Security Agency -- Intake Call Script
One script for GL, WC, and Auto. Use the filters above to show/hide questions by service type and line of business. 138 questions, 15-20 min target.
Armed Armed operations only
Unarmed Unarmed only
Both When they do both
WC Workers Comp
Auto Commercial Auto
GL General Liability
The referral agent (Tivoli, CIC, etc.) will introduce the lead and give a quick summary. Listen, then take over.
"Got it, thanks [referral agent name]. I'll take it from here."
"Hey [name], how's it going? I'm [your name] with Soma Insurance. We specialize in security companies so you're in good hands. Let me grab a few details and I'll get you quotes as fast as I can."
Q1
"Let me confirm -- the business is [name from lead source]? Can you spell that for me?"
Verify legal business name spelling. Check for DBA differences. Separate from DBA question later.
Q2
"And the owner's name -- can you spell that for me?"
Owner name must match exactly on ACORD forms. Misspellings cause submission rejections.
Q3
"What's the best address for the business -- where you operate out of?"
Needed for every ACORD form and affects state-specific rating and filing requirements.
Q4
"Just in case we get disconnected -- best number to call you back?"
Q5
"And best email?"
Q6
"Quick question before we dive in -- are you currently working with any other insurance broker on this?"
Avoids wasting time if another agent already has AOR at a market. RT Specialty blocked Elite Law for this exact reason.
Start open. Let them talk. Don't jump to the checklist yet.
"So tell me about the business -- what kind of security work do you do?"
Listen. They'll usually give you armed/unarmed, what kind of sites, how many people. Let them finish, then fill gaps.
Q7
"How long have you been doing this?"
Q8
"And is this an LLC, corporation, sole prop?"
Q9
"Do you have your federal tax ID number handy?"
If no: "No worries -- just text or email it to me when you get a chance. We'll need it before we can submit." Kebson's WC submission was rejected because FEIN was missing.
Q10
"Do you have a state security license?"
Q11
If yes: "What's the license number? And is it in your name or the company's?"
Kevyn and Deseriee ask for this on every deal. Get it now.
Q12
"Do you have a website?"
Q13
"Any DBA or other name the business goes by?"
This determines market eligibility, pricing tier, and which questions come next for every line.
Q14
"Are your guards armed, unarmed, or both?"
Armed Only
Q15
"Are all armed officers properly licensed to carry?"
Q16
"What type of firearms? Handguns, what caliber?"
Q17
"Who owns the firearms -- the company or the officers?"
Q18
"Do you have a written gun control program?"
Mechanic Group and West Congress require this.
Q19
"Do you keep copies of all firearms licenses on file?"
Market impact: Brownyard declines new armed ventures. Armed operations get higher rates across all carriers. WC Armed guards use class code 7720 (higher rate). Unarmed use 7721.
If Both Armed & Unarmed
Q20
"What's the percentage split -- like 70/30 unarmed, or...?"
Then ask all the armed questions above for the armed portion.
Q21
"Now walk me through the work -- what types of sites are your guards working? Churches, construction, offices, retail?"
Q22
"And roughly what percentage of your revenue comes from [that type]?"
Percentages must total 100%. Round to nearest 10%. Every single carrier requires this breakdown. Kevyn's exact words: "Apps need to be fully complete."
Q23
Both
"Is that armed, unarmed, or both at those sites?"
Q24
"Are your guards stationary at a fixed post, or do they patrol? Or a mix?"
Stationary vs patrol is an operations question that affects market routing. Patrol guards have higher exposure (driving between sites, covering more ground). Some carriers rate these differently.
Common Site Types
- Apartments / HOA / condos / gated
- Office buildings / office parks
- Construction sites
- Retail (interior / exterior / parking)
- Industrial / warehouses / factories
- Hotels / motels
- Churches / places of worship
- Banks
- Auto dealerships
- Gas stations / convenience stores
- Parking garages / lots
- Government contracts
Red Flag Sites -- Probe Deeper
Bars / Nightclubs / Gentlemen's Clubs
Q25 "What percentage of your work is bars and nightclubs?"
