Policy Delivery
Key Takeaways
Use delivery to verify the issued coverage, premium, owner, insured and beneficiary information.
Explain the actual free-look period and return process without discouraging the client from exercising it.
Confirm effective coverage and any outstanding delivery requirements; arrange reviews according to the client's preferences.
The Policy Delivery Appointment
Client Question: "I received my policy - what should I do with it?"
Offer a walkthrough by the client's preferred permitted method. Delivery is an opportunity to check the contract and explain rights, not a reason to claim a guaranteed referral or lapse-prevention rate.
| What to cover | Why it matters |
|---|---|
| Issued coverage, premium and duration | Confirm the actual offer matches the client's understanding |
| Effective date and outstanding requirements | Do not confuse receipt with automatic coverage |
| Owner and beneficiaries | Identify errors and submit required corrections |
| Exclusions, loans and guarantees | Explain important limitations and non-guaranteed values |
| Free look and return instructions | Identify the exact receipt-based period and refund terms for this product and state |
| Claims and policy storage | Help beneficiaries locate the insurer and policy information |
| Future reviews | Agree on service contacts and review preferences |
Free Look Is a Consumer Choice
Check the state and policy before confirming a number of days. Explain how to return the policy and retain evidence of timely action. If affordability or second thoughts remain, help the client compare keeping, changing or returning the policy without pressure. Do not treat cancellation rights as an obstacle to overcome.
Correcting a Beneficiary
Confirm the owner's authority, any irrevocable designation or assignment, and the insurer's requirements. Submit and track the change; completing a form does not by itself prove that the insurer has recorded the correction.
Sources: NAIC life insurance buyer guide and California life insurance guide.
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
- 2Review material provisions and encourage them to read the full policy and ask questions
- 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
- 1Verify the state and policy return period and explain the right to cancel without pressure
- 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
- 3Submit the authorized beneficiary change and track insurer confirmation
- 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