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Insurance Script Navigator — How To
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Insurance Script Navigator — How To

How to run a call with the Script Navigator from the first hello to the recap: setting the tool up, capturing the client profile, handling objections where they land, collecting the underwriting answers, quoting, submitting the application and closing it out.

Open the Script Navigator ↗ ▶ Watch the walkthrough

What this tool does

The Navigator walks the call for you. Every card asks what the client just said, you tap the answer, and it takes you straight to the right next line — objections, health flags, VA benefits and coverage math included. You end up having a conversation instead of scrolling a document.

The call, step by step

Every step links to that exact moment in the walkthrough video.

1

Pick your script and set the tool up▶ 0:01

  • Open the Script Navigator and choose the script that matches your lead — for example the Veteran FEX script.
  • Fill in your own details first: name, NPN, phone number and agency name. The script uses them as you go.
  • Open the Client Profile panel so it fills in while you work.
2

Start a client profile, or load one you already have▶ 0:22

  • Use the Client Profile pop-out to capture details during the call.
  • Print the profile sheet first if you would rather write by hand.
  • Save the profile when the call ends so you can pick it back up later.
  • If you have spoken to this person before, load their profile instead of starting over.
3

Identify the lead type and start the call▶ 0:51

  • Decide whether this is a fresh lead or an aged lead and take that path.
  • Confirm whether you are on the VET or FEX version.
  • Type their name in as early as you have it — the script uses it from there on.
4

Confirm the veteran background and handle early objections▶ 1:47

  • Confirm branch of service using the dropdown or the smart search.
  • Handle the early objection before you move on. The usual two:
    • “I’m not interested.”
    • “I don’t remember this.”
  • Use the back button or your own memorised response and keep the conversation moving.
5

Find out what coverage they have and build the need▶ 2:38

  • Ask whether they have anything in place right now.
  • Get specific: no coverage at all, private coverage, or coverage that lapsed because of cost.
  • Enter what you learn so it carries through the rest of the script.
  • Use their actual situation to explain why more or better coverage matters.
6

Establish why now, and who this is for▶ 3:11

  • Move into why planning matters today rather than someday.
  • Ask what made them look into coverage now.
  • Find out who would be affected if something happened to them.
  • Capture the beneficiary’s name and relationship. Their date of birth comes later.
7

Confirm their goal and the household details that matter▶ 3:51

  • Ask why protecting that person matters to them.
  • Capture the goal in their words — not leaving bills behind, not being a burden.
  • Only ask the follow-ups that fit. Not every question applies to every client.
  • Keep it conversational. You are talking, not reading.
8

Move on and send your business card▶ 4:30

  • Click Next to move through the script.
  • Use the text message section, or skip it if you text from somewhere else.
  • Send your digital business card so they have your contact details.
  • Confirm it came through — that also tells you they can receive texts later.
9

Talk through burial or cremation, and what it costs▶ 5:23

  • Ask what they would want — burial or cremation.
  • Enter their estimate of the cost if they give you one.
  • If they believe the VA covers it in full, use the VA benefits section to walk through what is actually covered.
  • Treat the number as a guide, not a quote. The tool gives a best estimate.
10

Collect health, financial and underwriting answers▶ 6:34

  • Height and weight.
  • Military service details and VA disability rating.
  • The banking questions carriers require.
  • Health questions, knockout questions and any underwriting follow-ups that appear.
  • Medications, conditions, surgeries and the COVID questions as prompted.
  • Income, plus any assets or accounts worth protecting.
  • Mortgage obligations, so the coverage matches what they actually owe.
11

Explain the policy and quote it▶ 9:01

  • Explain the policy types, including whole life and how cash value works.
  • Tie the value back to the goal they gave you, in plain words.
  • Move to the quote section once they understand what the coverage is for.
  • Ask the dial room or open the Product Wizard if the case gets complicated.
  • Use the carrier recommendation and the income guidance to land on a realistic premium.
  • Show the maximum, and say plainly that it is not necessarily your recommendation.
  • If they are approved, let them pick the option they want.
12

HIPAA, application and payment▶ 11:18

  • Read the HIPAA language — you are about to collect personal information.
  • Confirm address, phone and email.
  • Collect the beneficiary’s contact details, including a phone number.
  • Work through the application to the Social Security number.
  • Ask for the Social. If they hesitate, handle it the same way you handle any objection.
  • Complete the authorisation, verify the text code and confirm payment details.
  • Set the draft date and enter routing and account numbers.
13

Submit it and read the decision▶ 12:58

  • Review the coverage before you send it.
  • Submit to the carrier.
  • Read the result: approved, denied, graded or guaranteed issue.
  • Approved goes straight to the recap. Anything else, follow that carrier’s next step.
14

Recap the policy and set expectations▶ 13:20

  • Walk them through what they just bought, clearly.
  • Tell them what happens next.
  • If you are calling the beneficiary, use the copy button for the prepared message.
  • Make sure they saved your business card.
  • Tell them you are their agent for life and that they should know how to reach you.
15

Legacy Safeguard, referrals, wrap up▶ 14:12

  • Explain Legacy Safeguard and collect the beneficiary details it needs.
  • Verify the beneficiary’s last name, phone and email.
  • Ask for referrals.
  • Close it out and get ready for the next call.
  • Save the record — for your next conversation and for compliance.

Watch it run start to finish

One full call from lead type through to the referral request. Worth watching once before you use it live, and again after your first few calls.

Every timestamp in the steps above jumps this player straight to that moment.

Open on YouTube ↗

Before you use it live

  • Practise the script several times before your first real client. Do not learn it on someone’s kitchen table.
  • Not every question fits every client. Use judgement and keep it natural.
  • The script is accurate, but it cannot cover every situation perfectly.
  • Be careful with underwriting, medications and health conditions — answer what is asked and follow carrier rules.
  • Verify contact and banking details before you submit.
  • Make sure they understand what they bought and what happens next before you hit submit.

What makes it faster

  • Fill in the Client Profile early — it populates the rest of the script for you.
  • Use the smart dropdowns for branches, medications and conditions instead of typing.
  • Have your digital business card ready so you can send it the moment it comes up.
  • Memorise the common objections so you never have to stop and look.
  • Use the dial room or the Product Wizard when a case gets complicated.
  • Save the profile and your notes after every call.

Free for every agent — no login, whoever you write business with. More tools at tools.ffloptimum.com. Optimum agents: this also lives in your portal under Resources → Scripts.