Q26 "Armed or unarmed there?"
Armed Most carriers won't quote armed bar security. MG declined Safe Armed for similar exposure.
Hospitals / Urgent Care / ER
Q27 "Lobby and parking only, or do they cover the ER and patrol the building?"
Armed Armed in a hospital is near-impossible to place. West Congress separates hospitals_no_er vs hospitals_er_or_patrol.
Cannabis
Q28 "Is that dispensary, transport, grow, or processing?"
Armed Armed cannabis is extremely hard to place. Flag immediately for market routing.
Schools
Q29 "K-12 or college? During school hours or after hours only? Inside or outside?"
Armed Armed school security is a very tough placement. Brownyard declines schools entirely.
Events
Q30 "Small private events or large public -- concerts, festivals?"
Q31 "What's the max attendance?"
Q32 "Are you sole crowd control?"
Armed Carriers treat armed at 500+ person events very differently than armed at a private party.
Executive Protection
Q33 "High-profile like celebrities or politicians, or more low-profile?"
Armed Armed EP is a distinct operation code at every carrier. Get details: domestic only? Travel involved?
Armored Car / ATM / Cash Escort
Q34 "Do you actually transport cash or valuables, or just guard the site?"
Q35 "What percentage of your revenue comes from armored car or cash escort work?"
Armored car / cash transport is a distinct, high-exposure operation code at every carrier. "ATM security" could mean standing next to an ATM or driving a cash van -- the underwriting is completely different.
Client List & Post Orders
Now the part Simon skips and UWs always ask for:
Q36
"Who are your top clients by name? And where are the actual sites -- the addresses where guards show up?"
"I know that's a lot to rattle off. If you can't do it all now, shoot me an email with the list. Every underwriter asks for this."
Q37
"Do you have post orders for each site -- like a written scope of what the guards do, their hours, their shifts?"
Armed Post orders for armed sites are even more critical. UWs want to know: what situations authorize use of force? What's the escalation protocol?
Q38 "How many employees total?"
Cross-check against the lead source data. If the vendor said "5 employees" and the owner says "15," probe the discrepancy. Matters for payroll estimates and market routing.
Q39 "How many are full-time vs part-time?"
Q40 Both "How many armed vs how many unarmed?"
Q41 "Are they W-2 employees or 1099 contractors?"
Q42 "What's your estimated annual payroll -- total for the year?"
Q43 Both "Can you break that down -- armed payroll vs unarmed payroll?"
West Congress, Brownyard, and MG need this split. WC Armed (7720) and unarmed (7721) are separate class codes with different rates -- the payroll split is required.
Q44 "And annual revenue?"
Q45 "What are you paying guards per hour?"
Brownyard wants min/max/avg. West Congress wants ranges. Kevyn caught Elite Law because "$60K payroll for a 24/7 operation is not mathing properly."
Q46 WC "Does your payroll include any overtime? Rough percentage?"
WC carriers often exclude overtime premium from the rated payroll. Knowing this prevents audit surprises.
Q47 WC "Do you have owners or officers on payroll? Who, and what's their annual compensation?"
Owners can be included or excluded from WC. Each state has different rules. Need names, titles, ownership %, and whether they want to be included or excluded.
Q48 WC "Any employees under 16 or over 60?"
Q49 WC "Any seasonal or temporary employees?"
Q50 WC "Do any employees work for another business or a subsidiary?"
Subcontractors
Q51 "Do you subcontract any work out to other companies?"
Q52 If yes: "What do they do for you?"
Q53 "Annual cost of subs?"
Q54 "Do you require insurance certificates from them?"
Q55 "Written contracts with hold harmless language?"
Q56 Armed "Are your subcontractors also armed? Do they carry their own GL?"
Q57 WC "Do your subs have their own workers comp?"
If subs don't carry WC, their payroll may get picked up on YOUR policy at audit.
Q58 "Do you take on subcontracted work FROM another security company or staffing agency?"
Q59 "What coverage are you looking for? GL? Workers comp? Auto? Umbrella? Everything?"
Q60 GL "Do you need assault and battery coverage on your GL?"
