Policy Delivery
Key Takeaways
Agents who do proper delivery appointments get 3x more referrals than those who mail policies
The policy delivery is when clients are most satisfied—and most likely to refer
60% of policy lapses happen in the first year—proper delivery reduces early lapses by 40%
The Policy Delivery Appointment
Client Question: "I got my policy in the mail—what am I supposed to do with it?"
Agents who do proper delivery appointments get 3x more referrals than those who mail policies. This is also when 60% of first-year lapses can be prevented.
Why Delivery Matters
Many agents skip proper policy delivery. Don't make that mistake.
| What to Cover | Why It Matters |
|---|---|
| Review coverage summary | Confirms understanding |
| Explain key provisions | Reduces future confusion |
| Confirm beneficiaries | Prevents problems later |
| Explain claims process | Reduces family stress if needed |
| Discuss annual reviews | Sets up ongoing relationship |
| Ask for referrals | Natural time to request |
The Delivery Walkthrough
A client receiving their first life insurance policy
Setup
You're delivering a policy to someone who's never had life insurance before. They're not sure what to do with the policy or what to expect.
Client says:
“Okay, so this is my policy? It's a lot of pages. Do I need to read all of this? What do I do with it—put it in a safe or something? And if something happens, how does my wife actually use this?”
Practice Objectives
- 1Walk through the key sections of the policy
- 2Highlight what they need to know and what's boilerplate
- 3Explain how to file a claim (for their beneficiary)
- 4Discuss where to keep the policy and how to inform family
- 5Confirm they understand their coverage
The Free Look Concern
A client getting cold feet at delivery
Setup
You're delivering the policy, but the client seems to be having second thoughts. They're asking about the free look period.
Client says:
“So I have 30 days to cancel this if I change my mind, right? I'm not saying I will, but... I just want to know my options. Things are tight right now and I'm wondering if maybe I should wait.”
Practice Objectives
- 1Confirm the free look period without making it feel like an invitation to cancel
- 2Explore what's causing the second thoughts
- 3Remind them why they bought the policy
- 4Address the underlying concern (probably budget)
- 5Help them recommit or genuinely reconsider
The Beneficiary Update
A client who needs to update beneficiary information
Setup
During delivery review, you notice the beneficiary is an ex-spouse from a previous application that carried over.
Client says:
“*Looking at policy* Wait—this says my beneficiary is Karen. That's my ex-wife. I thought I updated that. I'm remarried now—Jennifer should be the beneficiary. How did this happen?”
Practice Objectives
- 1Apologize for the oversight without assigning blame
- 2Explain how to correct it immediately
- 3Process the beneficiary change right there
- 4Confirm all information is correct going forward
- 5Thank them for catching it
Planting Referral Seeds
A satisfied client at policy delivery
Setup
The policy delivery went well. The client is happy and appreciative. It's time to mention referrals.
Client says:
“This is great—thank you for making this so easy. I feel good knowing my family is protected. I wish I had done this years ago.”
Practice Objectives
- 1Accept the compliment graciously
- 2Transition naturally to referral request
- 3Ask specifically who else might benefit
- 4Make it easy for them to refer
- 5Don't be pushy but do ask
The best time to ask for referrals during the policy delivery is:
At the very beginning, before reviewing the policy
After they express satisfaction with the process
Never during delivery—wait for the annual review
Only if they bring up someone who might need coverage