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Final Expense Fundamentals

Final Expense basics, telesales structure, and how FLIG approaches selling with integrity.

The FLIG Telesales Process

Learn how we move a lead from prospect to customer

How Buying Decisions Are Made

These concepts form the foundation of the FLIG telesales script.

Phone

404-233-3544

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Overview Call

agent@familylifeinsurancegroup.com

https://bit.ly/flig-overview-calendar

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Follow these resources in order to understand the FLIG telesales system and start producing faster.

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Facebook Lead Script

Facebook Lead Script

Introduction (Say the entire introduction before allowing your client to say anything)

Hi {first_name}, how's everything going today? Great. {first_name} my name is [Agent First Name], and I'm calling about your {beneficiary}.

You chose them as the beneficiary of your final expense burial plan. You also mentioned that you prefer a {traditionalburialorcremation}, and that you need about {coverageamount} to make it happen.

We put together a quote based on this information, and want to take a quick minute to review it with you. Grab a pen and paper so you can write these prices down, just let me know when you're ready.

Objection: "I never requested anything."

Got it. Sometimes the burial quote request is just part of a larger form online. You may have seen something about coverage for funeral or burial costs. Does that ring a bell at all?

Objection: "Not interested."

Totally understand. Is that because you already handled it, or you just don't want to deal with it today?

Objection: "I already have coverage."

That's good. Is that coverage specifically set aside for final expenses, or is it general life insurance?

I ask because funeral costs have gone up so much.

No problem at all. Since we already put some prices together for you, it’ll just take a minute to jot them down. Do you have a pen handy?

Get to Know the Customer (start with 1st level questions and then get personal with 2nd level questions)

{first_name}, are you still working or are you now retired? What do (did) you do?

What do you like to do in your free time? Any hobbies or things you enjoy?

Are you married? How long?

How many children and grandchildren do you have? Do you see them often?

How old are your grandkids? (Child Term Rider or Children's Whole Life Trigger if < 18)

Now, to make sure I match you with the right plan, I just need to ask you a few quick health questions.

Qualifying the Prospect

Ask these one at a time. Take notes as you go. (if yes to any illness, ask for more details including date of diagnosis and any medications taken)

Medications

{first_name}, do you currently take medications for anything? Have you taken any in the last 5 years that you’ve stopped?

Height & Weight

How tall are you? How much do you weigh?

Tobacco Use

Do you smoke or use any tobacco products?

Health History

Have you ever had a heart attack, stroke, congestive heart failure, cancer, diabetes or COPD?

(if yes to diabetes, ask about complications, Gabapentin or Lyrica taken for nerve pain-neuropathy, kidney, eyesight issues or amputations)

Family History (Critical Illness Trigger)

Has anyone in your family had a heart attack, stroke, or cancer?

(if yes to one of these events, make note of it and follow-up on it when discussing Critical Illness Plans)

About the Plan

{first_name}, these are whole-life plans that will last your entire life and never expire as long as the payments are made.
People use the benefits to cover their final expenses, including burial costs, but they can also help with medical bills, unpaid debt, or money you’d like to leave to loved ones like your kids or grandkids.

Understand the Buying Reason

Ask follow-up questions. Go deeper based on their answers.

Primary Reason

Tell me {first_name}, is covering your burial expense the main reason for your interest in a policy?

Additional Needs

Is there a need for money beyond the cost of a funeral? Like money for kids, grandkids, donations, or bills?

Burial Preference

Do you prefer a traditional burial or a cremation? You know, that's what most people go with today.

Existing Coverage

Do you currently have a burial plan?

Coverage Discussion

Has Existing Coverage

It’s great that you already have some coverage. You’re ahead of most people I speak with, which tells me you understand how important this is.
Many of my clients increase their coverage after attending a funeral and seeing how expensive things have become.

How much coverage do you have now? Is it term or whole life?

{first_name}, how will this additional coverage fit into your plans—and how would it impact your family if you didn’t add to what you already have? Would they be able to do everything you told me you wanted?

No Existing Coverage

Well, that’s something we definitely want to fix. I'm sure you've seen people who died without life insurance and the burden it created for their family. They often resort to bake sales and GoFundme pages to handle burial expenses, and they rarely raise enough money.

{first_name}, how would that impact your family if something happened and there was no coverage in place?

