These are the standing standards for every agent in the field — not suggestions. They protect clients, protect your book, and protect the agency's BBB standing.
We prioritize the phone over email for enrollment assistance — but "phone-first" means reaching clients on the device they actually check, however that conversation happens. A call is best for discovery and recommendations; a text is often the fastest, most respectful way to confirm, remind, or check in. Email is where this approach falls short — it's slow, easy to miss, and impersonal for a decision this important.
Use the phone for the actual conversation and consultative recommendation. Send a written summary afterward for the client's records.
Appointment reminders, "checking in before your renewal," a quick document request — text messaging keeps you present without demanding a full conversation every time.
Don't send a plan comparison cold over email and hope the client enrolls without a conversation — it skips discovery entirely.
An enrollment is the beginning of the relationship — and the best agents don't wait for the client to call first. Every client should have a standing, proactive touchpoint cadence built the moment you hang up the phone, so they hear from you before they ever have a reason to worry.
Reach out to every client before AEP opens to review changes and confirm they're still on the right plan.
Ask clients to rate the interaction 1–10 and address anything below a 9 before ending the call.
Clients should know they can call you outside of AEP for questions — that's what builds referrals.
Automated check-ins keep every client engaged between calls — with you as the real person standing behind every message.
SoundAdviceMD agents use AI-powered follow-up tools — virtual agents that proactively check in on birthdays, plan changes, annual reviews, and October AEP prep — so no client ever goes quiet on your calendar. But the virtual agent's real job is to watch for the moment a client needs more than an automated message, and route that conversation straight to you.
Scheduled check-ins, reminders, and plan updates go out automatically — engagement never depends on the client remembering to reach out.
A question, a concern, or a change in health or coverage gets escalated to you — never left for the client to untangle with a chatbot.
The client's takeaway isn't "I got a message from a bot" — it's "my agent was already ahead of this."
“The more AI touches everyday life, the more clients will crave a real person who actually knows them. We use automation to stay proactive — never to replace the human being on the other end of the line.”
This is the specific tool that powers the "virtual agent" side of our AI Advantage — an AI-driven plan monitoring engine built for Medicare agents.
Livmor's Plan Analysis engine watches your entire book around the clock, not just at renewal time.
It surfaces plan changes, coverage gaps, and at-risk clients before they become a lapse or a lost relationship.
Livmor does the watching; you still make the call — the same "AI out front, real person as the lifeline" model we train on.
Always position yourself as an independent advisor working for the client, not a single carrier — this is both compliant and a genuine differentiator.
"I'm not tied to one company, so I can compare plans across carriers and recommend what actually fits you."
Never obscure which agency you represent or your BBB/AHIP credentials — transparency is part of the standard.
When a client objects, restate their concern in your own words before responding — this shows you listened and lowers defensiveness.
"Take the time you need — I'll follow up on [specific date]" beats pressure every time, and it's what keeps clients coming back.
This page covers our core standards — the live team hub has the deeper library: recorded trainings, resource centers, and CO-OP marketing benefits.
The full, continuously-updated best practices library used by the whole team.
Open Portal →Plan guides and support materials for life and annuity conversations.
Open Resource Center →Client-facing videos you can share directly to reinforce a plan conversation.
Watch Videos →