An inbound auto insurance call script for agents.

1. Introduce your agency and confirm the reason for the call.

The first question should establish whether the caller wants an auto insurance quote or help with something else. Use your real agency name. If a call arrived through a transfer, check the handoff information before repeating questions.

“Thanks for calling [Agency]. My name is [Name]. Are you looking to compare auto insurance, or do you need help with an existing policy?”

If the caller expects their current carrier’s service department, explain who they reached and identify the appropriate next step. Record that mismatch so the source or routing can be reviewed. Do not describe your agency as the caller’s carrier unless that is accurate.

2. Confirm that your agency can help.

Check the state and insurance need early, then use your agency’s quoting workflow for the details. A caller can be interested in insurance and still fall outside the markets or products your agency writes.

“What state do you need coverage in? Are you shopping for a new policy, comparing a renewal, or making another change?”

Then establish the intended start date and the vehicles or drivers involved at the level needed to choose the next step. If the request does not fit your agency, explain that clearly. Keep any program qualification issue separate from the call’s length.

3. Understand the expectation created before the call.

Online ads, television spots, and screening conversations can lead callers to expect different things. Ask what they are hoping to accomplish, particularly if they mention an offer, price, or promised benefit.

“What prompted you to call today, and what would you most like to understand about your auto insurance options?”

Clarify what your agency can actually offer before moving into a quote. Avoid repeating a savings amount or implying approval before the applicable information and carrier requirements have been reviewed. If a handoff is unclear, use a brief reset:

“You’re speaking with [Agency] now. I can help you explore [the services your agency actually provides]. Is that what you wanted to discuss?”

For the differences between a shopper-initiated call and other handoffs, see inbound calls, live transfers, and posted leads.

4. Move into your approved quoting process.

Once the request fits, explain what happens next. Use your agency’s approved system to collect information and review the options available from the carriers you represent.

“I’ll ask the questions needed to prepare the available quotes, then we can review the coverage, deductibles, and premiums together. What matters most to you about the policy you’re looking for?”

Keep comparisons tied to the actual coverage and terms. If a quote cannot be completed during the call, explain what remains outstanding and agree on the next step. A partial quote is a different outcome from a completed quote or a bound policy.

5. End with one clear next step.

Summarize what you accomplished and what the caller should expect. That may be completing an application, providing missing information, reviewing a quote, or ending a conversation your agency cannot serve.

“Today we [summarize the actual outcome]. The next step is [specific action]. If follow-up is needed, what contact method and time work for you?”

Follow your agency’s contact-permission and disclosure procedures. A preference stated during the conversation is not a blanket permission for every future marketing channel or purpose.

Record the result so your next buying decision improves.

Use a call ID to connect your agency’s outcome to the provider’s reporting. Choose one primary disposition, add relevant context in your approved system, and update the outcome if a later follow-up produces a policy.

Track billability and credit status separately from sales disposition. A call that does not bind is not automatically an invalid or refundable call. Review the pricing and duration guide for those distinctions.

Once you have matched spend and policy outcomes, use the cost-per-policy calculator and the call-testing framework to review the program. These prompts are a conversation aid, not measured conversion results.