A&B coverage is a client requirement question, not just an objection handling topic. Many security contracts require it. Some carriers exclude it or offer it as an endorsement. Knowing upfront affects market selection.
Q61 "Any contract or state requirements you need me to keep in mind for your coverage? Like specific limits, additional insured requirements, or anything your clients require?"
The client's contracts drive what the policy needs. A COI requirement means the contract came first -- find out what it says. If their clients require $2M aggregate, waiver of sub, or A&B, we need to know before picking markets.
Q62 "When do you need this in place by?"
"Got it. Let me ask about your current situation."
Q63 "Do you have coverage now, or is this brand new?"
If they have coverage now:
Q64 "Who's your current carrier?"
Q65 "What are you paying?"
Q66 "What limits do you have?"
Q67 "When does it expire?"
Q68 "Why are you looking to move -- rate went up, service issue, or just shopping?"
Q69 GL "Is your current GL occurrence or claims-made?"
Some carriers write armed GL as claims-made. If switching, there's a potential coverage gap. Get the retro date if claims-made.
Q70 WC "Do you know your experience modification rate (mod rate)?"
The e-mod directly multiplies WC premium. 1.0 = average. Below = discount. Above = surcharge. If they don't know, we can look it up.
Q71 WC "Have you had any WC audits? Any audit disputes or additional premium owed?"
ACORD 130 asks about undisputed unpaid WC premium. Unpaid audit balances can block placement.
Q72 Auto "Who's your current auto carrier?"
Auto is often with a different carrier than GL/WC. Need to track separately.
If lapsed:
Q73 "When did it lapse and why?"
If new venture:
"Got it -- brand new. That's fine, we work with new ventures all the time."
Armed Brownyard declines new armed ventures. MG declines new ventures without prior. Route to Wholesure/RLI first. Unarmed More market options. Brownyard viable if 3+ years personal experience.
Claims & History
Q74 "Any claims in the last 5 years -- any line, GL, WC, auto, anything?"
Q75 If yes: "What happened -- brief is fine."
Q76 Armed "Any use-of-force incidents? Assault and battery claims? Firearms discharge?"
These are the claims that kill armed placements.
Q77 WC If WC claims: "Was it a slip/fall, repetitive motion, or an on-the-job assault?"
Assault claims on WC for armed guards are a major red flag.
Q78 Auto If auto claims: "At-fault or not? Injuries involved?"
Q79 "Ever been cancelled, declined, or nonrenewed?"
Q80 If yes: "What was the reason?"
Q81 "Anything happening right now that could turn into a claim?"
"Almost there. A couple more things the underwriters always want to know."
Training
Q82 "Do you have a formal training program for your guards?"
Q83 "What does it cover?"
Q84 "De-escalation training?"
Armed Only -- Required for armed operations
Q85 "Firearms proficiency testing? How often?"
Q86 "Use of force training?"
Q87 "Do you do regular range qualifications?"
Q88 "How many hours of firearms-specific training per officer?"
Q89 "Active shooter response training?"
Brownyard asks specifically for active shooter training hours.
Unarmed Only
Q90 "Any self-defense or conflict resolution training?"
Q91 "Report writing training?"
Q92 WC "Do you have a written safety program?"
ACORD 130 asks this directly. A "yes" helps WC placement.
Q93 WC "First aid / CPR training? How many employees are trained?"
Screening / Hiring
Q94 "For hiring -- do you do background checks?"
Q95 "Drug screening?"
Q96 "MVR / driving record checks?"
Armed Only -- Additional screening
Q97 "Firearms license verification for every armed officer?"
Q98 "Psychological testing before arming someone?"
Brownyard and USG ask for psych testing.
Q99 Auto "Do you check MVRs for all drivers, or just at hire?"
ACORD 127 asks this. Carriers want ongoing MVR monitoring. Ascendant checks Google Street View to verify vehicle schedules.
Q100 Auto "Do you have a vehicle maintenance program?"
Armed Only Skip this entire section for unarmed-only operations.