Coverage Range

Now based on everything you’ve told me, we should be looking at a policy between:

(Cremation) typically runs about $5,000 - $7,000, plus $_____ for anything else you want covered.

(Traditional Burial) usually runs about $10,000 - $20,000, plus $_____ for other needs.

Does that sound about right?

Features & Benefits

{first_name}, I want you to know that it’s my job as your agent to help your family when the time comes, I’ll work with them to get the claim filed with the insurance company as quickly as possible and make sure the funeral home knows THAT YOU ARE COVERED! Ok?

{first_name}, let me tell you about a few of the key features of these policies. (Read #1 or 1.1 based on the health evaluation)

1. Our level plans pay an immediate death benefit whenever death occurs, even in the first two policy years. So, you don’t have to own the policy for 2 years for your beneficiary to receive the death benefit. {first_name}, many of the plans you see on TV or receive in the mail have a 2-year wait, and most people don’t even realize it, so you can imagine how their families feel when they find out that they’ll only receive what the client has paid in because they died within 2 years. With a level plan, you don’t have to worry about that, you’re covered from day one.

(If there is a history of HIV/Aids, Dementia/Alzheimer’s, Cancer currently being treated, home health care, recent hospitals of stays of 2+ nights, nursing home, hospice or wheelchair or bed confinement, then read section 1.1)

1.1 Our Guaranteed Issue plans don’t ask any health questions and pay out immediately for accidental death, and after 2 years for a natural cause death. You’re guaranteed to qualify for a plan without the headache of answering health questions and having a medical exam. Isn’t that much easier?

2. Also, your premiums are guaranteed to remain the same as long as you have the policy. They will never increase for any reason, not because you get older or your health changes. So, the premium you start with is the premium you’ll end with and your life insurance budget will never change.

3. And the last thing I’ll tell you is very important. These plans are approved by the state of {state}, so they’re affordable and designed for people on a fixed income. And because it’s whole life insurance, it has cash value that can be used in times of emergency or any other need you may have.

So {first_name}, do these sound like the kind of features you want in a plan? (Answer any question and acknowledge their response)

Create Urgency by Painting the Picture with Emotional Statements and Stories

{first_name}, the advantage of these policies, is the position it puts your family in when they’re sitting down with the funeral home to make your arrangements. This policy is like cash to a funeral director, and when they see your policy in your families hands, they are going to roll out the red carpet. Your family will be in control! They'll be welcome at any funeral home, and isn't that what you want?

Because, when you don’t have a life insurance policy, the tables are turned, and the funeral home is in control. They really jack up the prices because they know you have no choice but to pay it or even worse, finance it through them at a very high interest rate that takes years to pay off. This is the biggest concern for most of my clients, making sure their family doesn’t have to pay for their funeral out of their own pocket. Is this important to you also?

Quoting ★ (No earlier than 10 minutes into the call)

Grab that pen again, because I want to give you the prices for a policy with all the features we just talked about.

Because I’m giving you a quote specifically based on your age and health and not just general numbers like the ads you see on TV, I’m required to give you my insurance license number. Are you ready?

My name again is [Agent First Name] [Agent Last Name], and my agent number in the state of {state} is [Agent NPN].

{first_name}, we’re an insurance broker, so that means we carry more than 30 of the top final expense companies available. So, give me a minute as I look through our carriers to see which has the best prices for you. Ok?

Earlier you said that coverage between $_______ and $_______ sounded like it would handle everything you wanted. Is that right? (Tie this amount to their choice of a traditional burial or cremation and any other needs.)

Ok, I have the prices, are you ready to take them down?

For ages 60 and less that qualify “Level”, start the quoting at $25,000 and work back. Above age 60 qualifying “Level” start at $20,000 to avoid sticker shock, and work back. For those qualifying “Graded”, Modified, or Guaranteed Issue start at $15,000. Quote 3 prices only to avoid confusion.

What I have is: $20,000 is $_____ per month, $15,000 is $_____ per month and $10,000 is $_____ per month.

Let me repeat those to make sure you have them correctly. (Repeat, slowly)

Which one of these would you like your family to receive a check for, $20,000, $15,000 or $10,000?

(wait for a response, if prospect is unsure or there is no answer continue with the script)

{first_name}, which one will do everything you want (burial, cremation, grandkids, bills…)? (Focus on choosing a death benefit rather than a price.)

