Open the call with warmth and context

Acknowledge the emotional reality of receiving a rate action letter before discussing any numbers.

Read this aloud

Hi Robert, this is [Rep Name] calling on behalf of Genworth. I'm calling about the rate action letter you recently received. I know a premium increase can feel frustrating and unexpected, especially when you've been paying for this policy for years. My goal today is not to pressure you into a decision and not to give you financial or insurance advice. My goal is to walk through what the letter means, explain your options in plain language, and help you see how each option may affect your long-term care plan. Some option details and consumer protections can vary by state, and any final decision should be made with your family or a licensed insurance professional. Does that sound okay?

▸ Why this matters

Robert opened the letter expecting bad news. If you skip the acknowledgment and jump to numbers, they will dig in emotionally. Ten seconds of empathy buys you the rest of the call.

I've said this

Identity verification

Confirm the policyholder using approved verification fields before discussing policy details.

Name

Robert Miller

ZIP code

80209

Policy # (last 4)

4012

Date of birth

•• / •• / 1957

Verify identity below before continuing.

Stage 1 of 10 · Warm Intro