This page is to help provide answers to some of the most common questions new and experienced agents ask. The quicker we become experts at our business, the more families we help.

Important Phone numbers:
Home office: (800) 433-8181 - Hours (Arizona Time): Mon - Fri 6:30 AM - 5:00 PM, Saturday 7:00 AM - 2:00 PM

• Agency: helps with anything related to your contract or questions about your relationship with Lincoln Heritage

• Policy Services: Helps with questions or needs related to a client's policy

• New Business: Items related to a new policy being or recently submitted that has not been completed

• Underwriting: Questions about policy qualification and pretty much ANYTHING other than the items above

Policy Verification (in person policies): English (800) 218-5657 / Spanish (800) 318-9610
Hours (Arizona Time): Mon - Fri 6:30 AM - 7:00 PM, Saturday 7:00 AM - 2:00 PM

Telesales Verification: English (888) 230-6088 / Spanish (888) 230-6089
Hours (Arizona Time): Mon - Fri 6:30 AM - 7:00 PM, Saturday 7:00 AM - 2:00 PM
Self-Recording Teleapp Verification OUTSIDE of Hours Above

Please use the form below to submit more questions. The more content we have here, the better this page will serve our team.

Common Questions/Answers

As this page grows, PLEASE make sure you are asking questions via the form above as you think of them. Also, we will build sections to make it easier to find questions related to different areas of your business. If you see a section that isn't here, feel free to suggest a new section.

Managing Lead Balance

One of the most common concerns agents have is how to manage or what is a "good versus bad" lead balance.
Running your business as an independent agent is an exciting opportunity. How you perceive your lead inventory and managing the balance is all about perception. We have seen agents with TONS of ability and success worry about a very small lead balance and let that stop them from continuing to thrive. Ask yourself this question: If I can take $100 and turn it into $350, how many times would I do it?

So, for quick reference, as a new agent, let's help you set some ground rules for yourself. These are NOT "set in stone" rules, but a good way to guage how well and effective you are with your lead balance.

A new agent will be allowed to start with 30 leads worth of lead balance. That is roughly $1,100 lead balance. Out of 30 leads, agents usually see about 5 policies written. Our average agency production per lead is $750

So, 5 policies x $750 = $3,750 AP

If you produce $3,750 AP (advanceable, checking production) - here's what you would see go into your bank starting out and how much would go to your lead balance:

• $3,750 x 80% commission = $3,000

• $3,000 x 75% Advance = $2,250

  • 50% of advance = $1,125 to your bank

  • 50% of advance = $1,125 to pay off your lead balance

In this scenario, your lead balance has been paid off, you have been paid and any production from those leads above the lead balance is paid to you in addition.

Advance Percentages
Checking: 75%
Savings: 50%

Another way to keep it simple:

• If you have $0 lead balance, YOU NEED MORE LEADS ASAP

• If you have under $1,000 of current lead balance: Request more leads. If you are working consistently, seeing production YOU NEED MORE OPPORTUNITIES

• If you have over $1,000 of lead balance, you have at least 30 leads of opportunity to work

Overcoming Objections

How do I overcome objections? What are the most common objections?
One of the most common obstacles we face in the "sales process" are overcoming objections. You work through the entire process and then BAM, they throw an objection you haven't heard before. It stops you in your tracks and you're thinking "What now?"

First, Objections WILL come up. Probably the most important thing you can do is to have the right perception. Think to yourself "This is an OPPORTUNITY to get  Better!"  Learn from the objection and ask questions of your team.  Now, let's look at how to overcome ANY objection...

The first thing to do to overcome objections is to collect them as you go. Then, remove the objection BEFORE it is used against the ultimate goal the CLIENT told you when you first sat down with them. Almost EVERY SINGLE client will tell you the reason they requested us was to make sure their spouse, children, grandchildren (whoever the love more than anything in this world) is not BURDENED with the cost and struggle most families go through when someone dies.

When you sit down with the client and ask POWER QUESTION 1: Why did you request this? What are you looking for?  Whatever they tell you, take it back to "What I hear you saying is 'You want to make sure your spouse, children, etc have the money and are not over-charged for your funeral'

This is done during the warm-up. Then explain to them that "This is exactly what we do. As a matter of fact, we are the #1 provider of this kind of benefits in the USA."

