Ten items for the call record, four of them consent gates.
Protection sales live or die on accurate disclosure. This is a generic starting checklist of the items a protection sales call needs on record, each explained against the non-disclosure risk it guards. Four are agreements the customer gives, scored as consent gates. The other six are answers only the customer can give, scored on the customer's own answer. Every item is below in full.
A confident "no" is not the same as an accurate one.
Under the Consumer Insurance (Disclosure and Representations) Act 2012, a consumer must take reasonable care not to make a misrepresentation when answering an insurer's questions. A non-disclosure is not always a lie. It can be a customer who misremembered, a question read too fast, or an adviser who filled in a plausible answer rather than waiting for one. A scorecard item marked pass because the adviser asked the question is not the same evidence as a scorecard item marked pass because the customer clearly answered it. So every item below is scored on what the customer said, and the four agreements go further: as consent gates, they are met only on the customer's clear yes. The disclosure answers aren't gated, because a truthful "no" to "do you smoke?" isn't an agreement and would fail a consent gate.
An item that only asks whether the question was put
- Adviser asking the question counts as a pass
- A vague or inaudible answer can still score well
- Silence can read as agreement
- Who answered is taken on trust from the speaker labels
A consent gate, for the four agreements
- Met only on the customer's clear yes
- A vague or inaudible answer is not a pass
- Silence is not agreement
- Where it is not reliably clear which speaker is the customer, a person decides
The ten items, and the risk each one guards.
The four agreements are scored as consent gates; the other six are scored on the customer's own answer. This is a generic template, adaptable to your firm's products and your insurer panel's own application questions — it is not a substitute for those questions, and it is not legal or regulatory advice.
| Item | What the recording must show | Non-disclosure risk it guards |
|---|---|---|
| Data-sharing consentConsent gate | Customer explicitly agrees their answers can be shared with the insurer for underwriting, before any health question is asked. | Health details passed to the insurer without the customer's agreement on the record. |
| Accuracy confirmationConsent gate | Customer explicitly confirms that everything they have said is true and complete to the best of their knowledge. | Under CIDRA the customer's duty is to take reasonable care not to misrepresent. An explicit confirmation, after the key answers are read back, gives them the chance to check them. |
| Smoker / vaper statusCustomer's own answer | Customer states their smoking or vaping status directly, rather than the adviser inferring it or reading a default. | Understated risk rating, and a claim reduced or refused if the answer proves to be a qualifying misrepresentation under CIDRA. |
| Existing conditions, asked individuallyCustomer's own answer | Each listed condition is confirmed one at a time rather than a single blanket "no" to a list read at speed. | A condition buried in a long list gets missed rather than genuinely disclosed. |
| Family medical historyCustomer's own answer | Where the product's underwriting depends on it (commonly critical illness), family history is confirmed explicitly. | Hereditary risk factors omitted because the question felt like small talk. |
| Height, weight or BMICustomer's own answer | Confirmed directly from the customer where the insurer's application requires it, not estimated by the adviser. | A materially wrong figure skews the risk rating in the customer's favour, then works against them at claim. |
| Occupation and hazardous pursuitsCustomer's own answer | Customer's occupation and any hazardous activities are disclosed and confirmed, not assumed from the customer's manner. | Undisclosed risk activity can lead to a claim being reduced or refused. |
| Existing cover and replacement businessCustomer's own answer | Any existing cover is disclosed, and if this policy replaces it, the customer confirms they understand any gap in cover during the switch. | A customer left uninsured between an old policy lapsing and a new one starting. |
| Search consent, explained before it happensConsent gate | Where the insurer will run a medical or other reference search, the customer is told this will happen and agrees, before it happens. | A search run without the customer's knowledge undermines the whole consent record. |
| Consent to submitConsent gate | Before the call ends, the customer gives a clear, explicit agreement to proceed with submission of the application on the answers given. | An application submitted on the adviser's understanding rather than the customer's confirmed agreement. |
Get the CSV, ready to import.
The table above is every item in full. The file adds suggested weights, severities and scoring notes: one row per item, in the column format CallGuard's scoring engine reads, with only the four agreements marked as consent gates, ready to add to a protection scorecard. Email us and a member of our team sends it across.
The call is one half of the record. The application is the other.
This checklist scores what happened on the call. Where Reconciliation is switched on for your firm, once the insurer's application PDF is on the sale in your CRM, it checks the disclosure answers given on the call against what was entered on the insurer's form, and flags the ones that do not match, for your team to raise with the insurer. Health details a customer names are redacted by default, so an answer that depends on them is usually marked "Could not verify"; plain yes or no answers are still compared. It is on the Pro plan. Selling protection by phone? See how CallGuard scores protection telesales. Building an MCOB mortgage scorecard too? See the MCOB scorecard template, or browse the full template library.
Common questions, answered.
Where does this checklist come from?
It is a generic starting point built from two things: the consumer's duty to take reasonable care not to make a misrepresentation under the Consumer Insurance (Disclosure and Representations) Act 2012, and CallGuard's own consent-gate scoring mechanic, plus one firm standard: the gap-in-cover confirmation on replacement business. It is not drawn from any one insurer's or firm's proprietary application form, and it is not FCA-endorsed or legal advice.
What does consent-gated mean in CallGuard's scoring?
A consent-gated item carries a stricter rule for the scorer: it is met only on the customer's clear yes. A vague or inaudible answer is not a pass, and neither silence nor the adviser simply reading a script is agreement. Where it is not reliably clear which speaker is the customer, the item goes to a manual review queue and a person decides, because a false pass on a consent item is the worst result the scorer can produce. In this checklist it applies to the four agreements: data-sharing consent, the accuracy confirmation, search consent and consent to submit. The other six items are scored on the customer's own answer, because a truthful "no" to a disclosure question isn't an agreement.
Does this replace an insurer's own application questions?
No. This checklist scores what happened on the call. The insurer's application form is a separate document with its own required questions, which will be more detailed and specific to that insurer's underwriting. Where a firm uses CallGuard's Reconciliation feature, the two are checked against each other: what the customer said on the call against what was submitted on the form. Health details a customer names are redacted by default, so an answer that depends on them is usually marked "Could not verify".
How do I get the CSV version?
Use the Email me the CSV button above, or email hello@callguardai.co.uk. There is no account to create. A member of the CallGuard AI team emails the CSV across, formatted as one row per item with label, description and consent-gate columns plus suggested weights, severities and scoring notes, with only the four agreements marked as consent gates, ready to add to a protection scorecard.
Further reading: scoring ICOBS 5.2 demands and needs as a criterion and why non-disclosure starts on the call.