"Quick questions about weapons and equipment for your armed officers:"
Q101 "Besides firearms, what else are your guards carrying? Tasers, batons, pepper spray, anything else?"
Probe: Tasers/stun guns (USG, West Congress ask), PR-24/ASP batons, aerosol/pepper spray, less-lethal projectiles.
Q102 "Flashlights provided?"
Q103 "Handcuffs provided?"
Auto Skip this entire section if they don't need commercial auto.
"Let's talk about your vehicles."
Q104 "How many vehicles does the company have?"
Q105 "What are they -- make, model, year for each?"
Q106 "Are they owned by the company, leased, or personal vehicles used for business?"
Q107 "Where are they garaged overnight -- what address?"
Q108 "What are they used for -- patrol, transporting guards to sites, supervisor vehicles?"
Q109 "How many people drive company vehicles?"
Q110 "I'll need driver names, dates of birth, and license numbers. Can you email those or do you have them now?"
ACORD 127 needs up to 13 drivers with DOB, license #, state, years experience, date hired. Easier to collect by email.
Q111 "Any drivers with tickets or accidents in the last 3 years?"
ACORD 127 asks about traffic violations. Must disclose before carrier pulls MVRs.
Q112 "Do employees ever use personal vehicles for work -- driving between sites, running errands?"
Hired & non-owned auto exposure. If yes, need personal auto minimum limits confirmed.
Q113 "Any vehicles over 10,000 lbs -- like large vans or trucks?"
DOT number requirements kick in at 10,001 lbs GVWR.
Q114 "Do family members ever drive company vehicles?"
Q115 Armed Auto "Are firearms stored or transported in vehicles?"
Changes the auto and GL exposure profile.
Q116 "Do you have any monitoring devices in vehicles -- GPS, dashcams, telematics?"
ACORD 127 asks. Can help with pricing if yes.
Q117 WC "Do you provide group transportation to employees -- like shuttling guards to sites?"
ACORD 130 general information question. Creates additional WC exposure if employees are injured in transit.
"Quick yes-or-no round:"
Q118 "Any detective or PI work?"
Q119 "Alarm installation or monitoring?"
Q120 "Use canines or dogs?"
Armed If yes: "Are dogs paired with armed handlers?" (Higher exposure)
Q121 "Drones or robots?"
Q122 "Golf carts or mobile equipment?"
Q123 "Do your guards have arrest or detention authority?"
Armed Armed + arrest authority = major exposure. Get specifics.
Unarmed Clarify: observe and report only, or physical detention?
Q124 WC "Do any employees travel out of state for work?"
ACORD 130 question. May need Part 3 other-states coverage.
Q125 WC "Any employees leased to or from another company?"
"That's everything I need from the call. You've been great. Now -- to get you the fastest quotes, I need a few things from you. Can you email these to angie@somainsure.com?"
Documents for All Lines
Q126 "A resume for the owner -- just showing your security experience."
Brownyard wants 3+ years, West Congress wants 5+. Armed Include military, LE, or firearms training background.
Q127 "A sample client contract -- they look for hold harmless and indemnification language."
Q128 "Post orders or a scope of work for each site."
Armed Especially for armed posts -- UWs want use-of-force protocols and escalation procedures.
Q129 "Loss runs from your current or prior carrier -- last 3-5 years."
Q130 "A copy of your security license."
Armed Also request copies of firearms permits or armed guard licenses.
Additional WC Documents
Q131 WC "WC loss runs specifically -- separate from your GL loss runs if they're different carriers."
Q132 WC "Do you know your experience mod (e-mod) rate?"
Without the e-mod, WC carriers can't rate the policy.
Additional Auto Documents
Q133 Auto "A list of all vehicles -- year, make, model, and VIN for each."
Q134 Auto "Driver list -- full names, dates of birth, license numbers, and license states."
Ascendant caught a DL number typo on JM Group that delayed the quote. Verify DL numbers match the actual license.
Q135 Auto "Auto loss runs -- last 4 years if you have them."
Q136 Auto "Photos of the vehicles if possible -- front and rear."
Ascendant checks Google Street View to verify. Photos pre-empt their questions.