Trial Close ★ ★

{first_name}, paying for this policy today will mean you are covered immediately. You can also set it up to come out of your bank account when you receive your next social security or pension deposit. Would you like to be covered immediately, or would you like to set up your 1st payment to match your social security deposit?

Immediately: Ok. We’ll use today’s date. That means you’ll probably see the actual payment withdrawn in the next 2-3 business days.

Match SS/Pension Deposit: OK, on what day do you receive your next social security deposit? (Repeat the date for clarity)

You’ll provide your banking information to the insurance carrier and your first premium will be drafted on your selected draft date, OK?

Close the Phone Sale ★ ★ ★

{first_name}, now I’m going to review with you the medical questions that are part of the insurance carrier’s application.

Additional Protection (After Sale)

{first_name}, now that we’ve got your burial plan handled, most of my clients ask me about protecting themselves while they’re still living—so their family doesn’t have to deal with medical or care-related expenses.

Critical Illness (Cancer / Heart Attack / Stroke)

If you’ve ever had—or even seen someone deal with—cancer, heart attack, or stroke, you know it’s not just about surviving it… it’s the financial impact during recovery.

We have plans that pay a lump sum benefit directly to you if one of those events happens. Most people use that money for things like: medical bills, lost income, travel, or just keeping things running while they recover.

Benefits typically range from $5,000 up to $75,000.

If history exists:
{first_name}, earlier you mentioned some history with that—would something like this have helped in that situation?

If NO history:
{first_name}, do you know anyone who’s been affected by cancer, heart attack, or stroke?

Is that something you’d want protection against while you’re still living?

Home Health Care (When to Pivot)

(Use this ONLY if they show concern about recovery, caregiving, or independence)

{first_name}, one thing a lot of people don’t think about is what happens if they don’t fully recover and need help at home.

Home health care, nursing care, or even having someone come in a few hours a day can get very expensive—and Medicare only covers a limited portion.

We also have plans that pay you a daily cash benefit if you need care at home, so you’re not relying on family or draining savings.

If something like that happened, would you want to stay independent at home, or rely on family to take care of you?

Referrals

{first_name}, one last thing—most of my clients have a friend or family member who’s in the same situation we just helped you with today.

Who do you know that might also need to get something like this handled?

(Pause—let them answer)

Perfect, I’ll reach out and just let them know you suggested I give them a call. What’s the best number for them?
Tier 1/Tier 2 Lead Script

Tier 1/Tier 2 Lead Script

Introduction (Say the entire introduction before allowing your client to say anything)

Hi {first_name}, how's everything going today? Great.

{first_name} my name is [Agent First Name], and I'm calling about the request you made for burial plan prices to make sure your family can handle your final expenses. We put together a quote based on your birthday of {dateofbirth}, and want to take a quick minute to review it with you. {first_name}, grab a pen and paper so that you can write these prices down. Just let me know when you're ready.

Objection: "I never requested anything."

Got it. Sometimes the burial quote request is just part of a larger form online. You may have seen something about coverage for funeral or burial costs. Does that ring a bell at all?

Objection: "Not interested."

Totally understand. Is that because you already handled it, or you just don't want to deal with it today?

Objection: "I already have coverage."

That's good. Is that coverage specifically set aside for final expenses, or is it general life insurance?

I ask because funeral costs have gone up so much.

No problem at all. Since we already put some prices together for you, it’ll just take a minute to jot them down. Do you have a pen handy?

Get to Know the Customer (start with 1st level questions and then get personal with 2nd level questions)

{first_name}, are you still working or are you now retired? What do (did) you do?

What do you like to do in your free time? Any hobbies or things you enjoy?

Are you married? How long?

How many children and grandchildren do you have? Do you see them often?

How old are your grandkids? (Child Term Rider or Children's Whole Life Trigger if < 18)

Now, to make sure I match you with the right plan, I just need to ask you a few quick health questions.

Qualifying the Prospect

Ask these one at a time. Take notes as you go. (if yes to any illness, ask for more details including date of diagnosis and any medications taken)

Medications

{first_name}, do you currently take medications for anything? Have you taken any in the last 5 years that you’ve stopped?

Height & Weight

How tall are you? How much do you weigh?

Tobacco Use

Do you smoke or use any tobacco products?

Health History

Have you ever had a heart attack, stroke, congestive heart failure, cancer, diabetes or COPD?

