# Mortgage Protection — Communication Script

Use this script to collect **mortgage-related customer details** for mortgage protection. This is not a refinance, a new loan, or a medical insurance conversation.

Do not ask height, weight, BMI, tobacco, or disease / health history on this call. Capture only identity, loan, property, and household facts needed to size coverage around the mortgage.

**Sale complete means:** issued policy (or submitted application pending issue) covering the mortgage balance for the named insured(s), with premium acknowledged and delivery/requirements cleared.

**Compliance notes**
- Agent must be licensed for the product and state.
- Do not promise issue, rate, or premium until the carrier confirms.
- Do not imply the lender requires this coverage.
- Capture loan numbers accurately. Do not guess the remaining balance.

---

## Call objective

Move from a loan lead to a complete **mortgage fact-find**, then quote or close:

1. Confirm mortgage protection intent
2. Capture demographics
3. Capture loan and property facts
4. Capture co-borrower / household and income when needed
5. Confirm coverage amount vs remaining balance
6. Get consent to apply

---

## Opening

**Goal:** Open a case with identity and loan context only.

### Script

> Hello, this is **[Name]** calling from **[Agency]**. May I speak with **[Customer Name]**?
>
> Thank you for taking my call. I’m reaching out about **mortgage protection** — coverage that can help protect the home loan if something happens to you. This is **not** a medical insurance plan and it is **not** a new mortgage or refinance.
>
> I’ll ask a few questions about you and the loan so we can see which mortgage protection options may fit **before** we apply anywhere. The conversation usually takes about **[8–12 minutes]**. Is now a good time?

If not now:

> No problem. What day and time works better? I’ll call you then and keep this short.

### Capture now

| Field | Ask |
| --- | --- |
| Full name | Confirm spelling |
| Phone | Best number and time to reach |
| Email | For quotes / e-app link |
| State of residence | Where they currently live |
| Lead source | Dialer / CRM / mortgage desk (internal) |
| Approximate loan balance | If they already know it |
| Closing date | If known / upcoming |

**Exit gate:** Contactable person + state of residence known.

---

## Step 1 — Lock mortgage protection intent

**Goal:** Confirm this case is mortgage protection (not a loan change and not medical insurance).

### Script

> Just to confirm we’re on the same page: we’re looking at coverage that can help **pay off or cover the remaining mortgage** if you pass away, so your family is not left with the house payment.
>
> Who should this coverage protect — you, your spouse or co-borrower, or both of you?
>
> And is the goal to cover about the **remaining loan balance**, or did you have a different amount in mind?

### Capture

| Field | Values |
| --- | --- |
| `intent` | `mortgage_protection` |
| `coverage_on_whom` | primary / spouse / both |
| Desired face | Approximate loan balance unless they specify otherwise |

**If they want something else**
- Refinance / lower rate / cash-out → explain this is protection on the existing loan, not a lender product.
- Medical health insurance → stop this path.
- Final expense / burial with no mortgage need → different product path.

**Exit gate:** Intent saved; `coverage_on_whom` set.

---

## Step 2 — Core demographics

**Goal:** Identify the person who would be covered.

### Script

> I need a few details about you so we can size this to your loan.
>
> What is your date of birth?
>
> And you are male or female, as it appears on identification?
>
> Are you a U.S. citizen or legal resident?

### Capture

| Field | Priority | Notes |
| --- | --- | --- |
| Date of birth / age | Required | Pricing and eligibility |
| Sex | Required | Rate tables |
| State of residence | Required | Product availability and compliance |
| Citizenship / residency | Strongly recommended | Eligibility rules |

**Exit gate:** Age and state present.

---

## Step 3 — Loan and property facts

**Goal:** Enough mortgage data to size coverage.

### Script

> Now I need the loan details.
>
> What is the **current remaining mortgage balance**, approximately?
>
> How many years are left on the loan, or what is the original term — for example 15 or 30 years?
>
> What is the approximate monthly mortgage payment, including taxes and insurance if you know it?
>
> Is this a purchase, refinance, or a loan you already have in place?
>
> When did you close, or when is closing scheduled?
>
> What type of property is it — primary home, second home, or investment?
>
> Is the property in the same state you live in, or a different state?
>
> Whose names are on the loan? Is there a co-borrower?
>
> Do you currently pay PMI, or lender-required mortgage insurance?

### Capture

| Field | Priority | Notes |
| --- | --- | --- |
| `loan_balance` | Required | Face sizing |
| `loan_term_years` | Required | Term match |
| Monthly payment | Strongly recommended | Affordability context |
| Loan purpose | Strongly recommended | Purchase / refinance / existing |
| Closing date | Strongly recommended | New vs seasoned loan |
| Property type | Strongly recommended | Primary / second / investment |
| `property_state` | Strongly recommended | If different from residence |
| Names on the note | Strongly recommended | Who owes the loan |
| `co_borrower_flag` | Strongly recommended | Triggers spouse branch |
| PMI / lender MI | Optional | Clarify this product is not PMI |

**Agent note:** Suggested face amount should track the remaining loan balance. Flag if the requested amount is far above the loan or far above income.