The WARM UP, is also about establishing rapport. Spend the time at first and let them know we are EASY to get approved and deal with. This is an EASY process.

The most common object: MONEY

This includes cash flow. Most of our clients are on a LIMITED INCOME and they will use those words as an objection later. REMOVE that objection from the very beginning. Explain to them that we know most of our clients are on a LIMITED INCOME and live on a BUDGET (cash flow). Tell them "When we get to coverage amounts, I will show you all the benefit amounts available to you, and YOU PICK WHAT FITS IN YOUR BUDGET"

The BEST way to overcome an objection is to REMOVE it before they use it. If someone points a gun at you and is going to shoot you, it is IMPOSSIBLE for them to do so, if you have REMOVED the bullets first. Think of removing objections like this.

If we know the most common objection is about money (cash flow, how much, etc) and we tell them that THEY will pick how much they need that FITS IN THEIR BUDGET, we have told them, there is something that fits. It helps put them at ease. Also, later in the conversation, it pretty much makes it impossible for them to say they can't afford anything. You can also tell them "We have something that fits your budget"

Another Objection: I need to go talk to my Spouse, Kids, etc (Someone who is not there)

Again, removing this objection BEFORE they use it is important. Their answer to POWER QUESTION 1 goes back to this. Here's an example of how to remove that objection during your conversation:

You are reviewing the FCGS (Family Help) and how the forms and instructions are ALL about helping take the burden of the work involved from their loved-ones. As you are going through it you should see their responses that show they understand and appreciate how they will be helped. At the very end, you can ask them: "How would you like to know, on the worst day of your wife, kids (say their name) life, when you die, they can make ONE PHONE CALL and everything is taken care of? (You can expand further)

They will most likely say something like "That would be great"

THEN, you can look them in the eye and say "Good for you. You obviously LOVE them. You know what's crazy?  I ask people that question and then after we go through everything, they even know exactly what/how much they want, and THEN turn around and tell me 'I need to go discuss this with (spouse, kids, etc). The very first thing they told me, why they want to do this is to REMOVE that BURDEN from (spouse, kids, etc) and THEN go put it RIGHT BACK ON THEIR SHOULDERS. That's CRAZY isn't it!"

You just removed that objection from being used later. If they DO tell you that later, don't be afraid to (respectfully) remind them that their answer to why they requested this we to REMOVE that burden not put it on their loved-ones.

Another Objection: I don't give my Social Security Number Out

If you get to a point in the process where it is time to collect information, and the client slams on the brakes (won't give info), most likely it's because you didn't remove that objection earlier. For example, social security number.

When you complete the qualification part of the application, whether they are FE or MOD, CONGRATULATE them! This part of the process has an aspect of "Do they even get it?"  People WANT to WIN and be qualified. Then you can take it a little further and explain the rest of the process, but make sure you are explaining that it is SIMPLE. For example:

"Congratulations! Based on your answers, you should qualify for DAY 1 COVERAGE!"
-or-
"Congratulations! Even though you have some health things going on, you are APPROVED with US! There are others out there that would flat out DENY you based on your answers"

Then explain the easy NEXT STEPS

"Here in a moment, after you have picked what FITS IN YOUR BUDGET, we will make a short phone call. It's really easy. They will ask those same questions, and they will also run what's called a HIPPA prescription check. It's easy. They just type your social security number into the HIPPA system and make sure I didn't miss anything. Then, they are required, by law, to ask your permission to give me those results. That's for your protection. Then they give me the approval code and you are APPROVED!"

What this above section does is:

• Set expectations. Let them know what's coming up so it's not a surprise

• Let them know that we will be asking for their Social Security Number (so it's not a surprise

• REMOVES the "I don't give out my SSN bullet from the "gun"

• It's PROTECTED (they will be asked permission

Then right before the verification call, when you are collecting the rest of the info needed, show them the MONEY SHEET, tell them you will leave that sheet behind so you're not carrying their SSN out the door on paper. Then say "What's your Social?" and write it right above the accidental benefits. Make sure you leave that sheet when in their benefits folder.