"I know that's a few things -- but trust me, getting these upfront saves us days of back-and-forth. I'm going to get to work on this right now. You should hear from me within 24-48 hours with options."
Q137 "Best way to reach you -- call, text, or email?"
Q138 "And what time works best if I need to call you back?"
"I'm going to text you right now so you have my number saved. That way you can just shoot me those documents whenever you have them."
Text the client immediately so they save your number. Makes document follow-up frictionless -- they can snap a photo of their license or forward loss runs without hunting for your email.
"Thanks [name]. I'll be in touch soon."
"How much is this going to cost?"
"I can't give you an exact number without running it through the markets, but for [armed/unarmed] security in [state], I typically see GL in the range depending on payroll and operations. I'll have real numbers for you within [timeline]."
Unarmed, clean, <$100K payroll: $2,500-$5,000
Armed, clean, <$100K payroll: $4,000-$8,000
Armed, higher hazard or larger: $8,000-$15,000+
"I already got a quote from someone else."
"That's great -- competition is good for you. Not all security guard policies are the same though. Some exclude assault and battery, some are claims-made instead of occurrence. When I send you ours, I'll break down exactly what you're getting so you can compare apples to apples."
"I just need a certificate / COI."
"Totally get it. To issue a certificate we need an active policy first. Let me get you quoted and bound and we'll have that COI same day."
"Can you just give me a ballpark right now?"
"I want to, but I'd be guessing and I don't want to mislead you. Give me 24-48 hours and I'll have something real. Fair?"
"I don't have my FEIN / license / [document] right now."
"No worries at all. Just text or email it to me when you have a minute. I'll start working with what we have. Email is angie@somainsure.com."
"Why should I go with you guys?"
"We're a specialty brokerage -- security is one of our core verticals. We go to multiple wholesale markets at once, so you're not limited to one carrier. We push for the best coverage at the best price, and we handle all the paperwork. You just tell me about your business and we take it from there."
| Topic | Unarmed | Armed | Both |
|---|
| Firearms questions | Skip entirely | Type, caliber, ownership, licensing, gun control program | Ask for armed portion |
| Market eligibility | All 5 GL markets incl new ventures at Brownyard | Brownyard declines new armed; some site types severely restricted | Split must be documented with payroll breakdown |
| WC class code | 7721 (lower rate) | 7720 (higher rate) | Both codes, payroll split required |
| Training | De-escalation, report writing, conflict resolution | All unarmed PLUS firearms proficiency, use of force, range quals, active shooter | Both tracks per employee type |
| Screening | Background, drug, MVR, fingerprint | All unarmed PLUS firearms license check, psych testing, polygraph | Both tracks |
| Weapons & equipment | Skip weapons section | Full inventory: firearms, tasers, batons, pepper spray, less-lethal | Armed section only |
| Claims probing | General history | Specific: use-of-force, A&B, firearms discharge | Both |
| Post orders | Standard scope of work | Must include use-of-force protocols, escalation procedures | Both types |
| Documents | Standard set | Standard PLUS firearms permits, armed guard licenses | Both |
| Pricing (GL) | ~$2,500-$5,000 | ~$4,000-$15,000+ | Blended |
| New venture | More markets available | Brownyard out, MG out without prior | Per portion |
| Auto: firearms | N/A | Must disclose -- changes exposure profile | Per armed portion |
| Topic | GL | WC | Auto |
|---|
| Key form | ACORD 125 + 126 | ACORD 125 + 130 | ACORD 125 + 127 + 129 |
| Pricing driver | Operations mix, payroll, site types, claims | Class code, payroll, e-mod, claims | Vehicle count/type, drivers, MVRs, claims |
| Armed impact | Different operation codes, different rates | Different class codes (7720 vs 7721) | Firearms in vehicles disclosure |
| Critical data | Revenue breakdown by site %, client list, post orders | Payroll by class code, e-mod, owner inclusion/exclusion | VINs, driver DOBs + license #s, garaging address |
| Critical docs | Loss runs, resume, contract, post orders, license | WC loss runs, e-mod worksheet | Vehicle list + VINs, driver list + DLs, auto loss runs, photos |
| Markets | Wholesure, Brownyard, Mechanic Group | USG, Wholesure, Brownyard (bundled) | GEICO, Ascendant/Kemper, Brownyard (fleet), Amwins |
| Key claims | A&B, use of force, wrongful detention | On-the-job injuries, assaults on guards | At-fault accidents, injuries |
| New ventures | Brownyard/MG restrictions | Less restrictive | Standard -- based on vehicles and drivers |
| Sub impact | Subs without GL = your exposure | Subs without WC = their payroll on YOUR audit | Less relevant unless subs drive your vehicles |
Click items to check them off. If you're missing 5+ items from the main section, schedule a callback before submitting.
