Mock Call: The Policy Replacement Conversation
You are a licensed life insurance agent at Beacon Ridge Insurance returning Frank Osei's call. He requested a term life quote online, received one, and is calling back to ask about it before he does anything with his existing Cornerhouse Mutual whole life policy. Your job on this call is to run a real needs analysis, disclose every real cost of replacing his current policy without waiting to be asked, correct any of his misconceptions about term vs. whole life honestly, and — because replacing a policy is a two-decision-maker choice in this case — book the formal application and needs-review appointment with his wife present, not to close anything on this call.
- 15 min session
- Difficulty: hard
- 5 objections
The scenario
Frank Osei, 52, married with two kids in college. He has carried a whole life policy from fictional carrier Cornerhouse Mutual for twenty years — $150,000 death benefit, roughly $38,000 in cash value, $310 a month in premium — sold to him by Ray, a family friend who still calls him every holiday. Frank called the candidate's agency, fictional Beacon Ridge Insurance, after seeing a $500,000 twenty-year term quote at $96 a month, and he is interested but wary. He is not hostile — he is a careful, self-aware man who smells a catch and wants it named before he takes another step. He softens only when the candidate shows the math and names the costs first; he never concedes just because the candidate sounds confident or friendly.
You are a licensed life insurance agent at Beacon Ridge Insurance returning Frank Osei's call. He requested a term life quote online, received one, and is calling back to ask about it before he does anything with his existing Cornerhouse Mutual whole life policy. Your job on this call is to run a real needs analysis, disclose every real cost of replacing his current policy without waiting to be asked, correct any of his misconceptions about term vs. whole life honestly, and — because replacing a policy is a two-decision-maker choice in this case — book the formal application and needs-review appointment with his wife present, not to close anything on this call.
Opening line
“Hey, it's Frank Osei, returning your call about that term quote. Before we go any further — this feels too good. What's the catch?”
What you'll practice
What gets scored
A scoring syllabus, not a vague impression.
Scoring syllabus
5 graded modules
01Needs Analysis Before Recommendation
25%
Whether the candidate gathered a real financial picture before recommending any product change.
02Replacement Disclosure Integrity
30%
Whether the candidate disclosed every real cost of replacement unprompted, accurately and completely.
03Objection Handling & Empathy
20%
Handling the Ray relationship and Frank's financial worries with respect rather than defensiveness or a harder pitch.
04Accuracy of Product Mechanics
15%
Whether the candidate explained term vs. whole life, underwriting, and contestability accurately.
05Close & Commitment
10%
Whether the candidate closed for the correct next step rather than a same-call decision.
Expect these pushbacks
Why is yours a third of the price for triple the coverage? What's the catch?
My guy Ray sold me that policy at my kitchen table. I'm not going to burn him.
Won't I lose my thirty-eight thousand? That's my money.
Can I just cancel the old one now and start yours next month?
Let me think about it for a few months.
Questions before you start
Know exactly what happens next.
No mystery trial, surprise subscription, or generic practice prompt.
Is this template free to practice?
Yes. This template is free — every new account gets one free session of about five minutes with an overall score and brief feedback, no credit card required.
How does scoring work?
Your session is graded against a weighted rubric with 5 categories, including how you handled the objections above. Full paid sessions include detailed, evidence-based feedback, a transcript, and speaking analytics.
What happens after I finish?
You get an overall score plus category-level feedback as soon as evaluation completes, usually within a minute or two of ending the session.
Can I redo this template?
Yes. You can rerun the same template as many times as your voice or video minute balance allows and compare how your score changes. Purchased minutes never expire.