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: