📞 Incoming Call
Follow the script and fill in the information as you go
"Hi, thank you for calling Safe House Insurance, this is [YOUR NAME]. Who do I have the pleasure of speaking with?"
"Nice to meet you [CLIENT NAME], how can we help you today?"
"Nice to meet you [CLIENT NAME], how can we help you today?"
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Important Notice from Admin
👤
Step 1 — Caller Information
Confirm the client's name and how to help
What does the client need?
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New Quote
Client wants a new insurance quote
💳
Make a Payment
Client needs to pay their policy
✏️
Make a Change
Update vehicle, driver, address or payment info
❌
Cancel My Policy
Client wants to cancel their policy
🚨
Make a Claim
Client needs to file an insurance claim
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Other
Something else — agent will describe
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Step 2 — Type of Insurance
Select the coverage the client is looking for
Script / Guión
"What type of insurance are you looking for today?"
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Auto
🏠
Home
🏍
Motorcycle
🏢
Renters
💼
Business
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Commercial Auto
Script
"And just out of curiosity — how did you hear about us?"
💳
Step 2 — Payment Information
Script
"Of course! Let me pull up your account. Can I please get your policy number?"
Script
"Great! Thank you so much. One of our licensed agents will be calling you back to take your payment securely. Have a wonderful day!"
✏️
Make a Change
What does the client need to change?
Script
"Of course! Let me get some information. Can I please get your policy number?"
⚠️ Client doesn't have their policy number?
"No problem! I will have a licensed agent help you with the change. They might ask for your address and policy number. Just a heads up."
What change(s) does the client need?
You can select multiple changes — click all that apply.
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Replace / Add / Remove Vehicle
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Add / Remove Driver
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Change Address
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Change Payment Information
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Other Change
🚗 Vehicle Change Details
➕ Vehicles to ADD
🗑️ Vehicles to REMOVE
🔄 Vehicles to REPLACE
Script"Great! Thank you so much. One of our licensed agents will be giving you a call to make your change."
🧑 Driver Change Details
➕ Drivers to ADD
🗑️ Drivers to REMOVE
Script"Great! Thank you so much. One of our licensed agents will be giving you a call to make your change."
📍 Address Change
Script"Of course, what is your new address?"
Script"Great! One of our licensed agents will be giving you a call to confirm your address change."
💳 Change Payment Information
Script"Of course, one of our licensed agents will give you a call to change your payment info."
📝 Other Change
Script"Of course! Can you please describe what you need changed? I will make a note for our licensed agent."
❌
Cancel My Policy
Client wants to cancel their insurance policy
Script
"We are sorry to see you go! One of our licensed agents will give you a call to process your cancellation."
⚠️ No policy number?
"No problem! Our agent will locate your account with your name and phone number."
📝
Other Request
Something not listed above
Script
"Of course! Can you briefly describe what you need? I will make a note for our licensed agent who will be calling you back."
Script
"Great! Thank you so much. One of our licensed agents will be calling you back shortly to assist you. Have a wonderful day!"
🚨
Make a Claim
Direct the client to their insurance carrier
⚠️ Important — We are NOT the insurance company
We are an independent agency. We cannot file or process claims. The client must contact their insurance carrier directly. Find their carrier below and give them the claims number.
Script
"I'm sorry to hear that! I want to make sure you get the help you need as quickly as possible. Since we are an independent agency, claims are handled directly by your insurance company. Do you know which company your policy is with?"
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Auto Insurance Quote
Script"How many drivers will be on the policy?"
Residence
Vehicles
Script"How many vehicles will be on the policy?"
Additional Coverages
💡 Tip: Hover over each option to see what it covers. Ask the client if they drive into Mexico or need a rental car after an accident.
Discounts
Script"Great! Now let me ask about some discounts you may qualify for. Do you currently have insurance?"
Script"Great! We will go ahead and start with your quote and one of our licensed agents will be giving you a call with pricing."
🏠
Home Insurance Quote
Script"What is the address of the property you want to insure?"
Owner Information
Property Information
Systems & Updates
Property Details
Claims History
Current Insurance
Script"Great! I have all the information needed. One of our licensed agents will be giving you a call with your Home Insurance quote."
🏍
Motorcycle Insurance Quote
Rider Information
💡 MSF = Motorcycle Safety Foundation. A safety course that can qualify for a discount.
Motorcycle Details
Coverage Requested
📖 Coverage Explanations — If client asks:
Uninsured/Underinsured Motorist: Protects you if you're hit by a driver with no insurance or not enough insurance to cover your damages.
