The 90-second buffer rule

What the buffer is

The buffer is the first 90 seconds of every call. During the buffer you confirm a short, fixed list of qualifying points — nothing else. Going off-script during the buffer is what gets agents flagged for aggressive vetting and can disqualify a call from refund eligibility.

What you can do in the buffer

Use the buffer only to confirm the allowed qualifying points:

• The caller is looking for life insurance or final expense.
• The caller is within an insurable age range, generally 85 or younger.
• The caller lives in a state you are licensed in.
• The caller understands there is a monthly payment involved.

What you cannot do in the buffer

This is the part most agents get wrong. During the buffer, do not:

• Add your own disqualifying questions.
• Disqualify on affordability, health conditions, ability to receive texts, or willingness to provide banking information.
• Give prices, price ranges, or imply whether coverage is cheap or expensive.

You can absolutely ask about all of these things — just not in the first 90 seconds. Wait until after qualification and value-building before moving into pricing or financial details.

Wrong-state callers

If the caller turns out to be in a state you are not licensed in:

1. Tell them you’re not licensed in their state.
2. Ask them to call back so another licensed agent can help them.
3. If you identify this within the buffer, end the call before 90 seconds — that’s how the system knows it’s a clean under-buffer disconnect.

Why this matters

Two reasons:

• Refund eligibility. Standard qualifying under-buffer refunds process automatically. Calls disqualified for off-script vetting do not.
• Account standing. Repeated aggressive vetting during the buffer can get your account flagged.

Related

• Answering the call correctly — script handling and how to politely redirect a caller who’s taking over.
• Requesting a call refund — the under-buffer and disqualified refund flow.