(if yes to diabetes, ask about complications, Gabapentin or Lyrica taken for nerve pain-neuropathy, kidney, eyesight issues or amputations)

Family History (Critical Illness Trigger)

Has anyone in your family had a heart attack, stroke, or cancer?

(if yes to one of these events, make note of it and follow-up on it when discussing Critical Illness Plans)

About the Plan

{first_name}, these are whole-life plans that will last your entire life and never expire as long as the payments are made.
People use the benefits to cover their final expenses, including burial costs, but they can also help with medical bills, unpaid debt, or money you’d like to leave to loved ones like your kids or grandkids.

Understand the Buying Reason

Ask follow-up questions. Go deeper based on their answers.

Primary Reason

Tell me {first_name}, is covering your burial expense the main reason for your interest in a policy?

Additional Needs

Is there a need for money beyond the cost of a funeral? Like money for kids, grandkids, donations, or bills?

Burial Preference

Do you prefer a traditional burial or a cremation? You know, that's what most people go with today.

Existing Coverage

Do you currently have a burial plan?

Coverage Discussion

Has Existing Coverage

It’s great that you already have some coverage. You’re ahead of most people I speak with, which tells me you understand how important this is.
Many of my clients increase their coverage after attending a funeral and seeing how expensive things have become.

How much coverage do you have now? Is it term or whole life?

{first_name}, how will this additional coverage fit into your plans—and how would it impact your family if you didn’t add to what you already have? Would they be able to do everything you told me you wanted?

No Existing Coverage

Well, that’s something we definitely want to fix. I'm sure you've seen people who died without life insurance and the burden it created for their family. They often resort to bake sales and GoFundme pages to handle burial expenses, and they rarely raise enough money.

{first_name}, how would that impact your family if something happened and there was no coverage in place?

Coverage Range

Now based on everything you’ve told me, we should be looking at a policy between:

(Cremation) typically runs about $5,000 - $7,000, plus $_____ for anything else you want covered.

(Traditional Burial) usually runs about $10,000 - $20,000, plus $_____ for other needs.

Does that sound about right?

Features & Benefits

{first_name}, I want you to know that it’s my job as your agent to help your family when the time comes, I’ll work with them to get the claim filed with the insurance company as quickly as possible and make sure the funeral home knows THAT YOU ARE COVERED! Ok?

{first_name}, let me tell you about a few of the key features of these policies. (Read #1 or 1.1 based on the health evaluation)

1. Our level plans pay an immediate death benefit whenever death occurs, even in the first two policy years. So, you don’t have to own the policy for 2 years for your beneficiary to receive the death benefit. {first_name}, many of the plans you see on TV or receive in the mail have a 2-year wait, and most people don’t even realize it, so you can imagine how their families feel when they find out that they’ll only receive what the client has paid in because they died within 2 years. With a level plan, you don’t have to worry about that, you’re covered from day one.

(If there is a history of HIV/Aids, Dementia/Alzheimer’s, Cancer currently being treated, home health care, recent hospitals of stays of 2+ nights, nursing home, hospice or wheelchair or bed confinement, then read section 1.1)

1.1 Our Guaranteed Issue plans don’t ask any health questions and pay out immediately for accidental death, and after 2 years for a natural cause death. You’re guaranteed to qualify for a plan without the headache of answering health questions and having a medical exam. Isn’t that much easier?

2. Also, your premiums are guaranteed to remain the same as long as you have the policy. They will never increase for any reason, not because you get older or your health changes. So, the premium you start with is the premium you’ll end with and your life insurance budget will never change.

3. And the last thing I’ll tell you is very important. These plans are approved by the state of {state}, so they’re affordable and designed for people on a fixed income. And because it’s whole life insurance, it has cash value that can be used in times of emergency or any other need you may have.

So {first_name}, do these sound like the kind of features you want in a plan? (Answer any question and acknowledge their response)

Create Urgency by Painting the Picture with Emotional Statements and Stories

{first_name}, the advantage of these policies, is the position it puts your family in when they’re sitting down with the funeral home to make your arrangements. This policy is like cash to a funeral director, and when they see your policy in your families hands, they are going to roll out the red carpet. Your family will be in control! They'll be welcome at any funeral home, and isn't that what you want?