All Lines (Always Needed)
- Business name verified (spelling confirmed)
- Owner name verified (spelling confirmed)
- Business address verified
- Callback number + email
- FEIN
- Security license # + copy
- Entity type + date established
- Website
- Armed / unarmed / split %
- Stationary / patrol / mix
- Operations breakdown by site type with % totaling 100%
- Top 3-5 clients by name + site addresses
- Post orders requested
- Total employees (FT/PT split) -- cross-checked against lead source
- W-2 or 1099
- Annual payroll
- Annual revenue
- Hourly pay rates
- Subcontracting details
- Current coverage / carrier / premium / limits
- Why shopping or lapse reason
- Claims history (5 years, all lines)
- Cancelled / declined / nonrenewed
- Training program basics + de-escalation
- Background checks / drug screening / MVR
- Quick flags (PI, alarm, canines, drones, arrest)
- A&B coverage needed? (GL)
- Contract / state requirements for coverage
- Lines of coverage needed + effective date
- Best contact method + time
- Texted client so they have your number
Armed Additional Items
- Firearm type + caliber
- Firearm ownership (company vs officer)
- All armed officers licensed
- Gun control program (written?)
- Firearms license copies on file
- Firearms proficiency testing frequency
- Use of force training
- Range qualification schedule
- Psychological testing (for armed hires)
- Weapons inventory (tasers, batons, pepper spray)
- Armed payroll (separate from unarmed)
- Armed employee count
- Use-of-force claims history (specific probe)
- Armed guard licenses / firearms permits requested
- Post orders include force protocols
WC Additional Items
- Payroll by class code (7720 armed / 7721 unarmed / clerical)
- Experience mod rate (e-mod)
- Owners/officers: names, titles, ownership %, include or exclude
- Employees under 16 or over 60
- Seasonal or temporary employees
- Employees working for other businesses
- Employees leased to/from others
- Out-of-state employee travel (Part 3 other states)
- Group transportation provided
- Written safety program
- First aid / CPR trained employee count
- Subs with own WC? If not, their payroll needed
- WC loss runs (separate from GL if different carrier)
- Prior WC carriers (up to 5 years)
- Audit history / unpaid premium
Auto Additional Items
- Vehicle count
- Year / make / model / VIN for each
- Owned / leased / personal vehicles
- Garaging address
- Vehicle use (patrol, transport, supervisor)
- Vehicles over 10,000 lbs (DOT implications)
- Driver names + DOB + license # + state
- Drivers with violations or accidents (last 3 years)
- Personal vehicles used for work (hired & non-owned)
- Family members driving company vehicles
- Vehicle maintenance program
- Monitoring devices (GPS, dashcam, telematics)
- Firearms stored/transported in vehicles (if armed)
- Auto loss runs (4 years, currently valued)
- Vehicle list with VINs (emailed)
- Driver list with DLs (emailed)
- Vehicle photos
Documents Requested
- Owner's resume (with armed/LE/military background if armed)
- Sample client contract with H&H
- Post orders (with force protocols if armed)
- Loss runs -- GL (3-5 years)
- Security license copy
- Armed Firearms permits / armed guard licenses
- WC WC loss runs (if different carrier)
- WC E-mod worksheet
- Auto Vehicle list with VINs
- Auto Driver list with DL numbers
- Auto Auto loss runs (4 years)
- Auto Vehicle photos