phone number.
Open the conversation:

Thanks for taking the time to talk with me today. I saw you had some concerns with your insurance. Can you share with me what stood out to you?I want to make sure we address everything that's bothering you—can you walk me through what's on your mind?
Write Response
Explore the Frustration:

Is there a particular part of the renewal you are most unhappy with?Was this increase higher than you expected?Do you feel like the current price still reflects the value you're receiving?Has anything changed on your end that might affect what you need in your policy?
Write Response
Understand Priorities

What's most important to you in this policy—keeping costs down, maintaining coverage, or avoiding a denied claim?Would you be open to exploring a few adjustments that could bring the premium closer to where you'd like it?Is this mainly a funding concern, or are you feeling unsure about the coverage itself?
Write Response
Explore Consequences

If we made no changes and simply let the policies continue as currently structured, what would that mean for you financially and from a coverage standpoint over the next year?If you went with a cheaper policy but lost some coverage, what would concern you most?What kind of risk are you hoping to avoid by staying properly insured?
Write Response
Reconnect Emotionally

Can I ask—what originally made you choose to work with us?Have you felt supported by us throughout the year? Anything we could've done better?Before we dive into numbers, I’d love to know — how has this past year felt from your perspective in terms of service, communication, and responsiveness?If you had to describe your experience working with us this past year, what would you say?
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Offer Solutions and Regain Confidence

Would a higher deductible or removing a few optional coverages be something you'd consider?Let's look at ways to protect you properly without overpaying—would that be okay with you?Would you prefer we optimize what you have first, or would you like me to simultaneously evaluate other carrier options as well?
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Close Part 1: Keep them from Shopping

I’m confident we have options to provide you. Let me do the heavy lifting and come back to you with structured choices so you’re not making decisions without the proper information or out of frustration. Does that sound fair?
Write Response
Comprehensive Account Review Script One-Call Close Sales Process
Step 1 - Pain Points - Rephrase

So what I am hearing you say is....
1.
2.
3.
4.
5.
Clear & Confident
So what I’m hearing is that your main concerns are (rate increase / value / communication / coverage clarity), and you want to make sure you’re not overpaying while still being properly protected. Is that accurate?

Advisory Tone
Based on what you’ve shared, this isn’t just about price — it’s about feeling confident that your coverage makes sense and that someone is actually looking out for you. That’s fair.

Control & Direction
It sounds like your goal isn’t just to find something cheaper — it’s to make sure the structure is right and the premium is justified. Let’s solve for that.

Strategic Reset
So the real issue isn’t simply the premium — it’s whether the value and protection align with what you’re paying. That’s something we can absolutely evaluate intelligently.

Strong Positioning Close
What I’m hearing is that you want clarity, confidence, and cost control — not confusion and surprise increases. Let’s build a plan that addresses all three.

Bridge Into Action
Given everything you’ve shared, here’s how I suggest we approach this…
Account Review Questions
Auto Insurance
Any new drivers or vehicles? Verify what is on policy.
Do you do any Uber, Lyft or food delivery? Any business use?
Any new tickets or accidents?
Do any of your cars have salvage, rebuilt or branded title?
Have you done any modifications like lift, stereo, bodywork?
Any other registered owners other than hubby/wife?
Home Insurance
Any Updates?

Roof?Plumbing?Heating?Electical?
Year?
Home business or renting out part of home?
Security, fire sprinklers, water leak sensor?
High value items?
Pets?
Pool/hot tub/tramp/water feature?
Step 3 - Establish Next Steps
Script: "[Prospect name], thank you so much. The good news is, I GOT YOU!

I've worked with 100s of clients like yours and feel confident we'll be able to help. I immediately know three carriers will be a good fit, and there is one program in particular I hope you qualify for that I'd like to get you qualified for.
Step 4 - Set Up the Video Proposal
Once I have everything together. The next thing you'll get from me is a video proposal.
I use video proposals because we want our clients to make their insurance decisions from a position of power. You should know what you're buying. This means you'll get all the information I have before you decide to work with this new policy.
The video proposal will contain three parts in the body of the email:

1. A high-level overview of our recommendations for carrier and coverage options

2. Next steps when you're ready to place coverage

3. You'll also see a short video from me breaking down my thoughts and recommendations for carrier, coverage, and pricing
This will be no more than three to five minutes. Based on our discussion today, I highly recommend watching the video, as it will give you all the information you need.
Step 5 - Closing Open-Ended Question
Script: "Before we wrap up, what would need to happen for you to feel this partnership is truly working?" Success Factors:
1.
2.
3.
Notes Section
Use this section to write down any additional notes, thoughts, or possible solutions, such as carriers, coverages, etc, that might be relevant to closing the account.
Notes Section

Prospect Scoring Matrix Revenue vs Bind ability*

Rows	Low (1)	Med (3)	High (5)	Bind ability
High (5)
Med (3)
Low (1)
Revenue

Prospect Score? 2-10
Should be Empty:

Account Review - First Call

Comprehensive Account Review Script One-Call Close Sales Process

Account Review Questions

Auto Insurance

Home Insurance

Step 3 - Establish Next Steps

Step 4 - Set Up the Video Proposal

Step 5 - Closing Open-Ended Question

Notes Section