Because, when you don’t have a life insurance policy, the tables are turned, and the funeral home is in control. They really jack up the prices because they know you have no choice but to pay it or even worse, finance it through them at a very high interest rate that takes years to pay off. This is the biggest concern for most of my clients, making sure their family doesn’t have to pay for their funeral out of their own pocket. Is this important to you also?

Quoting ★ (No earlier than 10 minutes into the call)

Grab that pen again, because I want to give you the prices for a policy with all the features we just talked about.

Because I’m giving you a quote specifically based on your age and health and not just general numbers like the ads you see on TV, I’m required to give you my insurance license number. Are you ready?

My name again is [Agent First Name] [Agent Last Name], and my agent number in the state of {state} is [Agent NPN].

{first_name}, we’re an insurance broker, so that means we carry more than 30 of the top final expense companies available. So, give me a minute as I look through our carriers to see which has the best prices for you. Ok?

Earlier you said that coverage between $_______ and $_______ sounded like it would handle everything you wanted. Is that right? (Tie this amount to their choice of a traditional burial or cremation and any other needs.)

Ok, I have the prices, are you ready to take them down?

For ages 60 and less that qualify “Level”, start the quoting at $25,000 and work back. Above age 60 qualifying “Level” start at $20,000 to avoid sticker shock, and work back. For those qualifying “Graded”, Modified, or Guaranteed Issue start at $15,000. Quote 3 prices only to avoid confusion.

What I have is: $20,000 is $_____ per month, $15,000 is $_____ per month and $10,000 is $_____ per month.

Let me repeat those to make sure you have them correctly. (Repeat, slowly)

Which one of these would you like your family to receive a check for, $20,000, $15,000 or $10,000?

(wait for a response, if prospect is unsure or there is no answer continue with the script)

{first_name}, which one will do everything you want (burial, cremation, grandkids, bills…)? (Focus on choosing a death benefit rather than a price.)

Trial Close ★ ★ ★

{first_name}, paying for this policy today will mean you are covered immediately. You can also set it up to come out of your bank account when you receive your next social security or pension deposit. Would you like to be covered immediately, or would you like to set up your 1st payment to match your social security deposit?

Immediately: Ok. We’ll use today’s date. That means you’ll probably see the actual payment withdrawn in the next 2-3 business days.

Match SS/Pension Deposit: OK, on what day do you receive your next social security deposit? (Repeat the date for clarity)

You’ll provide your banking information to the insurance carrier and your first premium will be drafted on your selected draft date, OK?

Close the Phone Sale ★ ★ ★ ★

{first_name}, now I’m going to review with you the medical questions that are part of the insurance carrier’s application.

(Begin completing the carrier electronic-app)

Additional Protection (After Sale)

{first_name}, now that we’ve got your burial plan handled, most of my clients ask me about protecting themselves while they’re still living—so their family doesn’t have to deal with medical or care-related expenses.

Critical Illness (Cancer / Heart Attack / Stroke)

If you’ve ever had—or even seen someone deal with—cancer, heart attack, or stroke, you know it’s not just about surviving it… it’s the financial impact during recovery.

We have plans that pay a lump sum benefit directly to you if one of those events happens. Most people use that money for things like: medical bills, lost income, travel, or just keeping things running while they recover.

Benefits typically range from $5,000 up to $75,000.

If history exists:
{first_name}, earlier you mentioned some history with that—would something like this have helped in that situation?

If NO history:
{first_name}, do you know anyone who’s been affected by cancer, heart attack, or stroke?

Is that something you’d want protection against while you’re still living?

Home Health Care (When to Pivot)

(Use this ONLY if they show concern about recovery, caregiving, or independence)

{first_name}, one thing a lot of people don’t think about is what happens if they don’t fully recover and need help at home.

Home health care, nursing care, or even having someone come in a few hours a day can get very expensive—and Medicare only covers a limited portion.

We also have plans that pay you a daily cash benefit if you need care at home, so you’re not relying on family or draining savings.

If something like that happened, would you want to stay independent at home, or rely on family to take care of you?

Referrals

{first_name}, one last thing—most of my clients have a friend or family member who’s in the same situation we just helped you with today.

Who do you know that might also need to get something like this handled?

(Pause—let them answer)

Perfect, I’ll reach out and just let them know you suggested I give them a call. What’s the best number for them?
Live Transfer Lead Script

Live Transfer calls
Objection Handling

Objection Handling