Medical Payments (MedPay): Pays your medical bills after an accident regardless of who was at fault — even a fall from the bike.
PIP (Personal Injury Protection): Similar to MedPay but broader — covers lost wages and rehab too, not just medical bills.
Roadside Assistance: If the bike breaks down, we arrange a tow or help. Usually very affordable to add.
Modifications?
💡 Modifications can increase the bike's value and may affect the premium. Ask the client if the bike has any aftermarket changes.
Current Insurance
Script"Perfect! One of our licensed agents will be calling you back with your Motorcycle Insurance quote. Have a great day!"
🏢
Renters Insurance Quote
Personal Information
Coverage Needs
📖 Coverage Explanations — If client asks:
Personal Property Coverage: Covers your belongings (furniture, electronics, clothes) if they're stolen or damaged by fire, water, etc.
Liability Coverage: If someone gets hurt in your apartment and sues you, this covers the legal costs and settlement.
Additional Living Expense: If your place becomes unlivable (fire, flood), this pays for a hotel or temporary housing while repairs happen.
High-Value Items Rider: Standard policy has limits on jewelry/electronics. A rider adds extra coverage for specific expensive items.
Property Details
💡 Some breeds may affect eligibility or premium (e.g. Pit Bull, Rottweiler)
💡 Working from home for an employer is fine. Running your own business may require extra coverage.
Current Insurance
Script"Great! I have everything we need. One of our licensed agents will be reaching out to you with your Renters Insurance quote shortly!"
💼
Business Insurance Quote
Business Information
💡 What exactly does this business DO day-to-day? The more specific, the better for our agents to match coverage.
💡 Subcontractors = people they hire to do parts of jobs (not employees).
Business History
💡 Did any carrier ever cancel their policy or refuse to renew it? This is important info for underwriting.
💡 Gov contracts often require higher liability limits and specific endorsements.
Coverage Needed
📖 Coverage Explanations — If client asks:
General Liability (GL): Covers bodily injury or property damage caused to others by your business. Example: client trips and falls at your job site.
Commercial Property: Covers the building and/or contents (equipment, inventory) from fire, theft, storms, etc.
BOP (Business Owner's Policy): A bundle of GL + Commercial Property — usually more affordable than buying separately. Best for small businesses.
Workers Comp: Covers your employees if they get injured on the job — pays medical bills and lost wages. In Texas it's optional but highly recommended.
Professional Liability / E&O: If a client claims your advice or service caused them financial harm, this covers the lawsuit. Common for consultants, IT, accountants.
Cyber Liability: Covers data breaches, hacking, ransomware. Important if the business handles customer data or takes online payments.
⚠️ Workers Comp — Texas is Special
Texas is the only state where WC is NOT mandatory. However many contracts and job sites REQUIRE it. Collect this extra info:
💡 Subcontractors without their own WC policy may be treated as employees by the insurer.
🏗️ Commercial Property — Additional Details
💡 Having sprinklers usually lowers the premium significantly.
Current Insurance
Script"Thank you! One of our licensed agents will be reviewing your business information and will reach out to you with the best coverage options available. Have a great day!"
🚛
Commercial Auto Insurance Quote
Business Info
💡 DOT number is required for vehicles over 10,001 lbs used in interstate commerce.
Drivers
💡 All drivers who may operate a covered vehicle must be listed — even occasional drivers.
Vehicles
Operations
💡 This affects premium significantly — longer hauls = higher risk.
💡 Oil & gas sites often require specific endorsements and higher limits.
💡 SR-22 = proof of financial responsibility. MCS-90 = required for FMCSA motor carriers.
Coverage
📖 Coverage Explanations — If client asks:
Liability: Covers damage or injury you cause to others with the vehicle. Required by law. Limit = max the policy will pay.
Physical Damage (Comp/Collision): Covers your own vehicle. Comp = theft/weather/animals. Collision = crash damage.
Cargo Coverage: Covers the goods or equipment being transported if damaged or stolen in transit.
MCS-90 Filing: Federal endorsement required for certain carriers proving they have minimum liability coverage — the government can collect directly from the insurer.
📦 Cargo Coverage Details
💡 Hazmat = chemicals, flammables, explosives. Requires special license and endorsements.
Prior Insurance
💡 This is a major underwriting flag. Ask clearly but without pressure.
Script"Great! I have all the details for your Commercial Auto quote. One of our licensed agents will be calling you back shortly. Thank you for choosing Safe House Insurance!"
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Additional Notes
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