**Exit gate:** Age + `loan_balance` present.

---

## Step 4 — Co-borrower, household, and income

**Goal:** Complete household and affordability knowledge for the mortgage.

### Script (if co-borrower or covering spouse)

> Because this loan has a co-borrower / you want both of you covered, I need a few details for your spouse or co-borrower.
>
> What is their full name, age or date of birth, and sex?
>
> Are they on the mortgage note, the deed, or both?
>
> Should coverage be on you only, them only, or both of you?

### Script (income, beneficiary, existing coverage)

> For affordability and to keep the coverage amount reasonable next to the loan, what is your approximate annual household income?
>
> Who would you want as the beneficiary — the person who would receive the benefit to help with the mortgage?
>
> What is their relationship to you?
>
> Are you married? Do you have dependent children living in the home?
>
> Do you already have life insurance that could cover this mortgage? If yes, about what amount, and when does it expire?

### Capture

| Field | When |
| --- | --- |
| Spouse / co-borrower name, age, sex | Joint loan or spouse coverage |
| On note / on deed | Joint cases |
| `coverage_on_whom` | Confirm again |
| Annual income | Strongly recommended |
| Beneficiary relationship | Strongly recommended |
| Marital status | Strongly recommended |
| Dependent children count | Strongly recommended |
| Existing coverage amount and term | Strongly recommended |

**Exit gate:** Spouse fields done if co-borrower; beneficiary known.

---

## Step 5 — Confirm coverage vs the loan

**Goal:** Agree the amount and term before any application.

### Script

> Based on what you shared:
>
> - Remaining loan balance: **[amount]**
> - Remaining term: **[years]**
> - Who to cover: **[primary / spouse / both]**
> - Suggested coverage: about **[amount]** for about **[years]**
>
> Does that match what you want to protect on this mortgage?
>
> If the budget is tight, we can cover a smaller amount than the full balance, or cover one borrower instead of both. I will not set coverage far above the loan without a reason.

Do not quote a bindable premium from this worksheet alone. Use the carrier quote / e-app tool.

---

## Step 6 — Close conversation and disclosures

### Script

> Before we apply, I want to be clear:
>
> 1. This is **life insurance for mortgage protection**, not a new mortgage, not a refinance, not PMI, and not medical insurance.
> 2. The benefit is designed to help cover the remaining loan if the insured dies, subject to the policy terms. The lender is not automatically paid unless you set it up that way.
> 3. Paying off or selling the home later does not automatically cancel the policy unless you choose to stop it.
> 4. You can keep existing coverage or replace it; replacement has extra questions and may not be in your interest.
>
> How would you like to pay — monthly draft, or another mode the carrier offers?
> Do you consent to proceed with an electronic application?

### Capture

- Agreed face amount vs `loan_balance`
- Agreed term vs `loan_term_years`
- Premium mode
- Replacement questions if any existing coverage
- E-sign consent

**Exit gate:** Client agrees to apply to a named carrier/product.

---

## Step 7 — Application and issue (short client language)

### Application

> I’ll use the loan and household details you already gave me so we don’t re-ask everything. The carrier may still need your Social Security number, ID, and bank draft information if you choose automatic payment.

### After submit

> The application is submitted. You’ll get a confirmation. Next the carrier may issue, request more information, or decline. I’ll stay with you until we know.

### After issue

> Your policy is issued / still pending. Here’s what happens next, how the mortgage protection works, and who to call if anything on the policy looks wrong.

---

## Question order (fast reference)

1. Permission to talk + identity + state
2. Confirm mortgage protection intent
3. Who to cover (primary / spouse / both)
4. DOB, sex, residency
5. Loan balance, remaining term, payment, closing date, property type, property state, names on the loan, co-borrower, PMI
6. Co-borrower details if joint
7. Income, beneficiary, existing coverage
8. Confirm face and term vs the loan
9. Disclosures + consent to apply

---

## Words to use / avoid

| Use | Avoid |
| --- | --- |
| Mortgage protection life insurance | “This pays off your house automatically” |
| May help cover the remaining loan | “You’re approved” |
| Remaining loan balance | “We’ll match whatever number you want” without a reasonability check |
| This is not PMI and not a refinance | “Your lender requires this” |
| Carrier makes the final decision | “Guaranteed to issue today” |

---

## If the customer is not the right fit

Politely stop the mortgage protection path and disposition the call. See `disposition.md`.

Examples:
- No mortgage / renting
- Wants a loan, refinance, or lower interest rate
- Wants medical health insurance
- Not the borrower and cannot answer
- Hostile, do-not-call, or wrong party