Another Method to Overcoming Objections: JOIN them Don't CHALLENGE or BATTLE them

If you are given an objection you have not removed, simply tell them "I understand. Not a problem!"

If you take an approach that challenges or combats them on their objection, they will DIG THEIR HEELS IN and fight for that objection. You helped create a No-Win situation.

When you immediately respond to ANY objection with "I understand, NO PROBLEM!" You are telling them you are going to HELP them work through that objection. You can flat out TELL them, Let me help you with that, it's not a problem"

Then work with the client to find a way past the objection.

Writing Business/Policies

What does "Release Issue" on your underwriting reports mean?
Release issue means the policy has been released from the underwriting department. Their review has been completed and any questions before sending the policy to the client have been resolved.​

What does "B History" under advance mean when you post a new policy?
It means that client has had a policy within the last year that has lapsed. If someone takes a policy with us, and they have had a previous policy that lapsed, you will not be advanced on the new policy. You will be paid as-earned as they make their payments. The reasoning is, if they lapsed a policy already, they most likely will do it again. It protects everyone from an advance that has a higher risk of becoming a charge-back.

If I'm writing a policy on a Saturday or Sunday, do I setup payment to come out that day or on Monday?
Always tell the client the policy will start and first premium will come out that day. The payment will actually process on Monday. But, submitting the policy with payment effective THAT DAY, helps provide proof that the client was starting the policy effective immediately, should something happen between then and when the payment goes through. It's like a conditional receipt where it protects that family effectively right then.

When do I get paid on an initial withdrawal?
Three business days after the date of the draft. For example, if your initial withdrawal is set for a Monday we will receive payment confirmation on Thursday and you advance will go out Thursday night. (When submitting a policy using eApp, you can be advanced the next business day for policies that have the 1st premium coming out that day before daily business cutoff)

Why are my commissions less on a savings account or on a credit/debit or direct bill payment?
Persistency is historically lower on these payment methods. Commission percentages are lower to keep an agent from accruing a large chargeback total.

How do I calculate my advances?
Monthly premium x 12 (months) x commission percentage = total 1st year commissions
Monthly premium x 12 (months) x commission percentage x advance percentage = total advanceable commissions
(Remember - if you have a lead or chargeback balance then a percentage of your advance will be held to repay those balances)

What is paythru and when do I receive it?
Paythru consists of 1st year and renewal as-earned commissions. It is issued each month (between the 1st and the 7th of the month) for earnings on the prior month. This includes earnings on any as-earned business and any other commission you are due in addition to your advance.

Why did I not get a paythru this month?
If there were no applications received from an agent during an entire month the paythru earnings are applied to repay the agents advance balance (remaining advances that have not yet been repaid). Your paythru may also be held if you have a lead or chargeback balance or based on requirements from your Regional Director.

What kinds of leads are available?
We offer direct mail leads, TV leads, digital leads, and inserts.

Is there any follow up procedure done with the clients from the home office once the lead is received?
A: Yes, the home office generates 'Pre Approach letters' for each lead response. Agents also have the option to send "refresher letters" once the lead is over 45 days old.

Can I create my own advertisements?
Absolutely. Keep in mind that all advertisements using Lincoln Heritage's name or logo need to be approved by our Marketing Development/Digital Marketing team. Potential advertisements should be faxed to 1‑602‑224‑2201 for approval or emailed to leads@londen-insurance.com

Accidental Death & Dismemberment
All ultimate answers to questions regarding AD&D need to be confirmed with underwriting. The answers below are general suggestions. With most situations, there can be situations that impact payout of AD&D benefits. There can be an investigation to ensure the payout of AD&D benefits is correct.

