# Mortgage Protection — Dispositions Use these dispositions after every mortgage protection contact. They describe **what happened on the mortgage fact-find** only. Do not use loan-origination, refinance, or health-plan dispositions. Do not log BMI, tobacco, or disease notes. Notes should be loan, property, household, and next-step only. Disposition the call when you leave the conversation — including callbacks, applications, and do-not-call. --- ## How to log a disposition 1. Pick **one primary disposition** (the outcome of this attempt). 2. Add a **reason code** when the table includes one. 3. Write a **one-line note**: remaining loan balance, remaining term, who to cover, and next step. 4. Set **callback date/time** if the disposition is a callback. 5. Do not mark **Sale complete** unless the policy is issued or the application is submitted pending issue, premium is acknowledged, and delivery/requirements are in process. **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. --- ## Disposition groups | Group | Meaning | | --- | --- | | Contact | We reached a person | | No contact | We did not reach a usable party | | Progress | Loan facts captured; sale not finished | | Outcome | Terminal result for this attempt or case | | Compliance | Do not continue marketing this number/person | --- ## No contact | Code | Disposition | When to use | Next action | | --- | --- | --- | --- | | NC-NOANS | No answer | Ring out, no voicemail left or VM not allowed | Retry per dialer rules | | NC-VM | Voicemail left | Identified agency + mortgage protection purpose | Retry | | NC-BUSY | Busy | Line busy | Retry | | NC-BAD | Bad number | Disconnect, wrong number confirmed, fax | Recycle lead source; stop this number | | NC-WN | Wrong number — not the named person | Person says they are not the lead | Do not take a loan interview | | NC-LANG | Language barrier | Cannot complete fact-find in a licensed language | Escalate / bilingual callback if available | **Voicemail script:** > Hello, this is **[Name]** from **[Agency]**, calling about mortgage protection on a home loan — life insurance, not a refinance. Please call **[number]**. --- ## Contact — not the right party or product | Code | Disposition | When to use | Next action | | --- | --- | --- | --- | | WR-PARTY | Wrong party / not the insured | Speaker is not the borrower and cannot answer | Get decision-maker number if offered; else close | | WR-LOAN | Wrong product — wants loan/refinance | Wants rate, cash-out, new mortgage, or lender service | Stop mortgage protection path | | WR-HEALTH | Wrong product — wants health insurance | Wants medical / ACA / Medicare Advantage | Stop | | WR-FE | Wrong product — wants final expense only | Burial / small whole life, no mortgage need | Do not force mortgage face amount | | NO-MTG | No mortgage / renter / paid off and no need | No loan to protect, or customer declines any remaining-balance need | Close | | UNLIC | Not licensed in state | Customer state not on agent appointment | Do not sell; transfer only if process allows | --- ## Contact — callback / delay | Code | Disposition | When to use | Required note | | --- | --- | --- | --- | | CB-TIME | Callback — timing | Bad time; agreed to continue later | Date, time, timezone | | CB-SPOUSE | Callback — spouse/decision maker | Joint loan or they will not decide alone | Who must join the next call | | CB-CLOSE | Callback — after closing | New purchase; wants to wait until after close | Closing date if known | | CB-THINK | Callback — thinking | Soft maybe; not a refusal | What they will think about (price / term / who to cover) | | CB-DOCS | Callback — needs loan numbers | Does not know balance, term, or payment | What they will look up | | CB-QUOTE | Callback — waiting on quote review | Loan facts done; they will look at numbers | Quote sent yes/no; email | Callbacks are **not** sales. Keep `intent = mortgage_protection` on the case. --- ## Progress — mortgage facts captured (not sold) Use these when the case moved along the fact-find but the sale is not complete. | Code | Disposition | Step | Exit meaning | | --- | --- | --- | --- | | P-INTAKE | Intake complete | Opening | Name, phone, state on file | | P-INTENT | Intent locked | Step 1 | `mortgage_protection` + who to cover | | P-DEMO | Demographics complete | Step 2 | Age / DOB + sex | | P-LOAN | Loan facts complete | Step 3 | Loan balance + remaining term (+ property if known) | | P-HH | Household complete | Step 4 | Spouse if co-borrower; beneficiary | | P-SIZE | Coverage sized to loan | Step 5 | Face and term agreed vs remaining mortgage | | P-CONSENT | Consent to apply | Step 6 | Client agreed to apply; not yet submitted | **Note example:** > P-LOAN. Balance ~$240k, 28 years left, payment ~$1,850, both on note, primary home, closing 2019. Wants both covered. CB Fri 4pm for quote. --- ## Outcome — application and issue | Code | Disposition | When to use | Sale complete? | | --- | --- | --- | --- | | APP-SUB | Application submitted | E-app or wet app sent; confirmation number stored | Yes, if pending issue is the agency definition | | APP-NIGO | Application not in good order | Missing SSN, ID, draft, signature, or mismatched loan amount | No — fix and resubmit | | APP-WD | Application withdrawn | Customer pulled the app before issue | No | | POL-PEND | Policy pending requirements | Payment or delivery item outstanding | Default **no** until cleared | | POL-ISS | Policy issued | In force; first premium acknowledged | **Yes** | | POL-DEL | Delivered / recapture complete | Delivery requirements done | **Yes** | | POL-DEC | Carrier declined | Carrier decline after app | No | | POL-POST | Carrier postponed | Carrier asked to wait | No — set follow-up date | --- ## Outcome — customer refused (mortgage protection) | Code | Disposition | When to use | Rebuttal? | | --- | --- | --- | --- | | NO-NEED | Not interested — no need | Spouse/savings/existing coverage covers the loan | Once, then stop | | NO-COST | Not interested — cost | Price is the blocker after a real quote or range | Offer smaller face once | | NO-TRUST | Not interested — trust/privacy | Will not share loan facts; not DNC | Stop this attempt | | NO-EXIST | Has enough existing life | Work or individual coverage already matches the balance | Close unless term expires before the loan | | NO-HANG | Hang up after contact | Mid-script disconnect | Do not redial immediately unless rules allow | --- ## Compliance and do-not-contact | Code | Disposition | When to use | Required action | | --- | --- | --- | --- | | DNC | Do not call | Customer asked not to be called | Honor immediately; suppress list | | DNC-WRITTEN | Written-only | Will take mail/email but not calls | Stop outbound voice | | COMP-ELD | Vulnerable / capacity concern | Confusion, possible elder abuse, cannot consent | Stop sale; follow agency escalation | | COMP-HOST | Hostile / threat | Abuse or threat | End call; report per policy | Never collect SSN on a first fact-find unless the customer is in the application step and the channel is approved. --- ## Mapping to the script steps | Script step | Minimum disposition if you stop there | | --- | --- | | Opening / intake | `P-INTAKE` or a no-contact code | | Intent | `P-INTENT` or `WR-LOAN` / `WR-HEALTH` / `NO-MTG` | | Demographics | `P-DEMO` | | Loan and property facts | `P-LOAN` or `CB-DOCS` | | Household / co-borrower | `P-HH` or `CB-SPOUSE` | | Coverage sized to loan | `P-SIZE` | | Close / disclosures | `P-CONSENT` or `NO-*` | | Application | `APP-SUB` / `APP-NIGO` / `APP-WD` | | Issue | `POL-ISS` / `POL-PEND` / `POL-DEC` / `POL-POST` | --- ## Note quality checklist A good note answers: 1. Remaining **loan balance** and **term** (or “unknown”) 2. **Monthly payment** if known 3. **Who is on the loan** and **who to cover** 4. Property type / closing date if relevant 5. **Next step** — callback time, e-app link, or closed reason **Good** > $312k / 30yr left, payment $2,100, both on loan, wants primary only. Existing term $100k. CB Fri 4pm with spouse. **Bad** > Not interested. Call back. Do not write height, weight, BMI, tobacco, or diagnoses in the note. --- ## What not to log as a win - Quote given - Customer said “sounds good” with no application - PMI discussion - Refinance curiosity Those are progress or wrong-product codes, not `POL-ISS`.