Start with a verified identity and reason: “Hello, I am [name] from [company], about your request concerning [product]. Is this a good time?” Agree another time if needed; verify the request if the person does not recognize it.
Ask about priorities, budget and timing. Rephrase their stated needs before discussing cover. Avoid collecting unnecessary medical details or asking for them in this chat. Explain reimbursement levels, limits, exclusions and waiting periods from actual offer documents. Numerical illustrations must state assumptions and are not guaranteed reimbursements.
For “too expensive”, clarify the budget and trade-off. For “I need to think”, ask what information would help, and agree a next step only if wanted. Do not stereotype people by age or origin, invent testimonials, create false urgency or claim a local presence that does not exist.
Send a clear quote summary covering needs, cost, limitations and next steps. Follow up to answer questions, never to obstruct withdrawal rights. Where French insurance telephone solicitation rules apply, the ACPR describes agreement to continue, pre-contractual documents and a 24-hour reflection period. A delivered lead does not establish an exception. Do not encourage immediate first-call signing or guide a signature while staying on the phone. ACPR guidance.
After a sale, explain onboarding and record Converted status. Financial details are optional information that makes reporting more precise.