Is the client awarded the single dismembermentif they get into a wreck while driving a motorcycle?
Yes. Single dismemberment will payout regardless of the activity that caused the dismemberment unless it was due to an illegal activity that ultimately caused the dismemberment. Single dismemberment, in general refers to the loss of an arm, leg or eye. Refer to underwriting dept, and/or a policy for most specific definitions of a "limb." Illegal acts can void most benefits associated with a policy. ​

Policy Questions

If the applicant answers "yes" to question #6 on the application related to dimentia, alzheimers, ALS, etc - Does someone else have to be present when the applicant is signing the policy?
Yes. The applicant also, cannot be listed as the owner of the policy. It is best to have whoever will be listed as the owner of the policy (spouse, child, sibling, etc) be present during all of the completion of the policy.

What ages do we insure?
30 days - 85 years old in most states. There can be exceptions based on situation.

What forms must I have when submitting an application?
The application, authorization for payment if setting up auto draft, the supplemental application (if over $20,000 or if SSN not available), FCGS membership form (if enrolling), and any replacement or other forms as required specifically by each state.

Can an adult child verify for a parent?
Yes, they can. However, there can be stipulations. Ultimately, this is a question for underwriting based on the situation. If the adult child has a POA (power of attorney) they can definitely verify for the parent. You will most likely be required to send in a copy of the POA before the policy is approved officially.

When situations like this come up, the best course of action is to make a quick phone call to new business, explain the situation and they will guide you. It will help avoid unexpected obstacles during the completion of the policy.

Can we have more than one beneficiary?
Yes, the Insured may have as many beneficiaries as they would like and may distribute the benefit between them as they wish. Please be sure to list the beneficiaries under their proper designation with their relationship to the insured.

If someone dies more than 200 miles from home, and it is NOT an accident, do we still pay for transportation of remains?
YES! The Transportation of Remains benefit does NOT require that the person covered dies in an accidental death.

What is the difference between what we do and whole life and term? 
The type of policy we provide is a WHOLE LIFE policy. It is a special type with enhances benefits. Whole life is a permanent policy that will pay out as long as the client keeps the policy. The enhanced benefits a Lincoln Heritage policy provides are:

• Does not go up in price over time. Rates are locked in

• Is not taxed by the government

• Does not get locked into probate

• Policies pay within 24-48 hours upon claim approval. On average, a LH policy will pay within 48 hours

Generic Life Insurance Policies, by LAW have up to 6 months to pay out. If you have a client that tells you "I already have life insurance" make SURE you are able to explain to them that generic life insurance can take months to pay out leaving their family waiting and wondering where they will get the money to pay for their funeral.

TERM LIFE: Is a temporary policy. It has a start and end date. If you GOOGLE "what percent of term policies every pay out"  You will find only about 1% of term policies ever pay.  Renewable term policies will go up in price every few years and have to be re-applied for by the applicant. Meaning, they can pay on a term policy for years and then be denied and lose everything they have paid into.

What is "cash value" and do our policies provide it? 
Cash value is like a small savings account building in the background of a WHOLE LIFE policy. Because our policies are whole life, it does gain cash value over time. This means, down the road, if a client needs to borrow against the cash value, they can. The amount of cash value that builds depends on the amount (size) of the policy and how much the client it paying in.

What is Automatic Premium Loan? 
Because our policies have cash value, we offer a FREE benefits that ALL policies should be receiving. Make sure you ALWAYS check "yes" to Automatic Premium Loan. Some providers charge extra for this benefit, we do not.

So, what is APL?
Let's say grandma has a Lincoln policy she's had for years. She gets sick and is in the hospital dying. Her family will most likely be there loving her instead of focused on paying bills. Let's say her bank account empties out and the money is not there to pay for the policy...
Automatic premium loan, will take a small loan against the cash value of the policy to help ensure it does not lapse. It helps protect the policy and keep it in force at a very vulnerable time.

Can I write an application for a member of my family (or another agent)?
Yes, you may. This is considered controlled business. We do not advance commissions on business written for an agent or their relatives, it is paid as-earned. This is due to the close relationship and influence an agent has with the person they are writing business on.

If I submit an application where we are to draft the initial premium, when will the client's account be drafted?
We will draft the clients account according to the date specified on the Authorization for Payment. The date requested can be no more than thirty days from the date the application was signed. If they wish to have the draft taken as soon as possible we can set the draft up the day it is received in the home office. The payor would want to ensure funds are available that day, but bank drafts can take 2 business days to post to the account.